Creating a Knowledge Sharing Platform

My AI lesson of the week: The tech isn't the hard part…it's the people! During my prior work at the Institute for Healthcare Improvement (IHI), we talked a lot about how any technology, whether a new drug or a new vaccine or a new information tool, would face challenges with how to integrate into the complex human systems that alway at play in healthcare. As I get deeper and deeper into AI, I am not surprised to see that those same challenges exist with this cadre of technology as well. It’s not the tech that limits us; the real complexity lies in driving adoption across diverse teams, workflows, and mindsets. And it’s not just implementation alone that will get to real ROI from AI—it’s the changes that will occur to our workflows that will generate the value. That’s why we are thinking differently about how to approach change management. We’re approaching the workflow integration with the same discipline and structure as any core system build. Our framework is designed to reduce friction, build momentum, and align people with outcomes from day one. Here’s the 5-point plan for how we're making that happen with health systems today: 🔹 AI Champion Program: We designate and train department-level champions who lead adoption efforts within their teams. These individuals become trusted internal experts, reducing dependency on central support and accelerating change. 🔹 An AI Academy: We produce concise, role-specific, training modules to deliver just-in-time knowledge to help all users get the most out of the gen AI tools that their systems are provisioning. 5-10 min modules ensures relevance and reduces training fatigue.  🔹 Staged Rollout: We don’t go live everywhere at once. Instead, we're beginning with an initial few locations/teams, refine based on feedback, and expand with proof points in hand. This staged approach minimizes risk and maximizes learning. 🔹 Feedback Loops: Change is not a one-way push. Host regular forums to capture insights from frontline users, close gaps, and refine processes continuously. Listening and modifying is part of the deployment strategy. 🔹 Visible Metrics: Transparent team or dept-based dashboards track progress and highlight wins. When staff can see measurable improvement—and their role in driving it—engagement improves dramatically. This isn’t workflow mapping. This is operational transformation—designed for scale, grounded in human behavior, and built to last. Technology will continue to evolve. But real leverage comes from aligning your people behind the change. We think that’s where competitive advantage is created—and sustained. #ExecutiveLeadership #ChangeManagement #DigitalTransformation #StrategyExecution #HealthTech #OperationalExcellence #ScalableChange

𝗛𝗼𝘄 𝘁𝗼 𝗟𝗲𝘃𝗲𝗿𝗮𝗴𝗲 𝗨𝘀𝗲𝗿-𝗚𝗲𝗻𝗲𝗿𝗮𝘁𝗲𝗱 𝗖𝗼𝗻𝘁𝗲𝗻𝘁 𝗶𝗻 𝗟𝗲𝗮𝗿𝗻𝗶𝗻𝗴 𝗣𝗿𝗼𝗴𝗿𝗮𝗺𝘀 📚 Struggling to keep your learning and development (L&D) content relevant and up-to-date? I get it. The rapid pace of change in today’s business environment can make it hard to keep training materials fresh. Outdated content can lead to disengagement, ineffective learning, and ultimately a less competitive workforce. Here’s a game-changing solution: leverage user-generated content (UGC). Trust me, it's a powerful way to ensure your training materials remain current and highly relevant. Ready to revamp your L&D program? Here’s how to get started: 📌 Create a Platform for Content Sharing: Develop a dedicated space where employees can easily share their knowledge, experiences, and insights. This could be an internal social network, a forum, or a collaborative platform like Microsoft Teams. 📌 Encourage Peer-to-Peer Learning : Foster a culture where employees feel motivated to contribute. Recognize and reward those who share valuable content. This not only keeps the material fresh but also builds a sense of community and collaboration. 📌 Implement User-Generated Video Content : Allow employees to create short videos on specific topics, best practices, or recent learnings. Use these videos in your training programs to provide real-world insights and practical tips. 📌 Moderate and Curate Content: While user-generated content is valuable, it’s essential to have a moderation process to ensure the accuracy and quality of the information shared. Curate the best content and integrate it into your formal learning programs. 📌 Use Feedback Loops : Encourage employees to provide feedback on the user-generated content. This will help identify gaps, refine the material, and ensure continuous improvement. 📌 Incorporate UGC into Formal Training : Blend user-generated content with traditional training methods. This hybrid approach ensures that your training programs are dynamic, engaging, and up-to-date. Embracing user-generated content not only keeps your learning materials relevant but also empowers employees, fosters collaboration, and enhances engagement. Imagine a workforce that’s continuously learning and sharing knowledge, always ready to tackle new challenges. Got any tips on leveraging user-generated content in training programs? Share your strategies below! ⬇️ #LearningAndDevelopment #UserGeneratedContent #TrainingInnovation #OnlineLearning #EdTech #EmployeeEngagement #ContinuousLearning

