Day 1: Workshop 1 – Change Management
Day 1: Workshop 2 – The Role of the Intranet in the Digital Workplace of the Future
Day 1: Workshop 3 – Graphic Facilitation
Day 2: Conference
Day 3: Conference


5 Sep 2012 (Wed): Workshops
Time: 9.00am – 5.00pm

Workshop 1: Change Management, by Praba Nair

Securing the resources and support to launch a KM programme is a huge challenge in any organisation, but just as difficult is sustaining the momentum of KM initiative after the launch. A programme without the sustained nurturing of an organisation-wide effort faces the risk of extinction.

The workshop will highlight key principles in managing change successfully in organisations. We will also discuss challenges in enabling a knowledge-sharing culture and offer suggestions to address some of these challenges. We will answer many common questions, including:

Why do we need to manage change?
When should we start planning for the change?
Who should be involved in managing the change?
How do we get top management support?
How do we deal with politics and naysayers?
How do we sustain the change?
Praba Nair is Principal Consultant in KM and Change Management at KDi Asia, an international consulting and training services organisation based in Singapore. Prior to joining KDi Asia, he was the Director of the KM Competency Centre at NCS Pte Ltd, which is the largest IT service provider in Singapore. He has more than 20 years of varied professional and management experience in KM, Learning Organisation, Change Management and Human Resource Management spanning the private and public sector organisations in Singapore and the region. His regional experience includes engagements in countries such as Bahrain, Bangladesh, Cambodia, Fiji, India, Japan, Korea, East and West Malaysia, Indonesia, Myanmar, Philippines, Thailand, Taiwan, UK, US and Vietnam. He is also an Adjunct Lecturer at Nanyang Technological University and the Singapore Institute of Management.

He was a key architect in the development of the APO KM Framework. His articles and views have been published in various regional and international publications. He has also co-authored several APO publications such as ‘KM Facilitators’ Guide’, ‘Case studies for SMEs’ and ‘KM Tools and Techniques’. He wrote a chapter, ‘Knowledge Management in the Public Sector’, in the Times publication, ‘e-Government in Asia: Enabling Service Innovation in the 21st century’, 2005.

Workshop 2: The Role of the Intranet in the Digital Workplace of the Future, by Janus Boye

In more and more organizations, the intranet is growing beyond its original role as an internal communications channel and portal for productivity tools. At the same time, companies are rethinking the ways to get productive work done, putting more emphasis on teleworking, cross-team collaboration and employee engagement. The intranet of the future must support and stimulate this new way of working. To reach this ‘digital workplace’ you will need to address some fundamental questions:

What are the priorities and the right level of ambition for my organization’s intranet?
Who are the key stakeholders and how do they expect the intranet to evolve?
How will I set concrete targets and measure progress against them?
This workshop will give you some of the answers and will encourage you to work together with your colleagues to find additional ideas and insights. You will review various aspects of what the digital workplace of the future could mean for you:

Collaboration on the intranet
The “social” intranet
Mobile access to the intranet
Personalization and customization
Together we will make sense of it all and build a roadmap for your intranet. Beyond the above trends, we will also cover intranet governance best practices to learn from other organisations and how their intranets are managed.

This workshop will be light on technology, but still quickly cover the vendor landscape as one of the building blocks behind all intranets.

What you will learn:
What the key trends for the intranet/digital workplace of the future are. You will be challenged to think about what these trends mean for your organization, and how you can integrate them into your current strategy and plans for the intranet.

Janus Boye (@janusboye) lives in Denmark and works mostly on fixing large, global, complex and often failed intranet projects. He has worked with intranet benchmarking, tool selection and intranet strategy work for the past decade. He is founder and managing director at J. Boye, an international community for web & intranet professionals with more than 500 members in Europe and North America.

Workshop 3: Graphic Facilitation, by Nancy White

This experiential workshop will take place almost entirely at the drawing surface. We will start by warming up our drawing muscles and silencing those pesky inner censors. We will build into the basic practices of graphic facilitation and recording. We will pay attention to preparation, practice the actual visual work, and introduce follow up practices including digital capture of paper based images. You can expect to go away with icons, ideas and approaches which you can use immediately, as well as ideas about how to hone your practice.

