Knowledge management : systems and processes

This book serves as a complete introduction to the subject of Knowledge Management, and incorporates technical as well as social aspects, concepts and principles as well as practical examples, and traditional KM approaches as well as emerging topics such as social networks, Web 2.0, and open innovation. The focus of the book is on how KM impacts organizations and individuals, and steps that should be taken to maximize benefits, including directions for how to select, develop, and evaluate KM systems. Unlike other books in the field, Knowledge Management: Systems and Processes enhances the conventional exposition of KM with an in-depth discussion of the technologies used to facilitate the management of knowledge in large and small organizations. It features numerous case studies and vignettes describing practical applications of KM initiatives at leading firms and government organizations, including details such as system architecture. Written by two recognized researchers in the field, the book makes extensive use of the latest developments and examples from KM. Cover Page ......Page 1 Title Page......Page 4 Copyright Page ......Page 5 Contents......Page 6 Foreword......Page 12 Preface and Acknowledgments......Page 14 1. Introducing Knowledge Management......Page 20 What Is Knowledge Management?......Page 21 Forces Driving Knowledge Management......Page 22 Knowledge Management Systems......Page 25 Issues in Knowledge Management......Page 26 Text Overview ......Page 27 Review......Page 29 References......Page 30 PART I: PRINCIPLES OF KNOWLEDGE MANAGEMENT......Page 32 What Is Knowledge?......Page 34 Alternative Views of Knowledge......Page 39 Different Types of Knowledge......Page 41 Locations of Knowledge......Page 48 Key Terms......Page 52 Application Exercises......Page 53 References......Page 54 Knowledge Management......Page 56 Knowledge Management Solutions and Foundations......Page 58 Knowledge Management Infrastructure......Page 59 Knowledge Management Technologies......Page 66 Management of Knowledge Management Foundations (Infrastructure, Mechanisms, and Technologies)......Page 68 Review......Page 70 References......Page 71 Knowledge Management Processes......Page 73 Knowledge Management Systems ......Page 79 Managing Knowledge Management Solutions......Page 82 Key Terms ......Page 85 Application Exercise ......Page 86 References......Page 87 Impact on People......Page 88 Impact on Processes......Page 92 Impact on Products......Page 96 Impact on Organizational Performance......Page 98 Summary......Page 100 Key Terms......Page 101 Application Exercises......Page 102 References......Page 103 PART II: KNOWLEDGE MANAGEMENT TECHNOLOGIES AND SYSTEMS......Page 106 6. Knowledge Application Systems: Systems that Utilize Knowledge......Page 108 Technologies for Applying Knowledge......Page 109 Developing Knowledge Application Systems......Page 114 Types of Knowledge Application Systems......Page 116 Case Studies......Page 118 Limitations of Knowledge Application Systems......Page 136 Key Terms......Page 137 References......Page 138 What Are Knowledge Capture Systems?......Page 141 Knowledge Management Mechanisms to Capture Tacit Knowledge: Using Organization Stories......Page 143 Designing the Knowledge Capture System......Page 147 Concept Maps......Page 148 Context-Based Reasoning......Page 153 Barriers to the Use of Knowledge Capture Systems......Page 159 Research Trends......Page 160 Summary......Page 163 Application Exercises......Page 164 References......Page 165 8. Knowledge Sharing Systems: Systems that Organize and Distribute Knowledge......Page 168 What Are Knowledge Sharing Systems?......Page 169 The Computer as a Medium for Sharing Knowledge......Page 173 Designing The Knowledge Sharing System......Page 174 Barriers to The Use of Knowledge Sharing Systems ......Page 175 Specific Types of Knowledge Sharing Systems......Page 176 Lessons Learned Systems......Page 178 Expertise Locator Knowledge Sharing Systems......Page 182 The Role of Ontologies and Knowledge Taxonomies in the Development of Expertise Locator Systems......Page 185 Case Studies......Page 189 Shortcomings of Knowledge Sharing Systems......Page 200 Knowledge Management Systems that Share Tacit Knowledge......Page 202 Application Exercises......Page 206 References......Page 207 9. Knowledge Discovery Systems: Systems that Create Knowledge......Page 210 Mechanisms to Discover Knowledge: Using Socialization to Create New Tacit Knowledge......Page 211 Technologies to Discover Knowledge: Using Data Mining to Create New Explicit Knowledge......Page 214 Designing the Knowledge Discovery System......Page 220 Guidelines for Employing Data Mining Techniques......Page 225 Discovering Knowledge on the Web......Page 232 Data Mining and Customer Relationship Management......Page 236 Barriers to the Use of Knowledge Discovery Systems......Page 238 Case Studies......Page 240 Summary ......Page 246 Application Exercises ......Page 248 References ......Page 249 PART III: MANAGEMENT AND THE FUTURE OF KNOWLEDGE MANAGEMENT......Page 252 Web 2.0......Page 254 Social Networking......Page 257 Wikis and Blogs......Page 260 Open Source Development......Page 262 Virtual Worlds......Page 266 The Three Worlds of Information Technology: Does IT Really Matter?......Page 270 Summary ......Page 271 Notes......Page 272 References......Page 273 A Contingency View of Knowledge Management......Page 275 The Effects of Task Characteristics......Page 276 The Effects of Knowledge Characteristics......Page 280 The Effects of Organizational and Environmental Characteristics......Page 282 Identification of Appropriate Knowledge Management Solutions......Page 285 Illustrative Example......Page 289 Summary......Page 292 Application Exercises......Page 293 References......Page 294 Leadership of Knowledge Management......Page 296 Importance of Knowledge Management Assessment......Page 298 Types of Knowledge Management Assessment......Page 301 Assessment of Knowledge Management Solutions......Page 304 Assessment of Knowledge......Page 306 Assessment of Impacts......Page 308 Conclusions About Knowledge Management Assessment......Page 310 Key Terms......Page 316 Application Exercises......Page 317 References......Page 318 Using Knowledge Management as a Decision-Making Paradigm to Address Wicked Problems......Page 320 Promoting Knowledge Sharing While Protecting Intellectual Property......Page 322 Addressing Barriers to Knowledge Sharing and Creation......Page 325 Concluding Remarks......Page 329 Application Exercises......Page 330 References......Page 331 Glossary......Page 333 About the Authors......Page 354 Index......Page 356 "This book, written by two proficient and recognized researchers in the field, serves as a complete introduction to the subject of Knowledge Management (KM). It incorporates technical as well as social aspects; concepts and principles as well as practical examples; and traditional KM approaches aswell as emerging topics such associal networks, Web 2.0, and open innovation." "Knowledge Management: Systems and Processes enhances the conventional exposition of KM with an in-depth discussion of the technologies used to facilitate the management of knowledge in large and small organizations. This includes a complete description of the theory and applications of the various techniques and technologies currently in use to manage organizational knowledge. The discussion of technology is at a level appropriate for the typical businessadministration graduate student or corporate manager."--Jacket This new book approaches knowledge management (KM) from several perspectives: it spans electrical engineering, artificial intelligence, information systems, and business. Comprehensive yet clearly and concisely written, "Knowledge Management" is simultaneously strong in managerial, technical, and systemic aspects of KM, providing readers with the right combination of theory, technology, and solutions. Organized coherently into four sections, "Knowledge Management" covers the principles, technologies, capture systems, sharing systems, and application systems of KM. An excellent handbook for business executives, especially chief information officers, IT directors, and chief knowledge officers.