1

Knowledge Management
System and Practices

A Theoretical and Practical Guide for Knowledge Management inYour Organization

Emil Hajric

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Copyright © 2018 Emil Hajric
All Rights Reserved
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Table Of Contents
Table Of Contents

3

Introduction

9

Introducing Knowledge Management

10

Knowledge, Information and Data

13

Defining Knowledge, Information, Data

14

Perspectives on Knowledge, Information, Data

14

Defining Data, Information, and Knowledge

15

The Different Types of Knowledge

17

Explicit Knowledge

18

Tacit Knowledge

19

Embedded Knowledge

20

What is Knowledge Management?

21

Knowledge Management Definition

23

Why is Knowledge Management Useful?

25

Information Management vs Knowledge Management

27

Information and IM:

28

Knowledge and KM:

28Organizational Knowledge

30

Introducing Organizational Knowledge

31

Organizational Knowledge Resources

31

Implications for KM

32

The SECI Model and Knowledge Conversion

33

The SECI Model Knowledge Creation Spiral

33

Organizational Memory and Knowledge Repositories

36

Organizational Learning
Introducing Organizational Learning

39
41
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What is Organizational Learning?

41

Organizational Learning Pitfalls

42

Different Approaches to Organizational Learning

42

Organizational Learning Theory: Company Perspective

43

Organizational Learning Theory: The Three Types of Learning

44

Conclusion

45

Organizational Learning and Communities of Practice46

What are Communities of Practice?

46

Learning Within Communities of Practice46

The Implications to KM

47

Organizational Culture and Leadership

49

The Significance of Organizational Culture

51

What is Organizational Culture?

51

Organizational Culture and Knowledge Sharing

52

The Problems with Managing Organizational Culture

53

Leadership and "The Learning Organization"

54

The Learning Organization

54

The Role of Leadership55

Knowledge Management Models

57

Building Knowledge Management Frameworks and Models

58

Three Knowledge Management Models

61

The KM Process Framework by Bukowitz and Williams (1999)

61

The KM Matrix by Gamble and Blackwell (2001)

62

The Knowledge Management Process Model by Botha et al (2008)

63

My Integrated Model

65

Conclusion

68

Knowledge Management Processes

69

Introduction Knowledge Management Processes

71

Knowledge Discovery and Detection

72

Facilitating Knowledge Discovery and Detection
Knowledge Organization & Assessment

73
75
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Act: Knowledge Sharing

77

Explicit Knowledge and Knowledge Sharing

77

Explicit Knowledge Sharing and IT

78

Can Explicit Knowledge Sharing Systems Yield Competitive Advantage?

79

Tacit Knowledge Sharing

79

Tacit Knowledge Sharing and IT

81

Embedded Knowledge Sharing

82

Conclusion

83

Act: Managing Knowledge Reuse

85

Three Roles for Knowledge Reuse

85

Knowledge Reuse Situations

86

Problems and Recommendations for Managing knowledge reuse

87

Act: Knowledge Creation

90

Managing Knowledge Creation

90

IT and Knowledge Creation

92

Conclusion

92

Knowledge Acquisition

93

Customers

93

Suppliers

94

Competitors

95

Partners/alliances95

Mergers & Acquisitions

96

Other expertise97

Knowledge Management Strategy

99

Introduction to Knowledge Management Strategy

101

Invest: Managing Organizational Structures

103

Types of Organizational Structures

103

Invest: Corporate Culture Change

105

Defining and Mapping Organizational Culture

105

Managing Corporate Culture Change

106

Invest: Knowledge Retention
Knowledge Retention Strategy

108
109
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Success Factors and DOs and DON'Ts of KR

111

Invest: Knowledge Management and Core Competencies

112

Invest: Managing the External Knowledge Network

114

Invest: Knowledge Management Systems

116

What are Knowledge Management Systems?

