By Juan D. Machin M.By Juan D. Machin M.

Tallinn UniversityTallinn UniversityInstitute of Information Institute of Information

Studies Studies March 2011March 2011

Part of the Information and Knowledge Part of the Information and Knowledge Management Course for DILL 4 studentsManagement Course for DILL 4 students

Knowledge-Based Knowledge-Based SystemsSystems

Background Background conceptsconcepts

Liao's Liao's Categories of Categories of KM KM TechnologiesTechnologies

Data MiningData Mining ICTICT

KM FrameworkKM Framework

Expert SystemsExpert Systems

Database Technology Database Technology

ModelingModeling

Tyndale's Taxonomy of Knowledge Tyndale's Taxonomy of Knowledge Management ToolsManagement Tools

IntranetsIntranets Web portalsWeb portalsContent managementContent management Document Document management systemsmanagement systems

Information Information retrieval retrieval enginesengines

Relational and Relational and object object databasesdatabases

Electronic publishing Electronic publishing systemssystems

Groupware and workflow systemsGroupware and workflow systems Push technologiesPush technologiesAgentsAgentsHelp-desk applicationsHelp-desk applications

Customer Customer relationship relationship managementmanagement

Data warehousingData warehousingData miningData mining Business process Business process re-engineeringre-engineering

Knowledge creation Knowledge creation applicationsapplications

IKM and Web 2.0IKM and Web 2.0

IntroductiIntroductionon

Some words on commercial toolsSome words on commercial tools

IMS: software that enables a range of IMS: software that enables a range of practices involving information. practices involving information.

KMS: an instance of IMS emphasizing an KMS: an instance of IMS emphasizing an approach to build knowledge out of approach to build knowledge out of information (managed or contained).information (managed or contained). Companies “try” to build KMS to manage Companies “try” to build KMS to manage organizational learning and business know-organizational learning and business know-how. how. Tseng (2008)Tseng (2008)

Early (mid 90s) KMS were just corporate Early (mid 90s) KMS were just corporate yellow pages as indexes of professionals by yellow pages as indexes of professionals by expertise in an organizationexpertise in an organization

Then, semantic technologies for search & Then, semantic technologies for search & retrieval and the development of e-learning retrieval and the development of e-learning tools for communities of practice tools for communities of practice ((Capozzi Capozzi

2007)2007)..

social networking tools allow unstructured, social networking tools allow unstructured, self-governing or ecosystem approaches to self-governing or ecosystem approaches to the transfer, capture and creation of the transfer, capture and creation of knowledge, and with it, the development of knowledge, and with it, the development of communities and networks.communities and networks.

Main functions of KM aided by IT Main functions of KM aided by IT (Sher & Lee, (Sher & Lee,

2004, pp. 3-4)2004, pp. 3-4)::

1. knowledge creation (black box) a 1. knowledge creation (black box) a knowledge spiral framework knowledge spiral framework (Nonaka & Takeuchi, (Nonaka & Takeuchi,

1995)1995) has been proposed as having more has been proposed as having more descriptive value in explaining the process of descriptive value in explaining the process of socialization, articulation, combination, and socialization, articulation, combination, and internalization. internalization.

3. knowledge sharing: provides employees 3. knowledge sharing: provides employees encountering similar decisions short-cuts to encountering similar decisions short-cuts to solutions and thus enhances learning, solutions and thus enhances learning, enabling employees to respond to enabling employees to respond to environmental change at an increased pace environmental change at an increased pace with less cost. with less cost.

Main functions of KM aided by IT Main functions of KM aided by IT (Sher & Lee, 2004, (Sher & Lee, 2004,

pp. 3-4)pp. 3-4)::

2. Accumulation of knowledge, often results in 2. Accumulation of knowledge, often results in increased dependence on the infrastructure. increased dependence on the infrastructure. Patterns of knowledge flow:Patterns of knowledge flow:

•collecting new knowledge; intensifies vertical collecting new knowledge; intensifies vertical flow;flow;•codifying knowledge requires horizontal and codifying knowledge requires horizontal and vertical flows vertical flows •combining new and old knowledge, mainly combining new and old knowledge, mainly affecting horizontal flows.affecting horizontal flows.•uncertainties about relevance are resolved via uncertainties about relevance are resolved via vertical flows, vertical flows,

Liao (2003) surveyed knowledge management Liao (2003) surveyed knowledge management development using a literature review and development using a literature review and classification of articles from 1995 to 2002. classification of articles from 1995 to 2002. He classified KM technologies using seven He classified KM technologies using seven categories:categories:

