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?
• Assuming we understand all that – what is a
KMS?
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 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?
• 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?
•
•
•
•
•
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 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 Knowledge
• Experience
- Individuals
- Groups
- Cultures
• Ground Truth
- Situational
- Active
• Complexity
- Plastic
- Sensemaking - Interpretation
Types of Knowledge 2
• Rules of Thumb and Intuition
- Heuristics
- Procedures
- “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.)
• How can a KMS help with seeking?
- Help sharing knowledge
- Help sharing the burden of seeking
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
Knowledge Markets
• Economists moving into KM?
• Markets Mean Measurement
- KM Mutual Fund?
• Best employees
• Best ideas
- KM Index Fund?
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
Knowledge Economy
• Pricing
-
•
•
•
•
•
Current Value
Future Value
Current Investment
Future Investment
Reciprocity
Repute
Altruism
Trust
Signals
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)
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: 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 Generation
• Acquisition
• Rental
• Processes
-
R&D
Fusion
Adaptation
Innovation
• Resource Allocation
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
Types of Knowledge
• Tacit Knowledge
-
Internalized
“Not Known”
Serendipitous
Difficult to Capture
• Explicit Knowledge
-
Externalized
Easily Found
Permanent
Difficult to Process for Utility
Capturing Knowledge
•
•
•
•
•
•
Maps
Narratives
Surveys
Measurement as Capture
Anthropology
Technology
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
Studying & Building New Markets
•
•
•
•
•
Communities (of Practice)
Networks
Knowledge Marketplace Evaluation
IT R&D
Knowledge Packet Tracing
Codifying Knowledge
•
•
•
•
Know the Goal
Know it when you see it
Evaluate its purpose
Delivery platform
• Anthropology?
• Information Architecture?
• Classification?
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?
Capturing Knowledge
• Narrative subtlety
- Email
- Blogs
- Comments & Annotations
• Data Mining
• Data Analysis
- Cultural Context
- Business Context
• Too much organization
- Update
- Use