Jason Marty will provide an overview of KM in the legal industry (terms & trends), a review of the KM initiative at Baker & McKenzie, and a forward look at KM opportunities in the coming years. The discussion will combine some analysis of technical trends with a focus on the cultural and organizational aspects of implementing a knowledge management program.
BIO:
Jason Marty is the Global Director of Knowledge Management for Baker & McKenzie Global Services, LLC. Mr. Marty is responsible for implementing the Firm's knowledge management program and managing the efforts of a global team of lawyers and professional staff. He holds a Masters degree in Rhetoric from Temple University in Philadelphia, PA and a Bachelors degree from Drake University in Des Moines, IA.
MEETING DETAILS:
Jason Marty is planning to present from the Factiva offices, and we will also have the usual webinar / teleconference to the Allstate location. See the location details in the sidebar at http://kmchicago.blogspot.com/. As usual, we are scheduled from 5-7 pm.
Tuesday, August 30, 2005
Sunday, July 31, 2005
48 Years of Paper – Changing the Culture of the Allstate Financial Contact Center
presentation by Theresa Calabrese, Jenny Matya, Barbara Miller & Nancy Wise of Allstate Financial
9 August 2005 (Tuesday)
5 - 7 pm at Allstate with webcast to Factiva (see sidebar for directions)
Strategic Challenge
Allstate Financial has several contact centers located in three different states, each of which operations semi-autonomously. As we have integrated these call centers to handle calls from other locations, we discovered a need for sharing of information by customer service representatives. Much of the information used to answer customer and agent calls was inconsistent among representatives and across service centers and largely paper based. Life insurance and annuities are, by and large, heavily regulated by state. Approval of all content by our Legal, Tax and Compliance departments created a challenge many organizations undertaking content management do not have to face. Training already takes far too long and taking representatives off the phone for training they may not use immediately is not effective.
Solution
We needed to create a content management solution that would transform existing paper and scattered on-line documents into dynamic, interactive knowledge delivered at the moment of need.
We developed a new paradigm, where the employee/learner is viewed as a knowledge seeker, with constantly changing learning needs and timeframes.
Presenter Bios
Theresa Calabrese is a graduate of National-Louis University and has over 24 years of experience with Allstate Insurance in Human Resources, Training Design and Delivery and front line management. In addition to co-leading the Knowledge Management initiative, she is working on a project to enhance Leadership development and accountability
Jenny Matya is a graduate of Indiana University. She interned two years with Allstate Financial training and accepted a permanent position upon graduation. In 2004, Jenny joined the Knowledge Management team and has worked extensively with our technology partners to create system specifications and the automated workflow in Interwoven.
Barbara Miller brought 21 years of personal trust administration experience to Allstate during the inception of the Allstate Bank. Barb has a MLIS from Dominican University and earned her 6 Sigma Black Belt certification in 2004. Her library science and 6 Sigma skills are a great asset to the Knowledge Management initiative. She has worked extensively in developing and analyzing measurements for the project.
Nancy Wise brought over twenty years of management experience when she joined Allstate Financial in 1998. Since joining Allstate, she has managed the training department that supports the Allstate Financial Operations service centers and most recently is managing the Knowledge Management team.
9 August 2005 (Tuesday)
5 - 7 pm at Allstate with webcast to Factiva (see sidebar for directions)
Strategic Challenge
Allstate Financial has several contact centers located in three different states, each of which operations semi-autonomously. As we have integrated these call centers to handle calls from other locations, we discovered a need for sharing of information by customer service representatives. Much of the information used to answer customer and agent calls was inconsistent among representatives and across service centers and largely paper based. Life insurance and annuities are, by and large, heavily regulated by state. Approval of all content by our Legal, Tax and Compliance departments created a challenge many organizations undertaking content management do not have to face. Training already takes far too long and taking representatives off the phone for training they may not use immediately is not effective.
Solution
We needed to create a content management solution that would transform existing paper and scattered on-line documents into dynamic, interactive knowledge delivered at the moment of need.
We developed a new paradigm, where the employee/learner is viewed as a knowledge seeker, with constantly changing learning needs and timeframes.
Presenter Bios
Theresa Calabrese is a graduate of National-Louis University and has over 24 years of experience with Allstate Insurance in Human Resources, Training Design and Delivery and front line management. In addition to co-leading the Knowledge Management initiative, she is working on a project to enhance Leadership development and accountability
Jenny Matya is a graduate of Indiana University. She interned two years with Allstate Financial training and accepted a permanent position upon graduation. In 2004, Jenny joined the Knowledge Management team and has worked extensively with our technology partners to create system specifications and the automated workflow in Interwoven.
