Быть коммуникатором и управлять знаниями — самая сложная работа в мире?

Быть коммуникатором и управлять знаниями — самая сложная работа в мире?

В блоге “Agile KM for me… and you?” автор Ewen Le Borgne опубликовал любопытную статью о КМ и коммуникации.

Александра Ендальцева

Мы предложили эксперту в области KM/Integrative communication Александре Ендальцевой высказать свое мнение по данному вопросу. Она с радостью отозвалась и прокомментировала каждый абзац.

В оригинале статья называется The most difficult job in the world? Мы публикуем перевод на русский язык, подкрепленный комментариями эксперта KM-Alliance.

Самая сложная работа в мире?

Это может и не быть самой сложной работой в мире, но все равно не легко быть коммуникатором и/или управлять знаниями во многих организациях. Обычно при урезании бюджета общение (оставим в покое КМ) является одной из первых статей. От коммуникации и знаниевой работы многого ожидают в случае кризиса, но ее недостаточно признают в случае успеха.

Быть профессиональным коммуникатором действительно сложно — лично прочувствовано и выстрадано. Во-первых, само «наименование» деятельности звучит как-то по-эзотерически. Во-вторых, самые беспроигрышные технологии здесь те, что мы, человеки, применяем каждый день, чтобы комфортно существовать в своей социальной среде. А с модой на сложные слова и «инновационные технологии» тягаться не просто. И, конечно, в-третьих, организации мало готовы признавать себя живыми организмами и идти «от персонального». Кризисы возвращают к принятию неизвестности результата, гибким мерам и ставке на человеческие отношения и нематериальное.  Но, когда есть выбор объяснения успеха чётко измеримым или трудно описываемым, выбор падает на первое – на всех нас отпечаток бюрократического сознания.  

А причина в следующем:

Коммуникации и КМ являются «вторичными процессами» — т.е. не центральными операциями. В результате они недооценены, недоукомплектованы людьми и недофинансированы. Они достаточно сложны, а результат не является четким продуктом.

Для них разрабатывается слишком много документов и способов мониторинга. Однако их слабо контролируют и понимают (даже не смотря на то, насколько они важны, как единственные процессы, которые могут быть улучшены от успешного вмешательства).

Первичным продуктом этих процессов является динамика отношений, а показателями продуктивности – доверие, взаимопонимание, ответственность, инициатива и прочее тому подобное. Чтобы укомплектовать такую операцию, нужны поли-профессионалы с должным уровнем креативности. Настоящая система образования этого почти не даёт – и поиск таких поли-профессионалов становится коммуникационным процессом сам по себе. Порочный круг. Потом, чтобы должным образом эту операцию профинансировать нужна точная система бухгалтерского отчёта для планирования бюджета и, следовательно, показатели эффективности. А какой kpi ставить на, скажем, «рост доверия»? Получается, что все попытки приводят именно к полицейскому мониторингу, что и убивает необходимую гибкость коммуникационной работы. Опять порочный круг.

Они тесно связаны с поведенческими изменениями. Они представляют собой очень комплексные и медленные процессы, которые вовлекают информацию (доказательства?), эмоции, доверие, дисциплину, поддержку и проч. И именно сложность и медлительность этих процессов и усложняет демонстрацию их ценности «рабам бюджетов».

Коммуникация и КМ процессы – это, так называемая, «невидимая работа». Исследователи science and technology studies поднимают эту тему с конца 80-х годов 20го века и, кроме того, что она контекстуально обусловлена, измерима только качественными показателями и требует регулярного отслеживания и учёта поведенческих изменений, ни к чему не пришли. На то она и невидимая. Как только в социальной системе появляется больше. Чем 1 человек, её функционирование начинает зависеть от результатов невидимой работы. И, даже если в организации трудится всего 1 один человек, этот человек присутствует в других социальных системах. Чтобы идентифицировать результаты невидимой работы, необходимы управляемые и регулярные наблюдения и их анализ. Так и получается медлительность и сложность демонстрации.

Коммуникации и КМ в большой степени взаимозависимы. Специалисту критически нужна поддержка от остальных людей в предоставлении контента, участии в обсуждениях, предоставлении обратной связи, задавании вопросов… Аналогичные требования касаются и третьих лиц.

И именно взаимозависимость является причиной того, что успех очень сложно распределить между командами коммуникации и командами КМ, потому что трудно определить индивидуальный вклад. Однако в случае провала очень легко выделить конкретного виновника.

Я бы добавила, есть ещё конкуренция между деятельностью тех, кто работает с коммуникациЕЙ (именно эта деятельность взаимосвязана с КМ) в коммуникациЯХ (комплекс PR, рекламы, маркетинга и прочих). Казалось бы, что взаимосвязи очевидны и выгода делать всё вместе тоже. Но не тут то было. КоммуникацИИ худо-бедно, да измеримы, а вот коммуникацИЯ и КМ – практически нет. Вот мы и вернулись к истории о бюджетах и kpi.

Так что же мы можем сделать с этим?

Советы для коммуникационных / КМ специалистов:

  • Четко осознайте, что критика и недостаток кооперации может повлиять на качество вашей работы
  • Максимально скоро установите с коллегами доверительные отношения с целью понять, как они работают, думают, видят мир, используют информацию, вовлечены в процесс знаний, коммуницируют, каковы их интересы и проч. Поддерживайте их максимально ненавязчивым способом
  • Предоставляйте свою ценность через расширение успешных практик коллег, установление простых процессов и структур, предоставление адекватного обучения
  • Предоставляйте пример – управляйте и вдохновляйте своим примером
  • Вовлекайте коллег, которым доверяете, в идею о том, что коммуникации / КМ являются медленным процессом, который кормит маленькие успехи и кооперацию на всех уровнях
  • Демонстрируйте маленькие успехи
  • Как можно больше коллективно трудитесь над обследованием глубинных измерений знаниевой работы, чтобы коллеги понимали ее комплексность и могли внести свою лепту

Я сюда добавлю свой «вредный совет» — ШИФРУЙТЕСЬ. Выдавайте себя за контент-менеджера, фасилитатора, кого угодно, где можно иметь формальный набор показателей эффективности, к которым не будет претензий, и спокойно делать своё дело, называя это «авторским подходом», «креативной методикой» и т.д.

Для всех без исключения:

  • Осознайте, что мягкие процессы требуют времени и являются комплексными
  • Примите тот факт, что хорошие коммуникации и КМ требуют общих усилий, в том числе и ваших лично
  • Сотрудничайте со специалистами по коммуникациям и КМ, чтобы понять их процесс работы, ожидания, пути определения успеха и покажите им ваш способ работы на перспективу
  • Покажите специалистам способ сделать их работы полезной и релевантной для вас, с какими сложностями вы сталкивались и как это может быть им полезно

И больше слушайте, чем говорите.

У нас у всех разная перспектива, но именно это и делает нашу коллективную работу более релевантной и интересной. Принятие этих различий и использование их для более широких целей является долгой и утомительной дорогой к вовлечению. Но первичные инвестиции окупятся в десятки раз!

Воодушевляющий абзац =)

 

1

Алиса Кононенко

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