Unpopular Opinion: It doesn't matter how many days a week you bring people back to the office if your organization lacks employee trust. I recently had a conversation with a young professional who believed that they couldn't speak up within their organization because, at one point, they were told by their manager that they didn't have enough experience to have an opinion. This type of behavior damages the individual's personal career growth, including their ability to develop the skills and experience if they don't feel like they can question their own assumptions and the assumptions of others. It also damages the overall organization's ability to succeed since it prevents people from bringing their best ideas forward and working together collaboratively and productively. Yet, in all the conversations around RTO from leaders, so much is centered around a need for more productivity and innovation. Trust is the glue that holds teams together, empowers individuals, and creates an environment where employees feel valued and supported. When employees trust their employers and colleagues, they are more likely to be engaged in their work, perform at their best, and take risks that lead to innovation. Numerous studies have highlighted the significant impact of trust on organizational success. According to a study conducted by the Harvard Business Review, companies with high levels of trust experience 74% less stress, 106% more energy at work, 50% higher productivity levels, and 76% higher engagement rates compared to low-trust organizations. So how can employers cultivate trust in the workplace? It's not by getting people to show up to the office more. Here are a few key strategies: 1️⃣ Lead by example: Trust starts at the top. Employers must demonstrate trustworthiness through their actions and decisions. When leaders consistently act with integrity, transparency, and fairness, it sets the tone for a culture of trust throughout the organization. 2️⃣ Foster open communication: Encourage open dialogue and active listening within teams. When employees feel heard and valued, they are likelier to trust their colleagues and share ideas freely. Regular team meetings, feedback sessions, and opportunities for collaboration can all contribute to building trust. 3️⃣ Provide autonomy and empowerment: Trust goes hand in hand with giving employees the autonomy to make decisions and take ownership of their work. When individuals feel trusted and empowered, they are more likely to go above and beyond, take calculated risks, and develop innovative solutions. 4️⃣ Recognize and reward trust: Acknowledge and appreciate trustworthy behavior. Recognize employees who consistently demonstrate trustworthiness and create a culture where trust is celebrated. This can be done through public recognition, rewards, or small gestures like a simple thank you. #management #leadership #returntooffice #employeeexperience #employeeengagment #trust

Coinbase had the best onboarding process I have ever experienced. Unfortunately, in most legal teams, onboarding is treated like an afterthought. Some docs on a shared drive, a few meetings, and then you’re on your own. No wonder most new hires spend their first quarter (or more!) just figuring out which processes to follow, where to find the right templates and the right people to ask questions. That’s why Coinbase’s process stuck with me. In a remote first company, they managed to bring newcomers up to speed in 2 weeks. → Videos that explained the different functions in the company → A list of critical Slack channels that introduced people to ongoing projects → Quizzes to reinforce what you learned → 1:1 intros with relevant folks so you knew who to go to for what So here’s a tactical list for Legal Ops teams building onboarding programs: 1. Share org charts and key tools. 2. Assign a legal team buddy to answer questions informally. 3. Record a Loom video explaining where to find SOPs, playbooks, and templates. 4. Host intro calls with key cross functional partners (Sales, Finance, Procurement etc). 5. Set up learning modules explaining internal processes. 6. Add new hires to relevant Slack channels and explain their purpose. 7. Schedule recurring 1:1s in the first month for feedback and support. 8. Use quizzes or checklists to make learning fun and track progress. Shout out to L.J. Brock and Emilie Choi at Coinbase - yours is one of the best onboarding processes I’ve seen. Would love for legal teams to learn from it too. What’s one thing that has helped with onboarding in your legal team? #LegalOps #LegalLeadership #Onboarding #LegalTech #ScalingLegal