Barbara Miller brought 21 years of personal trust administration experience to Allstate during the inception of the Allstate Bank. Barb has a MLIS from Dominican University and earned her 6 Sigma Black Belt certification in 2004. Her library science and 6 Sigma skills are a great asset to the Knowledge Management initiative. She has worked extensively in developing and analyzing measurements for the project.
Nancy Wise brought over twenty years of management experience when she joined Allstate Financial in 1998. Since joining Allstate, she has managed the training department that supports the Allstate Financial Operations service centers and most recently is managing the Knowledge Management team.
Tuesday, July 05, 2005
Plug-n-Play Knowledge Management
Kevin Desouza of The Engaged Enterprise will present on "Plug-n-Play Knowledge Management" at the July meeting of KM Chicago. He will be located at our Loop location (Factiva) with live webcast to our Allstate location (see sidebar for details).
Date:July 12, 2005
Time:5:00 - 7:00 pm
Summary: Knowledge management agendas are most often characterized as static, one-time, and inflexible. Organizations may gather knowledge, code it, store it, and apply it. Yet, when faced with a similar problem in the future, most organizations will be forced to reinvent knowledge and move through the creating and application cycles again - a costly and ineffective proposition. One reason, for this is the lack of foresight and upfront care in devising a flexible knowledge management system. What does it mean to build a knowledge program that is flexible and agile? Mr. Desouza will highlight how one can build a knowledge program that resembles the "plug-n-play" approach. The concept of "plug-n-play" is familiar to us from the computer hardware domain. Without plug-n-play capabilities integration of seemingly unrelated and distinct hardware components will become cumbersome and unfriendly. In the presentation, Mr. Desouza will discuss what features and components are required in order to build a knowledge program that emulates the plug-n-play nature.
Biographical detail: Kevin C. Desouza is the President of The Engaged Enterprise, a strategy consulting firm with expertise in the areas of knowledge management, crisis management, strategic deployment of information systems, and government and competitive intelligence assignments. He also serves as the Director of the Institute for Engaged Business Research, a think-tank of the Engaged Enterprise. He has authored Managing Knowledge with Artificial Intelligence (Quorum Books, 2002), and co-authored Managing Information in Complex Organizations (M.E. Sharpe, 2005). He recently edited New Frontiers of Knowledge Management and co-authored Engaged Knowledge Management both books are scheduled for release by Palgrave Macmillan in early 2005. In addition, he has published over 80 articles in prestigious academic and practitioner journals such as Information and Management, Communications of the ACM, Journal of the American Society for Information Science and Technology, Technology Forecasting and Social Change, Government Information Quarterly, Journal of Business Strategies, International Journal of Technology Policy and Management, Business Strategy Review, Emergence, IT Professional, Journal of Knowledge Management, Knowledge Management Review, Knowledge and Process Management, International Journal of Information Management, European Management Journal, HR Magazine, among others. He is currently serving as an associate editor of the Journal of Information Science and Technology and is on the editorial board of several journals. Mr. Desouza has been an invited speaker on a number of cutting-edge business and technology topics for industry and academic audiences.
Saturday, May 14, 2005
Learn about Intellext's Watson at June Meeting
The June 14th meeting will feature a presentation by Jay Budzik, PhD, founder and CTO of Intellext, Inc., based in Evanston. The presentation will include a demo of Watson.
Dr. Jay Budzik, co-inventor of Intellext's core product, Watson, leads the research and development efforts of the company. Prior to founding Intellext, he was an active researcher in computer science for the last seven years at Northwestern University's Intelligent Information Laboratory, where he led a wide array of research projects aimed at facilitating access to information. Dr. Budzik's other projects included an intelligent question and answering system for delegates at the Democratic National Convention held in Chicago in 1996, and the Flytrap system, which automatically synthesizes new music experiences for a group based on observed preferences. He is widely published on topics ranging from groupware to intelligent agents. One Budzik paper, "User Interactions with Everyday Applications as Context for Just-in-time Information Access", is cited frequently by top international researchers and industry leaders. Budzik has delivered demonstrations and lectures to audiences ranging from international research groups to CEOs of Fortune 500 companies, including invited talks at Ford Motor Company, the MIT Media Lab, the International Conference on Intelligent User Interfaces, and the American Society for Information Science. Articles on Budzik's research have appeared in the Los Angeles Times, USA Today, the Chicago Sun-Times, WGN-TV and L'Ordinateur Individuel.
Budzik earned a B.S. with both general honors and honors in computer science from The College of The University of Chicago, and holds a Ph.D. in computer science from Northwestern University.
