Knowledge Management in Practice

"This evidence-based book provides the framework and guidelines that professionals need for working with the contemporary explosion of data that is creating opportunities and challenges to all phases of our society and commerce." -Larry R. Medsker, Research Professor in Physics and Data Science, The George Washington University Knowledge Management in Practice is a resource on how knowledge management (KM) is implemented. It provides specific KM methods, tips, techniques, and best practices to gain competitive advantage and the most from investing in KM. It examines how KM is leveraged by first responders, the military, healthcare providers, insurance and financial services companies, legal firms, human resources departments, merger and acquisition (M&A) firms, and research institutions. Essential KM concepts are explored not only from a foundational perspective but also from a practical application. These concepts include capturing and codifying tacit and explicit knowledge, KM methods, information architecture, search, KM and social media, KM and Big Data, and the adoption of KM. Readers can visit the book's companion website, KM Mentor ((http://www.KMMentor.com) www.KMMentor.com ), where they can access: Presentations by industry leaders on a variety of topics KM templates and instruction on executing KM strategy, performing knowledge transfer, and KM assessments and audits KM program and project implementation guidance Insights and reviews on KM tools Guidance on implementing and executing various KM Methods Specialized KM publications A private secure collaboration community for members to discuss ideas and get expert answers and advice Cover......Page 2 Half Title......Page 3 Title Page......Page 4 Copyright Page......Page 5 Dedication......Page 7 Table of Contents......Page 8 Foreword......Page 20 Preface......Page 22 Acknowledgments......Page 28 Author......Page 29 Overview......Page 31 The Case for Implementing Knowledge Management (Chapter 2)......Page 32 Being Social: Knowledge Management and Social Media (Chapter 3).......Page 33 Dude, “Where’s My Car?”: Utilizing Search in Knowledge Management (Chapter 4)......Page 34 The Age of Discovery: Knowledge Management in Research Institutions (Chapter 5)......Page 35 “Where Have All My Experts Gone?”: Knowledge Management in Human Resources and Talent Management (Chapter 6)......Page 36 “Sound the Alarm!”: Knowledge Management in Emergency and Disaster Preparedness (Chapter 7)......Page 37 Happily Ever After: Knowledge Management in Mergers and Acquisitions (Chapter 8)......Page 38 “Is There a Doctor in the House?”: Knowledge Management in Healthcare (Chapter 9)......Page 39 “Show Me the Money!”: Knowledge Management for Financial Services (Chapter 10)......Page 40 “Are You in Good Hands?”: Knowledge Management in Insurance (Chapter 11)......Page 41 “Sign Right Here!”: Knowledge Management in the Legal Profession (Chapter 12)......Page 42 “A Mind is a Terrible Thing to Waste!”: Knowledge Management Education (Chapter 13)......Page 43 “Big Knowledge!”: Knowledge Management and Big Data (Chapter 14)......Page 44 “What Have You Done for the War Fighter Today?”: Knowledge Management in the Military (Chapter 15)......Page 45 Drinking the Knowledge Management Kool-Aid: Knowledge Management Adoption (Chapter 16)......Page 46 Failure Is Not an Option: Why Do Knowledge Management Programs and Projects Fail? (Chapter 17)......Page 47 Summary (Chapter 18)......Page 48 Structure of Each Chapter......Page 49 2 The Case for Implementing Knowledge Management......Page 50 KM Business Case Structure......Page 52 Needs Analysis......Page 53 KM Solution Implementation Approach......Page 54 Iterative Software Development Methodology......Page 55 OpenUP Methodology......Page 56 Knowledge Acquisition Unified Framework......Page 58 Value Analysis......Page 60 ROI for KM......Page 61 KM Metrics and Key Performance Indicators......Page 63 Information Currency......Page 64 Transaction Costs......Page 65 Strategic Look at the KM Business Case......Page 66 Tips and Techniques......Page 67 3 Being Social: Knowledge Management and Social Media......Page 68 Participatory Communication Cycle......Page 69 Social Media, KM, and the Enterprise......Page 70 Social Media Policies, Procedures, and Guidelines......Page 72 Social Media