Yesterday, a student in my class candidly shared with me some of their go-to AI resources. That openness was a big moment for me—not because of the tools themselves, but because it showed me that they felt comfortable enough to talk freely about how they’re using AI in their work. It’s a sign that the trust we’ve been building in the classroom is paying off. When students start sharing how they’re leveraging AI without hesitation, you know the atmosphere you’ve created supports real learning and growth. Trust is the cornerstone of effective AI integration. Here are five ways I’ve worked to cultivate that trust: Be Transparent About AI’s Role: I’m upfront about how AI fits into our learning goals. I set clear guidelines but also explain the reasoning behind them, so students see AI as a supportive tool, not a replacement for their thinking. Show Vulnerability: I let students know that I’m also figuring things out as we go. By being honest about the learning curve I’m experiencing, I encourage them to be open about their own challenges and discoveries. Encourage Real-Time Conversations: When students mention how they’ve used AI, I don’t just nod and move on—I dive in. We talk through what worked, what didn’t, and how they approached it. This normalizes AI use and turns it into a shared learning experience. Celebrate Their Process: Whether they successfully apply AI or run into challenges, I make sure to recognize their efforts. This reinforces that AI is a tool for growth and experimentation, not just a quick fix. Model Responsible AI Use: I regularly demonstrate how I incorporate AI in my own work. When students see me using AI thoughtfully, they’re more likely to adopt similar practices, knowing that the tools have a real, practical role in our classroom. In the end, trust allows AI to become more than just another tool—it becomes part of a larger dialogue about learning, creativity, and innovation. And when students trust the process, they engage with AI more confidently and effectively. Amanda Bickerstaff Aco Momcilovic Brian Schoch Christina B. 👨🏫🤖 "Dr. Greg" Loughnane Goutham Kurra Iulia Nandrea Mike Kentz Michael Spencer Milly Snelling Anna Mills David H.

Stop “welcoming” new hires. Give them a win in 30 days instead. When I first hired 8 years back, I thought the best onboarding was all about making new hires feel at home. I was wrong. New hires actually struggle with: → Understanding the business and their role. → Aligning with company culture and expectations. → Getting that first “win” to build momentum. → Building relationships with colleagues. I’ve now completely changed our onboarding process. The only goal is to get new hires to their “first win” fast. Instead of generic training, we work backward from their first big achievement. Here’s the framework: Step 1: Define the “first win” (within 30 days) Every new hire gets a specific, meaningful milestone. 1. It should be important enough that not doing it has a business impact. 2. Something that pushes them but is achievable with team collaboration. 3. It should give them real insight into how we operate. Our new Demand Gen Marketer’s first win was securing Market Development Funds (MDF) from a partner. To do this, they had to: - Work with our internal team. - Engage with a partner manager. - Propose a campaign relevant to both companies. This wasn’t just a task (it was a meaningful contribution). Step 2: Provide context (without overloading them) Most onboarding programs drown new hires in endless presentations. We limit training to what they need for their first win. 1. A 45-minute deep dive on the company’s journey, priorities, and challenges. 2. Targeted learning on only what’s relevant for their milestone. 3. Hands-on guidance instead of passive training. For the Demand Gen hire, we focused on: - Who the partner manager was and their priorities. - How the partnership worked. - What MDF campaigns typically get approved. Step 3: Align them with our work culture Culture isn't learned in a handbook. It’s experienced. Every new hire is paired with a mentor to guide them through: → Quality Standards → What "good" looks like in our company. → Processes & Tools → How we work and collaborate. → Feedback Loops → How we review, iterate, and improve. The result? New hires achieve something meaningful within their first month. They feel pride, momentum, and confidence (not just onboarding fatigue). Great onboarding isn’t about information. It’s about impact. 💡 How do you set up new hires for success?

