Knowledge Services: Technology Transfer in the 21 st Century

1. Knowledge Services:Technology Transfer in the 21st Century Albert Simard presented to Federal Partners in Technology Transfer Halifax, NS, June 12, 2007

2. An opening thought… “One of the saddest features of the real world is that goods do not spontaneously present themselves for distribution” The Economist (Nov. 5, 1994)

3. Background NRCan Knowledge Services Task Group Mandate “Examine the nature of science-related programs in Natural Resources Canada, describe appropriate elements in the context of Government of Canada Service Transformation, and submit a report.” Understanding Knowledge Services NRCan (2007)

4. 3. Complex 2. Specialized • Tacit knowledge • Scientists, experience • Find patterns, understand • Technical documents • Experts, consultants • Design, develop systems • Observations • Explorers, innovators • Explore, test • Standards, manuals • Bureaucrats, administrators • Categorize, process 4. Chaotic 1. Routine Background Orders of Knowledge Adapted from Snowden (2002)

5. Describe Strategy + Measure Strategy +Manage Strategy = Effective Strategy Background A Business Perspective Adapted from Kaplan and Norton (2004)

6. Outline • Knowledge Services • Knowledge Services System • Framework Dimensions • Service Framework

7. Services What is Content ? • Collections – objects, artifacts:books, documents, rocks, minerals, insects, plant materials, diseased tissue, seeds • Data – facts, observations: elements, files, records, datasets, databases, statistics • Information – meaning, context: records, documents, reports, photos, maps, brochures, presentations, recordings • Knowledge – understanding, predictability: equations, models, scientific publications, experience, know-how

8. Services Objects Data Information Knowledge Wisdom Content Value Chain “Embedded value in the form of the message or signal contained within all elements of the content value chain.” “Flow of content through sequential stages, each of which changes its form and increases its usefulness and value.” (NRCan, 2007)

9. Services Knowledge Services

10. Sector / Society Organization Legend Extract Use Internally Use Professionally Use Personally Advance Embed Manage Transfer Evaluate Generate Transform Add Value Services Service Value Chain 1. 2. 3. 4. 5. 6. 7. 8. 9.

11. Services Knowledge Services - Stages • Generate(start Knowledge Services value chain) • Transform(goods & services increase utility, value) • Manage(permit transfer) • Use Internally(accomplish organizational objectives) • Transfer(enable external use) • Enhance(increase availability, utility, value) • Use Professionally(sector derives benefits) • Use Personally(individuals derive benefits) • Evaluate (organizational mandate, resources)

12. (Performance / Supply) Evaluate 1. Generate (Market / Demand) 8. Use Personally Metals & Minerals Forestry 2. Transform NaturalResources Organization 7. Use Professionally EarthSciences Energy 3. Enable 6. Add Value 4. UseInternally 5. Transfer Services Knowledge Market

13. .. Outline • Knowledge Services • Knowledge Services System • Framework Dimensions • Service Framework

14. System Mandate Recommendations Benefits Evaluators Intelligence Indirect Outputs Outcomes Organization Sector Canadians (secondary) Direct Outputs (primary) Body of Knowledge Knowledge (tertiary) (Knowledge cycle) Knowledge Services System

15. Who Work What Why Stage 1 Stage 2 Stage … Knowledge Services Benefits Value Chain System Knowledge Services System Structure Elements of Zachman (1992)

16. System Outcomes / Societal B. Personal Benefits Enhanced Outputs Recommend Use Profession-ally Use Personally Evaluate Performance/ Markets Add Value Canadians Clients Evaluators Interme-diaries Knowledge Society / Nature Organization Providers Originators Transact / Transfer Generate Developers Users Managers Outputs Content Use Internally Transform * Preserve / Enable * Products / Services Other Services Existing / Available Inventory Solutions * Lost System Stages * = essential

17. System Lost Value Mandate Organization Managers Preserve Enable toSharing Existing Inventory Accessible Inventory fromProduction toContent Management Sub-System

18. System Manage Content

19. Services Services System - Attributes • Independent of content or issues • Based on a sound logic model • Addresses real-world complexity • Includes all organizational “Infostructure” • Supports performance measurement • Helps identify important questions.

