AcdntlPoet 2700019V2G Visits (3825)
Our last interview before IBM Innovate 2010 is with Kelly Smith. Kelly is Rational Support's social media guru and Knowledge Activist, as you've likely already seen. You can meet Kelly at the IBM Innovate 2010 Support Cafe' (agenda here) where she'll be talking about Support 2.0 specific to communities, social media and knowledge sharing in RCS. Kelly will also be roving the Innovate floor both live-tweeting, photographing, and blogging the conference here on the NFRS blog. Read on to learn more about Kelly, and stay tuned here for here words from the Innovate floor. And if you missed them, check out our previous interviews with other presenters and RCS peeps!
Tell us a little about yourself: who are you, what is your role in Rational Client Support?
My name is Kelly Smith, and I am a self-proclaimed Knowledge Activist for Rational Client Support. I do knowledge sharing, knowledge management, collaboration, innovation, electronic support, communities, hack day, and anything else shiny I can get my hands on.
How long have you been working for IBM and Rational?
I've been working for Rational since 1997(!)
Have you had any other roles in Rational?
I started out doing testing on the Rational Rose 98, and 98i releases. I've subsequently been in test, development and client support, all for IBM Rational.
What are you currently working on?
See above. Plus, you may not be aware, but Innovate 2010, the Rational Software Conference, is coming up. I'll be there, taking pictures, blogging, tweeting and talking about electronic support, and support 2.0. You can follow along here or on Twitter.
I call tweet-up!
Describe a normal day for you.
I'm definitely a morning person, so I use my early morning time to make progress on my projects – which are varied and wide-ranging, dealing from internal collaboration enablers, communication, social networking, knowledge management and electronic support – before the parade of meetings starts. I love working on strategic initiatives and making things better.
What project are you the most proud of?
I think I'm most proud of the work we've done to adopt Knowledge-Centered Support best practices in Rational Client Support … building a robust knowledge base of our collective experience to date for our support engineers to draw on; encouraging and enabling our engineers to work content in the PMR workflow, and making our knowledge business agile. KCS is a journey, not a destination, and we are far enough down the road now that we are realizing the benefits of KCS, in both our organizational efficiency and in your ability to find the answers you need.
I love to see a plan come together.
Are you a gadget person? What type of gadgets do you use?
I love gadgets, especially Apple ones.
What gadget, which you currently own, can you not live without?
My iPhone. I use it for EVERYTHING – email, web surfing, GPS, social networking, watching movies, reading books, playing games, and I love the utility apps: I have a spirit level app! Tellingly, my FATHER has just gotten his first smartphone and is rapidly becoming a convert to the technology.
How do you define success?
Making a difference. Go big, or go home.
In your spare time, if you have any, what hobbies or activities interest you?
I am a serial hobbyist. I am interested in EVERYTHING. Well, almost everything. I recently taught myself how to knit socks and how to tat. Sadly, I've only produced one pair of socks.
What tools / skills have you acquired that you feel are vital to your success in this field?
Key to success here or anywhere is a healthy curiosity and desire to make things better. Seth Godin's Linchpin Manifesto (htt
Have you worked on any projects that you feel were exceptionally exciting for you?
IBM's Hack Day, of course.. Hack Day is EXACTLY the kind of thing I love... grass-roots innovation and being just a little subversive.
Do you have any big plans for the future?
Well, I've already met my major life goal, which was to get the children out of the house before I died. Oh, you meant in my career? The best career advice I've heard recently is “do your best every single day, and your career will take care of itself”. And I think that's true. My career has taken me down some very interesting paths that I would have never considered as part of a life plan, but the opportunities appeared because of results I was able to achieve. So I focus on the work at hand, but remain open to new possibilities.
What is on your nightstand with regard to reading?
Ha! My current nightstand books are Galileo's Daughter, by Dava Sobel, and Benjamin Franklin: An American Life, by Walter Isaacson. However, these have both been on my nightstand for MONTHS. The problem with reading material on my nightstand is that I rarely get through more than a page or two before falling asleep. I should finish both by … oh... 2012. On the coffee table is Blindness, by Jose Saramago. I hope to finish that soon.
What is your favorite technology that fizzled or failed to live up to the hype?
Well, it's probably just me, but while I love the GPS capabilities of my smartphone, I'm not really interested in sharing my every move with the world at large. I don't get Gowalla or 4Square, and in fact, I don't really care if you are the mayor of Peet's Coffee in Lexington. Of course, that could also be because the only places I'm likely to be mayor of are my own house and the IBM Mass Lab.
What future technology would make your life easier?
A replicator (a la Star Trek) to make dinner for me.
How do you grow your technical skills?
How are you using social networking today?
On a personal level, surprisingly enough, not as much as I used to. Not sure why, but this (htt
How could you see yourself using it in 5 years?
I'm not sure. I was a bloggers' blogger until twitter and microblogging came about. I joined Facebook rather late in the game. The playing field keeps evolving … all I know is I'll be playing along!
