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CSCW – Module 10 – Page 1 P. Dillenbourg & N. Nova
Module 10 :
Knowledge Managment
CSCW – Module 10 – Page 2 P. Dillenbourg & N. Nova
Cab
ral d
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Jér
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Dyk
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rego
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Pra
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San
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Ray
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don
Gui
llaum
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Zbi
nden
Pat
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Agh
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Sus
anne
Cha
ssot
Mar
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Aub
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Bar
uh E
nis
Caz
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Val
entin
Dio
li Is
abel
la
Gur
el H
akan
Ngu
yen
Min
h-T
hanh
Ras
togi
Sw
ati
Saï
dji F
arou
k
Mei
chtr
y C
édric
Français
Anglais
Allemand
Italien
Neerlandais
Espagnol
Hindi
Turc
Arabe
…
…
Knowledge Matrix
X X X X X X X X X X X X X X X X X X
X X X X X X X X X X X X X X X X X X
X
CSCW – Module 10 – Page 3 P. Dillenbourg & N. Nova
Cab
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Caz
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Val
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Min
h-T
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Ras
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Sw
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Saï
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Mei
chtr
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JAVA
C++
XML
CSHARP
JAVA.ME
PERL
PHP
JAVASCRIPT
LISP
…
…
Knowledge Matrix
CSCW – Module 10 – Page 4 P. Dillenbourg & N. Nova
Cab
ral d
e M
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Pau
lo
Caf
faro
Jér
ôme
Dyk
e G
rego
ry
Kre
bs M
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as
Pra
long
San
dra
Ray
mon
don
Gui
llaum
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Zbi
nden
Pat
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Agh
assi
Sus
anne
Cha
ssot
Mar
c
Aub
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urèl
e
Bar
uh E
nis
Caz
acu
Val
entin
Dio
li Is
abel
la
Gur
el H
akan
Ngu
yen
Min
h-T
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Ras
togi
Sw
ati
Saï
dji F
arou
k
Mei
chtr
y C
édric
New Public Managment
Human Ressources
Project Planning
Risk management
Logistics
Intellectual property
Public markets
European policy
…
…
Knowledge Matrix
CSCW – Module 10 – Page 5 P. Dillenbourg & N. Nova
Cab
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Pau
lo
Caf
faro
Jér
ôme
Dyk
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rego
ry
Kre
bs M
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as
Pra
long
San
dra
Ray
mon
don
Gui
llaum
e
Zbi
nden
Pat
rick
Agh
assi
Sus
anne
Cha
ssot
Mar
c
Aub
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e
Bar
uh E
nis
Caz
acu
Val
entin
Dio
li Is
abel
la
Gur
el H
akan
Ngu
yen
Min
h-T
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Ras
togi
Sw
ati
Saï
dji F
arou
k
Mei
chtr
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édric
Hardware
Design
Manufacturing
Management
Sales
…
…
Knowledge Matrix
“InTTables.sarl”
CSCW – Module 10 – Page 6 P. Dillenbourg & N. Nova
Cabral
Caffaro Dyke
Krebs
Pralong
Raymondon
Zbinden
Aghassi
Chassot
Meichtry
Saïdji
Rastogi
Nguyen
Dioli
Gurel Cazacu
Aubert
Baruh
Manager Developper
Knowledge Map
“InTTables.sarl”
CSCW – Module 10 – Page 7 P. Dillenbourg & N. Nova
Cabral
Caffaro Dyke
Krebs
Pralong
Raymondon
Zbinden
Aghassi
Chassot
Meichtry
Saïdji
RastogiNguyen
Dioli
Gurel Cazacu
Aubert
Baruh
Manager Developper
Knowledge Map
“InTTables.sarl”
????
CSCW – Module 10 – Page 8 P. Dillenbourg & N. Nova
Knowledge Map
“InTTables.sarl”
CSCW – Module 10 – Page 9 P. Dillenbourg & N. Nova
Organisation
“InTTables.sarl”
CSCW – Module 10 – Page 10 P. Dillenbourg & N. Nova
Organisation
“InTTables.sarl”
CSCW – Module 10 – Page 11 P. Dillenbourg & N. Nova
Organisation
“InTTables.sarl”
CSCW – Module 10 – Page 12 P. Dillenbourg & N. Nova
Organisation
“InTTables.sarl”
From Probst, Raub & Romhardt (2000). Managing knowledge, John Wiley & Sons, Chichester.