Dr. Jay Budzik, co-inventor of Intellext's core product, Watson, leads the research and development efforts of the company. Prior to founding Intellext, he was an active researcher in computer science for the last seven years at Northwestern University's Intelligent Information Laboratory, where he led a wide array of research projects aimed at facilitating access to information. Dr. Budzik's other projects included an intelligent question and answering system for delegates at the Democratic National Convention held in Chicago in 1996, and the Flytrap system, which automatically synthesizes new music experiences for a group based on observed preferences. He is widely published on topics ranging from groupware to intelligent agents. One Budzik paper, "User Interactions with Everyday Applications as Context for Just-in-time Information Access", is cited frequently by top international researchers and industry leaders. Budzik has delivered demonstrations and lectures to audiences ranging from international research groups to CEOs of Fortune 500 companies, including invited talks at Ford Motor Company, the MIT Media Lab, the International Conference on Intelligent User Interfaces, and the American Society for Information Science. Articles on Budzik's research have appeared in the Los Angeles Times, USA Today, the Chicago Sun-Times, WGN-TV and L'Ordinateur Individuel.
Budzik earned a B.S. with both general honors and honors in computer science from The College of The University of Chicago, and holds a Ph.D. in computer science from Northwestern University.
Tuesday, April 26, 2005
Tools & Techniques for Knowledge Retention
Tools & Techniques for Knowledge Retention: UOP’s KM Initiative in Action.
May 10th meeting.
Is it possible to keep essential knowledge from leaving the company as experts change jobs and approach retirement? Members of the UOP KM Core Team will present a review of the techniques & tools they are using to facilitate Knowledge Retention. They’ll discuss results from their Knowledge Continuity pilot program in 2004 and plans for expanding elements of that program in 2005. In addition, they’ll share some of their methods to help business units prioritize knowledge retention projects, show examples of knowledge maps in use at UOP, and talk about new retention techniques that will be piloted soon.
Bios:
Michael Schoonover has over 26 years experience at UOP as both a scientist and manager, and has been Director of Knowledge Management since 2002. He has a Ph.D. in chemistry, and earned his Six Sigma Black Belt certification in 2004 in KM. In addition to leading the core KM strategy and implementation team, he has responsibility for best practices in technology management processes. He has written and lectured throughout his career on technology management, innovation, and scientific discovery.
Laura Claggett joined UOP in early 2002 as the Library Manager, and was formerly with Helene Curtis/Unilever for 18 years as an information researcher and library manager. She began working on UOP’s Knowledge Management team in 2003, and earned her Six Sigma Green Belt certification in 2004 in KM. In addition, Laura teaches the Special Libraries course at Dominican University’s Graduate School of Library and Information Science.
Christina Krawczyk has over 15 years experience in corporate libraries, and joined UOP in 2002 as an Information Specialist. She began working on UOP’s Knowledge Management team in 2004, and managed the Knowledge Continuity pilot project last year. Christina was one of 30 Illinois librarians selected to participate in Synergy: The Illinois Library Leadership Initiative 2004, a unique yearlong program designed to develop future leaders in the library professions and in the Illinois community.
May 10th meeting.
Is it possible to keep essential knowledge from leaving the company as experts change jobs and approach retirement? Members of the UOP KM Core Team will present a review of the techniques & tools they are using to facilitate Knowledge Retention. They’ll discuss results from their Knowledge Continuity pilot program in 2004 and plans for expanding elements of that program in 2005. In addition, they’ll share some of their methods to help business units prioritize knowledge retention projects, show examples of knowledge maps in use at UOP, and talk about new retention techniques that will be piloted soon.
Bios:
Michael Schoonover has over 26 years experience at UOP as both a scientist and manager, and has been Director of Knowledge Management since 2002. He has a Ph.D. in chemistry, and earned his Six Sigma Black Belt certification in 2004 in KM. In addition to leading the core KM strategy and implementation team, he has responsibility for best practices in technology management processes. He has written and lectured throughout his career on technology management, innovation, and scientific discovery.
Laura Claggett joined UOP in early 2002 as the Library Manager, and was formerly with Helene Curtis/Unilever for 18 years as an information researcher and library manager. She began working on UOP’s Knowledge Management team in 2003, and earned her Six Sigma Green Belt certification in 2004 in KM. In addition, Laura teaches the Special Libraries course at Dominican University’s Graduate School of Library and Information Science.
Christina Krawczyk has over 15 years experience in corporate libraries, and joined UOP in 2002 as an Information Specialist. She began working on UOP’s Knowledge Management team in 2004, and managed the Knowledge Continuity pilot project last year. Christina was one of 30 Illinois librarians selected to participate in Synergy: The Illinois Library Leadership Initiative 2004, a unique yearlong program designed to develop future leaders in the library professions and in the Illinois community.
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