Knowledge Management Policy



4936107-483079Knowledge Management PolicyAs of 10 May 2013ScopeThis policy is for all employees, subsidiaries, and consultants of Laser Shot. The information contained only pertains to digital communications and digital files, it is not intended for physical communications or files. This policy should be used as a guide when creating, storing, retrieving, or sharing any digital information with other employees, vendors, or clients of Laser Shot.Knowledge Management (KM)“Knowledge Management (KM) is getting the right information to the right people at the right time, and helping people create knowledge and share and act upon information in ways that will measurably improve performance.” – From NASA definitionKnowledge management (KM) affects virtually everyone, especially in the modern world. There is KM in the physical world and KM in the digital world. Things like file cabinet organization or storage locations are examples of physical KM. Things like digital file creation and file server organization are examples of digital KM. A good KM plan that is followed helps all users interact and collaborate, increase effectiveness, and conserve time. This policy is a supporting document to the KM e-learning modules. Collectively, the policy and training should guide digital interactions across the company, with our vendors, and with our clients.TrainingKM training is provided via internet e-learning modules. There are currently five e-learning modules:Introduction to Knowledge Management File NamingUsing ServersMetadata & Meta TaggingEmail & File DistributionThe modules are self-paced and intended to be taken in order, although they can be taken out of order or repeated as necessary. At the conclusion of each learning module, there is a short assessment. At the conclusion of all five modules, a final assessment, using scenarios, will provide a comprehensive check on learning and will generate a completion certificate. All employees will complete KM training and provide the printed certificate to their supervisor for validation.File NamingDigital files names consist of several parts, called elements. A correctly structured file name includes all elements and goes from broad category down to file specifics and a date. Properly named, a file name will indicate the contents without requiring the user to open it. Additionally, file names should be “web friendly”, avoiding the use of spaces and special characters where possible. Understandably, you will not always know all of the elements for a file name; put the elements you do know in the correct order and come back and rename the file when all elements are learned. The file name also provides an indication of where a file can/should be stored on a server.File Name StructureBroad-Category-Element_Sub-Category-Element_File-Specific-Elements_Date.ExtensionExample File NamesDocumentation_User-Manual_SUMT_20130204.pdfDocumentation_Quick-Start-Guide_SUMT_20130204.pdfTrade-Show_Request-Form_SHOT-Show-13_20120115.docxKeys to file namingElements are separated by an underscoreWords (within an element) are separated by a hyphenDate is in the YYYYMMDD formatExtension is automatically provided by operating systemFile name indicates contentsUse sufficient information without overdoing itElementsBroad Category: Generally tied to the high-level (root level) folder on a server. Sub-Category: (not always used) slightly more specific, but still general; element often tied to a sub-folder on the serverSub-Sub-Category: (not always used)File Specific: This is typically what traditionally constituted the entire file name, such as “Policy Manual” or “Client XYZ Quote”Date: Always written in 4 digit year, 2 digit month, 2 digit day format (YYYYMMDD) and as the trailing element of a file nameCategories Currently in UsePick the appropriate name from the following list of names for use as the Broad Category and Sub-Category (as applicable) element of a file name:Retail-SoftwareMarketingAdvertisementArticleBannerBrochure-FlyerImageLogoPress-ReleaseVideo(Departments)If a department is used, do not include the word “Department” in the file name, only the specific departmentAccountingAdministrativeExecutiveHuman-ResourcesInformation-TechnologyProductionResearch-DevelopmentQuality-ControlSales-MilitarySales-Law-EnforcementSales-OtherShipping-ReceivingSoftware-DevelopmentSystems-EngineeringTrainingPublic-SharesEmployee-Name(use the actual name)Trade-ShowShow-Name(e.g. SHOT, SCI, D&S, etc.)RenderPolicyFormsRoutine-MeetingsAll employees will follow corporate file naming standards when creating digital files.File ServersFile names will help to organize the file servers. At the root level of the Laser Shot file server (aka “LSMAIN”), you will find the following folders:Folder NameFolder ContentsRetail-SoftwareCurrent and previous software installers (builds) for all Laser Shot retail software. Retail software is not sub-organized by type (e.g. Military, Law Enforcement, etc.) as that entails institutional knowledge unavailable to most new