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Answers to Remaining 10 Questions from KM/Social Media Training w/ RightNow
June 9, 2011 at 9:10 pm #132508
Wow. Today was an awesome training session on knowledge management and social media.
We got a bunch of questions left to answer so here they are. Will get the rest of panel to help answer.
1 – First, just an opinion — social media is more knowledge sharing and should be part of a larger KM program …
2 – Is a welcome page good to have for a Facebook page or should it go straight to wall posts?
3 – Is Facebook and Twitter effective enough if you can’t afford to make a website like these?
4 – I have signed on to the social media movement and its various toolsets, except for Twitter. Please sell me on how to use Twitter to interact with peers, friends, etc. and on Twitter’s role in our culture and its growth.
5- How do you get people to move from knowledge sharing (e.g. Retweeting) to acting on things they find on social media platforms?
6 – Can you speak a bit about the challenges and costs in storing/archiving our conversations? E.G. old emails, old tweets, old messages (where old/out-of-date could mean 1 month or a 1 day) – how can we decide what/when is kept, and at what cost?
7 – For companies just getting into the social media field, it’s very overwhelming and intimidating at first. What advice do you have on where to begin- after creating accounts on twitter/facebook- it feels that many of our competitors are already so established, how do we make our mark as a “rookie”?
8 – How do you keep the social convesations from becoming more “noise” that makes it harder for users to find information?
9 – How do you best “manage” (for lack of better word) a dynamic social media platform so that its remains work relavant and not time waster or just a place to rant. In other words how to keep the information specific and relavant without limiting topics of disscussion?
10 – I’m a “new” KM Manager and am still floundering. Can I be contacted by somebody to point me to Knowledge Media applications? I understand the concept but I need someplace to house/manage tacit and explicit knowledge. [email protected]
June 9, 2011 at 9:14 pm #132516
Great questions – just wanted to make sure people saw this as well – our Knowledge Management group – https://www.govloop.com/group/knowledgemanagementingovernment
June 10, 2011 at 3:58 pm #132514
Those are some awesome questions to ask. I would like to lump a few of the questions together since they are similar in nature. In particular, the questions about using Twitter and Facebook.
The whole Knowledge Management realm in terms of Social Media is really a very new concept. It is kind of like the old Wild West for lack of a better analogy. I think that if you wade into it first on a personal level (as long as your company or agency allows that), you can get a good feel of what would work for your organization. For example, I subscribed to Facebook mostly because my teenage son was on it. I needed to keep track of what he did. Now, I use it to keep in touch with friends who are a long ways away geographically. I also see everyday that small businesses say ‘Friend us on Facebook’!
In terms of Twitter, it really is most effective in broadcasting updates to relevant followers. It can be an interactive tool, but isn’t as effective used that way. Again, if your organization allows it, get the feel of it personally and then introduce it slowly. My most emphatic response is, make sure that you have some policies in place, are creating them, or are aware of what they are so that if or when something undesirable happens, you know what to do.
Thanks again for attending yesterday.
June 11, 2011 at 4:24 pm #132512
For #9 I have two ideas:
1) It’s okay to have some personal conversations. Think about a real work meeting. You know the first 2-3 minutes before a meeting starts as people walk in…its often personal conversation. Talking sports, kids, American Idol. You need that chit chat as builds rapport.
2) The key is really setting the tone and moderating. For example on govloop, most of what we discuss is core to how to make government better. If something is really off topic, we let folks know and ask them to take it down. Or minimally we highlight on our front page and in our newsletter the type of dialogues we want more of.
June 15, 2011 at 4:06 pm #132510
Just as a follow-up to last week’s training, I am posting some updated facts for the Oregon GovSpace collaboration tool I discussed.
There are some updates and corrections I would like to share. Here is the updated information:•Oregon GovSpace is a Software as a Service platform, hosted by Jive. The actual hosting is performed at the SunGard datacenter in Aurora, Colorado•230+ organizations use Oregon GovSpace, about 40+ are agencies, boards, commissions, Oregon counties and cities•Level 2 (Non-confidential) information is allowed but not Level 3 (Confidential)•Jive was an Oregon company that moved their headquarters to the Silicon Valley area of California in May of 2010•Oregon GovSpace is a 2 server mirrored system using the Son/Father/Grandfather model for backing up data. This provides a total of 14 unique backups for each server in the vault at all times
•All websites using the Oregon branding pull from the Oregon.gov header from a central location dynamically, including Oregon GovSpace, for consistency across most state platforms
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