Knowledge Islands
CSCW – Module 10 – Page 13 P. Dillenbourg & N. Nova
GROUP
ORGANISATION
COMMUNITY
Social S
cale
PSYCHOLOGY
SOCIOLOGY
Micro
Meso
Macro
Knowledge Managment
CSCW – Module 10 – Page 14 P. Dillenbourg & N. Nova
Knowledge Management
Explicit effort for capitalizing knowledge in an organization and turning into productivity by:
• Developing knowledge in the organization• Identifying knowledge sources in the organization• Capturing existing knowledge in the organization• Sharing knowledge within the organization• Providing a more direct access to knowledge when
necessary
CSCW – Module 10 – Page 15 P. Dillenbourg & N. Nova
Knowledge Management
Why? The exponential growth of knowledge raises problems:
• Productivity Difficulty to find who knows what in the organization (example: multicultural sensitivity)
• Turn Over– Losses of knowledge
• Departures, firing, retirement: most of employee’s knowledge at the end of his career come from his experience in the company (example: Andy Miller)
• Downsizing (example: IBM)
– Integrating new employees (hiring, merge,…)
CSCW – Module 10 – Page 16 P. Dillenbourg & N. Nova
• The “knowledge society”• The “knowledge economy”• The “knowledge company”• The “knowledge worker”• The “education country” (Aebisher)• The “intellectual capital” (SKANDIA)
It’s not because it’s trendy that it is untrue
“Knowledge is our Asset”Pictet &
Cie
CSCW – Module 10 – Page 17 P. Dillenbourg & N. Nova
Example of KM: Help Desks
call
1er front : Time Scale: 0-5 min
(network, login, bureautique,….)
2nd front : Time scale: 1 hours
(specific soft, mobile assistance)
3rd front (developpers)
Time scale: days.
Ticket 8746874
John Smith, SalesDept., 23453
Problem type: Connect/WiFI
Problem description: He cannot connect anymore since he installed a firwell on his laptop
--- Tracking ---
Call 10:06 to Dupont
Ticket fowarded to Dupneu 10:08
Call back at 10:15
Tried to Reinstall firewall
Call back at 10:30
Closed on 10:40
----------
Solution
The firewall KRT seems not compatible with the card Symantec on Dell 533
Ticket 8746874
John Smith, SalesDept., 23453
Problem type: Connect/WiFI
Problem description: He cannot connect anymore since he installed a firwell on his laptop
--- Tracking ---
Call 10:06 to Dupont
Ticket fowarded to Dupneu 10:08
Call back at 10:15
Tried to Reinstall firewall
Call back at 10:30
Closed on 10:40
----------
Solution
The firewall KRT seems not compatible with the card Symantec on Dell 533
Very High Turn Over
(10 months)
CSCW – Module 10 – Page 18 P. Dillenbourg & N. Nova
Example of KM: Help Desks
User A
Knowledge Base
(e.g. Lotus Notes
User B
User Aforget
left
Knowledge Elicitation Knowledge
Acquisition
The Store&Retrieve ModelThe Store&Retrieve Model
CSCW – Module 10 – Page 19 P. Dillenbourg & N. Nova
User A
Knowledge Base
User Bleft
The Store&Retrieve ModelThe Store&Retrieve Model
Organisational Learning
“Just in Time” training
CSCW – Module 10 – Page 20 P. Dillenbourg & N. Nova
Limits of the Store&Retrieve ModelLimits of the Store&Retrieve ModelThis model applies to Help Desks, Technical Assistance, Customer-relationship Management, Jurisprudence, … LOTUS NOTES is the most used KM application
• Difficulty of knowledge elicitation:
• Too time consuming
• Which situational/contextual features must be elicited in order to assess the relevance of the information?
• The limits of automatic knowledge acquisition
• Knowledge is personal: privacy, confidentiality, spies, data protection laws,…
• Transparency is not always compatible with management; some things must remain tacit & implicit
• Knowledge is power: if I shared it, I loose my power
• If my knowledge is incorrect, everybody can see it.
• Informal knowledge is often lost
• Difficulty of knowledge storage
• How to index properly knowledge is a fast evolving organization ?
• How to detect obsolete information?
• Can text capture knowledge? Domain-specific ontologies, knowledge representation schemes from AI such as production rules or semantic nets, technologies for the semantic web, …
• Difficulty of knowledge retrieval
• How to be aware that the information is need is available?
• How to search / find relevant information?
• Difficulty of knowledge reuse
• There is no knowledge in a web site, neither in a book, but information
CSCW – Module 10 – Page 21 P. Dillenbourg & N. Nova
User A
Knowledge Base
User Bleft
Knowledge Elicitation Knowledge
Acquisition
The Store&Retrieve ModelThe Store&Retrieve Model
Knowledge
Knowledge
Information
Information
Information
Information
CSCW – Module 10 – Page 22 P. Dillenbourg & N. Nova
Einstein
“Si la vitesse de la lumière est incompressible, alors le temps est élastic”
Dillenbourg
The Store&Retrieve ModelThe Store&Retrieve Model
Knowledge
Knowledge
Information
Information
??????
CSCW – Module 10 – Page 23 P. Dillenbourg & N. Nova
The Store&Retrieve ModelThe Store&Retrieve Model
Facts
Information
Knowledge
Values
Tangible
Intangible
The instrinsic limit of most knowledge management approaches
CSCW – Module 10 – Page 24 P. Dillenbourg & N. Nova
Knowledge Base
(Interactions History)
User A User B
The Interaction Model The Interaction Model or Community Modelor Community Model
CSCW – Module 10 – Page 25 P. Dillenbourg & N. Nova
The Interaction Model The Interaction Model or Community Modelor Community Model
Examples
• Virtual communities
•Virtual teams (e.g. CERN)
• Virtual expert communities (e.g. bird watchers)
• (Gstaad workshop)
Tools
• Forums, mail, chat, blogs (shared diaries with a structure) ….