1. KM Framework1. KM Framework 2. Knowledge-Based Systems (KBS)2. Knowledge-Based Systems (KBS) 3. Data Mining (DM)3. Data Mining (DM) 4. Information and Communication 4. Information and Communication Technology (ICT)Technology (ICT) 5. Artificial Intelligence (AI)/Expert 5. Artificial Intelligence (AI)/Expert Systems (ES)Systems (ES) 6. Database Technology (DT)6. Database Technology (DT) 7. Modeling7. Modeling

Defined by Liao as technological Defined by Liao as technological

frameworks created from different KM frameworks created from different KM theories such as: theories such as:

Knowledge creation Knowledge creation (Nonaka et al, 1996), (Nonaka et al, 1996),

Knowledge assetsKnowledge assets (Wilkins et al, 1997), and (Wiig et al, 1997), (Wilkins et al, 1997), and (Wiig et al, 1997),

Organizational learningOrganizational learning (Heijst et al, 1997),(Heijst et al, 1997),

Organizational innovationOrganizational innovation (Johannessen et al, 1999),(Johannessen et al, 1999),

Intellectual capital Intellectual capital (Liebowitz and Wright, 1999),(Liebowitz and Wright, 1999),

Strategy managementStrategy management (Drew, 1999) and (Hendriks and Vriens, 1999),(Drew, 1999) and (Hendriks and Vriens, 1999),

Organizational impactOrganizational impact (Hendriks and Vriens, 1999), (Hendriks and Vriens, 1999),

Systems thinkingSystems thinking (Rubenstein-Montano et al, 2001),(Rubenstein-Montano et al, 2001),

Artificial intelligence/Expert systemsArtificial intelligence/Expert systems (Liebowitz, 2001),(Liebowitz, 2001),

Knowledge inertia Knowledge inertia (Liao, 2002).(Liao, 2002).

Human centeredHuman centered

Roots on artificial intelligence research, they Roots on artificial intelligence research, they attempt to emulate human knowledge in attempt to emulate human knowledge in computer systems computer systems (Wiig, 1994).(Wiig, 1994).

Components: knowledge base, inference Components: knowledge base, inference engine, knowledge engineering tool, user engine, knowledge engineering tool, user interface interface (Dhaliwal & Benbasat, 1996).(Dhaliwal & Benbasat, 1996).

Alexip > supervision of refining and Alexip > supervision of refining and petrochemical processes FAILSAFE > product petrochemical processes FAILSAFE > product quality quality AppBuilder > develops decision support AppBuilder > develops decision support systems systems HACCP > change management.HACCP > change management.

““The process of selecting, exploring, and The process of selecting, exploring, and modeling large amounts of data to uncover modeling large amounts of data to uncover previously unknown patterns.” previously unknown patterns.” (Tyndale, 2002, p. (Tyndale, 2002, p.

6)6). .

Based on knowledge discovery on databasesBased on knowledge discovery on databases

Amazon recommends the user similar Amazon recommends the user similar products...products...

This category is broadly based on This category is broadly based on

Information and Communication Technologies Information and Communication Technologies for exchanging and sharing data. for exchanging and sharing data.

Using applications or platforms that make Using applications or platforms that make use of the Internet, Intranets or Virtual use of the Internet, Intranets or Virtual Private Networks.Private Networks.

•“…“…an artificial intelligence method for an artificial intelligence method for capturing knowledge, knowledge-intensive capturing knowledge, knowledge-intensive computer programs that capture the human computer programs that capture the human expertise” expertise” (Laudon & Laudon, 2002)(Laudon & Laudon, 2002). .

•For computers to be able to make sense of For computers to be able to make sense of this knowledge, it has to be modeled in a way this knowledge, it has to be modeled in a way that computers are able to process it.that computers are able to process it.

•“…“…collection of data organized to efficiently collection of data organized to efficiently serve many applications by centralizing data serve many applications by centralizing data and minimizing redundant data” and minimizing redundant data” (McFadden, (McFadden,

Hoffer, & Prescott, 2000)Hoffer, & Prescott, 2000). .

•This type of system allows data This type of system allows data centralization and provides access to this centralization and provides access to this data to different applications.data to different applications.

•intends to build relationships based on intends to build relationships based on logical model design for different domains of logical model design for different domains of knowledge or problems. knowledge or problems.

•““provide quantitative methods to analyze provide quantitative methods to analyze subjective data to represent or acquire subjective data to represent or acquire human knowledge with inductive logic human knowledge with inductive logic programming or algorithms so that artificial programming or algorithms so that artificial intelligence, cognitive science and others […] intelligence, cognitive science and others […] implement technologies for KM implement technologies for KM development." development." (Liao, 2003, p. 6)(Liao, 2003, p. 6)

1. Intranets1. Intranets

Distribution system that uses Internet tools Distribution system that uses Internet tools and technology. Access company documents and technology. Access company documents (policies, manuals procedures), software (!), (policies, manuals procedures), software (!), scheduling, databases, newsletters, scheduling, databases, newsletters, publishing.publishing.