Focus on Knowledge Management NOW I have been working on the ServiceNow platform for over six years, and one common mistake organizations make is neglecting to mature their knowledge bases and articles. A poor ServiceNow knowledge base can make your entire platform feel bleak. It can be very frustrating when you want to introduce new capabilities, like the virtual agent, or improve your service catalog, but your knowledge bases lack sufficient articles. Organizations need to invest time in building a strong knowledge base before they can successfully develop more comprehensive IT Service Management workflows. Here are several ways organizations can build a strong knowledge base: 1. Conduct an audit of existing knowledge articles to identify which articles should be retired or updated. 2. Hire a dedicated Knowledge Manager responsible for updating existing knowledge articles and creating new ones. 3. Develop a knowledge management governance process for creating new articles to ensure consistency in formatting, a clear content strategy, and proper meta tagging. Create a knowledge article template for this purpose. 4. Establish a review and approval process involving the Knowledge Manager, subject matter experts, and key stakeholders. 5. Ensure that knowledge articles are appropriately linked within service catalog items, virtual agents, and other relevant ServiceNow portals.  6. Gather valuable feedback from end users to ensure that knowledge articles are useful and effectively address their requests and incidents. 7. Review the knowledge management data to identify which articles are viewed the most. This will help you understand how to improve other ITSM workflows related to your service catalog items and request forms. 8. Knowledge Management is not a one-time task; become comfortable with making continuous improvements. Listen to your end users, as they can help you make your knowledge bases better. How do you improve your knowledge articles? Comment below #ITSM #ServiceNow #KnowledgeManagement #ITIL

I’ve been reflecting on how much time I am investing in my #ProfessionalDevelopment, and how to best support our #LearningCulture within Prosci, especially with tight budgets and resource constraints. Here are some of the low to no-cost, highest-ROI strategies ideas I’ve found to be effective. I’d love to hear what’s been working for you! 🎯 Create a learning plan with very clear objectives. I personally love using our individual change #ADKAR framework for this. AWARENESS (recognize the need for improvement - why does this matter?); DESIRE (your individual dedication and motivation to do the learning - why does this matter for me?); KNOWLEDGE (specifics on how you will gain the skill, e.g., training, peer learning); ABILITY (plan for practice - how will you demonstrate and apply new knowledge?); and REINFORCEMENT (ensure sustainability - what steps will you take to maintain results?). 🔗 Partner up internally. Can your finance team teach project managers how to measure ROI? Could marketing help HR with engagement strategies? These internal "barter" arrangements often unlock surprising value. ☕ Encourage knowledge-sharing. Create spaces where teams can share challenges and solutions. Not only does this build skills, but it also strengthens cross-team relationships that improve execution. Whether through internal online forums, lunch-and-learns, or mentoring, the more people share what they know, the more it multiplies. ✋ Tap into your organization’s experience. The person who led a similar project three years ago could be your best resource today - no budget needed. I'd encourage you to be a bit #vulnerable and ask for support where you know you don't have all the answers. 🤖 Leverage free AI tools. AI can accelerate learning and can offer immense value when used creatively. AI tools like language models (e.g., ChatGPT) can provide instant answers to questions, explanations of complex concepts, or help with brainstorming ideas. Want to create a personalized learning plan on a new #skill or #competency? It's brilliant. ⏲️ Make time. I know this one can be tough, but I’m committed to creating time for learning—whether it’s blocking out "learning hours" in my calendar, dedicating time during team meetings, or making weekend chores more productive by listening to a #LinkedInLearning course at the same time as I weed the garden. It's a small investment that pays dividends over time. #ResourceOptimization #KnowledgeSharing #AILearning #CapabilityDevelopment

