In an ideal situation, very little content would be created (eg: if a Client will have up-to-date and complete documentation, well defined business models, and an exhaustive list of all support activities that are performed by the IT staff). Since, mostly the “ideal” situation doesn’t exist, it is necessary to create some level of content for successful Knowledge Exchange.

The requirements for content creation will be guided by Documentation Log, Skills Matrix (including all Knowledge Objects), Knowledge Exchange Plans, Knowledge Acquisition Plans (if applicable) and Transition Index (if provided). The Knowledge Exchange Plan / Knowledge Acquisition Plan (KAP) will have a list of Knowledge Exchange events (eg: work shadows with known objectives, demonstrations, and walkthroughs) and necessary inputs to those events.  High level presentations, for example, will require content to be created by the incumbent SME. The Transition Index (TI) is implicitly represented in the Knowledge Exchange Plans / Knowledge Acquisition Plan (KAP). Each Knowledge Exchange Plan / Knowledge Acquisition Plan (KAP) attainment levels and number of Knowledge Exchange events will be guided by the TI. For example, a very low TI should have at most one presentation or work shadow event. By the same token, the volume of content being created should reflect the TI.

The Knowledge Exchange Lead must decide the extent to which business knowledge must be exchanged. Certain business process, industry information and function knowledge is critical to the success of supporting a service. This is especially true in high and very high Transition Indexes. It is also the most obtrusive Knowledge Exchange method for the Client as it often involves interviewing SMEs outside the IT department. Cost benefit of doing a dedicated business Knowledge Exchange activity must be weighed carefully. The Content Creation Plan must be distributed to SMEs in a single email to avoid confusion of multiple packages of information and templates. The Content Creation Plan will contain content creation templates and examples, content creation checklist, KAP event plan template and content creation methods.

Follow up and query sessions must be planned to discuss content templates and next steps. Content creation by the incumbent SMEs is essential and reusing the existing documents and diagrams must be encouraged. The Knowledge Exchange team should review the content prior to its publishing and presentation.

For each Knowledge Exchange event, a plan will be provided to facilitate scheduling the creation and review of all content required for Knowledge Exchange.

For each event the SME and Knowledge Exchange team will determine the following:

·      Estimated preparation time- The amount of time (in hours) for the Client SME to prepare the initial draft of the content

·      Preparation suggestions- The templates and methods used to create the content

·      Content draft due date- Date the initial draft of the content is complete by the incumbent SME

·      Capgemini content review date- Date the Knowledge Exchange team completes a review of the content and presents questions or comments

·      Content completed date- Date the Knowledge Exchange team and SME approve the content for use in delivery.

Knowledge Exchange Lead must ensure that the completed and reviewed content is stored in a document repository that is accessible to the team.