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Knowledge Management Systems Knowledge Management Systems
• Week 2 Schedule- Syllabus Updates- Web Site- Blogs Analysis- Groupware Analysis- Topic Review & Selection- Readings Discussion
Questions to ConsiderQuestions to Consider
• What is KM?• What Does KM Provide?• Best Approaches for KM?• KM as a Process?• Who Does KM?
• Assuming we understand all that – what is a KMS?
Working KnowledgeWorking Knowledge
• What Do We Talk About When We Talk About Knowledge?
• The Promise and Challenge of Knowledge Markets
• Knowledge Generation• Knowledge Coordination and Codification
- “the only unlimited resource” – Paul Romer
Talking about Knowledge?Talking about Knowledge?
• Information Technology has enabled a promise that knowledge can be managed, captured, measured and transferred.- Speed of Transfer• SIGs and Communities of Practice• Too Fast?
- Measurement of Knowledge?• Quantitative and Qualitative• Decision Making
- Economics of Knowledge• Nobel Prize(s)• Business Process Modeling
Knowledge as a Product?Knowledge as a Product?
• Something to measure- Knowledge Audit- “You have 300 new email messages”
• Shouldn’t it be more than information?- Richer- Contextual- Brain = Info, Mind=Knowledge
• “Experience is the best teacher”- Product of Time?- Manage Time?
Knowledge Boom?Knowledge Boom?
• Who are the Knowledge Wildcatters?• What are the Knowledge Syndicates?• Knowledge De-Regulation?• What was going on before the boom?• Knowledge Vacuum- Noticing lost knowledge because it is gone.- Working to improve organizational performance.
• Driven by Technology?- IT as a means?- IT causes workplace paradigm shifts?
Path to KnowledgePath to Knowledge
• Data• Information – Added Value- Contextualized: purpose data is gathered- Categorized: key components recognized- Calculated: analyzed- Corrected: error free- Condensed: summarized- “the difference that makes a difference” – Bateson
• Knowledge- Action (decisions)- Experience (wisdom)
Types of KnowledgeTypes of Knowledge
• Experience- Individuals- Groups- Cultures
• Ground Truth- Situational- Active
• Complexity- Plastic- Sensemaking - Interpretation
Types of Knowledge 2Types of Knowledge 2
• Rules of Thumb and Intuition- Heuristics- Procedures- “Scripts”
• Values and Beliefs- Culture (again)- Perspectives- “Beliefs and Commitment” – Nonaka & Takeuchi
Seeking KnowledgeSeeking Knowledge
• Managers get 66% of their Knowledge from face-to-face meetings or phone conversations. P 12
• People find most Web sites via recommendation. (Not much active searching.)
• How can a KMS help with seeking?- Help sharing knowledge- Help sharing the burden of seeking
Knowledge InterpretedKnowledge Interpreted
• Is Knowledge a Product or a Service?• What isn’t Knowledge once interpreted?• That Difference that makes you more Competitive?• Knowledge is the main difference, the principle
(competitive) advantage.- Technologies eventually even out- The changes to culture and individuals don’t.
• Information Technology can enable changes that last beyond their influence. - Networked Knowledge- Networked Organization
Knowledge MarketsKnowledge Markets
• Economists moving into KM?• Markets Mean Measurement- KM Mutual Fund?• Best employees• Best ideas
- KM Index Fund?
KM Consider the SourceKM Consider the Source
• Political Economy of Knowledge Markets- Organizations- Individual Roles
• Buyers• Sellers• Brokers (Gatekeepers, Librarians, IT)
• Position and Education• (Informal Networks)• Communites of Practice
Knowledge EconomyKnowledge Economy
• Pricing- Current Value- Future Value- Current Investment- Future Investment
• Reciprocity• Repute• Altruism• Trust• Signals
Knowledge Economy (In)EfficienciesKnowledge Economy (In)Efficiencies
• Is there ever a perfect market?• What is the KM equivalent of “Irrational Exuberance”?
(Greenspan, Shiller)
• Incompleteness- Where is the Knowledge?- Who sets the price?
• Asymmetry- One Department, One Person
• Localness- Neighbors- Peers- “Satisficing” (Simon and March)
Knowledge Market PathologiesKnowledge Market Pathologies• Monopolies
- Technological- Organizational
• (Artificial) Scarcity- Recency- Frequency
• Trade Barriers- IT- Personnel- Culture
• Building Marketplaces- Shopping Time- Cultural Shift- Technological Shift
Information as Product: WurmanInformation as Product: Wurman
• “The Age of Also”- Options are Golden Handcuffs- Seeking is an End in itself
• “Prosumption”- The Age of User Groups (Teach & Learn at Once)- Society and Consumers (Precision & Repetition)
• Information Presentation- Medium is the Message- Varieties of Information and Knowledge Literacy
• The Internet Changes Everything?- Empowerment? (Value)- Speed?
• Does IT Change Everything?
Knowledge GenerationKnowledge Generation
• Acquisition
• Rental
• Processes- R & D- Fusion- Adaptation- Innovation
• Resource Allocation
Knowledge CodificationKnowledge Codification
• Goals for Codified Knowledge- Slow and imperfect initially
• Identify Knowledge in Various Forms to Reach Goals
• Evaluate Knowledge for Utility and Codification
• Resolve Medium for Codification and Access
Types of KnowledgeTypes of Knowledge
• Tacit Knowledge- Internalized- “Not Known”- Serendipitous- Difficult to Capture
• Explicit Knowledge- Externalized- Easily Found- Permanent- Difficult to Process for Utility
Capturing KnowledgeCapturing Knowledge
• Maps
• Narratives
• Surveys
• Measurement as Capture
• Anthropology
• Technology
New Knowledge MarketsNew Knowledge Markets
• World Wide Web• Blogs- Group & Individual- Work & Play
• Social Networking Software- Orkut- Friendster
• Is “build it yourself” knowledge better?- More personal?- More relevant?- More temporal?
• Time to make, consume and use knowledge
Studying & Building New MarketsStudying & Building New Markets
• Communities (of Practice)
• Networks
• Knowledge Marketplace Evaluation
• IT R&D
• Knowledge Packet Tracing
Codifying KnowledgeCodifying Knowledge
• Know the Goal
• Know it when you see it
• Evaluate its purpose
• Delivery platform
• Anthropology?• Information Architecture?• Classification?
Mapping KnowledgeMapping Knowledge
• Different kinds of knowledge are discovered, codified and used in different ways
• A set of rules for this?- Universal- Cultural- Global or Local?
• Build a Map- Time & Technology- Information Architecture
• Capturing everything with IT?
Capturing KnowledgeCapturing Knowledge
• Narrative subtlety- Email- Blogs- Comments & Annotations
• Data Mining• Data Analysis- Cultural Context- Business Context
• Too much organization- Update- Use