I’m a big fan of Nathan Wallace, the “let’s turn our intranet into a wiki” guy. He has just blogged about Juice, the initiative that won his team a Gold award in the Business Solutions category of StepTwo’s 2008 Intranet Innovation Awards. It seems simple enough: supplying new hires at his company with ICT equipment kits. But in true Wallace style, his team stepped beyond the procedural and aimed for transparency, user control balanced with accountability and outcomes that support the business and the internal client:

“The first impression on new starters for IT and the business as a whole has been transformed. On their first day we can now hand them a computer, mobile phone, mobile broadband, etc all configured and in working order. This truly shows that we are an efficient, organised company who value your arrival and expect you to be productive. In feedback to HR, basic logistics has gone from the number one frustration of new users to the item they are most likely to raise as unprompted positive feedback. For managers, the new starter process now requires no forms and works well regardless of the managers proactivity or experience in onboarding. This is a huge relief and reduced burden on their time.”

Now this isn’t really knowledge management, but knowledge managers could learn a lot from the Wallace approach, particularly with the key realisation early on that the IT Department needed to separate procurement (read, acquiring and implementing a KM system) from fulfilment (read, knowledge workers being happier, more productive and collaborative in their work) – and that they needed to focus much more on the fulfilment end to reach their objectives. Read the full case and examine your consciences.

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