2Know Magazine: Sharing KM Knowledge
2Know: Sharing KM Knowledge
November 2019 - Magazine No. 242
November 2019 - Magazine No. 242

Like many Israelis, I spent the holiday season abroad on a brief vacation. I was looking for a low-cost, nearby location recommended by my friends. And so, enchanting Budapest was selected. In hindsight I can say that I did not realize how meaningful this trip would be for both my husband and me.

Our four-day vacation quickly became a journey to our Hungarian heritage. As both our Grandmothers were Hungarian, this trip was very emotional. Everything reminded us of our childhood at Grandma's house: the stories came alive, the language, the people. But most of all we were swept away by the scents and flavors. The goulash, the nokedli and even the desserts were reminiscent of my grandmother's cooking.

During our trip I found myself filled with a sense of pride. I couldn't stop thinking what a rich heritage my grandmother  left behind and how meaningful it is to us all. When we returned home to our daily routines, I still kept asking myself: what is a heritage? How is it created? Whose responsibility is it to create one?

I decided to look up the term 'heritage': A tradition; a practice or set of values that is passed down from preceding generations through families or through institutional memory (Wiktionary).

Every family has its heritage passed on from one generation to the next. What about organizations? Do organizations bear a heritage?

The more I reflect on this subject, the more I realize: yes, organizations have a heritage. Organizations manifest all characteristics mentioned above: a language, culture, history and oral/written history. Passing on this heritage depends on us as it is in our power to pass on our skills and knowledge

So, whose responsibility is it to pass on the heritage?

Is it the organization's responsibility, i.e. management should demand its managers to implement its culture and supporting work routines? While this is a solution, it is far from exclusive. We managers have a role to play, since every manager wants to know that their work over the years in the organization was important and essential. Any manager wants to know that they've successfully instilled values which have survived their departure.

I am all positive that anyone would be proud if their successors would act according to work procedures written by them. Anyone would love to hear that their risk management report has been used in current projects that didn't exist at their time.

I always say that I've learned from each and every manager. I hope that everyone working under me have learned from me, adopting tools and approaches. Although I know we are all unique, I hope that my heritage has been successfully passed on to my successors, colleagues and in some cases, those working under me. My heritage is what I've left behind: work procedures, overlap books and insights I've shared.

Much before I came a KM consultant, I was retaining my own knowledge. I wasn't yet familiar with the term 'knowledge retention', but I surely have been focused on creating my own heritage.

Some tips for creating a legacy. These tips suit any position in your organization:

  • Document your team's goals and objectives
  • Formulate a set of work routines and principles as procedures
  • Create a list of insights and attach it to the documentation of the project or work process. Remember: even recommendation that are currently nor applicable may become relevant in the future.
  • Organize the organizational folder, so that people who aren't familiar with the team can find any file simply and easily.
  • Before leaving your position, it's best to write an overlap book for your replacement. Make sure to provide your superior with one as well.

and a valuable tip…

A heritage can be cultivated through simple customs and occasional rituals. These rituals, which don't have to be associated with any national heritage, are the basis of any legacy. For example, a monthly positive feedback to an outstanding worker or team. This positive feedback can be reinforced by giving said worker/team a treat. Tradition is created by repeating the act and is an integral part of your legacy.

I highly recommend generating your own heritage by sharing and retaining your knowledge.

P.S. if all this reading about Hungarian cuisine has made you hungry, here's an authentic recipe for Hungarian goulash:



3 medium onions, chopped

2 medium carrots, chopped

2 medium green peppers, chopped

3 pounds beef stew meat

3/4 teaspoon salt, divided

3/4 teaspoon pepper, divided

2 tablespoons olive oil

1-1/2 cups reduced-sodium beef broth

1/4 cup all-purpose flour

3 tablespoons paprika

2 tablespoons tomato paste

1 teaspoon caraway seeds

1 garlic clove, minced

Dash sugar

12 cups uncooked whole wheat egg noodles

1 cup reduced-fat sour cream

Place the onions, carrots and green peppers in a 5-qt. slow cooker. Sprinkle meat with 1/2 teaspoon salt and 1/2 teaspoon pepper. In a large skillet, brown meat in oil in batches. Transfer to slow cooker.

Add broth to skillet, stirring to loosen browned bits from pan. Combine the flour, paprika, tomato paste, caraway seeds, garlic, sugar and remaining salt and pepper; stir into skillet. Bring to a boil; cook and stir for 2 minutes or until thickened. Pour over meat. Cover and cook on low for 7-9 hours or until meat is tender.

Cook noodles according to package directions. Stir sour cream into slow cooker. Drain noodles; serve with goulash.


Written By Yael Peichich

I am a mother of young children working full-time and a social activist in my local community. As such, I often feel like I'm missing out on something. I constantly want to be updated. Where are the best classes? which store offers the best sales? On an occasional night off, I search for a nice show or other form of entertainment for some quality time with my spouse.

I often find myself driving to nearby cities to fulfill these needs. This is quite frustrating as I waste so much time driving elsewhere while everything was available nearby.

I recently sat down with some other mothers at the playground. After some chitchat, I suggested we take our kids to a play in a city nearby. This seemed like a good idea, I reasoned, since I read on some social network that we could get a discount on tickets. To my surprise, she tole me  (quite arrogantly, I must say) she already bought cheaper tickets to a show playing nearby. It's only five minutes away! She then took it out of her purse: her resident card.

