7:30am – 9:00am  Registration and Coffee

9:00am – 9:15am   Overview
Speaker: Deb Dexter, Content, Training & Communications Coordinator, Worcester Polytechnic Institute

9:15am – 10:30am  

Creating Alignment (virtual presentation)
Speaker: Adam Krob, Co-founder and CIO of Klever    

In this session, we will look at communicating and getting buy-in for your knowledge management program. We will talk about how to engage your boss (and your boss’ boss) in a knowledge program, how to talk with other parts of the organization (like IT operations or development), and how to sell the benefits of knowledge to your own team. The focus will be about creating alignment up and down the organization using communications, formal training, and measures. In the end, you will have a toolkit to kick off or sustain your knowledge program.

KCSsm and Intelligent Swarming
Speaker: Melissa George, Program Director, Consortium for Service Innovation

Melissa will present an overview of KCS (Knowledge-Centered Support), a rich methodology that integrates the creation and maintenance of knowledge content into the day-to-day interactions of those who request and respond to inquiries.   She will also discuss how the Consortium for Service Innovation members are using Intelligent Swarming to improve their ability to collaborate and get the person, or people most likely to solve an issue working on that issue on the first touch.
KCS^sm is a service mark of the Consortium for Service Innovation^TM.

10:30am -  10:45am Break

10:45am – 11:45am  A Lean, Customer-centric Approach to Documentation|
Speaker: Stephanie Obodda, Manager of Communications and Training, Brown University

It's difficult to stay on top of documentation with few or no dedicated staff. Here are some strategies for using minimal effort to create content your faculty, staff, and students will use and appreciate.

11:45am – 12:45pm  Lunch

12:45pm - 1:00pm  Overview of Open Space Technology Activity
(Owen, H. H. (2008). Open Space Technology (Third Edition edition ed.). Berrett-Koehler Publishers.

1:00pm – 3:00pm    Open Space Technology Activity
Facilitator: Melissa George, Program Director, Consortium for Service Innovation  

Open Space is a facilitation technique that capitalizes on the collective experience and intellectual capabilities of those present.  It is a very effective method for problem solving or defining opportunities when the outcome is not known; please bring your challenges and opportunities! 
We will be engaging the audience to discuss challenges and come up with solutions.

3:00pm – 3:30pm    Summary

3:30pm  End