I recently had the opportunity to guide some folks through building an example Strategic Framework at the Support Driven Expo and what I shared could be useful to the community here!
A Strategic Framework is a simple yet powerful approach to connect your knowledge management program to organizational goals. As your program evolves, a Strategic Framework ensures confidence and consensus with clear benefits for employees, customers, and the business itself.
Strategic Framework 101
- A key component of KCS methodology (Practice 8: Leadership and Communication – Technique 8.2)
- Considers 3 primary stakeholders
- Customers
- Employees (Knowledge Workers)
- Business
- Connects the dots for Goals > Approach > Program Contribution > Measurements
Why is it so great?
The contents of a Strategic Framework, based on your specific organizational goals, serves as the foundation of an effective communication plan.
- Helps people see direct link between KCS and organizational goals
- Tool to gain and sustain Executive support (especially during turnover)
- Fosters understanding, alignment, and confidence
Process to develop
HOW you create a Strategic Framework is as important as the deliverable itself! Start with a structure and some (but not too many) examples because you want to clarify the right direction while leaving room to build collaboratively.
- Assemble a small cross-functional team for 1-2 hours
- Use outcomes (lagging indicators) not activities (leading indicators)
- Consider all customer engagement channels
- Get Executive sign-off to validate with leadership
Tips from Experts
To create
- Choose examples carefully – sets tone and intention
- Incorporate goals/mission/vision for company AND individual orgs if relevant
- Consider visual presentation instead of table format – make it look and feel like your company!
- You do not have to call it a “Strategic Framework” if that doesn’t resonate – call it whatever you want
For usage
- Publish it internally where everyone can access
- Reference it during ongoing program communication
- Schedule review/revision cadence (put it on your calendar or else)
Public Resources
Have you used a Strategic Framework, or something similar, to get alignment? Who did you involve or how did you interweave the ideas into your program communication?