Register Now at our Eventbrite Site:  https://www.eventbrite.com.au/e/nsw-km-forum-april-event-towards-the-technology-concierge-kathryn-howard-tickets-11206881083

Date:  Tuesday 29th April 2014

Time:  5.30pm for a 6.00pm start – app 7.30pm finish

Where:  Cancer Council Australia, Level 14, 477 Pitt Street, Sydney

Instructions:  If you have any access issues please call 0405 676 045

Please Note: a $5 donation will be asked for at the door to cover nibbles and incidentals

 

Topic: “Towards the Technolgy Concierge”

Does anyone call the service desk unless they really have to?  The theory of “single point of contact” is great but it’s never worked in practice. 

The service desk is a “function” – a group who embrace many processes/activities.  Why are we perpetuating the old models?  Is your service desk locked into specific processes such as incident or service request and managing them in a very constrained way? 

Today there are many alternatives to acquiring service and resolving incidents.   

We have tried and failed in training people to use the service desk as the single point of contact and a new order is in the ascendance.  

We’re not supporting services, we’re servicing a customer and we are doing it in an integrated service provider environment.  The traditional blended approach of BAU processes augmented with super hero intervention no longer provides value – it’s simply not adaptable or agile enough.  

The traditional service desk as we know it will become extinct.  We must evolve to become the “Technology Concierge” – the gateway to IT services for our business.  

This presentation explores some strategies and techniques that can assist the Service Desk evolve to deliver the “Technology Concierge” experience. 

Know your customer:

  • baseline your customers – “net promoter score” supersedes traditional surveys to identify your recommenders/detractors  
  • embrace the diversity of everyone from Gen-Z to Veterans collaborating in the workforce – profile their engagement preferences (“tangible” versus “flow of transmission”) One size does not fit all! 

Communicate what/how for best outcome?

  • influence/adapt to your customer behaviours by applying  the ISO 38500 principle of Human Behaviour
  • replace or augment traditional SLAs with service charters articulating the intent of a service in business terms
  • adopt a blended service approach of high touch, self-help and social media

The IT service desk super heroes have a unique opportunity.  Reinvention as the technology concierge can provide real value to our customers’ business by facilitating and navigating today’s technology minefield.

Our time is limited to lead this evolution.  Even super heroes must evolve and adapt.  Embrace the future by becoming one of the agile super heroes.

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About your speaker: Kathryn Howard

Kathryn Howard is an IT professional with over 25 years experience in IT service delivery and service management.  Understanding the ongoing need for IT to reinvent itself in order to meet the needs of constantly changing business models, she is passionate about helping organisations achieve good governance of quality value service.

She has experience providing policy/process assessment, change programs and service improvement initiatives in many prominent Australian financial institutions (including Macquarie Bank, St.George Bank) major telecommunications providers (AAPT, Alphawest) plus government agencies including Australian Securities and Investment Commission (ASIC).

As an international speaker, she has presented for the itSMF US and UK, the itSMFNZ national conference and often for itSMF Australia.  She has also spoken at PINK13, SITS13 (London) and the CACS Oceania conference in Wellington 2012.  Kathryn is also a certified ITIL trainer.

 She is an active member of itSMF Australia, serving as Chairperson NSW State Branch and on the Australian national conference organising committee.  She is committed to the evolution of the customer service experience through meaningful IT/business dialogue in conjunction with the adoption of governance standards and frameworks (ISO20000, ITIL, COBIT).  She also believes evolving social media channels are key to delivering successful end-to-end customer service able to support and enhance business objectives.

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So come along and spend some time with like-minded knowledge professionals to listen, participate, collaborate and learn.  We look forward to seeing you there and at networking drinks following.

Please Note: a $5 donation will be asked for at the door to cover nibbles and incidentals

Register Now at our Eventbrite Site:  https://www.eventbrite.com.au/e/nsw-km-forum-april-event-towards-the-technology-concierge-kathryn-howard-tickets-11206881083

 

Register at http://www.eventbrite.com.au/e/nsw-km-forum-march-2014-event-what-has-km-learned-from-its-own-journey-tickets-10905503655?aff=eorg

Date:  Tuesday 1 April 2014

Time:  5.30pm for a 6.00pm start – app 7.30pm finish

Where:  Cancer Council Australia, Level 14, 477 Pitt Street, Sydney

Instructions:  If you have any access issues please call 0405 676 045

 

Please Note: a $5 donation will be asked for at the door to cover nibbles and incidentals

Event details
 
The more things change, the more they stay the same…or do they? Knowledge management is all about learning from the past, but what has knowledge management learned from its own past in order to become a better and continuingly relevant discipline in the modern world?
 
