Learning ObjectivesLearning Objectives• Explain organizational knowledge Explain organizational knowledge

managementmanagement

• Describe useful applications for Describe useful applications for distributing, creating, sharing distributing, creating, sharing knowledgeknowledge

• Evaluate role of artificial intelligence Evaluate role of artificial intelligence in knowledge managementin knowledge management

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Learning ObjectivesLearning Objectives• Explain organizational knowledge Explain organizational knowledge

managementmanagement

• Describe useful applications for Describe useful applications for distributing, creating, sharing distributing, creating, sharing knowledgeknowledge

• Evaluate role of artificial intelligence Evaluate role of artificial intelligence in knowledge managementin knowledge management

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Knowledge ManagementKnowledge Management

• Systematically & actively managing Systematically & actively managing and leveraging stores of knowledge and leveraging stores of knowledge in an organizationin an organization

• Repositories for retaining the Repositories for retaining the collective corporate learningcollective corporate learning

• Reduce the amount of “relearning” in Reduce the amount of “relearning” in an organizationan organization

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Knowledge ManagementKnowledge Management

• Office automation systems (OAS)Office automation systems (OAS)• Knowledge work systems (KWS)Knowledge work systems (KWS)• Group collaboration systems (GCS)Group collaboration systems (GCS)• Artificial intelligence applications (AI)Artificial intelligence applications (AI)

DataData informationinformation knowledgeknowledge wisdomwisdom

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Information and Knowledge Information and Knowledge Work SystemsWork Systems

• Data workers:Data workers: people who process & people who process & disseminate organization’s paperworkdisseminate organization’s paperwork

• Information work:Information work: work consists primarily work consists primarily of creating, processing informationof creating, processing information

• Knowledge workers:Knowledge workers: people who design people who design products or services or create new products or services or create new knowledge for organizationknowledge for organization

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Distribute KnowledgeDistribute Knowledge

• Office automation systemsOffice automation systems

• Office information systemsOffice information systems

Office Office AutomationAutomation Systems Systems

• Word processingWord processing

• Desktop publishingDesktop publishing

• Imaging & web publishingImaging & web publishing

• Electronic calendarsElectronic calendars

• Desktop databasesDesktop databases**

• Document imaging systems:Document imaging systems: systems systems convert documents, images into digital convert documents, images into digital form (e.g., optical character recognition; form (e.g., optical character recognition; Microfiche)Microfiche)

• Jukebox:Jukebox: storage & retrieving device for storage & retrieving device for CD-ROMs & other optical disksCD-ROMs & other optical disks

• Index server:Index server: imaging system to store / imaging system to store / retrieve documentretrieve document

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Office Office AutomationAutomation Systems Systems

Office Office InformationInformation Systems Systems

• Managing documentsManaging documents

• SchedulingScheduling

• Communicating: e-mail; Voice mail; Communicating: e-mail; Voice mail; Groupware; IntranetsGroupware; Intranets

• Managing data: desktop databases; Managing data: desktop databases; Spreadsheets; Mainframe databasesSpreadsheets; Mainframe databases

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Create KnowledgeCreate Knowledge

• Knowledge Work SystemsKnowledge Work Systems

• Knowledge WorkersKnowledge Workers

Beware of the hypesBeware of the hypes

Knowledge Work SystemsKnowledge Work Systems

Information systems that help Information systems that help knowledge workers create, knowledge workers create, integrate new knowledge in integrate new knowledge in organizationorganization

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Knowledge WorkersKnowledge Workers

• Keep organization up-to-date in Keep organization up-to-date in knowledgeknowledge: technology; Science; : technology; Science; Thought; The artsThought; The arts

• Internal consultantsInternal consultants in their areas in their areas

• ChangeChange agents agents: evaluating; Initiating; : evaluating; Initiating; Promoting change projectsPromoting change projects

**

• CAD:CAD: computer aided design automates computer aided design automates creation, revision of products, servicescreation, revision of products, services

