Knowledge Management Systems Knowledge Management Systems

• Week 2 Schedule- Syllabus Updates- Web Site- Blogs Analysis- Groupware Analysis- Topic Review & Selection- Readings Discussion

Questions to ConsiderQuestions to Consider

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

Working KnowledgeWorking 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?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?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 as a workplace paradigm shifter?

Path to KnowledgePath 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 KnowledgeTypes of Knowledge

• Experience- Individuals- Groups- Cultures

• Ground Truth- Situational- Active

• Complexity- Plastic- Sensemaking - Interpretation

Types of Knowledge 2Types of Knowledge 2

• Rules of Thumb and Intuition- Heuristics- Proceedures- “Scripts”

• Values and Beliefs- Culture (again)- Perspectives- “Beliefs and Commitment” – Nonaka & Takeuchi

Seeking KnowledgeSeeking 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 ContextInformation Seeking in Context

Modes of ScanningModes of ScanningScanning

ModesInformation Need Information Use Amount of

TargetedEffort

Numberof

Sources

Tactics

UndirectedViewing

General areas ofinterest;specific need to berevealed

Serendipitousdiscovery

“Sensing”

Minimal Many • Scan broadly a diversity ofsources, taking advantageof what’s easily accessible

• “Touring”

ConditionedViewing

Able to recognizetopics of interest

Increaseunderstanding

“Sensemaking”

Low Few • Browse in pre-selectedsources on pre-specifiedtopics of interest

• “Tracking”

InformalSearch

Able to formulatequeries

Increaseknowledge withinnarrow limits

“Learning”

Medium Few • Search is focused on anissue or event, but a good-enough search issatisfactory

• “Satisficing”

FormalSearch

Able to specifytargets

Formal use ofinformation forplanning, acting

“Deciding”

High Many • Systematic gathering ofinformation on a target,following some method orprocedure

• “Retrieving”

Modes of Scanning for InformationModes of Scanning for InformationScanning Modes

InformationNeed

InformationSeeking

InformationUse

UndirectedViewing

General areas ofinterest

“Sweeping” “Browsing”

ConditionedViewing

Able to recognizetopics of interest

“Discriminating” “Learning”

InformalSearch

Able to formulatesimple queries

“Satisficing” “Selecting”

FormalSearch

Able to specifytargets in detail

“Optimizing” “Retrieving”

Information Seeking Behaviors & Information Seeking Behaviors & Web MovesWeb Moves

Integrated Modes & Moves ModelIntegrated Modes & Moves Model Starting Chaining Browsing Differentiating Monitoring Extracting

UndirectedViewing

Identifyingselectingstartingpages, sites

Followinglinks oninitialpages

ConditionedViewing

Browsingentrypages,headings,site maps

Bookmarking,printing,copying

Going directlyto known site

Revisiting‘favorite’ orbookmarkedsites for newinformation

InformalSearch

Bookmarking,printing,copying

Going directlyto known site

Revisiting‘favorite’ orbookmarkedsites for newinformation

Using(local)searchengines toextractinformation

FormalSearch

Revisiting‘favorite’ orbookmarkedsites for newinfo

Usingsearchengines toextractinformation

Corporate Web Information SeekingCorporate 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 AttitudesCorp. Web Info Seek Attitudes• Most useful work-related sites:

1. Resource sites by associations & user groups2. News sites 3. Company sites4. 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 engines2. Magazines & newsletters3. Other people/colleagues

Knowledge InterpretedKnowledge 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

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 MarketsKnowledge 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 EconomyKnowledge Economy

• Pricing - Current Value- Future Value- Current Investment- Future Investment

• Reciprocity• Repute• Altruism• Trust• Signals

Knowledge Economy EfficienciesKnowledge 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 PathologiesKnowledge Market Pathologies• Monopolies

- Technological- Organizational

• (Artificial) Scarcity- Recency- Frequency

• Trade Barriers- IT- Personnel- Culture

• Building Marketplaces- Shopping Time- Cultural Shift- Technological Shift

Information as ProductInformation 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 GenerationKnowledge Generation

• Acquisition• Rental• Processes

- R & D- Fusion- Adaptation- Innovation

• Resource Allocation

Knowledge CodificationKnowledge 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 KnowledgeTypes of Knowledge• Tacit Knowledge

- Internalized- “Not Known”- Serendipitous- Difficult to Capture

• Explicit Knowledge- Externalized- Easily Found- Permanent- Difficult to Process for Utility

Capturing KnowledgeCapturing Knowledge• Maps• Narratives• Surveys• Measurement as Capture• Anthropology• Technology

Coordinating KnowledgeCoordinating Knowledge• Communities (of Practice)• Networks• Knowledge Marketplace Evaluation• IT R&D• Knowledge Packet Tracing