Tag Archives: communication

Plain Speaking blog comes to an end

It is one year since I lasted posted a comment on Plain Speaking.

There are many reasons as to why content was suspended during this time. Suffice to say, the time has come for this blog to come to a close.

Thank you to the many people who have helped me over the years, especially those people whom I met as a result of the Plain Speaking blog. Blogging enabled me to think through a number of issues and helped record some of the events I have attended over the years. In that regard, blogging was both a personal and social activity on issues in communication, media and knowledge management.

I anticipate creating another blog in the near future on communication, media and knowledge management under a different name and within more defined parameters. Once the new blog is created, a notification will then be made on Plain Speaking. As such this is the penultimate post, but an end nevertheless.

Use the right language

How many times have you heard the expression: “You need to talk/write in the language of your audience”? If you want to be able to communicate with people , you need to know “the language” they are using. I am not talking about different languages – English/German/Spanish for example. I am talking about the need to communicate with the right words and expressions of your audience, of your target group, or of your clients.

Gerry McGovern speaks of the need to speak the right language in his recent blog post: Organization language versus customer language. He gives a good example of how governments (in this case the European Union) substitute organisational language for customer language. You have to ask yourself why this would be the case. Is it to obfuscate and confuse? Or is it simply that the people writing this material are trying to impress their superiors? Or is it a lack of awareness?

If it is the latter, then communicators need to better understand the people they wish to communicate with.  Using the right language will enable true understanding of the message and facilitate meaningful two-way communication.

Website and intranet content managers are one group of people that must use the appropriate language to meet the needs of their target audience. This often proves difficult when content management is decentralised within an organisation to individuals who have no knowledge of good content management practices.

In knowledge management, we need to ensure we use the right language too. Sometimes knowledge management terms are used without an appreciation that the people we are communicating with do not understand these words. One reason for this is that we sometimes assume that our KM language is the norm when in fact it is only the norm within our KM profession. Another reason is that some people who are not knowledge managers appropriate the terms to give themselves professional validity. And another reason, common to all types of content creators, is the idea that we are communicating (usually in written form) for our own egos and not focusing on the needs of the people we wish to actually communicate with. In other words, we need to be careful in how we communicate.

We can learn from the field of marketing communications how to improve our ability to better understand our audience, target group, or clients. The message here is to actually spend some time with our audience or target group, or at least do some research about them. We can also learn from each other in knowledge management – what have been some effective and not-so-effective ways we have tried to communicate knowledge management? If we can improve our own communication, then we can advance the broader understanding of knowledge management and advocate more effectively within our own organisations.

Happy New Year 2013

Happy New Year.

I hope that 2013 will be a good year in getting back to some regular blog posting. Last year was very disappointing for a number of reasons so 2013 should be better (I hope). I plan on continuing with posts about knowledge management, communication, and marketing.

That being the case, this first post for 2013 is just to get myself back into the metaphorical saddle. Sitting comfortably now, I sense that the blogging trail will be much more productive this year.

Giddy up!

Gov 3.0 Conference 2011

Tomorrow (Thursday 24th November) I will be attending the Gov 3.0 conference in Canberra. The tagline for the conference is “the future of social media and public sector communication”.

I am looking forward to what the speakers have to say, albeit I remain to be convinced that governments in Australia are serious about openness, citizen dialogue, and the full use of social media both inside and outside of Departments.

With respect to openness, the observable evidence in Australia and the United Kingdom seems to suggest that uploading millions of documents onto government websites is the solution. In many cases, there is little (if any) contextualised meaning applied to these documents. Documents written for specific purposes are placed into the public domain without that context being explained. There is still the issue over timeliness and relevance.  And the internal approval mechanisms to authorise (and disallow) the publication of certain government documents on the web can be trying. But really, is the average Joe Citizen in the mood to spend oodles of time scouring government websites to read through public-service-speak documents when all they really want to do is ask a knowledgeable person for an answer? Of course, not. There is therefore a need to consider the real needs of the citizenry beyond the selective publication of government documents on the web by government departments. After all, if publishing government documents is what open government is about, then we may as well ask Julian Assange to project manage the whole government openness agenda.

