Knowledge Management Systems
• Week 2 Schedule
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Syllabus Updates
Web Site
Blogs Analysis
Groupware Analysis
Topic Review & Selection
Readings Discussion
Questions to Consider
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What is KM?
What Does KM Provide?
Best Approaches for KM?
KM as a Process?
Who Does KM?
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
Talking about Knowledge?
• Information Technology has enabled a
promise that knowledge can be managed,
captured, measured and transferred.
- Speed of Transfer
• SIGs and User Groups
• Too Fast?
- Measurement of Knowledge?
• Quantitative and Qualitative
• Decision Making
- Economics of Knowledge
• Nobel Prize(s)
• Business Process Modeling
Knowledge Boom?
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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 as a workplace paradigm shifter?
Path to Knowledge
• Data
• Information – Added Value
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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 Knowledge
• Experience
- Individuals
- Groups
- Cultures
• Ground Truth
- Situational
- Active
• Complexity
- Plastic
- Sensemaking - Interpretation
Types of Knowledge 2
• Rules of Thumb and Intuition
- Heuristics
- Proceedures
- “Scripts”
• Values and Beliefs
- Culture (again)
- Perspectives
- “Beliefs and Commitment” – Nonaka & Takeuchi
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.)
Information Seeking in Context
Modes of Scanning
Scanning
Modes
Undirected
Viewing
Conditioned
Viewing
Information Need
Information Use
General areas of
interest;
specific need to be
revealed
Serendipitous
discovery
Able to recognize
topics of interest
Increase
understanding
Amount of
Targeted
Effort
Number
of
Sources
Minimal
Many
“Sensing”
Tactics
• Scan broadly a diversity of
sources, taking advantage
of what’s easily accessible
• “Touring”
Low
Few
“Sensemaking”
• Browse in pre-selected
sources on pre-specified
topics of interest
• “Tracking”
Informal
Search
Able to formulate
queries
Increase
knowledge within
narrow limits
Medium
Few
“Learning”
• Search is focused on an
issue or event, but a goodenough search is
satisfactory
• “Satisficing”
Formal
Search
Able to specify
targets
Formal use of
information for
planning, acting
“Deciding”
High
Many
• Systematic gathering of
information on a target,
following some method or
procedure
• “Retrieving”
Modes of Scanning for Information
Scanning
Modes
Information
Need
Information
Seeking
Information
Use
Undirected
Viewing
General areas of
interest
“Sweeping”
“Browsing”
Conditioned
Viewing
Able to recognize
topics of interest
“Discriminating” “Learning”
Informal
Search
Able to formulate
simple queries
“Satisficing”
“Selecting”
Formal
Search
Able to specify
targets in detail
“Optimizing”
“Retrieving”
Information Seeking Behaviors &
Web Moves
Integrated Modes & Moves Model
Undirected
Viewing
Conditioned
Viewing
Informal
Search
Formal
Search
Starting
Chaining
Identifying
selecting
starting
pages, sites
Following
links on
initial
pages
Browsing
Browsing
entry
pages,
headings,
site maps
Differentiating
Monitoring
Extracting
Bookmarking, Revisiting
printing,
‘favorite’ or
copying
bookmarked
sites for new
Going directly information
to known site
Bookmarking, Revisiting
printing,
‘favorite’ or
copying
bookmarked
sites for new
Going directly information
to known site
Using
(local)
search
engines to
extract
information
Revisiting
‘favorite’ or
bookmarked
sites for new
info
Using
search
engines to
extract
information
Corporate Web Information Seeking
• The Web was the 3rd most frequently used source
• Participants spent about 20% of their work hours
using the Web
• Majority looked for technical information on the Web
• Quality of Web information was perceived to be “very
high” (reliable)
• Web was perceived as accessible as other “internal”
sources however less accessible than mass media
sources
• Few participants deliberately set out to search for
new sites
Corp. Web Info Seek Attitudes
• Most useful work-related sites:
1. Resource sites by associations & user groups
2. News sites
3. Company sites
4. Search engines
• Most people do not avidly search for new Web sites
• Criteria to bookmark a site is largely based on a site’s
ability to provide relevant & up-to-date information
• Methods for identifying new Web sites:
1. Search engines
2. Magazines & newsletters
3. Other people/colleagues
Knowledge Interpreted
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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
advantage.
- Technologies eventually evens out
- The changes to culture and individuals don’t.
• Information Technology can enable changes that last
beyond their influence.
- Networked Knowledge
- Networked Organization
Knowledge Markets
• Economists moving into KM?
• Markets Mean Measurement
- KM Mutual Fund?
- KM Index Fund?
• Political Economy of Knowledge Markets
- Organizations
- Individual Roles
• Buyers
• Sellers
• Brokers (Gatekeepers)
Knowledge Economy
• Pricing
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Current Value
Future Value
Current Investment
Future Investment
Reciprocity
Repute
Altruism
Trust
Signals
Knowledge Economy 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 Pathologies
• Monopolies
- Technological
- Organizational
• (Artificial) Scarcity
- Recency
- Frequency
• Trade Barriers
- IT
- Personnel
- Culture
• Building Marketplaces
- Shopping Time
- Cultural Shift
- Technological Shift
Information as Product
• “The Age of Also”
- Options are Golden Handcuffs
- 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 Literacy
• The Internet Changes Everything?
- Empowerment? (Value)
- Speed?
Knowledge Generation
• Acquisition
• Rental
• Processes
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R&D
Fusion
Adaptation
Innovation
• Resource Allocation
Knowledge Codification
• Goals for Codified Knowledge
• Identify Knowledge in Various Forms to
Reach Goals
• Evaluate Knowledge for Utility and
Codification
• Resolve Medium for Codification and
Access
Types of Knowledge
• Tacit Knowledge
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Internalized
“Not Known”
Serendipitous
Difficult to Capture
• Explicit Knowledge
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Externalized
Easily Found
Permanent
Difficult to Process for Utility
Capturing Knowledge
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Maps
Narratives
Surveys
Measurement as Capture
Anthropology
Technology
Coordinating Knowledge
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Communities (of Practice)
Networks
Knowledge Marketplace Evaluation
IT R&D
Knowledge Packet Tracing