Knowledge Management Systems

1. Knowledge Management Systems • Week 3 Schedule • Syllabus Updates • Web Site • Discussion Weeks Assigned • System Analysis • Topic Selection • Readings Discussion • System Install and Configure (1)

2. Working Knowledge • Knowledge Transfer • Knowledge Roles and Skills • Technologies for KM • KM Projects in Practice • Pragmatics of KM

3. Knowledge Transfer • Knowledge Gets Transferred • Naturally • Unpredictably • Organizational Size vs. Finding Knowledge • Methods for Transfer • Organized • Meetings, Workshops, Training • Liaisons and Leaders • Structure of the Organization • Unorganized • Neighbors, Elevators, Lunchrooms • Water Coolers, Managers

4. New Technologies and KM • Organizational Change • Cultural Changes • Flattened Hierarchies • Individual Responsibilities • Distance Work • Telecommuting • Remote Meetings • Technology-Driven Capture • Communication (email++) • Data-Driven Work Creates Detailed Records • Data Mining (ad hoc and batched) • More Potential Tacit Knowledge, More Technology Use

5. Culture of Knowledge Transfer • Trust – Relationships • Different Cultures – Create Common Ground • Time and Real Estate – Schedule Both • Status of Knowledge Owners – Sharing Incentives • Absorbing Knowledge – Education • Knowledge Sources – Ideas, not Source Important • Intolerance of Mistakes – Reward Creative Errors • P 97

6. Knowledge Transfer Causes & Effects • Crisis – Failure • Shared Language (or lack thereof) • Mismatch of Cultures • Gaps in Expertise • Solutions for Success through KM • Training and Exposure to Culture(s) • Encouraged Common Ground • Gatekeepers Bridging Gaps

7. Knowledge Transfer Attributes • Status of the Knower • Completed, Absorbed Transfer • Measured • Acted Upon • Velocity (if any) • Viscosity (quality) • Transfer Medium • Source and Integration • New or Best Doesn’t Always Transfer

8. CMS and KM • New Technology and Documents • New Technology and Conversations • Discussions and Documents • Access • Transfer • Interpretation • Integration • How is Knowledge Transfer Different in this Class from Others You’ve Had?

9. Knowledge Roles and Skills • Additional or Refocused Roles for KM • Integrated into an Organization • Not Separate • Not a Wholly New Culture • Consultants? • Everyone doing KM including Transfer • KM Specialists • Organizational (Networks) • Technical (Systems) • Both • Librarians, Editors, Writers, IT Staff, Managers

10. Knowledge Projects • Manage Specific Forms of Knowledge • Improve Practices Related to Knowledge • Objectives • Teams • Expectations • Budgets and Schedules • Identification and Resolution • Our KM Project?

11. Chief Knowledge Officer • Executive Position Indicates Importance of Focus • Trendy? • Evangelize KM Practices & Roles • Make KMS Decisions • Manage KMS Implementations • Measure Knowledge • Show KM Successes • Coordinate with Other Groups and Executives • Experience in One or Many of These

12. Technologies for KM • Technology or Culture? • Protocols • Paradigms • Systems that make leaps in: • Analysis • Communication • Coordination • ??? • Repositories of Knowledge • Capture • Organization • Access

13. Barriers to KM Technology • Implementation Isn’t Success • Training with KMS is Essential • Adaptation of Roles to Support and Promote KMS • Measuring and Coordinating a Moving Target • Early (even small) Problems Affect KMS Use • ???

14. KM Projects in Practice • Approaches to KM Projects • Market-based • Centrally Supported (and funded) • Stealth • Types of KM Projects • Repository Building • External (Competitive Intelligence, News) • Structured Internal (Research, Reports, Methods) • Informal Internal (Discussions, Messages) • Culture Changing • Process Improvement • Transforming & Creating KM Roles

15. Successful KM Projects • Expert Network • Internal Document Repositories • New Knowledge Creation Methods • “Lessons Learned” Knowledge Bases • Improve IT to Promote KM • Change Evaluation and Compensation to Influence Behavior

16. Measuring KM Success • Growth in Staffing and Budgets over time • Growth in Volume and Content of KM Systems • Extended Projects, New Spinoff Projects • KM Accepted as Normal and Routine • Measurable Return on KM Investment • For Our Class?

17. Successful KM Strategies • Knowledge-Oriented Culture • Technical Infrastructure • Organizational Infrastructure • Executive Management Support • Process Adaptability and Focus • Clarity of Project (Communication) • Motivation for Success • Structure for Knowledge to Coalesce • Multiple Channels for Knowledge Transfer • P 153

18. KM Pragmatics (common sense) • Start with High-Value Knowledge • Small, Focused Pilot, but Extendable • Multiple Methods (Tech, Culture…) • Tackle Difficulties Early • Get Organizational Support Early • Work with What’s in Place • Technology • Organization • Don’t Advertise Until You’re Ready • Find the Right Team (Self-Selecting) • Organization as a System, a Network

19. Integrating Knowledge on the Web • Ubiquitous medium for distributing computation, information and KM. • Intuitive Interfaces for Linking Knowledge Elements in a Repository • Open standards • Adaptable (upgrade paths) • Usable (already used) • Extendable (with other systems)

20. Frameworks for KM • Creating and Managing • Tacit • Communication Capture • Organization • Explicit • Measurable Processes (Projects, Warehouses) • Transformed Data • Artifactual • Enterprise • Infrastructure • Content (formats)

21. Organizational Processes Support • Doc Mgmt • Workflow • Conferencing • VoIP • Digital/Visual Thinking Tools • Data Warehouses/Repositories • Groupware • Intranets • Table 1, p 33

22. KMS Objectives • Find Knowledge • Create New Knowledge • Package and Assemble Knowledge • Apply Knowledge • Reuse and Revalidate Knowledge • Table 2, p 33

23. Table 1

24. Table 2

25. Enterprise KM Components

26. KMS Issues • Middleware • Information Processing • Knowledge Distillation • Legacy Integrations • Leveraging Existing Information • Conversion “Wrappers” (KQML) • Message Brokers • Middleware of Middleware? • Central Integration Point • ETL – process not always replicatable • HTML, SQL, XML, RDF

27. KMS Attributes • Platform Independence and Portability • Robust (System) Access • Integration with Legacy and Existing Systems • Security • Scalability • Distributed Connectivity, Flexibility and Customizability • Ubiquitous, Consistent, Intuitive Client Interface • System Interfaces? (Users as Knowledge Managers) • Cultural Fit (Present and/or Future) • ???