When Might We Use This Practice?
Sometimes our imaginations are sparked by a visual where words fail us. Think about when communities plan and imagine their futures, when teams consider the possible outcomes for their projects, when groups create maps to track their progress. These are all opportunities to use visuals to engage and deepen community dialogue. You can use visual thinking to improve teamwork, communications, meetings, build engagement and to plan work. Step out of the PowerPoint rut!

Who Should Attend?
Facilitators, project managers, team leaders and members, town planners, teachers and anyone who would like to engage others beyond words. Please note: You do NOT need previous experience or have to consider yourself an artist. At some level, we can all draw and use visuals to enhance our communications and engage diverse audiences.


Come prepared to get your hands dirty.
Dress in comfortable clothes that can get dirty and you won’t be sad if they are stained.
Bring a pad of paper or journal to take notes – unlined is terrific.
Bring a digital camera to record the fruits of your labor.
We will supply the basic materials for the day, but you may want to purchase in advance your own set of materials. Details available upon request.
Nancy White (@NancyWhite) founded Full Circle Associates to help organizations connect through online and offline strategies. Her practices are diverse, including online interaction designer, facilitator and coach for distributed communities of practice, online learning, distributed teams and online communities, doodler and visual practitioner. She has a special interest in the NGO/NPO sector and the emerging practice of using communities and networks for work and learning. She blogs at, teach, present and write on online facilitation and interaction, social architecture, social media and visual practices. She is co-author with Etienne Wenger and John Smith of Digital Habitats: Stewarding Technology for Communities.


6 Sep 2012 (Thu): Conference Day 1
Time: 9.00am – 5.00pm


Light Refreshment


Welcome address by Edgar Tan (@tanedgar), President of iKMS


Keynote: David Weinberger (via video-conference)
Topic: Too Big To Know

We have always known that the world is too big for our small skulls, so we have created a strategy for knowing the world by reducing it. In the Information Age, this showed itself in the “Data Information Knowledge Wisdom” pyramid, that gets smaller as it goes up, and in the hierarchical structure of corporates, designed explicitly to reduce the flow of information as it moves up. This strategy worked well when the medium of knowledge was paper, a disconnected and relatively expensive medium. In the Age of the Net, we are adopting a new strategy of knowing the world through knowledge networks. They are able to scale up, but they change the basic nature of knowledge, from settled to unsettled, from filtered to inclusive, from orderly to messy, and from harmonious to full of disagreement. In this talk we will explore the nature, advantages and disadvantages, and meaning for business of this fundamental change in the nature of knowledge.

David Weinberger (@dweinberger) is a Senior Researcher at Harvard University’s Berkman Centre for the Internet & Society and Co-Director of the Harvard Library Innovation Lab at Harvard Law School. He is the author of Too Big To Know, Small Pieces Loosely Joined, Everything is Miscellaneous, and a coauthor of The Cluetrain Manifesto. He has been published in a wide variety of journals, including Wired and Harvard Business Review many times, as well as in Scientific American, The New York Times, Smithsonian, Foreign Policy, Salon, USA Today, the Boston Globe and The Guardian.

10.15 – 10.45am

Tea break

10.45 – 11.20am

Topic: Sharing is Caring on Your Intranet
Speaker: Janus Boye (@janusboye)

Your intranet plays a big role in making your organisation more open and transparent. Sharing is what’s next and in this talk Janus Boye will untangle the impact of this trend including:

From control to coordination: how sharing impacts the intranet manager role
How sharing can get your colleagues to care much more about the intranet
11.20am – 11.55pm

Topic: The Role of Social Media in Crisis Preparedness, Relief and Recovery
Speaker: Jason Chan, Lead (Capability and Development), RAHS (Risk Assessment and Horizon Scanning) Programme Office

In recent years, social media has exploded as a category of online discourse where people create content, share it, bookmark it and network at a prodigious rate. The five key characteristics of social media: collectivity; connectedness; completeness; clarity and collaboration lend itself to be used increasingly to support crisis management functions. Jason will examine the various categories of social media tools to understand how they can be utilised to enhance analytical and response capabilities of organisations for crisis preparedness, crisis relief and crisis recovery.