Are you a blogger in the blogosphere? ... Are you a YouTuber? ...Are you an Author? .... Do you Tweet? …
I've had a personal blog since 2006 and have been tweeting for several years as well. My resume is on LinkedIn, and I'm on Facebook. I've also launched this blog, Notes from Rational Support, and helped establish Rational Client Support's web 2.0 presence: we are @RationalSupport on Twitter, IBMRationalSupport on Facebook, and IBMRationalSupport on YouTube.
What are some of your favorite webs
um.... Notes from Rational Support?!?! My google reader account is stuffed full of fun stuff on the web … some of my favorites: Neatorama, Information is Beautiful, The Steampunk Workshop, and Productive Flourishing.
kellypuffs 06000168YK Visits (3824)
What does VoiCE stand for?
It's shorthand for VoiCE of the Client Events.
What is it?
VoiCE is a series of 1-day or 2-day confidential conferences held in conjunction with Rational software conferences (Innovate) world-wide. VoiCE is also held at six-month intervals before/after Innovate in some geographies. Organized around product or solution-related tracks, VoiCE is attended by key clients, usually 10-25 per session. VoiCE is sponsored principally by Rational Support and VoiCE sessions are owned by Rational engineering and product delivery. Usually held in a face-to-face setting, VoiCE discussions are about:
VoiCE is geared toward:
Products that our clients are excited about and committed to because they’ve been able to meet directly with development and product teams and influence product direction.
World Wide VoiCE Events in 2010:
If you would like more information about these VoiCE events, please contact the VoiCE team at firstname.lastname@example.org
AcdntlPoet 2700019V2G Visits (3819)
YOU ARE INVITED to the Super Women's Group Networking Reception at Innovate 2012!
Please join executive hosts Wendy Toh, Dibbe Edwards, and Beth Friday for a networking reception at Innovate on Tuesday evening June 5th, at 7pm. Enjoy appetizers, cocktails and lively conversations with your peers.
Feel free to invite other Innovate women attendees to join us!
Don't miss out on this great opportunity to network and build connections.
We hope to see you there!
To RSVP or for more information please contact:
Register for Innovate 2012: ibm.
hat? What do you mean?
"Just in time, not "just in case" is a great catch-phrase that captures our knowledge management practices here in Rational Client Support. And we thought you might be interested in learning a little more about that.
We believe that knowledge base content (in a support context) is different and should be managed differently from other types of technical content, like documentation, white papers, or manuals. Technical Support content is dynamic and needs to be created, managed and delivered for "just in time" accuracy and freshness. A piece of support content is most valuable within the first 30 days of the problem being discovered. Unfortunately, many organizations take 60-90 days to document and release new solutions, which you can see from this graph is ... sub-optimal.
The Acme Co has started fielding support calls about the new bilateral destabilizer functionality, released last week. Sadly, a use case has emerged: if you plan on deploying the bilateral destabilizer underwater (like anyone would EVER do that), you need to make some adjustments in the motor housing.
Acme believes that getting this information out to their clients quickly is far more impactful than investing in a lengthy writing, editorial and review process while clients continue to struggle without this valuable knowledge nugget. Acme certainly doesn't want to continue to field calls about known issues. They want to get the knowledge as close to the clients as soon as possible, so their support engineers can be helping clients with new issues.
We believe the same is true for our business, and client surveys bear this out.
We want to fill knowledge gaps (yours and ours) as quickly as possible. We value accuracy and speed over presentation and format.
That is why we focus on "just in time", not "just in case". Content is created in the context of the issues a client is facing this minute - in the context of a PMR. We're not building an encyclopedia, we are providing solutions. And we create those solutions at the time they are being demanded. We recognize that knowledge is more accurately captured at the moment of using it, not in attempting to recollect it accurately later, which is why we ask our support engineers to capture their knowledge use in the PMR workflow. Capturing knowledge for reuse is not something we do afterwards, if we get a spare minute. It is an integral part of the core business.
Everyone in Rational Client Support is a knowledge worker. And you win.
kellypuffs 06000168YK Visits (3808)
Well, it's Week 2 of the grand WOTI experiment, and things are moving along swimmingly. We've got a nice little race shaping up in the Sent email department. Jason put us all to shame Week 1, by sending a grand total of three, count 'em, THREE (3) emails, easily winning the WOTI Overachiever of the Week Award. Week 2, we're all settled in for the long haul, and so i thought it would be a good time to discuss Step 2: Group Conversations and Identify Use Cases.
Luis Suarez tells us that it's easiest to first break up the mail in your inbox into 2 categories: Things That Belong in My Inbox and Things That Don't.
Things That Belong in My Inbox
Things That Don't
We've started breaking down the "everything else" bucket and grouping them into use cases. We'll be looking to move that information or transaction to a better home.
In a lot of cases, especially in these early days, that means transitioning closed conversations/ tasks/ knowledge-sharing to a more collaborative/open venue, and turning "bad" email into "good" email (aut
Here are some ideas:
Again, it all comes down to mindful processing of email, and spending just a couple of extra moments to stop and think .... is this the best way to share this information? Is anyone else likely to need this knowledge in the future?
Think NOT just of the immediate, tactical need for information or action, but the ability to capture that knowledge/action for reuse so that the entire organization can benefit in the future, and not re-invent the wheel, or waste time recreating knowledge assets that folks aren't sharing.
Is there a better way than email? I bet there is!