Marie O’Brien (The Partnership People) and Alister Webb (a 15 year Telstra veteran) will take you on a fun, anecdotal journey of their own KM experiences, looking at what inspired them to take up this obscure practise a decade or more ago and offering observations on key turning points in the development of KM over that time. We will look at the themes and topics of early KM conferences, at KM tools and how they have evolved over time, and at the evolution of the term ‘knowledge management’ itself into things like ‘collaboration’ and ‘community management’. 
 
The focus will be on how much knowledge management as a discipline has learned from its own past in order to keep itself relevant in a world far more complex than the one into which it first stepped in the late 90s and early 2000s.
 
The night will close out with a fun knowledge management game based around J.R.R. Tolkien’s epic, The Lord Of The Rings. Seriously.
 
Join us for an entertaining evening of journeys, with some serious learnings about our own learnings.
 
ABOUT THE SPEAKERS
 
MARIE O’BRIEN
 
Marie has a varied career spanning public sector, private sector and a range of industries, working with clients to build capability and culture to allow their people to deliver their best. This has involved projects including developing stakeholder engagement and influencing skills, implementing a deliverable-focused and cascaded performance management process, and delivering career resiliency programs for high potential employees.  Over the past eight or so years Marie’s focus has been on helping clients leverage their existing knowledge and support the creation of new knowledge for better organisational outcomes. 
 
Her passion for helping clients become Learning Organisations has led her to establish and facilitate the Organisational Learning Community. Here people from different organisations come together to share, learn and prototype strategies and initiatives to build high performing Learning Organisations for sustainable success in a world of massive change. This includes helping clients develop their Knowledge Framework to work with their existing culture and strengths, ensuring that the experience, knowledge and skills of their people are shared and built upon by each other to continually enhance performance.
 
Marie currently sits on the Board of the Institute for Information Management representing the Society of Organisational Learning Special Interest Group, is the Chair of the NSW Knowledge Management Forum and is the Convenor of the Organisational Learning Community, and will soon represent Sol Australia at the General Assembly for the Global Association of Sol Communities in Paris.
 
ALISTER WEBB
 
Alister recently completed what he calls his ‘15 year apprenticeship’ at Telstra, a journey that took him from the days of early static web pages through the development of a centralised database-driven Intranet, the rise and rise of collaboration platforms like SharePoint, and most recently the move towards social enterprise. Late last year he became a Lithium Certified Community Manager. Lithium is the crowd support platform used by Telstra.
 
While his official roles have included titles like webmaster, knowledge manager and collaboration manager, they have all had one thing in common – enabling staff to share knowledge more effectively with their coworkers.
 
Since leaving Telstra Alister has become an independent consultant assisting organisations with their social enterprise planning, including the new frontier of internal crowd support.

NSW KM Forum February Event:  Dr John Dumay presents a Case Study on Integrated Reporting based on a small “green” bank in Victoria

Date:  Tuesday 25th October 2013

Time:  5.30pm for a 6.00pm start – app 7.30pm finish

Where:  Cancer Council Australia, Level 14, 477 Pitt Street, Sydney

Instructions:  If you have any access issues please call 0405 676 045

Please Note: a $5 donation will be asked for at the door to cover nibbles and incidentals

REGISTER NOW HERE AT OUR EVENTBRITE PAGE 

 

Topic: Case Study on Integrated Reporting based on a small “green” bank in Victoria

Organisational culture and integrated thinking: Another form of management control?
 
Based on a case study of a small Australian community bank John asks the question whether or not its culture is another form of management control? The bank is a national leader in developing an organisational culture and business model based on a “green” business model.
 
In doing so the bank has joined the International Integrated Reporting Council’s Pilot Programme for developing an Integrated Report which discloses relevant financial, environmental, social and governance information to its stakeholders. While an is generally aimed at investors and providers of capital, the bank is owned by its customers thus negating the intended purpose of developing an .
 
However, from an internal perspective, promotes “integrated thinking”. Instead, we find an was developed because it fits with the bank’s “green”culture and offers subtle ways to utilise “integrated thinking” as a way of further developing management control over employee behaviour.
 
 
John will also take this opportunity to promote the upcoming ICICKM 2014 Conference (11th Inernational Conference on Intellectual Captial, Knowledge Management & Organisational Learning) for which he is Conference Co-Chair as well as invite our Knowledge Management Community to submit papers for presentation at the conference.
 

