Knowledge
Management
Change Management Communications plan
Dede Pitts – May 2011
Company Confidential
1
© 2008 Nokia
V1-Filename.ppt / YYYY-MM-DD / Initials
Project Background
• Business case – Nokia has consistently needed ways to easily collaborate and find
pertinent materials.
•
Internal discussions have indicated a need for a renewed, consolidated approach for
collaboration
•
Collaboration tools were non-standard and many files relating to projects were stored
on hard drives or shared drives – obscure and hard to find
•
As a result of surveys and interviews with Managers, it became clear that there is a
need to know what others know and a clear way for that to take place.
• Knowledge Management Project Team was formed to easily connect project
managers with the people and information needed for their daily work.
• Outputs of the team include:
• Find a solution for knowledge sharing
• Make a way for project managers to easily find the pertinent information needed to do their
daily jobs
• Make it easier for project managers to locate people who have experience in the projects on
which they are embarking.
Company Confidential
2
© 2008 Nokia
V1-Filename.ppt / YYYY-MM-DD / Initials
Communication objectives
A. Make sure the “party starters” and key users are highly motivated to encourage
others to use the solution.
B. Engage the worldwide community – introducing and demonstrating the solution
C. Utilize Crowdsourcing and Socialcast as additional means to collaborate.
D. Measure success and monitor content creation and management.
E. Have a flourishing collaborative community that has the means to know
what others know and make it a part of their Business as usual way of working.
Company Confidential
3
© 2008 Nokia
V1-Filename.ppt / YYYY-MM-DD / Initials
Elements of communication
1. Planning
•
Create Comms plan, actions and timeline
2. Set up
•
Arrange for calls with Party Starters
•
Arrange for calls with the Nokia Community
3. Launch
•
Prepare launch materials
•
Conduct calls that cover the purpose, use of and what is needed from the
participants
•
Crowdsourcing launch
4. Follow up
•
Survey
•
Measure success by monitoring content
•
Review need and plan for Change Management
Company Confidential
4
© 2008 Nokia
V1-Filename.ppt / YYYY-MM-DD / Initials
Communications approach
PRINCIPLES
• Through engaging the Nokia community, encouraging them to use a collaborative
solution in order to find information needed to do their jobs, a desired atmosphere of 2way communication (sharing and feedback) will be established and utilized as regular
way of working.
CHANNELS
•
Knowledge Management Library
•
Advocates
•
Slide sets
•
Articles in Nokia Insider and Nokia News Desk
•
Social Cast
•
Roundtable discussions
https://in.nokia.com/sites/IndirectSourcing/oc/KM/KMlibrary/default.aspx
• Dragon’s Den
•
Crowdsourcing
•
Flyer – marketing piece on site and have conspicuous ways for entering the site
•
Telcos – Live Meetings
•
Monitor usage
•
Video
•
Pulse survey
Company Confidential
5
© 2008 Nokia
V1-Filename.ppt / YYYY-MM-DD / Initials
Key Messages - Overview
The key messages will be built around the following themes:
1. We heard you when you said that you need ways to find out what projects
others are working on or who has worked on similar project
2. We know you don’t want to have to reinvent the wheel each time you start a
project
3. We have a way for you to find materials and information and people that you
need
a. Info about the solution
b. Include other channels such as Crowdsourcing and Socialcast
4, The solution is not complete, but we’ve had a pilot group who has given good
feedback
a. Your help is needed
1.) Help us by adding content
2) Give us feedback on the ease of use
3) Be an advocate
Company Confidential
6
© 2008 Nokia
V1-Filename.ppt / YYYY-MM-DD / Initials
Key Messages – What has changed?
• From a informal process that included various repositories for project materials, a
single solution is available that all materials and links can be easily downloaded
and accessed.
• There is more than one way to search through the solution
• Use of the links on the icon
• Or from the Search function
Note the various searches that are available:
• Within the KM Library
• All Sites
• People
• KM Assets
• People portal is an important part of collaboration
• Update and keep current in the people portal showing current and former projects,
expertise, what you’re working on currently, mentor/coaching experience, etc.
Company Confidential
7
© 2008 Nokia
V1-Filename.ppt / YYYY-MM-DD / Initials
Key Messages – Why it changed?
• In order to have a user-friendly solution for storing and sharing knowledge, an
agreed upon location called Knowledge Library is put into use starting May 18.
Company Confidential
8
© 2008 Nokia
V1-Filename.ppt / YYYY-MM-DD / Initials
Key Messages – What are the benefits?
• Ease of use
• Clear and adaptable storage for versatile documents and links
• Assumption that content management is kept current and relevant will lead to ease in
finding and using stored information than before
• A common network for all community members to utilize
• Feedback and discussion capabilities built into the solution
• Allowing for 2-way communication
Company Confidential
9
© 2008 Nokia
V1-Filename.ppt / YYYY-MM-DD / Initials
What is needed from the Nokia Community
• Knowledge Management Team
• Complete action plan including communication and follow up
• Measure success
• Party Starters
• Advocates who will promote the use of the KM solution
• Nokia Community
• Add content
• Give feedback on the ease of use and suggestions for improvement
• Be an advocate to the rest of the community
• Management
• Support and use the tool as necessary
Company Confidential
10
© 2008 Nokia
V1-Filename.ppt / YYYY-MM-DD / Initials
Implementation Phases
• What happens each month diagram
Concept Solution
Company Confidential
11
© 2008 Nokia
V1-Filename.ppt / YYYY-MM-DD / Initials
Develop solution and
testing
Pilot
Solution
Go
Live
Post Go-Live
support
Action plan
Communication
Action Plan
Knowledge Management Communications/Change Management Comms Plan
Execution schedule
Comms activity (e.g.
task, message, info
session)
Week 16 through 18
Pilot group.