2. Web portals2. Web portals

Provides links to other sites to be accessed Provides links to other sites to be accessed directly by clicking on a designated part of it, directly by clicking on a designated part of it, or by browsing through categories.or by browsing through categories.

3. Content management systems3. Content management systems

Intra/internet, databases, file servers, Intra/internet, databases, file servers, document management systems. document management systems. Personalization usually set by users.Personalization usually set by users.

4. Document management systems4. Document management systems

•Primarily used in the collection, storage, and Primarily used in the collection, storage, and distribution of “artifacts of knowledge” in an distribution of “artifacts of knowledge” in an organization.organization.

•Advanced features of document management Advanced features of document management systems provide version control, systems provide version control, authentication, and translation.authentication, and translation.

•Organization without paperOrganization without paper

5. Information retrieval engines5. Information retrieval engines

Used for indexing, searching, and recalling Used for indexing, searching, and recalling data, particularly text or other unstructured data, particularly text or other unstructured forms.forms.

6. Relational and object databases6. Relational and object databases

•Data is stored in tables and categorized by Data is stored in tables and categorized by fields. Each group of information is a record.fields. Each group of information is a record. •Are designed to build links or relationships Are designed to build links or relationships between two or more different tables.between two or more different tables.

7. Electronic publishing systems7. Electronic publishing systems

•The distribution of information in digital The distribution of information in digital format, sometimes including interactive format, sometimes including interactive software.software.

•Interest in the potential of the Internet, has Interest in the potential of the Internet, has turned electronic publishing into a mass-turned electronic publishing into a mass-market industry after years of being limited market industry after years of being limited to specialist information.to specialist information.

•Alternative means / If the Industry let us…Alternative means / If the Industry let us…

8. Groupware and workflow systems8. Groupware and workflow systems

•Allow an organization to automate business Allow an organization to automate business processes. processes.

•Deliver work items to appropriate users, and Deliver work items to appropriate users, and help the users by invoking appropriate help the users by invoking appropriate applications and utilities. applications and utilities.

•Allow tracking the progress of the work item Allow tracking the progress of the work item and generate statistics on how well the the and generate statistics on how well the the processes are doing.processes are doing.

•Organization without paperOrganization without paper

9. Push technologies9. Push technologies

•““Internet-based communication where the Internet-based communication where the request for a given transaction is initiated by request for a given transaction is initiated by the publisher or central server” the publisher or central server” Wikipedia (today)Wikipedia (today)

•Introduced when PointCast Inc. transformed Introduced when PointCast Inc. transformed a PC's screen saver into a news feed.a PC's screen saver into a news feed.

•Email, RSS? web applications for market data Email, RSS? web applications for market data distribution, chat/messaging systems, distribution, chat/messaging systems, auctions, gambling, gaming…auctions, gambling, gaming…

10. Agents10. Agents

•Autonomous, intelligent, collaborative, Autonomous, intelligent, collaborative, adaptive computational entity.adaptive computational entity.

•Their, intelligence is the ability to infer and Their, intelligence is the ability to infer and execute needed actions, and seek and execute needed actions, and seek and incorporate relevant information; adapting incorporate relevant information; adapting over time to their human users' information over time to their human users' information needs, given certain goals.needs, given certain goals.

Airlines w/hotel/taxi supportAirlines w/hotel/taxi support

11. Help-desk applications11. Help-desk applications

•Allow to manage client support, database for Allow to manage client support, database for helpdesk issues, notifying support HR and helpdesk issues, notifying support HR and tracking problem resolution.tracking problem resolution. •Use: call tracking, problem resolution, Use: call tracking, problem resolution, knowledge base, action log, progress notes, knowledge base, action log, progress notes, email support & auto-notification…email support & auto-notification…

12. Customer relationship management12. Customer relationship management

•Strategy for delivering customer service to Strategy for delivering customer service to acquire, develop, and retain a company's acquire, develop, and retain a company's customers. customers.

•Demands understanding of important things Demands understanding of important things for customers and developing programs to for customers and developing programs to consistently satisfy those needs.consistently satisfy those needs.

13. Data warehousing13. Data warehousing

•Central repository of information drawn from Central repository of information drawn from different sources of an enterprise, as well as different sources of an enterprise, as well as external data.external data. •Managers and specialists use it as a data Managers and specialists use it as a data source for decision support applications.source for decision support applications.

•Requires greater attention to high-level Requires greater attention to high-level business requirements/goals and metadata.business requirements/goals and metadata.

14. Data mining (again)14. Data mining (again)

•Process of selecting, exploring, and Process of selecting, exploring, and modeling large amounts of data to uncover modeling large amounts of data to uncover previously unknown patterns. previously unknown patterns.