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About your speaker: Dr John Dumay

John is Associate Professor in Accounting at Macquarie University, Sydney. Originally a consultant he joined academia after completing his award winning PhD in 2008. John’s research specialties are intellectual capital, knowledge management, non-financial reporting, management control, research methodologies and academic writing. John has published over 30 peer reviewed articles in leading academic journals and is the Australasian Editor of the, Journal of Intellectual Capital. John has a reputation for critically addressing contemporary issues in based on practice; hence his ideas and talks are aimed at stimulating discourse and debate.

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So come along and spend some time with like-minded knowledge professionals to listen, participate, collaborate and learn.  We look forward to seeing you there and at networking drinks following.

REGISTER NOW HERE AT OUR EVENTBRITE PAGE 

Please Note: a $5 donation will be asked for at the door to cover nibbles and incidentals

NSW KM Forum November Event: The Knowledge Sharing Networking Exercise & Chrissie Drinks!

REGISTER HERE at our Eventbrite site:  https://www.eventbrite.com.au/e/nsw-km-forum-november-event-christmas-networking-drinks-tickets-9390407963 

For our November event we are are adapting our meeting format, swapping venue and inviting you all to Christmas Networking Drinks with a twist to faciltate conversation, knowledge sharing and individual learning.

Join us to network with colleagues old and new from the Knowledge world, engage in stimulating conversation around all things “Knowledge”, and socialise your learning over a Christmas drink or two while we’re there! 

Date:  Tuesday 26th November 2013

Time:  5.30pm for an approx. official 7.30pm finish (or until whatever time you decide to stay)

Where:  The Palace Hotel (Back Bar), 742 George Street, Haymarket (Cnr George & Hay Streets)

Instructions:  If you can’t find us when you get there please call Marie on 0404 090 110

 

Please Note: The venue has been selected for it’s informal atmosphere and variety of food and drink options. So, as we invite you all to buy whatever food or drink at whatever time you wish to on the night there will be no request for our usual donations!

 

The Knowledge Sharing Networking Exercise will be facilitated by the NSW KM Forum Committee 

To make the most of the collective wisdom of the Kowledge Community with whom you will be socialising at this event, we ask that as well as bringing along your good humour, please have in mind:

  • one thing (knowledge related) that you would be happy to share  (This can be absolutely anything, an anecdote, a story, a piece of data, an observation, a methodology, a tool, a technique … anything that you can share with others verbally.)
  • one thing (knowledge related) that you would like to learn.

So come along and join us to network with colleagues old and new from the Knowledge Management world and socialise your learning over a drink if you so wish!

REGISTER HERE at our Eventbrite site:  https://www.eventbrite.com.au/e/nsw-km-forum-november-event-christmas-networking-drinks-tickets-9390407963 

NSW KM Forum October Event:  Jim Brander (Interactive Engineering) presents on “Big Knowledge”

Date:  Tuesday 29th October 2013

Time:  5.30pm for a 6.00pm start – app 7.30pm finish

Where:  Cancer Council Australia, Level 14, 477 Pitt Street, Sydney

Instructions:  If you have any access issues please call 0405 676 045

Please Note: a $5 donation will be asked for at the door to cover incidentals

 

REGISTER NOW AT EVENTBRITE: https://nswkmforumoct2013.eventbrite.com/

 

Topic: Jim Brander from Interactive Engineering will present on Big Knowledge

 Jim will use a case study on a US health Insurer to talk about access to knowledge in large organisations.

The Health Insurer has 14 million members, 100,000 contracted providers, 80,000 distinct policies, and turns over $40 billion annually. This scale of operations presents its own unique problems.

When a provider rings up, they need to respond with the right answer in seconds. How to do this, in an environment where policies change every year, and drugs (thousands of them) and procedures can come in and out of favour in months? And how to do it reliably, when a call centre might typically hover around 85-90% reliability?

Jim will talk about automatically cleaning up documents to remove errors and inconsistencies and storing the knowledge in a semantic form beforehand, then have a server quickly access the meaning of a specific policy to answer questions and authorise procedures on demand.

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About your speaker: Jim Brander

 Jim has worked in the systems area for a long time – design of control systems, business systems, knowledge handling systems. Jim has worked on various methods of knowledge activation and transmission – textual, visual, semantic, simulators, computer support. His special interest is the limitations of the combination of transmission channel and receptor.

He has worked in a range of industries, including with organisations such as Alphapharm, Australian Aerospace, BHP (AIS and Mt Newman Mining), Energy Australia, Geoscience Australia, Munich Re (European Union CORDIS project), NetApp, NSW Department of Education, Qantas, Rio Tinto (Tom Price), Sunbeam, Transfield (ICAL), Victoria Department of Transport, and Westpac. 

He has degrees in mechanical, electrical/electronics and systems engineering.

