Chapter 7 Developing a Core Knowledge Framework

1. Chapter 7Developing a Core Knowledge Framework

2. Introduction (1/2) • Most organizations face a knowledge glut • Many apply a ‘kitchen sink’ approach to providing access to knowledge • This can prevent useful application of knowledge • The goal of knowledge management is to facilitate ready access to critical knowledge when people need it

3. Introduction (2/2) Content management • Vital to effective knowledge management • Identifies and categorizes valued knowledge • Manages and maintains the currency and accessibility of that knowledge

4. Core Knowledge • Strategic or operational knowledge which contributes to essential organizational processes or outcomes • Long-term value to the organization • Enables high performance on core activities • Justifies the cost of knowledge capture and management • Minimizes duplication, misinformation and redundant effort

5. The Three Phases of Managing Core Knowledge • Knowledge management relies on an effective content management system (CMS) • The CMS is developed progressively: • Phase 1: clarify the core knowledge scope • Phase 2: define core knowledge parameters • Phase 3: develop the core knowledge structure

6. Phase 1: Clarify the Core Knowledge Scope(1/4) • Explores the types of core knowledge found in the organization and the ways in which that knowledge is used • Clarifies the nature of the organization’s core business • Determines the knowledge domain to be supported and encouraged • Ensures staff have the capabilities to use that knowledge

7. Phase 1: Clarify the Core Knowledge Scope (2/4) Identifying the core business and its knowledge requirements • What are the major organizational activities? • Where is the firm going? • Is there specialized or unique knowledge? • Which knowledge needs to be shared? • Can the costs of sharing be recouped through the use of that knowledge? • What are the benefits of enabling the use of the knowledge by others?

8. Phase 1: Clarify the Core Knowledge Scope (3/4) Define the knowledge domain • Areas of knowledge that support the core business strategy of the organization • Each organization develops a different knowledge domain • Knowledge which members need to share and use as common resources • Knowledge which is strategic and needs to be developed and cultivated over time

9. Phase 1: Clarify the Core Knowledge Scope (4/4) Review knowledge capabilities • Identification of desired capabilities, valuable sources of knowledge, demonstrable capabilities and knowledge practices • What do our employees really know? • What should they know? • How can they gain this knowledge?

10. Phase 2: Define Core Knowledge Parameters(1/6) • Defines and builds policies relating to the core knowledge domain identified in phase 1 • Provides boundaries for the core knowledge to be supported in the KMS • Ensures relevant contributions to the system, and appropriate use of the system • Still accommodates evolving requirements

11. Phase 2: Define Core Knowledge Parameters(2/6) Defining core knowledge • Clear definition of what is important • Directs employee attention and knowledge management resources to that knowledge • Should reflect the capacity to manage and contribute to the resultant domain • May commence with a very tight focus and then expand as time progresses

12. Phase 2: Define Core Knowledge Parameters (3/6) • Categories of core knowledge: • Basic core knowledge: essential knowledge generated, shared and accessed by all staff • Strategic core knowledge: limited access, progressive development, needs updating • Developmental core knowledge: potentially beneficial, but still under development

13. Phase 2: Define Core Knowledge Parameters (4/6) • Defining the core — practical considerations: • Absorptive capacity of the individuals • Will there be sufficient return on the investment costs of capturing, recording and maintaining knowledge? • Does the increased management add value? • Can the system be maintained? • Will the KMS make the knowledge more accessible?

14. Phase 2: Define Core Knowledge Parameters (5/6) Develop the core knowledge policy • Describes the nature of core knowledge • Clarifies importance and value of knowledge • Outlines the roles of various stakeholders • Provides guidance on the overall principles to be applied • Policies do not normally include procedures and practice — these are contained in guidelines which can change as required

15. Phase 2: Define Core Knowledge Parameters (6/6) • Some policy considerations • What, how and when will employees share their core knowledge? • Policy implementation • Relationship with other organizational processes and systems? • Confidential, competitive knowledge • Transient strategic knowledge management

16. Phase 3: Developing the Core Knowledge Structure(1/7) • Systems and processes which assist with mapping and organizing the organization’s core knowledge • Encompasses mapping, categorizing, indexing and otherwise labelling core knowledge to facilitate its management • Enables the ready retrieval of core knowledge through effective search processes

17. Phase 3: Developing the Core Knowledge Structure(2/7) User-driven core knowledge versus Systematic core knowledge definition

18. Phase 3: Developing the Core Knowledge Structure(3/7) Mapping core knowledge • Knowledge maps describe the core knowledge categories and focal areas • Define the structural breakdown of the different core knowledge areas • Two types of maps can be developed: relational knowledge maps or operational knowledge maps

19. Relational knowledge map

20. Operational knowledge map

21. Phase 3: Developing the Core Knowledge Structure (4/7) Establishing and promoting the knowledge repository • Repositories link the different sources by integrating them into a single united system which can be searched in many different ways • Structured or unstructured repository management strategies?

22. Phase 3: Developing the Core Knowledge Structure (5/7) • Structured repository management • Integrate the use of common structures, formally constituted headings and content descriptors to describe the content • Keyword headings facilitate subsequent retrieval by providing predictable and reliable terms which are used by both contributors and knowledge seekers • Descriptors guide the user as to the defined content to be found under a keyword

23. Phase 3: Developing the Core Knowledge Structure (6/7) • Unstructured knowledge repositories • Knowledge is not structured in terms of content, but is found using free-text searching • Usage is flexible, and sources can be accessed in many creative ways • Successful identification of sources relies on the use of common language and ideas

24. Phase 3: Developing the Core Knowledge Structure (7/7) • Repository design principles • Ensure only core knowledge is included • Clarify the level of control over content • Browser design should match the user needs and capabilities • There should be easy access to the system and user guidance • Search agents may assist the user

25. Content Authorship • Knowledge in repositories will be reused, adapted and generally changed over time • Should people be recognized for their contributions? • The source documentation can recognize each individual’s contribution and the date of the contribution • Recognition and reward systems may also integrate this information

26. Concluding Points • Content management is a critical factor in building an effective KMS • Core knowledge should be clearly defined and agreed before the KMS is implemented • Structured and well controlled systems provide better overall support to the user • Knowledge repositories rely on effective knowledge maps to guide their structure and management

27. Today’s focus questions: • What is core knowledge? • Why is it important to clarify the scope and nature of core knowledge? • What are some of the likely issues which may arise when building a content management system? • Lecture reference: Debowski, Chapter 7