人性化：打造人工智能、變革管理和知識管理之間的協同效應.pdf

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1、Human Touch:Crafting Synergy Between Change Management,AI&KMRachel Teague,EdDSr.Knowledge Transfer&Training SpecialistApril 9,2025 I APQCProprietary and Confidential|2Proprietary and Confidential|2Dr.Rachel TeagueSr.Knowledge Management&Training SpecialistSouthern New Hampshire University(SNHU)KM&Le

2、arning Organization Consultant,Emory Consulting Services Specializing in Knowledge Management,Change Management,Training&Facilitation,Organization Development.Doctorate Global Training&Development,KMHow an Effective Knowledge Management Program Supports Critical Tacit Knowledge Retention Within a Hi

3、gher Education Institution:A Qualitative Intrinsic Case Study Published 2022TEDx Talk:Feb.2024 Feeling Stuck?Heres the Solution.Proprietary and Confidential|3 Agenda1Human-Centered Innovation Overview2Leading Change with Empathy3Knowledge Sharing as an Ethical Act4Engagement:Human Touch in ActionKey

4、 Takeaways&Q&A5Proprietary and Confidential|4 Proprietary and Confidential|4 The Human Touch Toolkit:Growing from Core Values Ensure fairness&inclusivity in algorithm design.Validate datasets to reduce bias.Maintain transparency&explainability.Include human oversight in decision loops.Regularly audi

5、t AI outcomes.EmpathyFairnessTransparencyInclusionCore Values Bias MitigationExplainabilityEthical AuditingHuman OversightProprietary and Confidential|5 Empathy in ChangeEmpathyInclusionCommunicationSupportRecognitionWhat are the fears and concerns of each group?Who is most affected,and are they bei

6、ng heard?How can we communicate change clearly and kindly?What support systems are in place for transitions?Are we pacing change with empathy in mind?Proprietary and Confidential|6 CaptureShareAccessApplyUpdateTrustPrivacyTrustPrivacyKM Best PracticesBalance transparency with privacy needsPromote ps

7、ychological safety for sharingDocument both tacit and explicit knowledgeMake knowledge accessible across teamsReview and update knowledge assets regularlyProprietary and Confidential|7 Where Human Values Meet Innovation Ethical AI promotes transparency and fairness Empathetic change management build

8、s trust and inclusion Responsible knowledge sharing protects privacy and encourages collaborationProprietary and Confidential|8 Engagement:Human Touch in Action Partner up(small groups are OK)Read the scenario on the screen.Choose a category to discuss.Focus on ethical,human-centered solutions.Get c

9、reative!Proprietary and Confidential|9 Ethical AI AI Ethics ChecklistBias&Risk Audit Explainability FeaturesChange Management Empathy Interviews or Listening Sessions Transparent Communication Plan Champion NetworkKnowledge Management Content Cleanup Campaign Governance&Access Controls Source-of-Tru

10、th Tagging SystemYour organization is launching a new AI-powered knowledge assistant to support employee productivity by surfacing relevant procedures,policies,and best practices across departments.The tool has already shown promise in speeding up workbut early feedback reveals some concerns:It surf

11、aces outdated documents and private chat logs.Employees dont know how it works or where the information is coming from.Some responses are inaccurate or misleading,and trust is starting to erode.People feel like the AI is replacing their expertise or being used to monitor them.Your team has been aske

12、d to advise on how to move forward ethically and effectively.Proprietary and Confidential|10 AI Ethics ChecklistEnsure fairness,transparency,and explainability are built into the system.Bias&Risk AuditReview what content the AI is trained on.Whats missing?What might be overrepresented or misused?Exp

13、lainability FeaturesRecommend ways the tool can show“why”it delivered a certain answer or allow users to trace the source.Empathy Interviews or Listening SessionsGather real stories about fears,frustrations,and hopes around the new tool.Transparent Communication PlanDesign messaging that demystifies

14、 what the tool is,what it isnt,and how it helpsnot replacespeople.Champion NetworkIdentify trusted staff members to test,support,and advocate for responsible use of the tool.Content Cleanup Campaign Audit and tag outdated,private,or sensitive documents that should be excluded from the AI index.Gover

15、nance&Access Controls Define who can edit,view,or remove content.Create safe boundaries for sharing.Source-of-Truth Tagging System Help employees identify which documents are trusted,reviewed,and AI-ready.Engagement:Human Touch in ActionEthical AIChange ManagementKnowledge ManagementProprietary and

16、Confidential|11 Times UP!Proprietary and Confidential|12 Ethics is a leadership practice,not a compliance checkboxKey TakeawaysTech doesnt replace us it reflects usEmpathy,transparency,&inclusion are repeatable strategiesKnowledge is Powerbut ONLY when its shared ethically.Cross-functional collaboration is where real impact happensProprietary and Confidential|13 Proprietary and Confidential|13 Thanks for Coming!Thank You