Leadership

Question 1

Identify the attributes of effective organizational change management (PG 123)

Answer 1

• Strong leadership
• Understanding and communicating the relevance of KCS to the organization
• “What’s in it for me” for each of the stakeholder groups
• Reward and recognition

Question 2

Identify the benefits of a Strategic Framework (PG 130)

Answer 2

• forms the basis for the communication plan
• is a critical tool for gaining executive support
• can help sustain KCS focus across “executive turn over”

Question 3

Identify the benefit of having and communicating a compelling purpose (PG 126)

Answer 3

• Basis to make good decisions
• Encourages participation
• Sense of belonging (feel good about contr. + accomp)
• Foundation for motivation

Question 4

Identify the benefit of having explicit organizational values as an element of the organization’s vision (PG 126)

Answer 4

An effective leader’s enthusiasm for the purpose, values, and brand promise becomes contagious.

Question 5

Identify the benefit of having a brand promise (PG 126)

Answer 5

If we have an intent with respect to what we would like those we serve to say about us, we are more likely to interact in a way that promotes those attributes.

Question 6

Given a scenario, identify why assessing communication effectiveness is important to a successful KCS adoption (PG 151)

Answer 6

CE indicators assess level of buy-in and understanding across the organisation -> good judgements at task level (context: bigger picture)

Question 7

Identify internal motivators

Answer 7

• Achievement
• Recognition
• The Work Itself
• Responsibility
• Mastery
• Autonomy
• Purpose

Question 8

Internal motivators - Achievement

Answer 8

• KCS proficiency level, earning the right to publish or becoming a KCS Coach
• Creating KCS articles others are using
• Expanding breadth of product knowledge
• Contributing to the goals of the organization in a measurable way
• Collaborating as part of a group that is creating value for the business

Question 9

Internal motivators - Recognition

Answer 9

• Reputation based on creation of value in the knowledge base, others know you because of your KCS articles in the knowledge base
• Acknowledged for knowledge contributions through KCS measures and reports that are visible to the group
• Acknowledged by organization leaders as role model for others

Question 10

Internal motivators - The work itself

Answer 10

• Less redundancy, always working on interesting new things
• Confidence in taking broad range of incidents because hte knowledge base complements existing knowledge

Question 11

Internal motivators - Responsibility

Answer 11

• Licensed to publish (KCS competency) without review by others (autonomy with accountability)
• Licensed to modify/improve content
• Part of a team
• Collective ownership for content - “flag it or fix it”

Question 12

✔ Identify leadership’s responsibility in sustaining KCS (PG 151)

Answer 12

Ensure knowledge workers understand why the organization is doing KCS

+ benefits for both the organization and the knowledge worker