•companies can exploit data about customers' companies can exploit data about customers' buying patterns/behavior for a greater buying patterns/behavior for a greater understanding of their motivations to understanding of their motivations to anticipate demand or increase acquisition. anticipate demand or increase acquisition.

15. Business process re-engineering15. Business process re-engineering

•””analysis and design of workflows and analysis and design of workflows and process within and between organizations” process within and between organizations” Davenport and Short (1990)Davenport and Short (1990). .

•““radical redesign of existing business radical redesign of existing business processes to achieve breakthrough processes to achieve breakthrough improvements in performance measures.” improvements in performance measures.” Teng, Grover, Jeong, and Kettinger (1995)Teng, Grover, Jeong, and Kettinger (1995)

16. Knowledge creation applications16. Knowledge creation applications

Include: brainstorming applications, concepts Include: brainstorming applications, concepts mapping, mind mapping, decision support mapping, mind mapping, decision support applications. From the earlier list KM applications. From the earlier list KM framework...framework...

Glorified content management systems?Glorified content management systems?

Too many or too few features?Too many or too few features?

Difficult to adopt, utility vs. effortDifficult to adopt, utility vs. effort

Major re-engineering/organization born that Major re-engineering/organization born that wayway

Best open source KMS? MediaWiki? Best open source KMS? MediaWiki?

Success in creation, distribution and sharing Success in creation, distribution and sharing of informationof information

Purpose/content is platform orientedPurpose/content is platform oriented

Some lessons to learn:Some lessons to learn:

•Distribution of control, Distribution of control,

•Wikis have a good chance to succeed Wikis have a good chance to succeed

•Blogs: the organization finds an expert, with Blogs: the organization finds an expert, with prestige among others, willing to write, prestige among others, willing to write, having what to write and knowing how.having what to write and knowing how.

•Social computing evolves from technology, Social computing evolves from technology, people people and environment. and environment. (Levy, 2009, p. 13) (Levy, 2009, p. 13)

Google doesn’t have answers > sites like Google doesn’t have answers > sites like forums or Q&A sitesforums or Q&A sites

Web 2.0 > user generated content > experts Web 2.0 > user generated content > experts anyone?anyone?

Wisdom of the crowdWisdom of the crowd

Using social networking tools in combination, Using social networking tools in combination, you can create a platform for the distribution you can create a platform for the distribution and sharing of knowledge. and sharing of knowledge.

Starting a wiki can serve for the Starting a wiki can serve for the establishment of an online community of establishment of an online community of practice. practice.

Corporate and web 2.0 are different Corporate and web 2.0 are different environments, operate under different rules. environments, operate under different rules.

What is acceptable in social or leisure time is What is acceptable in social or leisure time is not necessarily acceptable professional time.not necessarily acceptable professional time.

Why has the corporate world been so slow to Why has the corporate world been so slow to adopt these technologies? adopt these technologies?

Necessary paradigm shift related to how we Necessary paradigm shift related to how we process information, from hierarchical order process information, from hierarchical order and paper to higher levels of comfort with and paper to higher levels of comfort with user contribution, less order, and a "please, user contribution, less order, and a "please, no paper" attitude. no paper" attitude. (White, P., 2009, para. 5-6) (White, P., 2009, para. 5-6)

Meaningfulness…Meaningfulness…

Folksonomy can succeed in a world where so Folksonomy can succeed in a world where so many people tag, that there will be enough many people tag, that there will be enough similar tagging to what is wanted by each similar tagging to what is wanted by each person, no matter how he or she thinks. person, no matter how he or she thinks.

Organizational world is much smaller and Organizational world is much smaller and therefore the rules are different. It has therefore the rules are different. It has already experienced this difference, while already experienced this difference, while trying to copy internet forums to trying to copy internet forums to organizational internal discussion groups, organizational internal discussion groups, which yielded much smaller success. which yielded much smaller success.

(Levy, 2009, pp. 13-14)(Levy, 2009, pp. 13-14)

In the Internet, it is enough that a minority In the Internet, it is enough that a minority share and we will feel like the whole world is share and we will feel like the whole world is sharing. sharing. (Levy, 2009, pp. 13-14)(Levy, 2009, pp. 13-14)

Success will not be triggered by adopting Success will not be triggered by adopting tools. tools.

IKM world might not be mature enough to IKM world might not be mature enough to loose control and move to altruism without loose control and move to altruism without any organizational central guidance. any organizational central guidance.

It is too soon to let free, and enable people to It is too soon to let free, and enable people to share where and only when they wish.share where and only when they wish.

Organizations do not have the mass of people Organizations do not have the mass of people of the WEB, a critical factor of its success. of the WEB, a critical factor of its success.

The issue of the value of the intangibleThe issue of the value of the intangible

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