20. Outline • Knowledge Services • Knowledge Services System • Framework Dimensions • Service Framework

21. Dimensions “Structural outline of the components of an organization, system, or process and the relationships among them.” What is a Framework? Understanding Knowledge Services NRCan (2007)

22. Dimensions Why a Framework? • Provides structure in a complex world • Shows what the picture looks like • Describes how things are related • Lists everything that is included • Basis for planning and action.

23. Dimensions Framework Dimensions Scale Infrastructure Service Content

24. Organization Society - sovereignty Government - mandate Department - authority Sectors – resources Branches - coordination Programs - services Projects - deliverables Tasks - results Management Business Case – role Vision – goals Charter - existence Governance – decisions Framework – structure Policies - outcomes Strategy – approach Plans – procedures Content / Services Dimensions Scale

25. - Staffing • - Expertise • - Motivation • - Learning People • Computers • Applications • Systems • Communication • -Networks Technology Organization Content, Services • Mandate • Responsibilities • Authorities • Resources Processes • Collections mgt. • Data management • Information mgt. • Knowledge mgt. Dimensions Management Infrastructure

26. Executive C Communication Statistics Science Policy Industry Operational Dimensions Content Focus

27. Dimensions Sector / Society Organization Use Internally Use Professionally Use Personally S Manage Transfer Evaluate Generate Transform Add Value 1. 2. 3. 4. 5. 6. 7. 8. 9. Service Focus

28. Dimensions Scale Primary Dimension ? • Content • organization • management • supply • Services • clients • markets • demand Cost of running the business Investing in the business Infrastructure

29. Dimensions Services Framework - Attributes • Horizontal flow rather than vertical processes • Links science to policy and other outputs • Supports organizational mandate and business • Promotes sector outcomes • Emphasizes benefits for clients and Canadians • Helps identify important questions

30. Outline • Knowledge Services • Knowledge Services System • Framework Dimensions • Service Framework

31. Framework Mandate Business Model Business Recommendations Direction Establishment Direction Priorities Content Strategy Knowledge Services System Model Serviced-Based Framework Organization (implement) People (culture change) Process (inventories) Technology (systems) Management Plans Coordination Reports DM / IM / KM / TT RM / Lib. / Coll. Programs Service Framework

32. Access Interoperability Knowledge Markets Role, Approach Reach Privacy Security Communication Strategy Information Rights Richness Framework Important Questions

33. Framework Organizational Role in Knowledge Markets? • Content-provider, user, intermediary • Participant - owner, manager, developer, member • Support - champion, facilitator, funding, infrastructure

34. Framework Approach to knowledge markets? • Supply • Integrate different types of content • Measure system performance • Improve system productivity • Demand • Survey market wants & needs • Transform surveys into market intelligence • Adapt outputs to market wants & needs • Evolve capacity to reflect shifting markets

35. Framework Mandate Business Information Rights Content Strategy Serviced-Based Framework Service Vision Information Policies Management Plans Programs Information Rights and Policies Government of Canada

36. Framework Distribution of services among user groups? • Internal users – leaders, managers, planners, advisors, coordinators, knowledge workers • Body of knowledge – national & international science & technology communities • Other services – transaction,intervention, interaction • Intermediaries – governments, business, practitioners, trainers, researchers, media, NGOs, international groups • Clients - governments, business, practitioners, trainers, researchers, NGOs, international groups • Canadians – e.g., community, well being, safety, employment, education, consumerism, environment…

37. Framework Rich Richness Spectrum – Knowledge Transfer & Use Reach

38. Framework High Distribution Interaction Low Rich Middle Reach Richness Spectrum – Transfer Processes

39. Framework Rich Richness Spectrum – Interaction & Distribution Reach

40. Framework How will outputs and services be provided? One way or many? Push or pull? Synchronous or asynchronous? Channels • On-line • On-site • Off-site • Kiosk • Mail • E-mail • Telephony • Fax

41. Framework Why a Service Framework? • Direct link to organization’s business Supports strong business case for TT • Focuses on clients & Canadians In sync with GoC service transformation • Promotes a shift from supply to demand Here’s what we have / What do you want? Technology Transfer should be more successful with a service focus!

42. A Final Thought… “The first task of any theory is to clarify terms and concepts that are confused… Only after agreement has been reached regarding terms and concepts can we hope to consider the issues easily and clearly and expect to share the same viewpoint.” Karl Von Clausewitz (1780-1831)