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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 Consider. What is KM? What Does KM Provide? Best Approaches for KM? KM as a Process? Who Does KM?

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Knowledge Management Systems

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  1. Knowledge Management Systems • Week 2 Schedule • Syllabus Updates • Web Site • Blogs Analysis • Groupware Analysis • Topic Review & Selection • Readings Discussion

  2. Questions 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?

  3. Working 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

  4. 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

  5. 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?

  6. 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?

  7. Path 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)

  8. Types of Knowledge • Experience • Individuals • Groups • Cultures • Ground Truth • Situational • Active • Complexity • Plastic • Sensemaking - Interpretation

  9. Types of Knowledge 2 • Rules of Thumb and Intuition • Heuristics • Procedures • “Scripts” • Values and Beliefs • Culture (again) • Perspectives • “Beliefs and Commitment” – Nonaka & Takeuchi

  10. Seeking 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

  11. Knowledge 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

  12. Knowledge Markets • Economists moving into KM? • Markets Mean Measurement • KM Mutual Fund? • Best employees • Best ideas • KM Index Fund?

  13. KM 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

  14. Knowledge Economy • Pricing • Current Value • Future Value • Current Investment • Future Investment • Reciprocity • Repute • Altruism • Trust • Signals

  15. Knowledge 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)

  16. Knowledge Market Pathologies • Monopolies • Technological • Organizational • (Artificial) Scarcity • Recency • Frequency • Trade Barriers • IT • Personnel • Culture • Building Marketplaces • Shopping Time • Cultural Shift • Technological Shift

  17. Information 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?

  18. Knowledge Generation • Acquisition • Rental • Processes • R & D • Fusion • Adaptation • Innovation • Resource Allocation

  19. Knowledge 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

  20. Types of Knowledge • Tacit Knowledge • Internalized • “Not Known” • Serendipitous • Difficult to Capture • Explicit Knowledge • Externalized • Easily Found • Permanent • Difficult to Process for Utility

  21. Capturing Knowledge • Maps • Narratives • Surveys • Measurement as Capture • Anthropology • Technology

  22. New 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

  23. Studying & Building New Markets • Communities (of Practice) • Networks • Knowledge Marketplace Evaluation • IT R&D • Knowledge Packet Tracing

  24. Codifying Knowledge • Know the Goal • Know it when you see it • Evaluate its purpose • Delivery platform • Anthropology? • Information Architecture? • Classification?

  25. Mapping 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?

  26. Capturing Knowledge • Narrative subtlety • Email • Blogs • Comments & Annotations • Data Mining • Data Analysis • Cultural Context • Business Context • Too much organization • Update • Use

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