11.55 – 12.30pm

Topic: Case Presentation on the Implementation of Yammer at GS1 Australia
Speaker: Nicky Hayward-Wright (@NickyHW), Advisor, KM, GS1 Australia

Nicky will share GS1 Australia’s experience in implementing the enterprise social networking tool Yammer in a business environment for internal and external use to support a KM agenda and in a community network (The Creative Performance eXchange) to engage members outside of face-to-face meetings. She will cover sub-topics such as fit for purpose, governance, pain points and successes.

12.30 – 1.30pm


1.30 – 2.15pm

Topic: Knowledge Management Practices in Asia
Speaker: Praba Nair, Principal Consultant in KM and Change Management, KDi Asia

How is KM practised in other Asian countries? What kind of business objectives and challenges are being met by KM practices? What are some of the challenges in implementing KM? What kind of interesting lessons have they learnt? And what can we learn from them? In this talk, Praba will share with us a few case examples from his extensive work in the region.

2.15 – 3.00pm

Patrick LambeTopic: Why Senior Managers Should Care About KM: Lessons from the SMRT Committee of Inquiry
Speaker: Patrick Lambe (@plambeSG), Founding Partner, Straits Knowledge

Knowledge and information management are often seen as backroom support functions that have little strategic impact on an organization’s success or failure. The Singapore Mass Rapid Transit (SMRT) breakdowns in December 2011, affecting 220,000 commuters, demonstrate how systemic failures in understanding the critical role of knowledge and information can lead to disastrous failures in organisational effectiveness and widespread loss of public confidence. In this presentation, Patrick examines the findings of the Committee of Inquiry into the SMRT train breakdowns, and identifies critical points at which better knowledge and information management practices could have: (a) helped reduce the impact of the breakdowns for travellers and for SMRT; (b) improved SMRT’s response and recovery from the crisis; and (c) enabled SMRT to better defend its position when undergoing scrutiny and criticism. The session will identify the key questions that senior managers should be asking themselves to ensure that knowledge and information management supports critical organisation activities.

3.00 – 3.30pm


3.30 – 4.00pm

Topic: Big Data: Help Or Hindrance to Knowledge Management?
Speaker: Mark Lunt, VP Asia, and Ryan Sin, Senior Technical Consultant, Pingar

Big data is big news and can be a big problem. The numbers are staggering. To quote McKinsey, 30 billion pieces of content are shared every month on Facebook, and 40% projected growth in volume of data is generated per year.

Big data comprises huge datasets that cannot be managed effectively with traditional methods and tools. As well as large quantities of numerical data it includes vast amounts of unstructured data such as documents, emails, and social media messages that threaten to swamp KM and IT systems and processes. Before it can be managed and turned into valuable information and knowledge it has to be analysed and indexed and this needs new skills, tools and processes.

Mark and Ryan – specialists in the analysis of unstructured data – will explain what big data is, how it can be managed and the value (and knowledge) that can be extracted from it.

4.00 – 4.30pm

Topic: Facebook and Youth’s Knowledge Sharing Behaviours
Speaker: Faridah A Rahim Noor (@pristadel), Lecturer, Temasek Polytechnic

Faridah will share the results of a pilot study on the impact of Facebook usage on various aspects of youths lives including emotional intelligence, cognitive efficacy, self-esteem and social intelligence. A pilot study involving 82 polytechnic students was conducted in February 2012 and the results have implications on knowledge management. The research team would like to share the results of the pilot study with the knowledge management community to seek their feedback to be incorporated into the main study.