116

Problems and Failure Factors

117

Promoting Acceptance and Assimilation

118

Summary: Knowledge Management Best Practices

122

Determining the Organization's Knowledge and Know-how

122

Practical Knowledge Management Best Practices

123

Strategic Knowledge Management Best Practices:

125

Knowledge Management Tools by Category (IT Based)

128

Introduction to Knowledge Management Tools

129

Groupware Systems & Knowledge Management 2.0

131

Web 2.0, Enterprise 2.0, & Knowledge Management 2.0

131Considerations for Groupware Acquisition/Design

132

Groupware Implementation Issues

133

The Intranet & Extranet

135

The Role of the Intranet

135

Successful Intranet Implementation

136

The Extranet

137

Warehousing Data: The Data Warehouse, Data Mining, and OLAP

138

Warehousing Data: Design and Implementation

139

OLAP

140

What is Data Mining?

140

Data Visualization

141

Decision Support Systems

143

Content Management Systems

145

Document Management Systems

147

Search & Categorization for Knowledge Retrieval

150

Knowledge Management Resources (Non-IT-Based)

152

Knowledge Management Resources and Techniques

154
7Cross-functional project teams

155

Knowledge Management Training

157

Consultancy:

157

Storytelling

158

Mentoring161

Knowledge Management Failure
Knowledge Management Failure Factors

163
164

The Issue of Definition

164

KM Failure Factors

165

No Universal Definition of Knowledge Management

166

Knowledge Management Careers and Skills

169

Careers in Knowledge Management

171

KM Programs

171

Knowledge Management Positions and Roles

172

Knowledge Management Skills

174

The Skills of Knowledge Workers

174

Knowledge Managers and the CKO

175

References
References
About Me

177
179
199

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Introduction
This is a knowledge management book covering the theories, frameworks,
models, tools, and supporting disciplines that are relevant to both the student andthe practitioner. The goal of this book is to provide a comprehensive overview ofknowledge management by examining its objectives, scope, strategy, bestpractices, knowledge management tools, and so on. The book is structured verymuch like a textbook, with introductory concepts at the top, more subject-specificdiscussions in the latter half.

9Introducing Knowledge
Management

10Knowledge management is essentiallyabout getting the right knowledge to theright person at the right time. This in itself
may not seem so complex, but it implies astrong tie to corporate strategy,
understanding of where and in what forms
knowledge exists, creating processes thatspan organizational functions, and ensuringthat initiatives are accepted and supported
by organizational members. Knowledge
management may also include newknowledge creation, or it may solely focus
on knowledge sharing, storage, andrefinement. For a more comprehensive
discussion and definition, see my knowledge management definition.
It is important to remember that knowledge management is not about
managing knowledge for knowledge's sake. The overall objective is to create value
and leverage and refine the firm's knowledge assets to meet organizational goals.
Implementing knowledge management thus has several dimensions including:
Strategy: Knowledge management strategy must be dependent on corporate
strategy. The objective is to manage, share, and create relevant knowledge assetsthat will help meet tactical and strategic requirements.
Organizational Culture: The organizational culture influences the way peopleinteract, the context within which knowledge is created, the resistance they will
have towards certain changes, and ultimately the way they share (or the way they
do not share) knowledge.
Organizational Processes: The right processes, environments, and systems thatenable KM to be implemented in the organization.
Management & Leadership: KM requires competent and experienced
leadership at all levels. There are a wide variety of KM-related roles that anorganization may or may not need to implement, including a CKO, knowledge
11managers, knowledge brokers and so on. More on this in the section on KM
positions and roles.
Technology: The systems, tools, and technologies that fit the organization's
requirements - properly designed and implemented.
Politics: The long-term support to implement and sustain initiatives that involve
virtually all organizational functions, which may be costly to implement (both fromthe perspective of time and money), and which often do not have a directly visible
return on investment.
In the past, failed initiatives were often due to an excessive focus on primitive
knowledge management tools and systems, at the expense of other areas. While itis still true that KM is about people and human interaction, KM systems have comea long way and have evolved from being an optional part of KM to a criticalcomponent. Today, such systems can allow for the capture of unstructured
thoughts and ideas, can create virtual conferencing allowing close contact
between people from different parts of the world, and so on. This issue will also be
addressed throughout the site, and particularly in the knowledge management
strategy section.
At this point, the articles presented on this site focus on the first fivedimensions. For now, at least, the political dimension is beyond the scope of thissite.
Throughout the site, I will explain and discuss known theories, occasionallycontributing with some of my own frameworks. I will also discuss the potential roleof knowledge management systems from a broad perspective, and in the section
on KM tools I will provide specific advice on this topic. I have tried to organize thesite as logically as possible, moving from a general introduction to knowledge andKM to introducing key subjects like organizational memory, learning, and culture.
The later sections discuss several models and frameworks as well as knowledge
management initiatives, strategy, and systems, before finally presenting an
overview of various tools and techniques.

