Knowledge Management at NASA Supporting Missions and Collaboration
Knowledge Management at NASA: Supporting Missions and Collaboration Jeanne Holm Chief Knowledge Architect NASA/Jet Propulsion Laboratory December 5, 2007 NASA KM Team December 5, 2007 JPL CL#07 -3667
KM Why Is KM Critical to NASA? Knowledge management is getting the right information to the right people at the right time, and helping people create knowledge and share and act upon information in ways that will measurably improve the performance of an organization and its partners Collaborate Communicate Innovate w Constantly challenged to document and integrate our lessons to effectively manage the risk involved in space exploration and human space flight w By its nature, NASA’s employees have specialized knowledge w Our goal is to share knowledge with each other and with the public w To ensure safe flight and respond to issues raised by CAIB w The workforce in the Agency is aging w Motivate The Administration will adopt information technology systems to capture some of the knowledge and skills of retiring employees. Knowledge management systems are just one part of an effective strategy that will help generate, capture, and disseminate knowledge and information that is relevant to the organization’s mission. President’s Management Agenda December 5, 2007 NASA KM Team 1
KM KM Critical Success Factors Collaborate Communicate Innovate Training, Services, Strategic Tools Supporting Services Access Methods, Motivate Building Blocks, Culture Knowledge Management IT Infrastructure Service Bases, Standards December 5, 2007 NASA KM Team Ownership, Sharing and Reuse, Incentives and Rewards Knowledge Architecture Knowledge Resources, Repositories, Content, Context, Directories, Interoperability 2
KM Collaborate Communicate Building the NASA KM Team w Find good solutions, fill the gaps, and build a federation of resources to support our missions and research communities – Supports and enables other initiatives by advocating best practices, promoting good solutions, and building infrastructure and applications to bridge distributed systems – Infuse new ideas or needed technology w NASA’s Knowledge Management Team is chartered by Innovate Motivate – Chief Information Officer – Co-sponsored by the Chief Engineer – Close partnerships with Human Resources w 115 team members are from across the Agency, ranging from system architects to authors to anthropologists w Actively share and benchmark with other Agencies, the National laboratory community, and academia December 5, 2007 NASA KM Team 3
KM Collaborate Communicate Key Areas for NASA’s KM Strategy Sustain NASA’s knowledge across missions and generations Identify and capture the information that exists across the Agency Help people find, organize, and share the knowledge we already have Efficiently manage NASA’s knowledge resources Innovate Motivate Increase collaboration and to facilitate knowledge creation and sharing Develop techniques and tools to enable teams and communities to collaborate across the barriers of time and space December 5, 2007 NASA KM Team 4
KM Framework for KM at NASA Collaborate Sharing and Using Knowledge People Communicate Innovate Motivate Process Technology · Enable remote · Enhance system collaboration knowledge integration and data · Support communities of capture mining practice · Manage · Utilize intelligent · Reward and recognize information agents knowledge sharing · Exploit expert · Encourage storytelling systems and semantic technologies Supporting Activities Education and Training December 5, 2007 IT Infrastructure NASA KM Team Human Resources Security 5
KM Collaborate Communicate Knowledge Management Environment w Integrating knowledge management into our engineering and project management lifecycle NASA personnel Contractors Academia Global Partners Public Innovate NASA Portal Inside NASA NEN Lessons Learned Strategic Lessons Comm. of Comm. Learned Practice Motivate Content Management System December 5, 2007 Process NASA KM Team Experts 6
KM Collaborate Communicate Innovate KM Team Activities 2000 2001 2002 2003 2004 2005 2006 • CIO forms Team • Focus groups and interviews • Benchmarking • Strategic Plan • Portal study • Lessons learned prototype • NASA Portal development • Collaboration study • NASA Portal deployed • Inside NASA pilot • Collaboration pilot • NASA Portal has 17. 5 B hits • Collaborative tools deployed • Deep Impact event breaks Internet records: 50 Mbps • NASA Engineering Network creates communities of practice • Integration of web architecture • Application of KM techniques to manage project risks • Competia Best Practice in KM • APQC Best Practice for Using KM to Drive Innovation • International Champion for KM • Two Webby awards for best Government site • Fastest Site Response Time in Government • Chair International Working Group for KM for Aerospace • Chair, Knowledge Retention and Human Capital for US Government • e. Gov best practice • NASA Exceptional Service Award • APQC best practice for retaining and transferring knowledge • Most Admired Knowledge Enterprise (MAKE) • OMB survey for highest employee satisfaction Motivate December 5, 2007 NASA KM Team 7