Last night the Founder/CEO of a Series A hyper-growth startup called me and asked why his salespeople aren't getting better. It took 1 minute to diagnose. I don't care how much training your VP Sales or Sales Trainer provide to the team, there's one thing that's always most important, yet often missed. That's Peer-to-Peer training (I call it P2P for short). P2P training should become your greatest knowledge sharing practice on a weekly basis. This makes sense when you get to the point of scale where you have top reps on the team who are crushing it. At a certain point they'll ultimately know more than your VP Sales or even trainer, because they're on the front lines every day. --- Here's how it works (super simple): 1. Schedule weekly team meetings that have only one item on the agenda; Peer-to-Peer training in open dialogue format 2. VP Sales, Director, Manager, or Trainer should host the session but the real magic is coming from the team 3. Everyone prepares in advance by bringing 1-3 scenarios to the table that they either need help with (or) want to teach to the team 4. Each rep shares their scenario (describes it, or plays a video, or shows the email dialogue) and either teaches the team what worked (or) asks the team what they would do in this situation 5. An open dialogue takes place, some debating, and eventually some consensus (if no team consensus, the leader provides it) 6. The VP Sales (or whoever runs the meeting) documents the agreed upon best practices and distributes to the team afterwards by updating scripts, objection playbooks, etc. --- By taking a proactive approach to facilitating P2P conversations each week you enable a massive amount of knowledge sharing that otherwise wouldn't happen. By requiring everyone to bring 1-3 scenarios to the table you push salespeople who would otherwise be less inclined to ask for help (or offer it) and the culture of the team becomes one of growing and learning together. As a sales leader, you'll be absolutely shocked at how productive these sessions become and how much YOU actually learn from your team. Don't just wait for questions to come to you... you have to facilitate these conversations on a regular basis. This is EVEN MORE important for remote teams who don't have the luxury of asking the person sitting next to them for help. How many of you have participated in sessions like this? If not... suggest it to your leader today. It's the one team meeting that's actually worth having on the calendar.

Two of the biggest problems I hear about in leadership development: 1/ “Learning doesn’t stick.” 2/ “We don’t have a culture of learning.” BOTH of these problems can be solved. The key is to create a “learning ecosystem.” I’m not saying it’s easy...It’s certainly not something you can do overnight. But, these 7 tactics can go a long way: 1/ Hold a monthly community of practice Get your audience together each month (on Zoom). Use the call to: - reinforce key learnings - forge peer connections - give everyone a chance to ask Qs & share challenges - facilitate practice 2/ Create a Resource Vault Store learning resources in one live folder. Keep your docs updated in real time: - Insert new examples - Take & apply real-time feedback from learners - Create new resources based on what learners need The goal here is to make the vault a place your learners return to often. 3/ Send Weekly Behavioral Nudges Weekly behavioral nudges: - are a simple way to double or triple the value of an existing assessment or training program - can take a one-and-done program/assessment and add a year-long tail of exercises and key insights Nudges = STICKY learning 4/ Give Every Learner Access to a REAL Coach Use message-based coaching to: - expand the number of employees you can offer coaching to - meet employees at the exact moment that they need help 5/ Create a Peer Learning Network Peer learning tech enables collaboration in new ways. (And in ways that in-person can’t) Example: One leadership development team at a big tech company used a simple Google doc where learners shared questions, insights, and examples from over a dozen locations. As their doc grew… - themes emerged - ideas intersected - they had a running record of key info 6/ Deliver Microlearning in the Flow of Work Micro-learning: - makes learning available on-demand (open book test) - helps increase repetition to build habits - brings learning into the flow of work 7/ Trigger Organic Conversations You might: - use conversational guides (between peers or between learners & managers). - use prompts in your peer learning network - hold breakouts in your community of practice The idea is that over time, your learners will naturally use the language and ideas from your learning in their daily conversations. ____ Apply these 7 tactics (or even just a few) and you'll be well on your way to creating a learning ecosystem. One that will: 1/ take in new topics and spit out behavior change 2/ generate more feedback than you can collect 3/ solidify a culture of learning What other components do you include in your programs? #leadershipdevelopment