12Knowledge,
Information and Data

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Defining Knowledge, Information, Data
Before one can begin to talk about knowledge management (KM), one must
start by clearly defining the meaning of the word "knowledge". It is important tounderstand what constitutes knowledge and what falls under the category of
information or data. Unfortunately, this is a more difficult task than may beapparent at first. Within everyday language, within specific fields, and even within
the same disciplines, the word "knowledge" often takes on a variety of meanings.
Perspectives on Knowledge, Information, Data
In everyday language we use knowledge all the time. Sometimes we mean
know-how, while other times we are talking about wisdom. On many occasions weeven use it to refer to information. Part of the difficulty of defining knowledgearises from its relationship to two other concepts, namely data and information.
These two terms are often regarded as lower denominations of knowledge, but
the exact relationship varies greatly from one example to another.
Within more technologically oriented disciplines- particularly involving
information systems- knowledge is often treated very similarly to information. It isseen as something one can codify and transmit, and where IT plays a pivotal role inknowledge sharing. For instance, the encyclopedia at fact-archive.com defines it
as: "information that has a purpose or use."
This kind of simplistic view of knowledge was particularly widespread during the
90s when information technology became increasingly more common. Howevereven today, some KM systems are little more than information management
systems using knowledge as a virtual synonym for information.
To illustrate, Theirauf (1999) defines the three components as follows: data is
the lowest point, an unstructured collection of facts and figures; information is thenext level, and it is regarded as structured data; finally, knowledge is defined as"information about information".
However, increasingly one sees definitions that treat knowledge as a more
complex and personal concept that incorporate more than just information. The
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Longman online dictionary has one definition that begins to approach the way thatknowledge is usually regarded within KM. It states "the information, skills, andunderstanding that you have gained through learning or experience." Although stillclosely associated with information, concepts like skills, understanding, andexperience begin to surface.
Defining Data, Information, and Knowledge
Here, I have included the definitions that will be used throughout this book.
Data: Facts and figures which relay something specific, but which are notorganized in any way and which provide no further information regarding patterns,
context, etc. I will use the definition for data presented by Thierauf (1999):"unstructured facts and figures that have the least impact on the typical manager."
Information: For data to become information, it must be contextualized,
categorized, calculated and condensed (Davenport & Prusak 2000). Information
thus paints a bigger picture; it is data with relevance and purpose (Bali et al 2009).
It may convey a trend in the environment, or perhaps indicate a pattern of sales
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for a given period of time. Essentially information is found "in answers toquestions that begin with such words as who, what, where, when, and how many"(Ackoff 1999).
IT is usually invaluable in the capacity of turning data into information,
particularly in larger firms that generate large amounts of data across multiple
departments and functions. The human brain is mainly needed to assist incontextualization.
Knowledge: Knowledge is closely linked to doing and implies know-how andunderstanding. The knowledge possessed by each individual is a product of his
experience and encompasses the norms by which he evaluates new inputs fromhis surroundings (Davenport & Prusak 2000). I will use the definition presented byGamble and Blackwell (2001), based closely on a previous definition by Davenport& Prusak:"Knowledge is a fluid mix of framed experience, values, contextual information,
expert insight, and grounded intuition that provides an environment andframework for evaluating and incorporating new experiences and information. It
originates and is applied in the mind of the knowers. In organizations it often
becomes embedded not only in documents or repositories, but also inorganizational routines, practices and norms."
In order for KM to succeed, one needs a deep understanding of what constitutes
knowledge. Now that we have set clear boundaries between knowledge,
information, and data, it is possible to go one step further and look at the forms inwhich knowledge exists and the different ways that it can be accessed, shared, andcombined. I will discuss this in the section titled "The Different Kinds ofKnowledge".