hires.MarketingAdvertisementArticleBannerBrochure-FlyerImageLogoPress-ReleaseVideoDepartmentsAccountingAdministrativeExecutiveHuman-ResourcesInformation-TechnologyProductionResearch-DevelopmentQuality-ControlSales-MilitarySales-Law-EnforcementSales-OtherShipping-ReceivingSoftware-DevelopmentSystems-EngineeringTrainingPublic-SharesEmployee-Name(use the actual name)Trade-ShowShow-Name(e.g. SHOT, SCI, D&S, etc.)RenderSOP(Standard Operating Procedure)(note: for enduring trade shows, like SHOT, there will be a SHOT folder that contains all SHOT material (past and present)PolicyEmployee-HandbookKnowledge-ManagementSOPVacationForms(note: contains all currently used forms. Form file naming convention starts with form number)Routine-Meetings(note: contains any briefing materials used in support of routine meetings, e.g. Sales Slides)If there is a folder or sub-folder you require that is not listed, see the IT department to get it added (and this KM policy updated). Do not create other root level folders without authorization.Metadata & Meta TaggingMetadata is data about data. A good example of metadata is a physical library card catalog – each card includes data such as author, title, subject, and location. Meta tags are the answers to the metadata question, such as name (metadata) = Jeff (meta tag).Meta tags are used by search engines like Google or the Microsoft Windows Search function. Learning how to search, and what to search for, are critical to your success in the digital world. Using meta tags during file creation will greatly enhance your ability to find a document at a later date (or someone else to find that document).Meta tags are fairly easy to add. The following illustration uses the Properties dialog box from Microsoft Word. In order to add a meta tag, simply answer the question in the space provided (e.g. “Company” = “Laser Shot”).MetadataMeta TagsScreenshot of Microsoft Office Properties Dialog BoxEmailThis is not meant to be a comprehensive email policy; rather, it is intended to provide some basic guidance and best practices. When providing a Subject: for an email, use clear and concise words that aid the receiver in knowing what is in the email without having to open it. Your subject needs to be: descriptive enough that the user can anticipate what the email is about, that doesn’t get filtered by a SPAM filter, and that helps find an email in future searches.Use a standard signature block that is automatically attached to all emails. As a minimum, your signature block (assuming you are located at Laser Shot Corporate Headquarters in Stafford, TX) should include:--<Your Name>Laser Shot4214 Bluebonnet Dr.Stafford, TX 77477281-240-1122 workyouremail@Address email “To:” only the required audience and “CC:” others. Use “BCC:” with extreme caution. When you will be out of the office for an extended period of time (i.e. >48 hours), use the “Out of Office” response on Google mail or with Microsoft Outlook. Ensure that you include contact information for the person(s) that will respond on your behalf or that can reach you if necessary. Make certain that you let the contact person know that you are leaving.Avoid using email to distribute large files, or files to a large number of people. Our email policy limits email attachments to 10 MB or less. If you need to share a larger file internally, post the file on the file server and share the link via email. If you need to share a larger file externally, use a file transfer protocol (FTP), such as “Dropbox”, to transfer the file (post file and send the recipient the link).File DistributionWhen distributing files, ensure you are using the proper technique – don’t use email as a distribution tool for large files or large numbers of users. Determine who needs to know about a digital file, and whether it is new or has been modified. Once determined, notify the user of the file either face to face or via email. If you are using email, ensure your Subject: provides enough information for the recipient, and ensure you describe why you are sending them the file(s).If you need to distribute a file(s) greater than 10 MB in size, post the file(s) to a central location and distribute the hyperlink. For internal distribution (i.e. employee to employee), post the file(s) in the appropriate location on the file server and then email the link to that file(s). For external communications, ensure the recipient knows that you are sending them a large file(s) and then either post it to their FTP server or transfer it via “Dropbox” (see the IT department for help with either of these techniques).If you are working on a collaborative file, use automation features such as “Track Changes” in Microsoft Word to aid that collaboration.If you are sending multiple files, avoid grouping dissimilar files together (e.g. a new retail software installer and a human resources policy letter).RecommendationsIf you have recommendations, additions, or changes for this policy letter, contact the Laser Shot Information Technology department.ReferencesNASA Knowledge Management Team (2002). Strategic plan for knowledge management (1st ed.). Clear Lake, TX: National Aeronautics and Space Administration.This policy remains in effect until changed or rescinded:<Original to be Signed>Mark CampseyDirector of Operations ................
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