Strategy......Page 76 Sample Social Media Strategy—Roles and Responsibilities......Page 82 Tips and Techniques......Page 83 Information Architecture......Page 85 Content Model......Page 89 Steps Involved in Constructing the Content Model......Page 90 Taxonomy......Page 91 Metadata......Page 93 Metadata Fields......Page 94 Metadata Attributes......Page 95 Metadata Schema......Page 96 The Role of the Information Architect......Page 103 Search Intent......Page 105 Tools......Page 106 Data Harmony: Expert Knowledge Management with Powerful Semantic Tools and Intelligent Design......Page 107 Tips and Techniques......Page 108 Five Challenges Faced When Implementing KM in Research Institutions......Page 110 The Case for Implementing a KM Strategy......Page 111 Developing Your KM Strategy......Page 112 Components of a Research Organization’s KM Strategy......Page 113 After Action Reviews......Page 117 Working in Collaborative Settings......Page 121 Creating Diversified Teams......Page 123 The Medici Effect......Page 124 Conducting the Knowledge Café......Page 125 Creating Root Cause Analysis Sessions......Page 126 Methods/Tools for Capturing, Cataloging, Reusing, and Locating Research Knowledge/Expertise......Page 127 Construction of the Representation of the Knowledge Capital by a Knowledge Map......Page 128 Knowledge Portal/Repository/Knowledge Base......Page 131 Tips and Techniques......Page 132 6 “Where Have All My Experts Gone?”: Knowledge Management in Human Resources and Talent Management......Page 136 Knowledge Map to Identify Experts......Page 138 Human Capital Management......Page 139 Talent Management......Page 142 KM Influence on Talent Management......Page 144 High-Impact Talent Management Framework......Page 146 Key Learnings......Page 148 Tips and Techniques......Page 149 Introduction......Page 151 First-Responder KM Strategy......Page 153 Knowledge Shared, Captured, and Reused......Page 154 Quick and Decisive Decision Making......Page 156 Knowledge Recognition, Needs Assessment and Allocation Feedback, and Evaluation......Page 157 Command and Control Structure......Page 158 Types of KM Strategies......Page 159 Socialization KM Strategy......Page 160 Factors Influencing the Selection of a KM Strategy......Page 161 Aligning the KM Strategy with the Business Strategy......Page 162 Firefighter First-Responder KM Strategy......Page 163 Knowledge Audit......Page 165 Action Plan—After Action Reviews......Page 166 Conclusion......Page 167 Key Learnings......Page 168 Tips and Techniques......Page 169 8 Happily Ever After: Knowledge Management in Mergers and Acquisitions......Page 170 M&A: The Basics......Page 171 Acquisitions......Page 172 Distinction between M&A......Page 173 Determining Synergies......Page 174 Employees......Page 175 Communication......Page 176 Productivity......Page 177 Leveraging KM in Company Valuation......Page 178 Knowledge and Economic Value......Page 181 Knowledge and Organizational Culture......Page 182 Knowledge Mapping......Page 183 Knowledge Profile......Page 185 Why M&A Can Fail?......Page 186 Tips and Techniques......Page 187 9 “Is There a Doctor in the House?”: Knowledge Management in Healthcare......Page 189 Healthcare Delivery Process......Page 191 KM Model for Healthcare......Page 194 Patient-Centered Approach......Page 195 Applying KM to Healthcare......Page 196 Constructing Healthcare Knowledge......Page 197 MedicineNet.com......Page 198 KM and Healthcare Informatics......Page 199 Expert Systems......Page 200 Data Mining Tools and Techniques—Dashboards......Page 201 Business Intelligence and Analytics......Page 202 Communities of Practice......Page 203 Top Five Trends in KM for Healthcare 2016 and Beyond......Page 204 Key Learnings......Page 206 Tips and Techniques......Page 207 10 “Show Me the Money!”: Knowledge Management for Financial Services......Page 208 Empowering Employees to Satisfy Customers......Page 209 KM Leveraged by Brokerage Companies......Page 210 Brokerage Institution KM Model......Page 211 KM Leveraged by Banking Institutions......Page 212 Banking Institution KM Model......Page 214 Arguments for Knowledge Management......Page 215 Banking KM Framework......Page 216 Scarce Talent......Page 217 Virtual Communities......Page 218 Benefits of Virtual Communities......Page 219 Cultural Dimension......Page 220 Tips and Techniques......Page 221 