In recent years, resident cards are being distributed in an increasing number of cities. Well, what are resident cards? Who are they intended for? Is it worthwhile, and why?

After an in-depth study of this card, here are some of my findings.

The card is meant for all city residents (usually ages 13 and up). Its purpose is to enhance the connection between the municipality and city residents. It is also meant to enhance residents' pride and sense of belonging. The card offers various benefits, personal information and real-time updates on anything happening at residents' vicinity according to fields of interest selected by the residents themselves. These fields include art and music shows, children activities, community events, emergencies and hazards, etc. All updates are received either vie email or text message. This method allows users to be instantly and constantly updated.

Everybody benefits from resident cards. It is a win-win situation for all parties involved. Local businesses of various sizes are a fine example of a benefited party. These businesses can now advertise to residents who will naturally prefer using their services. Thus, local businesses bloom based on local clientele. Residents are constantly updated and therefore don't need to snoop around for benefits, events and activities. They actually enjoy many benefits as well as discounts offered to residents only. Assessments argue that residents will save hundreds and even thousands of Shekels a month on entertainment and consumption throughout the city.

In many municipalities, Knowledge Management is focused on distributing knowledge to residents rather than intra-municipal management. Resident cards are just one way to improve knowledge distribution by providing users/residents with more, albeit focused, knowledge.

This case study can be a lesson to all organizations. Every organization should consider optimally distributing its knowledge to its customers using advanced digital channels in all kinds of formats.

The influence video has had on communication in general, and more specifically organizational communication, has been discussed greatly in recent years. Video as a medium has been present in our lives for a while now and has been used in any possible type of media. Recently, it has been incorporated into social networks. The changes it has gone through since its inception in the early 1950s are astounding.

Studies have shows that exposure to video greatly surpasses email or posts. Furthermore, video length has considerable effect. Nowadays, video messages have been reduced to 7-15 second videos.


Video in organizational settings

Many large organizations convey intra-organizational messages via video. This method is easy and accessible. Furthermore, it sends the message more personally and is more interesting. Videos increase exposure to the video, email, process, etc. Intra-organizational videos can be added interactive segments which call to action. These segments can contain a link to a survey or allow users to express their opinion and provide feedback.

Nowadays, one can use their smartphone for filming a short video, add automatic closed captions and distribute the video to hundreds and thousands of workers. This is quite effective as said workers prefer this medium over a long email. This email would probably be deleted by most workers before being fully read.


Everything is measurable

Like any digital media tool, video can be quantifiably assessed. This assessment id divided by the amount of people that viewed it, how many viewed it in full and how many shut it off mid-view. Thus, conclusions can be reached in order to increase target audience exposure in future videos. This data is affected by the video itself as well as its accompanying text. For example, videos titled "11 tips for…" will garner more views than "12 tips for…". Surprisingly, studies have indeed proven that odd numbers have a greater effect on users. Check it our next time you enter a website.

This assessment provides us with many options that can assist us in both knowledge management and result analysis. A KM video could be a new system's video tutorial, a video tutorial for new workers or any call to action. These videos can be reused as they answer frequently repeated questions.


Someone is in charge

Google, which controls 70% of the internet market with its Chrome browser, has instilled several rules regarding videos embedded into websites. These rules regard User Experience issues, such as an available 'sound off' feature.

Furthermore, we are all familiar with Google Analytics which is quite useful for any assessment. Google Analytics is a solution for assessing video, display, etc. and is supported by both mobile and desktop formats. Google Analytics offers various data, including number of clicks, views, etc.

The most important criteria to consider regarding video are user exposure, how many users were exposed, how many users viewed the video in full, how many gave up several seconds into the video, what time of day offers maximum exposure, which is preferable: mobile or desktop, and (in case of a globally distributed video) from which countries did most viewers access the video.

This data is a vital tool for knowledge managers as they allow them to manage and better channel their video messages. The following example might show the importance of analytics and analysis: 70% of YouTube users watch videos that they did not choose themselves. These videos weren't randomly chosen, either. YouTube/Google's systems monitor the users' viewing habits and accordingly select videos that will get them to stay on the app/website.


Yet, but…

Like any technology, video has its disadvantages. Its production requires time, resources, planning, screenwriting and recording. Its greatest disadvantage is that one can search for text yet not for video content. The only way to find a specific video relies on tagging or hashtags (#). Furthermore, organizational culture usually presents additional barriers to the use of video as a communicational video.


An example of video utilized for KM purposes

There are several examples of intra-organizational incorporation of video. Video can be used in intra-organizational settings for tutorials for a system recently introduced to workers, such as a document tagging/management system. Another example could be a video expressing gratitude or announcing the winner of some intra-organizational contest. For example, an outstanding worker shown receiving a certificate. The worker can then express their thanks for being picked. This short video can encourage other workers to emulate the winner.


In conclusion

Video plays a vital role in organizational settings. Considering the technological changes video has gone through, intra-organizational and organizational environments will be increasingly affected by video. Video will probably address various subjects which will in turn lead to a vast change in organizational culture.

So, next time you watch a 15-seconds video, think about the way this video has made from its inception to your device.





Written by Rom Knowledgeware
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