Knowledge management

Draft

Definition

• Knowledge management is the problem of capturing, organizing, and retrieving information in an organization.

• “Knowledge Management is a new branch of management for achieving breakthrough business performance through the synergy of people, processes, and technology. Its focus is on the management of change, uncertainty, and complexity.” (WWW Virtual Library on Knowledge Management)

• “Knowledge Management caters to the critical issues of organizational adaptation, survival, and competence in face of increasingly discontinuous environmental change.... Essentially, it embodies organizational processes that seek synergistic combination of data and information processing capacity of information technologies, and the creative and innovative capacity of human beings.” (WWW Virtual Library on Knowledge Management)

Related issues:

• Organizational learning
• Community of practice
• Virtual community
• Change management

Typologies

Views

Here is quote from Dave Pollard []

A big problem with KM is that, like the six blind men feeling different parts of the elephant, the term has come to mean many different things to different people, and hence nothing at all:

• Academics: KM is anything that allows us to do something better in business than we can do without it
• Consultants: KM is an aspect of business process improvement
• IT People: KM is any software that concerns itself at least vaguely with databases or content management systems
• Librarians: KM is the new name for what special librarians have always done
• HR People: KM is the process surrounding non-classroom learning curricula

• “When defining knowledge management some people emphasize intellectual capital, others think of supporting technologies, whereas others put community building first.” (Ritsko and Birman)

Knowledge management in education

It can play a important role both in formal and informal settings.

Examples:

• The C3MS project-based learning model that engages students in collective activites, like knowledge sharing.
• This Wiki (since May 2006, we started encouraging our graduate students to share their literature reviews, see the fr:Accueil french version.

Technology

“Knowledge management systems (KMS) are the tools and techniques that support knowledge-management practices in organizations .... In summary, KMSs can be thought of as systems composed of people, tools and technologies.” (Gallup, 2001).

Gallup (2001) defines the following kinds of tools to support knowledge mangement systems.

Intranets	Private internet-based networks using Web-browsers to share knowledge.
Information retrieval programs	Tools to search corporate knowledge/data bases as well as external knowledge sources to provide access to a wide variety of knowledge.
Database management systems	Combine with intranets and information network tools to provide a platform to build specific knowledge management tools.
Document management software	Provide the means for capturing, storing, and distributing knowledge in the form of documents as opposed to discrete data.
Groupware	Software and hardware that enables workgroups to communicate and collaborate. Groupware tools typically have features that enable groups to perform such tasks as generating ideas (create new knowledge) and reaching consensus.
Intelligent agents	Software programs that can filter out the knowledge that the user really needs. This may be particularly important in knowledge-intensive situations where particular knowledge sources need to be monitored.
Knowledge-based or expert systems	Store the knowledge of experts in the form of rules or cases and then provide that knowledge to novices or other experts.

Systems

"Real" KM systems

• Specialized commercial portals

Specialized

• Conversation systems like Babble that reify conversations

Light-weight

• Wikis
• Blogs (using RSS-based) syndication
• C3MS portals
• Forums or more complex systems like Knowledge forum

Links

• WWW Virtual Library on Knowledge Management

• KMWorld Magazine Archives

• KMForum - from their homepage:“virtual community of practice focused on furthering the fundamental theories, methods, and practices supporting the Knowledge Professions.”

References

Pratical

• IBM System Journal, Special issue on Knowledge Management, 40 (4), 2001

HTML Index

• Ritsko, John J. and Alex Birman, IBM System Journal, Special issue on Knowledge Management, 40 (4), 2001, 812-813.

Technical

• T. Erickson, D. Smith, W. A. Kellogg, M. Laff, J. Richards, and E. Bradner, Socially Translucent Systems: Social Proxies, Persistent Conversation and the Design of Babble, Proceedings of the Conference on Human Factors in Computing Systems (CHI'99), ACM Press, New York (1999), pp. 72-79.

• E. Bradner, W. A. Kellogg, and T. Erickson, The Adoption and Use of Babble: A Field Study of Chat in the Workplace,Proceedings of the European Conference on Computer-Supported Cooperative Work (ECSCW'99), Kluwer Academic Publishers,

Background

• Michael H. Zack (1998), If Managing Knowledge is the Solution, then What's the Problem? HTML Preprint, published in Knowledge Management and Business Model Innovation, Yogesh Malhotra (ed.), Idea Group Publishing, April, 2001

Brent Gallupe (2001), Knowledge management systems: surveying the landscape, International Journal of Management Reviews 3 (1), 61\u201377. doi:10.1111/1468-2370.00054 Abstract (Access restricted)