KM KM System Milestones 2003 Collaborate 2004 2005 2006 2007 Customers • Public • Educators • NASA personnel • Engineers • Project teams • Disciplines • Communities • Engineers and partners Stakeholders • CIO • Public Affairs • Education • CIO • Strategic Communications • Engineers • Mission directorates • Employees • Senior management • Scientists • Peer-to-peer collaboration Communicate System • NASA Portal • KM for Space (U. N. ) • Inside. NASA • Research Web • NASA Eng. Network • Emergency ops • Communities of practice • Inside. NASA v. 2 • Collab 2. 0 Innovate KM Infrastructure (99. 95%) • O/S • Applications and storage • Hosting (Veri. Center) • Caching (Akamai) and streaming • Service desk • Customization support Tools • Digital Asset Management (e. Touch), Vignette, Verity, Urchin • +NASA Xerox (NX), Jabber (instant messaging) • +Sun. One, Web. Ex, e. Room • +Semantic web, W 3 C standards, expertise locator • +Social networking, Web 2. 0, next-gen collaboration Motivate December 5, 2007 NASA KM Team 8
KM Collaborate The NASA Public Portal w Designed as a dramatic, interactive interface to NASA by the public, kids, media, educators, and students, integrating web resources w Our known challenges included – An evolving architecture, with a 4 -week deadline for deployment Communicate • Highly interactive and engaging • Content migration from top NASA sites • Quick and easy navigation for our many audiences w Our unknown challenge Innovate – Hours after deployment, Space Shuttle Columbia tragedy would occur – Redesign Portal immediately and supported outreach to the public w Landings of the Mars Exploration Rovers on the Red Planet became the largest online event to date Motivate – Streaming live coverage, dynamic and distributed publishing, and automatic image upload brought fresh images within minutes of the spacecraft sending w People reached: 160 million people in 2006 December 5, 2007 NASA KM Team 9
KM Collaborate Communicate Innovate Inside NASA w For employees and partners w Customizable w Access to e-mail w Secure instant messaging w Collaborative tools w Application integration w Wikis and blogs (e. g. Shana Dale) w People reached: >5000 per month accessing ~1. 5 M pieces of information Motivate December 5, 2007 NASA KM Team 10
KM Collaborate Communicate Innovate Motivate Emergency Operations Support w Inside. NASA EOC site is available to all NASA centers to coordinate information before, during, and after a crisis w The EOC page has emergency preparedness links to educate employees on how they may be best prepared at work and home w Central communications area for regional emergency operations personnel and managers to communicate with employees and critical operations personnel w Is always on, always accessible-even when Centers are closed or have outages w Has provided support since 2005 hurricane system, including hurricanes Katrina, Rita, and Wilma, JSC shooting, and others December 5, 2007 NASA KM Team 11
KM Collaborate Next Step: Creating a Learning Organization w Integrated approach to ensuring best practices and key lessons learned are applied on missions – NASA Engineering Network (Office of the Chief Engineer) Communicate Innovate • Capitalizes on best ways engineers currently work, while solving cultural and process areas that NASA for which has been criticized • Builds on shared infrastructure and seamlessly integrates with NASA initiatives, distributed systems, and KM infrastructure • Distinguished by integrating lessons and learnings that come out of engineering discussions and repositories into day-to-day engineering processes, policies, and training curriculum • Integrates information broadly from academia, industry, contractors, government, and NASA personnel – Portals to organize community and individual access to information – Collaborative tools expanded for secure access with our partners – Expertise and expert directories organized around sharing knowledge person-to-person over virtual social networks – Metasearch across distributed repositories Motivate – People reached: 303, 672 page views in 2007 December 5, 2007 NASA KM Team 12
KM Learning occurs when people can find and share knowledge easily and act upon it Collaborate Center Lessons Learned Communicate Innovate Expertise Locator NASA Lessons Learned Community Portals Interagency/Aerospace Lessons Learne Collaborative Tools Competency Management System Exploration Systems Project Environment Metasearch Feedback Motivate Advanced Engineering Document and Data Repositories Tools December 5, 2007 Training Policies and Procedures Feedback Responsibility Areas NASA Engineering Network—Blue Resources—Green NASA KM Team Agency 13