Reflections on Day 1
Facilitated by Rosalind Gan (@rosdagan), Ministry of Manpower/Vice President, iKMS


End of Day 1


7 Sep 2012 (Fri): Conference Day 2
Time: 9.00am – 5.00pm


Light Refreshment

9.00 – 9.30am

Presentation of the KM Excellence Awards

9.30 – 10.15am

Keynote: Nancy White (live)
Topic: Have We Created Our Own Personal Hell: The Proliferation of Communities and Networks
Or, Three Radical Proposals for Connected Knowledge

Technology has changed what it means to be together. Now we can connect, create and share knowledge, work, learn and interact with the person sitting next to us and the person half way around the world. We can belong to any number of “knowledge communities or networks.” We now not only have an abundance of information, but an abundance of actual and potential connections. So why does it feel like we are starting to lose our minds with this proliferation. Is it information overload? Connection overload? What should we do to make the most of this embarrassment of richness rather than let it torture us with unfulfilled promise? Nancy White brings us three radical proposals to provoke our thinking and hopefully, action.

Nancy White (@NancyWhite) founded Full Circle Associates to help organizations connect through online and offline strategies. Her practices are diverse, including online interaction designer, facilitator and coach for distributed communities of practice, online learning, distributed teams and online communities, doodler and visual practitioner. She has a special interest in the NGO/NPO sector and the emerging practice of using communities and networks for work and learning. She blogs at, teach, present and write on online facilitation and interaction, social architecture, social media and visual practices. She is co-author with Etienne Wenger and John Smith of Digital Habitats: Stewarding Technology for Communities.

10.15 – 10.45am

Tea break

10.45 – 11.20am

Topic: KM at the Health Promotion Board
Speaker: Ang Hak Seng, CEO, Health Promotion Board

HPB has been awarded a Silver in both the Technology and Culture category by an international panel of evaluators for this year’s KM Excellence Awards. In this presentation, Hak Seng will share HPB’s achievements in knowledge management.

11.20 – 11.55pm

Topic: Eliciting Expert Knowledge
Speaker: Dr Vincent Ribière, Managing Director, Institute for Knowledge and Innovation Southeast Asia (IKI-SEA)

Eliciting the knowledge of your experts so that it can be shared with their colleagues or transferred to the next generation, is a way to reduce the risks of knowledge loss and facilitate knowledge transfer. Different methods can be used to elicit/capture the knowledge of an expert. Vincent will present the MASK method (Method for Analyzing and Structuring Knowledge) originally developed in France for the needs of the CEA (Center for Atomic Energy). This methodology was successfully used in various International companies. It allows representing the knowledge of any expert using 6 models, which will lead to the creation of an “e-knowledge book” (Web based system). Such dynamic system can be used for knowledge transfer, for training or as reference for other employees in the field.

11.55 – 12.30pm

Aw Siew HoongTopic: Lessons Learnt 2.0 – Making Lessons Learnt Work Harder for the Business
Speaker: Aw Siew Hoong (@awsiew1), Senior Knowledge Advisor, Projects and Technology, Shell

The Shell KM team has reinvented lessons learnt to be more than just a database to which people refer. They have combined the elements from ROCK (Retention Of Critical Knowledge), technology and people engagement to make lessons learnt more ‘human’ and business relevant. They piloted it in major capital intensive projects in Shell and in the pilot project users attributed USD100 million of savings and cost avoidance to the new lessons learnt process. In fact, the valuating of lessons learned is also a cornerstone of the new lessons learnt process. In this talk, Ash will update us on the new process.

12.30 – 1.30pm


1.30 – 2.00pm

Topic: Leveraging the Cloud for Knowledge-Based Service Innovations
Speaker: Eric Tsui (@eric_yh_tsui), Professor, The Hong Kong Polytechnic University

Cloud computing is increasingly being adopted by organisations as a viable mean of utility computing. In Asia Pacific, cloud adoption is especially high and the trend is accelerating. However, most businesses would consider the cloud as a convenient and economical way to consolidate services and save costs. Few have, up to now, realised the disruptive power brought about by the cloud. This talk will highlight the reality and opportunities for leveraging the cloud to enhance communications, collaborations, innovations and learning. In particular, focus is on how to design and utilise knowledge services that support job refactoring, human-machine cooperative tasks, idea and expertise sourcing, social and lifelong learning by aligning the cloud to support core service innovation concepts like dynamic capabilities, co-creation of value, and service integration.