• Community Portals:
• Communication tools as above, syncrho and asyncrho
• Awareness tools: who is there, who was here, who knows who,…
• Time management tools: agenda, events, …
• Knowledge syndication (“RSS Feed”)
• Social navigation
• Polling devices
• Autentication and rights management
• Reputation systems
CSCW – Module 10 – Page 26 P. Dillenbourg & N. Nova
CSCW – Module 10 – Page 27 P. Dillenbourg & N. Nova
CSCW – Module 10 – Page 28 P. Dillenbourg & N. Nova
CSCW – Module 10 – Page 29 P. Dillenbourg & N. Nova
CSCW – Module 10 – Page 30 P. Dillenbourg & N. Nova
Form
al
Group of friends
Community
Formal group
Group size, members, goals and responsibilities are established by an external authority (the boss, the teacher, …).
Communication is partially predefined
A nice relationship within the group is important but not a sinequanon condition
Group size, members, goals and responsibilities are established by an external authority (the boss, the teacher, …).
Communication is partially predefined
A nice relationship within the group is important but not a sinequanon condition
No explicit goal, no formal conditions to join.
Friendship is the key, high emotional involvment
No explicit goal, no formal conditions to join.
Friendship is the key, high emotional involvment
1. Engagement
2. Micro-culture
3. Social structure
4. Organic growth
5. Longetivity
6. Territories
1. Engagement
2. Micro-culture
3. Social structure
4. Organic growth
5. Longetivity
6. Territories
Info
rmal
CSCW – Module 10 – Page 31 P. Dillenbourg & N. Nova
(1) Engagement
• Shared interests or goals but that are continually renegotiated
• Spend time to help peers• Interdepency: Need each
other to reach their goals• Lower at the periphery
CSCW – Module 10 – Page 32 P. Dillenbourg & N. Nova
(2) Micro-culture
ValuesWays of doing things
Conventions Conversational rules
Behavioral rulesRituals
Narratives
Examples from TecfaMoo community
«krosoft »Don’t use the mail for this! AFK, BRB, ;-) , …« The second is flexibility (…) »Knock before entering a room.« Wizard » party…
Convey tacit, informal knowledge to newcomers
CSCW – Module 10 – Page 33 P. Dillenbourg & N. Nova
(3) Social Structure
• No pre-defined hierarchy
• Emergent structure• Materialized by
privileges, rituals, …
Maarten de Laat (CSCL 2002)
CSCW – Module 10 – Page 34 P. Dillenbourg & N. Nova
(4) Organic growth
• Defines itself • Participation creates
membership: Whoever participates, shares interests or goals
• Flexible boundaries
Kim A. J. (2000) Community building on the web. Peachpit Press, Berkeley.
Visitor (no stable identity)
Novice (learns how to integrate)
Regular (comfortably
participating in community life)
Leaders (keep the comunity running
Elders (long-time regulars and leaders
who share their knowldeg and pass along the culture)
CSCW – Module 10 – Page 35 P. Dillenbourg & N. Nova
(5) Life cycles & duration
• No institutional schedule
• May end when interests disappear or when goals are reached (but goals change over time)
• Variations of commitment
• Life cyclesPote
nti
al
Coale
scin
g
Act
ive
Dis
pers
ed
Mem
ora
ble
WengerWenger, E. (1998) Communities of Practice, Learning as a social System. In Systems Thinker, June 1998
Stages of Development (Wenger, 2000)
CSCW – Module 10 – Page 36 P. Dillenbourg & N. Nova
Limits of The Community ModelLimits of The Community Model• Several limits of the Store&Retrieve Model are also relevant here:
• Too time consuming
• Knowledge is personal: privacy, confidentiality, spies, data protection laws,…
• Transparency is not always compatible with management; some things must remain tacit & implicit
• Knowledge is power: if I shared it, I loose my power
• If my knowledge is incorrect, everybody can see it.
• How to be aware that the information is need is available?
• How to search / find relevant information?
• Commitment cannot be decided top-down, they emerge bottom-up One can hardly create a community
• Communities live and die
• Communities are not under control
CSCW – Module 10 – Page 37 P. Dillenbourg & N. Nova
GROUP
ORGANISATION
COMMUNITY
Social S
cale
PSYCHOLOGY
SOCIOLOGY
Micro
Meso
Macro
Knowledge Managment
Communities
CSCW – Module 10 – Page 38 P. Dillenbourg & N. Nova
Synthesis
• Knowledge is the asset; knowledge management is a main factor of effectiveness for large organizations.
• Groupware support knowledge management– There is no solution to knowledge management because we can
store information, but the receiver must still turn this information into knowledge.
– However, making explicit the ways of sharing information may already have a positive impact on the organization
• Groupware support community building– Communities spontaneously emerged using web portals, inside
organization or simply in the society.– But communities are complex organic entities that need
commitment before tools