Insurance Business Challenges......Page 223 Managing the Business Effectively......Page 224 Insurance Call Center......Page 225 Applying KM to Call Centers......Page 226 Structure Your Knowledge......Page 227 Ensure Knowledge Is Accurate and Up-to-Date......Page 228 Integrate Customer Relationship Management and KM Systems......Page 229 Integrate Interactive Voice Response and KM Systems......Page 230 Insurance KM Model......Page 231 Underwriting......Page 232 Claims......Page 235 Developing Your Knowledge Workers......Page 237 Role of Technology......Page 238 Insurance Knowledge Management Systems Framework......Page 239 Claims KM Systems......Page 241 Collaboration......Page 242 Key Learnings......Page 243 Tips and Techniques......Page 244 KM Drivers for Legal Professionals and Firms......Page 245 Lawyer/Legal Staff Training......Page 247 Legal Secretaries/Legal Assistants/Paralegals......Page 248 Legal Technology Specialist......Page 249 Expertise Locators......Page 250 Legal Project Management......Page 251 KM in LPM......Page 255 Legal Research......Page 256 LexisNexis......Page 257 VersusLaw......Page 258 Precedent/Case Law Knowledge......Page 259 Legal KM and Client Support......Page 260 Competitive Intelligence......Page 261 Information Architecture......Page 262 Creating/Modifying/Managing Metadata......Page 263 Benefits of Governance......Page 264 Archiving—Record Retention Governance......Page 265 Governing KM Effectiveness......Page 266 Tips and Techniques......Page 267 13 “A Mind Is a Terrible Thing to Waste!”: Knowledge Management Education......Page 269 The KM Competency Model......Page 271 KM Curriculum Development and Delivery......Page 292 Teaching Philosophy/Methodology......Page 293 Objectives of Bloom’s Taxonomy of Learning......Page 294 Bloom’s Six Cognitive Taxonomy Categories......Page 295 KM Education Programs......Page 297 KM at Institutions of Higher Education......Page 298 George Mason University......Page 299 Kent State University......Page 300 Drexel University......Page 301 KM Certification Programs......Page 302 Knowledge Management Institute......Page 303 Association for Talent Development......Page 304 Tips and Techniques......Page 305 Data, Information, and Knowledge......Page 307 User-Generated Data......Page 308 Partner Data......Page 309 Applying KM to Big Data......Page 310 Social Network Analysis......Page 312 Betweenness Centrality......Page 313 Network Centralization......Page 314 Boundary Spanners......Page 315 SNA Graph/Knowledge Map......Page 316 Social Media Networks......Page 317 Big Data Sources and KM......Page 318 Knowledge Classifications......Page 319 Information Architecture and Big Data......Page 321 Key Learnings......Page 326 Tips and Techniques......Page 327 15 “What Have You Done for the War Fighter Today?”: Knowledge Management in the Military......Page 328 Continuing KM Challenge of BRAC......Page 329 KM Principles......Page 330 KM Strategies in the US Army......Page 332 Army KM Principles......Page 333 Current Army KM Direction......Page 336 KM Strategies in the US Air Force......Page 337 Air Force KM Goals and Objectives......Page 339 Air Force Knowledge Now......Page 341 KM Strategies in the US Navy......Page 342 Navy Knowledge Online......Page 345 KM and BRAC......Page 346 Addressing the BRAC Problem......Page 347 Missed KM Opportunity of BRAC......Page 351 Tips and Techniques......Page 352 Communication Channels......Page 354 Adoption Activities......Page 355 Key Adoption Challenges......Page 356 The Communications Plan......Page 357 Goals of a KM Town Hall Session Are as Follows......Page 358 Sample Messaging......Page 359 Adoption and the KM Implementation Strategy......Page 360 Adopting KM Systems......Page 363 TTF Model......Page 364 Applying the TTF Model......Page 366 Key Learnings......Page 368 Tips and Techniques......Page 369 17 Failure Is Not an Option: Why Do Knowledge Management Programs and Projects Fail?......Page 371 Lack of Executive Leadership/Sponsorship......Page 374 Need for Organizational Participation......Page 376 Inadequate Processes and Technology......Page 377 Lack of Knowledge and Resources......Page 378 Need for Education and Understanding of KM......Page 379 KM and the Corporate Culture......Page 383 Creating an Environment for Knowledge Exchange......Page 384 Poorly Measuring the Impact of KM......Page 