That is not to say that government documents on the web don’t have a place in providing information to the world. However, selective document availability is not the answer to openness without at least providing the necessary assistance and feedback mechanism for real citizen engagement. If I can download a government report but cannot discuss the meaning of the report with anyone inside government (i.e. the public service), then openness and dialogue are rather hamstrung.

When it comes to dialogue with citizens, the general polity likes to think that spewing forth tweets and answering constituent emails is enough. But the reality is that there is not much conversation and two-way dialogue in these type of exchanges. I remember Neil Postman saying in “Amusing ourselves to Death” that in the US in days of Lincoln and co., political dialogue was much more personal and immediate through public gatherings and political campaigning than what it has become now. Sure, I appreciate the issues of scale and technology, but citizen dialogue remains something that the political machine (and the administrative servants in the Public and Civil Service) are yet to achieve.

Social media is also important. There are plenty of politicians using social media – US President Obama and a number of Australian politicians are good examples. But there remains a certain disquiet about social media in the hallowed halls of the Public Service. The main concern is around risk (although there is also a good deal of ignorance about communication in general, let alone via web 2.0 technologies within a Department or with an external audience). The argument goes that social media represents a loss of control, is subject to unknown responses in the public domain, and acts as a diversion to the real work at hand. I’d like to have some sympathy for these concerns because I see some intelligent people using these arguments to say “No” for even the slightest of reasons.

However, there are many risks that can be mitigated against through proper procedures, through establishing organisational trust, and in the recognition that the benefits outweigh the risks. There also needs to be a recognition that organisations need to adapt to a changing world; where stakeholders have different needs and aspirations, than in previous times.

In the corporate world there are also communication risks associated with social media but, for the most part, the corporate world is more willing than the public sector to use social media in positive and interesting ways.

It is therefore of immense interest to me to hear tomorrow and on Friday what the speakers have to say about open government and connectedness; about particpatory discussion and citizen dialogue; about the transformative effects of social media; and about how information, knowledge and learning can flow more effectively in the digital economy than ever before.

In particular, I am keen to hear the experiences from the US about the use of social media and web 3.0 (?) communication channels to distribute information and enhance public engagement with stakeholders. I will also be interested to hear how social media fosters improved communication and participation from both citizens and within the public sector. There is much to learn – I hope that the conference provides those thinking and learning opportunities.

Knowledge brokering

In response to a post about knowledge brokering by Richard Vines on the ACT-KM listserv, I thought I should also share my comments here.

Before knowledge management came along and gained some traction as a discipline (or at least, a particular kind of management approach) we had libraries where information was provided, some of which was used to solve business problems and improve decision-making. While this form of explicit knowledge transfer was usually one way, in smaller special libraries inside organisations (especially corporate institutions), there were opportunities to harness tacit knowledge through knowledge brokering (even if at the time we weren’t calling this a knowledge broker role).

In my experience in working in special libraries in international banks in the late 1980s and throughout the 1990s, it was indeed one of my key (implicit) roles to act as a knowledge broker within the organisation. The reason was that it was my job to help people solve problems and improve decisions through providing information and knowledge. And even back then, some of us realised that books and journals and newspaper clippings weren’t the stuff of real competitive advantage – human capital was.

My knowledge broker experience sought to match up those with the right knowledge at the right time to those who needed it. In many cases, this brokering role became an addition to the basic information search, analyse, and deliver role I was already playing. The matching was often serendipitous, often opportunistic, and had relatively poor scaleability en masse. However, it did require me to build relationships and trust, while at the same time demonstrating keen awareness for what people were working on and what interested them. In this sense, the knowledge brokering was highly personal.

Nevertheless, knowledge brokering in these contexts of the time performed the role of matching existing tacit knowledge within the organistion to those individuals where it was needed. At the same time, my knowledge broking role also considered the compliance and “Chinese-Walls” issues so important within investment banking.

Finally, I must say that the opportunities arose because the “library” was regarded as being “neutral” and thereby had the ability to leverage trust, conversation and multiple interactions from which knowledge brokering was possible.

The bottom line, however, was in making conversation and establishing people connections; something that knowledge management still strives to reproduce (with more scale) today.