In the previous article we focused ‘on the front page of the AFR’ as the mechanism to act with integrity. In this installment the simple knowledge management system of the 3 phone calls is explained. The delivery mechanism might be a little different with the emergence of different modes of communication. Just showing my age!
3 phone calls in action
It worked like this:
- I have an issue or question I can’t easily solve and would like some ‘expert’ input.
- I would ring the person I thought might be able to help (tap my personal network)
- If that person was unable to help she would suggest a person(s) she would go to (tap another network)
- I would make the call to that person and so it went until I was satisfied.
How many times I have been asked to develop a knowledge management system for a large organisation? It inevitably involves computer systems, standards, etc only to be neglected until it was unreliable.
With the 3-phone call approach:
- The knowledge of the individual is recognised and respected
- The organisational knowledge is self-improving as each individual learns. No external maintenance required
- The value of knowing who not just what is important
- The obligation to help is there because one day I may need the help
- It reinforces the view that success is a team sport
- The speed and quality to answer was superior!
- A very positive impact on personal performance
- A hugely aggregated value for the organisation
This does not happen automatically in organisations. You must build and maintain the obligation to help. People at all levels need to display the behaviour and call it out when it doesn’t happen.
Please share your thoughts and experiences with the 3-phone call approach.