385 Lack of Monitoring and Controls......Page 386 Key Learnings......Page 387 Tips and Techniques......Page 388 18 Summary......Page 390 Emergency and Disaster Preparedness......Page 391 Big Data......Page 392 The Future of KM......Page 393 Technology Services Industry Association Research......Page 394 State of KM Survey......Page 395 Global View of KM......Page 396 KM Impact on Customer Service......Page 397 Internal KM......Page 398 KM and CRM......Page 399 Closing Statement......Page 400 Appendix A......Page 401 Appendix B......Page 408 References......Page 413 Index......Page 421 "This evidence-based book provides the framework and guidelines that professionals need for working with the contemporary explosion of data that is creating opportunities and challenges to all phases of our society and commerce." -Larry R. Medsker, Research Professor in Physics and Data Science, The George Washington University**Knowledge Management in Practice**is a resource on how knowledge management (KM) is implemented. It provides specific KM methods, tips, techniques, and best practices to gain competitive advantage and the most from investing in KM. It examines how KM is leveraged by first responders, the military, healthcare providers, insurance and financial services companies, legal firms, human resources departments, merger and acquisition (M&A) firms, and research institutions. Essential KM concepts are explored not only from a foundational perspective but also from a practical application. These concepts include capturing and codifying tacit and explicit knowledge, KM methods, information architecture, search, KM and social media, KM and Big Data, and the adoption of KM.Readers can visit the book's companion website, KM Mentor ([www.KMMentor.com](http://www.KMMentor.com)), where they can access:Presentations by industry leaders on a variety of topics KM templates and instruction on executing KM strategy, performing knowledge transfer, and KM assessments and audits KM program and project implementation guidance Insights and reviews on KM tools Guidance on implementing and executing various KM Methods Specialized KM publications A private secure collaboration community for members to discuss ideas and get expert answers and advice "This evidence-based book provides the framework and guidelines that professionals need for working with the contemporary explosion of data that is creating opportunities and challenges to all phases of our society and commerce."--Larry R. Medsker, Research Professor in Physics and Data Science, The George Washington University Knowledge Management in Practice is a resource on how knowledge management (KM) is implemented. It provides specific KM methods, tips, techniques, and best practices to gain competitive advantage and the most from investing in KM. It examines how KM is leveraged by first responders, the military, healthcare providers, insurance and financial services companies, legal firms, human resources departments, merger and acquisition (M & A) firms, and research institutions. Essential KM concepts are explored not only from a foundational perspective but also from a practical application. These concepts include capturing and codifying tacit and explicit knowledge, KM methods, information architecture, search, KM and social media, KM and Big Data, and the adoption of KM. Readers can visit the book's companion website, KM Mentor (www.KMMentor.com), where they can access: Presentations by industry leaders on a variety of topics KM templates and instruction on executing KM strategy, performing knowledge transfer, and KM assessments and audits KM program and project implementation guidance Insights and reviews on KM tools Guidance on implementing and executing various KM Methods Specialized KM publications A private secure collaboration community for members to discuss ideas and get expert answers and advice This publication gives detailed information on applying knowledge management (KM) practices, procedures and techniques to solve real world problems. The book addresses content management and search engine optimization, capturing and codifying tacit and explicit knowledge, KM in disaster preparedness, action and reaction, how organization should address the KM adoption process, why KM projects fail, and specific industry application of knowledge management