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Do we know whatwe know we know?
Communication and knowledge
management problems in CAM
Dr Jim Briggs
Summary of the problems
• Lots of different communication channels
• Often contradictory / non-definitive / poorly designed
• Existing knowledge resources are generally not indexed and impossible to search
• "Vague" procedures for making decisions
• Lack of integration
Implications for practice of KM(Kankanhalli et al, CACM 46/9)
Low-volatility context High-volatility context
Product-based
•Identify and promote strategic communities of practice (COPs)•Provide expert directories and collaboration tools•Reward participants in strategic COPs•e.g. BP, Shell
•Provide expert directories and collaborative tools for product development teams•Provide KRs for product sales teams•Review of contents in KRs by experts•Reward team sharing of knowledge•e.g. HP, Microsoft, Siemens, Xerox
Service-based
•Create and maintain high-quality knowledge repositories (KRs)•Provide effective search capabilities for KRs•Reward quality contributions to KRs•Reward effective reuse of knowledge from KRs•e.g. Ernst & Young, KPMG
•Build a culture of mutual support and interaction•Provide communication support for one-to-one interaction via multiple media•e.g. McKinsey, Skandia
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