KM Collaborate Communicate Innovate Motivate Accessing and Gathering Lessons Learned w Formal lessons are gathered from Centers and key reviews w Lessons are vetted and validated w Affected policies and procedures are changed as needed w Subscriptions allow new lessons to come just in time w Managed by Office of Chief Engineer w Part of the NEN December 5, 2007 NASA KM Team Built on same infrastructure as NASA’s public Portal Lessons are solicited from academia, industry, and global partners 14
KM Collaborate Communicate Communities for Collaboration Find information Integration to document management Saved searches and subscriptions Discussions and Q&A Innovate Key lessons are integrated into the community Motivate December 5, 2007 NASA KM Team 15
KM Collaborate Communicate Discovering Knowledge in New Ways w POPS – Search for experts based on location, publications, projects, organization, and skills – Integrates social networks to show the searcher’s relationship to the people found w Semantic SEEK – Searching engineering expertise and knowledge (MIT, Sir Tim Berners-Lee) Innovate • Semantic query to dynamically integrate distributed content and context • Focusing on lunar mission data from international partners w Explorer Island--Second Life immersive avatar-driven environment for collaboration and engineering Motivate – Mission support (modeling and simulation, collaboration, proposal development, and more); outreach; education; and training December 5, 2007 NASA KM Team 16
KM Collaborate Looking Ahead w We are working on a variety of new initiatives that are still being formulated, including – Agency-wide knowledge architecture Communicate • Update structured approach to integrating knowledge for mission success – Accelerating learning • Integrate approach to e-learning and support to the project managers – Supporting engineering excellence Innovate • Drive multi-generational learning with the NASA Engineering Network • Facilitate communities of practice with NESC technical experts • Embed lessons learned into engineering practices – Managing knowledge for aerospace and government Motivate • Chair, International Astronautics and Aeronautics (IAA) (UN) Working Group on KM for Aerospace • Governing Board, Federal KM Working Group, capturing knowledge (500 members) December 5, 2007 NASA KM Team 17
Knowledge Management Roadmap Modeling Expert Knowledge • Systems model experts’ patterns Capturing Knowledge • Knowledge gathered anyplace Integrating Distributed Knowledge • Instrument design is semi-automatic Sharing Knowledge • Adaptive knowledge infrastructure • • is in place Knowledge resources identified and shared appropriately Timely knowledge gets to the right person to make decisions Intelligent tools for authoring through archiving Cohesive knowledge development between NASA, its partners, and customers based on knowledge repositories • Mission software auto-instantiates based on unique mission parameters • KM principals are part of NASA culture and supported by layered COTS products • Remote data management allows spacecraft to self-command Enables seamless integration of systems throughout the world and with robotic spacecraft Enables sharing of essential knowledge to complete Agency tasks • • International Space Station Mars. Net Mars Exploration Rovers Space Interferometry Mission December 5, 2007 2003 2007 • • from hand-held devices using standard formats on interplanetary Internet • Expert systems on spacecraft analyze and upload data • Autonomous agents operate across existing sensor and telemetry products • Industry and academia supply spacecraft parts based on collaborative designs derived from NASA’s knowledge system and behaviors to gather knowledge implicitly • Seamless knowledge exchange with robotic explorers • Planetary explorers contribute to their successor’s design from experience and synthesis • Knowledge systems collaborate with experts for new research Enables real-time capture of tacit knowledge from experts on Earth and in permanent outposts Enables capture of knowledge at the point of origin, human or robotic, without invasive technology • Interstellar missions • Permanent lunar and Martian colonies • Mars robotic outposts • Constellation Program • Terrestrial Planet Finder Kepler (galactic survey) JASON (oceanography) Phoenix to Mars Constellation Program NASA KM Team 2010 2025
KM Collaborate Communicate Thanks! w Many thanks to my colleagues on the NASA KM Team who contributed to these ideas and to the excellent work they are doing in implementing knowledge management solutions at NASA w If you have any additional questions, contact me – Jeanne. Holm@jpl. nasa. gov Innovate (818) 354 -8282 w More information can be found about – NASA’s KM program: http: //km. nasa. gov – NASA’s portal: http: //www. nasa. gov Motivate December 5, 2007 NASA KM Team 19
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