• Virtual reality:Virtual reality: interactive software creates interactive software creates simulations of real world activities (virtual simulations of real world activities (virtual reality modeling language: VRML)reality modeling language: VRML)

• Investment work stations:Investment work stations: special work special work station to access, manipulate massive station to access, manipulate massive amounts of financial dataamounts of financial data

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Knowledge WorkersKnowledge Workers

Share KnowledgeShare Knowledge

Group collaboration systemsGroup collaboration systems• Groupware:Groupware: allows interactive allows interactive

collaboration, approval of documentscollaboration, approval of documents• Intranets:Intranets: good for relatively stable good for relatively stable

information in central repositoryinformation in central repository• Lotus notesLotus notes:: popular proprietary software; popular proprietary software;

Flexible changes, updates, editing; More Flexible changes, updates, editing; More secure than intranetssecure than intranets

**

Capture & Codify KnowledgeCapture & Codify KnowledgeArtificial Intelligence (AI) Systems:Artificial Intelligence (AI) Systems:

• Expert systemsExpert systems• Neural netsNeural nets• Fuzzy logicFuzzy logic• Genetic algorithmsGenetic algorithms• Intelligent agentsIntelligent agents

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AI FAMILYAI FAMILY

NATURALNATURALLANGUAGELANGUAGE

ROBOTICSROBOTICS PERCEPTIVEPERCEPTIVESYSTEMSSYSTEMS

EXPERTEXPERTSYSTEMSSYSTEMS

INTELLIGENTINTELLIGENTMACHINESMACHINES

ARTIFICIALARTIFICIALINTELLIGENCEINTELLIGENCE

Business Interests In AIBusiness Interests In AI

• Preserve expertisePreserve expertise

• Create knowledge baseCreate knowledge base

• Mechanism not subject to feelings, Mechanism not subject to feelings, fatigue, worry, crisisfatigue, worry, crisis

• Eliminate routine / unsatisfying jobsEliminate routine / unsatisfying jobs

• Enhance knowledge baseEnhance knowledge base

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Expert SystemsExpert Systems

• Knowledge-intensiveKnowledge-intensive

• Captures human expertiseCaptures human expertise

• In limited domains of knowledgeIn limited domains of knowledge

• Basically a set of in-then-else Basically a set of in-then-else decision treesdecision trees

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Expert SystemsExpert Systems

• Knowledge base:Knowledge base: Model of Human Model of Human KnowledgeKnowledge

• Rule-based expert system :Rule-based expert system : AI AI system based on IF - THEN system based on IF - THEN statements (Bifurcation); statements (Bifurcation); Rule BaseRule Base: : Collection of IF - THEN knowledgeCollection of IF - THEN knowledge

Expert SystemsExpert SystemsLIMITATIONS:LIMITATIONS:

• Often reduced to problems of Often reduced to problems of classificationclassification

• Can be large, lengthy, expensiveCan be large, lengthy, expensive

• Maintaining knowledge base criticalMaintaining knowledge base critical

• Many managers unwilling to trust such Many managers unwilling to trust such systemssystems

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Other AI TechniquesOther AI Techniques

• Neural networks:Neural networks: Software attempts to Software attempts to emulate brain processesemulate brain processes

• Fuzzy logic:Fuzzy logic: Tolerates ambiguity using Tolerates ambiguity using nonspecific Membership functionsnonspecific Membership functions

• Genetic algorithms:Genetic algorithms: Use models of Use models of organisms to promote evolution of organisms to promote evolution of solutionsolution

• Hybrid AI systems:Hybrid AI systems: CombinationsCombinations**

Dream and RealityDream and Reality• Unsupervised, Self-Adaptive systems Unsupervised, Self-Adaptive systems

that find pattern from chaosthat find pattern from chaos

• Microsoft’s auto-launch of Microsoft’s auto-launch of applications according to email applications according to email contentscontents

• Still must based on human ingenuity Still must based on human ingenuity to discover the algorithm firstto discover the algorithm first

• Will never be fool-proofWill never be fool-proof