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Top 5 Tips to Collect and Protect Tacit Knowledge with Video

by Polycom Employee cara_daly ‎04-24-2014 12:44 PM - edited ‎04-24-2014 12:50 PM (1,791 Views)

An organization’s most valuable asset is knowledge.  Now more than ever before, organizations are aware of the importance of training to their success, and of the impact that training has on bottom-line performance.   Charles Jennings, former Chief Learning Officer of Reuters stated that only 10% of knowledge is derived from formal learning, while 70% comes from on-the-job experience.  That’s what we call ‘tacit knowledge.’ It’s the stuff you can’t find in manuals, the things you can only learn from decades on the job.  Or is it?

 

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 It’s true that tacit knowledge is difficult to transfer to another person by means of writing it down or verbalizing it.  That’s why apprenticeships, shadowing, and mentoring programs exist; they provide and effective (but time-consuming) means for passing this specialized knowledge from one employee to another.  But given the fast-pace of business today, how many organizations can afford long learning curves?

 

Today, more and more organizations are embracing video as a means to collect, archive and protect tacit organizational knowledge.  Here are my top 5 takeaways for how user-generated video content and video-based training creates a more effective and informed workforce:

 

  1. Enable recording from your entire video network.  It’s hard to predict where knowledge and expertise will come from, and many people are unaware of the knowledge they possess or how it can be valuable to others.  It’s important to create a knowledge sharing culture by encouraging informal best practice sharing, user-generated content, and mobile videos that can reduce learning curves and foster innovation.  Leveraging existing video conferencing endpoints or familiar desktop tools is a cost-effective way to achieve this objective.
  2. Standardize processes (like how videos are organized) across the organization.   It’s important to allow managers to approve submitted video content, apply metadata to enable users to search for specific tutorials, and file videos in the appropriate archive section through simple push-button workflows.  Organizations need to invest in the right tools to manage a growing content library with rules and logic.
  3. Formal training and tacit learning are two-sides of the same coin.  They shouldn’t be treated as separate initiatives when it comes to video.  Having a single video repository for both formal training and informal tutorials increases the likelihood that content will be found and consumed because it eliminates silos.
  4. Mobility provides information in the right place at the right time.  If a field service rep is performing a maintenance procedure, it’s much more convenient to view the tutorial right in front of the equipment, rather than back at a desk.   In a BYOD world, organizations can now provide complete, secure mobile access to their entire video content library from iPads and other devices.
  5. Regardless of topic, keep videos short and sweet.  It’s astonishing how much can be covered in 3 minutes.  Videos may range from “field video” segments that demonstrate best practices for maintaining equipment to tutorials on how to file expense reports, to “pre-job briefs,” or primers that prepare a worker for a complex task.  It’s better to have numerous video segments, rather than one long video, because it’s easier to consume.blog3.jpg

For more information as to how Polycom’s Video Content Management Solutions help training applications, watch this video and tell me what you think!

About the Author
  • I'm part of the global Industry Solutions team at Polycom, working in healthcare, education and government. I've been in the industry for nearly twenty years, and have spent the last ten helping healthcare organisations realise the benefit of the Polycom platform for better results.
  • Story teller and technology enthusiast. Loves the nuts and bolts of how a technology works. Enjoys hearing - and re-telling - anecdotes of how video is fundamentally improving collaboration, efficiency and productivity across all industries. Native of New England who loves lobster, his family and the Red Sox.
  • Anna is the HR Business Partner for Corporate functions in EMEA and UK & I Sales, and has worked for Polycom based in the UK for the past 6 years.
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  • Dr. Deborah A. Jeffries. How do I help people pursue health and happiness? My background: Patient Care, Collaborative Video for Healthcare, Physics, Engineering, Lecturer. Goal: Enable innovative programs that support better patient access, experience, and outcomes with cost effective systems. One answer: Blogging to share ideas and visions. Although the views and comments are mine, I hope they will help others, and perhaps bring a smile to someone’s face now and then.
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  • Marci Powell is Global Director for Education at Polycom and Chair Emerita and Past President of the United States Distance Learning Association (USDLA). Powell is a classroom teacher, administrator, and industry expert in the field of educational technology with extensive experience in applications related to lifelong learning and innovation. She serves as an advisor to public and private sectors in the Americas, Europe, Middle East, and Asia Pacific sharing global best practices and trends in education as a fellow educator and futurist. Her articles on distance learning have appeared in publications such as USA Today and has been quoted in numerous publications such as Financial Times, University Business Magazine, and Auckland Herald.
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  • Over 25 years of experience in AV industry specializing in professional video, audio, automation and communication technologies. Randy has been at Polycom four years as Director, AV Integrator Business Development.
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  • Ron Emerson, RN BSN. He is a former member of the board of Directors for the American Telemedicine Association and Chair of the Industry Council. He has more than 17-years experience in the healthcare industry. He is recognised as a thought leader in Telehealth, having developed a variety of innovative video-based clinical, medical education and social service applications, and consulted on telehealth deployments worldwide. He also held the position of Executive Director for a large telemedicine operation in the United States, where he was responsible for the efficient provision of services to 350 sites. Mr. Emerson was the recipient of the 2010 American Telemedicine Association Industry Council Award for his leadership in the advancement of Telehealth. Contact Information: ron.emerson@polycom.com O: 207-623-1342 C: 207-798-2160
  • A big fan of Microsoft Lync, seasoned Strategic Alliance marketeer, Dad, ancient American stone tools aficionado, and recovering globe trekker. All opinions are my own.
  • Ted has been in the field of computer and Internet security for 25 years. He is Polycom’s Security Product Manager.
  • VP of Marketing for Polycom EMEA responsible for the marketing strategy and execution in the region. 18 years experience on leadership, marketing, strategy, product management and business development in the unified communications and collaboration industry. In my spare time I have a love riding motorcycles on race tracks, collecting classic bikes, cycling and of course spending time with my wife and 3 daughters!!
  • I'm a Polycom UC Solutions Architect with 9 years of experience in IT Technical Sales for the B2B market (both small medium businesses and large accounts). I have broad experience in all aspects of collaboration, social networking and unified communications.
  • Alphonzo ("Zo") Albright. My goal: marry IT & Business! I have extensive background (24+) years driving Government performance. Former CIO and Deputy Commissioner Office of Administration and Intelligence NYC Government. As Global Director for Government Solutions, I work with partners in the creation of safe, tangible, cost saving solutions that embrace innovative video technologies to better support Justice Services, Public Safety and Citizen Services, and more. Alumnus of Harvard University, John F. Kennedy School of Government; Lincoln University, PA.
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