2.00-2.30 pm

Topic: Practical Story Techniques for Knowledge Managers
Speaker: Karuna Ramanathan (@karuna9468), Dy Head, Centre for Leadership Development, Singapore Armed Forces

Storytelling is potentially a simple yet effective knowledge management practice within organisations. However, the knowledge manager is often confronted by how difficult storytelling can be, especially as its artistic aspects tend to be emphasised by consultants in the professional storytelling business. The simple truth is that everyone in the organisaion can be storytellers. This session will examine the development of storytelling and story techniques for KM use. Karuna will explain how simple storytelling techniques can be used in team discussions, Communities of Practice, strategic retreats and project management lessons learnt. The session will conclude with how story techniques can strengthen KM practice in organisations, and result in the creation, transfer and integration of knowledge.

2.30 – 4.30pm – Knowledge Market (or concurrent knowledge sharing activities), including…

Sharing by winners of the KM Excellence Awards 2012, and…

Topic: Retaining Experience and Expertise at IE Singapore
Facilitator: Shaharudin Mohd Ishak, Senior Manager, International Enterprise Singapore

IE Singapore is continuously seeking ways to increase the velocity in sharing information and extracting business insights from information. It is critical that our employees have timely access to relevant information/knowledge that enables them to effectively partner the companies in their overseas ventures. These information and knowledge span across a broad spectrum of markets, industries and capabilities, given the diverse coverage of IE Singapore’s work. To support these activities, IE Singapore is turning to its intranet to provide, not only a central repository of key knowledge documents, but also an avenue for officers to share experiential knowledge with everyone in the organisation through social media. In this sharing session, IE Singapore KM Team will share the challenges faced as well as the solutions in overcoming the knowledge sharing barrier.

Topic: Making a Strategy Stick Using Stories – A Case Study
Facilitator: Shawn Callahan (@unorder), Founder, Anecdote

Companies often spend significant time and money crafting their strategy. The company’s boffins work diligently to crunch the numbers, agree the goals and the good ones identify a set of bold moves that they hope will deliver success. Sadly, most companies then do very little to help their people understand and be able to recall the strategy. Without recall a strategy is effectively useless because it is unlikely to affect day-to-day decision making.

This case study tells the story of the Australian arm of the 5th largest insurance group in the world and their desire to make their strategy stick. Shawn’s company Anecdote worked with their extended executive group to co-create a story of their strategy and then taught them to tell that story orally, without PowerPoint and without notes, so their strategy stays alive every day influencing the many small decisions (and the big ones too) that ultimately decide the fate of their company.

Topic: Managing Intranet Stakeholders
Facilitator: Janus Boye, Founder and Managing Director, J. Boye

Most intranet managers just talk about ‘managing stakeholders’ but no one ever seems to have a plan about how to do it. In this knowledge café, you will discuss with Janus different approaches and find out what works.

Topic: A Closer Look at the Implementation of Yammer at GS1
Facilitator: Nicky Hayward-Wright, Advisor, KM, GS1 Australia

This session is for those who wish to take a closer look at GS1′s implementation of Yammer.

Topic: Cloud Computing and Business Innovation
Facilitator: Eric Tsui (@eric_yh_tsui), Professor, The Hong Kong Polytechnic University

In this session, you can discuss in detail how Cloud Computing will have an impact on knowledge workers and knowledge work, how best to leverage the cloud for knowledge creation & retention, how knowledge workers can leverage on Big Data in the cloud, and the risks and impediments to cloud adoption at the personal and organisational levels.

Aw Siew Hoong

Topic: Eliciting and Transferring Expert Knowledge and Experience
Facilitators: Aw Siew Hoong and Dr Vincent Ribière

In this session, you will discuss how expertise and experience can be effectively retained and transferred.


Reflections on Day 2
Facilitated by Lim Kwang Kok, National Library Board/Vice President, iKMS


End of Conference

Note: Some details to the programme are still being worked out, so do come back regularly to see what else has been added.