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So come along and spend some time with like-minded knowledge professionals to listen, participate, collaborate and learn.  We look forward to seeing you there and at networking drinks following.

Please Note: a $5 donation will be asked for at the door to cover incidentals

REGISTER NOW AT EVENTBRITE: https://nswkmforumoct2013.eventbrite.com/

NSW KM Forum September Event:  

James Dellow (Ripple Effect Group) presents on User Adoption

 

Date:  Tuesday 24th September 2013

Time:  5.30pm for a 6.00pm start – app 7.30pm finish

Where:  Cancer Council Australia, Level 14, 477 Pitt Street, Sydney

Instructions:  If you have any access issues please call 0405 676 045

 

Register at our Eventbrite site here: https://nswkmforumsep2013.eventbrite.com/

Please Note: a $5 donation will be asked for at the door to cover incidentals

 

Topic: James Dellow from Ripple Effect Group will present on User Adoption

 

Why is user adoption of new workplace information technologies – such as SharePoint – so difficult, yet people appear to have no difficulty learning how to use Facebook or Candy Crush?
 
James will talk about:
  • What is user adoption? And should we even be talking about “users” and “adoption”?
  • Is it really about the technology or more about getting governance and business culture right?
  • How can you make sure people use new technologies when they are introduced?
This will be presented in a participatory style, with time for sharing experiences, discussion and debate about user adoption.
 

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About your speaker: James Dellow

 
James is an experienced consultant with a deep understanding of both the organisational and technical aspects of implementing information management systems, collaboration tools and social software.
 
He has worked in a range of industries, including organisations such as AMP, the Australian Red Cross Blood Service, the Australian Securities & Investments Commission, the Australian Taxation Office, BHP Biliton, Blue Scope Steel, CSC, Department of Immigration and Citizenship, the Government 2.0 Taskforce, Ernst & Young, the Children’s Hospital at Westmead, ING Australia, Rio Tinto and Zurich Financial Services.
 
James is also a former chair and part of the committee alumni of the NSW KM Forum.
 
 

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So come along and spend some time with like-minded knowledge professionals to listen, participate, collaborate and learn.  We look forward to seeing you there and at networking drinks following.

 
Register at our Eventbrite site here: https://nswkmforumsep2013.eventbrite.com/

Please Note: a $5 donation will be asked for at the door to cover incidentals

NSW KM Forum August Event:  

(1) Arthur Shelley (Organisational Zoo)

Register at our Eventbrite site: http://nswkmforumaug2013.eventbrite.com/

 

Date:  Wednesday 28th August 2013

Time:  5.30pm for a 6.00pm start – app 7.30pm finish

Where:  Cancer Council Australia, Level 14, 477 Pitt Street, Sydney

Instructions:  If you have any access issues please call 0405 676 045

Please Note: a $5 donation will be asked for at the door to cover incidentals

 

Topic: Arthur Shelley: Building trust, credibility and relationships with your senior decision makers

Knowledge initiatives seem to be constantly challenged to get sufficient mind space of the senior decision-makers.  This is required to secure ongoing support for knowledge based projects and to build sustainable capability to cope with complex changes, or even leverage change positively (is there any other sort of project?).  Behaviour, trust and relationships are your most powerful mechanism of influence, but these are very difficult to generate, take a long time and are easily eroded in organisations suffering from constant restructuring and politics. 

We will engage in interactive conversations and games that enable to you to understand others perspectives and engage with them in more constructive dialogue that leads to better performance outcomes (for you, your teams and the organisation as a whole).  Having experienced these activities, you will be able to take them back into your own workplace (and personal life) and immediately apply them – the more often, the more benefits you will generate.

About your speaker:

Dr. Arthur Shelley is a capability development and knowledge strategy consultant with over 30 years professional experience and an awarded tertiary educator. He has held a variety of professional roles including managing international projects in Australia, Europe, Asia and USA.  He facilitates courses on Knowledge Management, Project Leadership and Applied Research Practice in RMIT University’s MBA and Master of Project Management programs and KM through Open Universities Australia. Arthur is the author two books: Being a Successful Knowledge Leader and The Organizational Zoo, A Survival Guide to Workplace Behaviour and has written chapters for edited books, articles for academic and professional journals and has a regular blog providing insights from his research about metaphor and behaviour.

 

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So come along and spend some time with like-minded knowledge professionals to listen, participate, collaborate and learn.  We look forward to seeing you there and at networking drinks following.

Please Note: a $5 donation will be asked for at the door to cover incidentals

Register at our Eventbrite site: http://nswkmforumaug2013.eventbrite.com/

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