Week 20
Target group of the
activity
3 calls - one to initiate and Conference calls and live
educate. One halfway to
meeting
see how things are going
and to clarify. 1 final call to
get final wrap-up feedback.
Ensure that management SMT
Calls
is behind and supportive
of project
Promoter encouraging use Party Starters
of the solution them as a
sounding board
Week 20
Once we're convinced that All Nokia
KM Library tool is linked
into the People function of
SharePoint, make sure we
communicate how people
can update their People
site.
Communicate Nokia-wide All Nokia
about the KM solution
Week 20
Week 20
© 2008 Nokia
Review / Status
approval
by
Dave
Complete
6-May
Dave and All
Dave
Complete
13-May
Dave and All
Dave
On Hold
After
Dede, Atte,
Harvesting Dave
Dave, Atte On Hold
Mini-prime time call and
18-May
possible training sessions 3 sessions
SharePoint, Nokia Insider 20-May
and e-mails
Dede
Dave
Complete
All
Dave
In
progress
In
Progress
Pending
All Nokia
Monitor usage/measure
All Nokia
reports from KM Library
8-Jun
Atte and all
Dave
Pulse Survey
All of Nokia
E-mail - Nokia Insider
15-Jun
Dede Atte
Dave
Company Confidential
12
Mini-prime time to show
what we’re doing and
asking what they think –
use
Nokia Insider, e-mail
Deadline Responsible
person
(support
person)
4-May
Dede, Antti, Jari
and Dave
Encourage curiosity.
Week 21
Week 21 through 25
Week 26
Channel
V1-Filename.ppt / YYYY-MM-DD / Initials
Action plan (Cont’d.)
Communication
Action Plan
Knowledge Management Communications/Change Management Comms Plan
Execution schedule
Comms activity (e.g.
task, message, info
session)
Target group of the
activity
Nokia Sphere Competition
Nokia Insider article (5/27) All of Nokia
E-mail reminder (6/1)
Follow-up Nokia Insider
article (6/3)
Make sure everyone is
Project team
using the knowledge
library to its full potential.
Sanity check for how
things are going
Send out notice to all
All of Nokia
Communicate winner of
Nokia Sphere competition about who won and what
the entry was (all place
winners will be
announced.
New competition around the Communicate a targeted All of Nokia
internal marketing
search function
communication to get
involvement in the
“search” function.
Periodic follow-up
“Content Sharer of the
All of Nokia
Month” people who are
actively inputting data
should be recognized for
their efforts and
performance
Establish ongoing
competition
Company Confidential
13
© 2008 Nokia
V1-Filename.ppt / YYYY-MM-DD / Initials
Channel
Nokia Insider and e-mail
Deadline Responsible
Review / Status
person
approval
(support
by
person)
06/03
Dave, Antti, Atte
On target
and Dede
Calls, articles, e-mails,
06/30 and All
beyond
To be
arranged
Nokia Insider Article
P7
All
On target
Article and e-mail
P7
Dave, Dede,
Antti, Atte
To be
arranged
Article and e-mail
P8
To be
arranged
Phase 2: Communication Planning
General
Awareness
Campaign
P5
P6
P7
•Launch
P8
P9
•Measurement - Re-focus – Reinforcement - Adjustments
Calls with Team
Updates and Info Sharing
Focus Area & Foundation Project Updates
Two-way communications
delivering action plans
Follow-up Prime Time Calls
Change Management Comms
Keep Category Leaders Informed
Keep SMT informed
Party Starter Involvement
One-on-one Unit discussions
Monitor usage
Monitor usage
Feedback follow-up
Feedback follow-up
Pulse Survey
Company Confidential. ©2010 Nokia
14
P10
Project Team
• Dave Berry– Project Lead
• Jari Koivisto – Project Plan
• Dede, Dave, Miia – Behavior, Change Management, Advocates and Comms
•
Antti Suorsa - Antti will make sure that he, Miia and Dave have specific actions
Company Confidential
15
© 2008 Nokia
V1-Filename.ppt / YYYY-MM-DD / Initials
Comms channels & activities (high-level) - draft
Before launch
•Pilot group (completed)
• Double check with IMT and
SU heads to make sure they
support the concept
Launch
•Set up 2 Telcos and Live
meetings to give overview and
story board and demo the
solution
•Continue Crowd Sourcing
involvement and encouragement
• Change Management Comms
• Monitor for usage
•E-mail with Advocates
• Article in Nokia Insider
and/or Nokia News Desk
• Heads up to Content
Owners
• Start the community
involvement in SocialCast
• Measurement (content added, etc.)
• Promote the People
Function
• Announce winner of competition
•Begin Crowdsourcing
campaign
•Putting the link to Knowledge
Management in various
locations
Company Confidential
16
After launch and Ongoing
© 2008 Nokia
V1-Filename.ppt / YYYY-MM-DD / Initials
• Competition around Nokia Sphere
•Pulse Survey
• Communicate to all about a
competition around the “search”
function of KM Library
• Establish an ongoing competition –
“Content Sharer of the Month”