1) Raw Information: The unstructured data, ideas, “crib notes,” and thoughts that we all have. However in this instance, it is the raw information surrounding the job or responsibility that the individual performs within the enterprise. Sometimes these are the “workarounds” to get something done when you run into obstacles or roadblocks, other times they are just shortcuts, techniques, to perform a job or function.
2) Organized Information: This is the process of capturing and classifying that raw information. This is where the “knowledge bases” and other types of information systems come in. Many enterprises make it this far. Sometimes these are the “workarounds” to get something done when you run into roadblocks or obstacles. Other times they might be the shortcuts or techniques to more efficiently perform a job or function.
3) Acquired Information Experience: This is the interaction with the organized information. This can be through search functions, employed taxonomies, reports, or other methods of accessing the organized information. This is after the capture of the information in steps 1) and 2) above, and involves its wider availability than in the individual who originally developed or “held” the knowledge or information. Few organizations or enterprises make it much further than this. However, this is the beginning of the true learning organization.
4) Applied Experience (Knowledge!): This is the practical application of the organized information after it has been acquired. Whether this acquisition is through word of mouth, training, or some type of information management system (that is wrong named a knowledge management system) or through a “knowledge base”. This is where the cost savings, revenue opportunities, continuous process improvement opportunities, and real competitive advantage begins to come to fruition.
5) Refined Experience: This is more of the inherent “knowing” what to do in a broad variety of contexts that may not be directly related to the task or issue at hand. It is when an individual can draw on that level of inner experiences mixed with intuition and make the right decision or provide the right answers when there is not enough information to make such a determination under normal circumstances. This can also be a type of “making the complex appear to be simple.”
Bill Wood from R3Now wrote a piece called “SAP, ERP III, SOA — Learning Organizations through Social Media Collaboration.” That article laid out a way to integrate social media tools like Forum software into the SAP help system. What this means is that end users can capture real time information about the system, or shortcuts, or requests for simplification or other useful information and disseminate it to the organization. This also provides a method for workers in any department or area, in real time, to provide feedback that focuses on the company value proposition or competitive pressures. Above is the model he produced.
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