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The Different Types of Knowledge
Understanding the different forms that knowledge can exist in, and thereby
being able to distinguish between various types of knowledge, is an essential stepfor knowledge management (KM). For example, it should be fairly evident that theknowledge captured in a document would need to be managed (i.e. stored,
retrieved, shared, changed, etc.) in a totally different way than that gathered over
the years by an expert craftsman.
Over the centuries many attempts have been made to classify knowledge, anddifferent fields have focused on different dimensions. This has resulted innumerous classifications and distinctions based in philosophy and even religion.
Though not directly related to our purpose here, the Wikipedia article on
knowledge provides some interesting background reading (go to article).
Within business and KM, two types of knowledge are usually defined, namely
explicit and tacit knowledge. The former refers to codified knowledge, such as thatfound in documents, while the latter refers to non-codified and often
personal/experience-based knowledge.
KM and organizational learning theory almost always take root in the interaction
and relationship between these two types of knowledge. This concept has been
introduced and developed by Nonaka in the 90's (e.g. Nonaka 1994) and remains atheoretical cornerstone of this discipline. Botha et al (2008) point out that tacitand explicit knowledge should be seen as a spectrum rather than as definitive
points. Therefore, in practice, all knowledge is a mixture of tacit and explicit
elements rather than being one or the other. However, in order to understandknowledge, it is important to define these theoretical opposites.
Some researchers make a further distinction and talk of embedded knowledge.
This way, one differentiates between knowledge embodied in people and thatembedded in processes, organizational culture, routines, etc. (Horvath 2000).
Gamble and Blackwell (2001) use a scale consisting of represented-embodiedembedded knowledge, where the first two closely match the explicit-tacit.
17Without question, the most important distinction within KM is between explicit
and tacit knowledge. However, I find that the embedded dimension is a valuableaddition, since the managerial requirements for this type of knowledge are quite
different. For this reason, the discussions on this site will, when relevant, use all
three categorizations of knowledge but the focus will always be primarily on the
explicit-tacit dimension.
Below I present an overview of these three categories, as well as a short
discussion on the way knowledge management systems (KMS) can/cannot be used
to manage them.
Explicit Knowledge
This type of knowledge is formalized and codified and is sometimes referred toas know-what (Brown & Duguid 1998). It is therefore fairly easy to identify, store,
and retrieve (Wellman 2009). This is the type of knowledge most easily handled by
KMS, which are very effective at facilitating the storage, retrieval, and modificationof documents and texts.
From a managerial perspective, the greatest challenge with explicit knowledge issimilar to information. It involves ensuring that people have access to what theyneed; that important knowledge is stored; and that the knowledge is reviewed,
updated, or discarded.
Many theoreticians regard explicit knowledge as being less important (e.g.
Brown & Duguid 1991, Cook & Brown 1999, Bukowitz & Williams 1999, etc.). It isconsidered simpler in nature and cannot contain the rich experience-based knowhow that can generate lasting competitive advantage.
Although this is changing to some limited degree, KM initiatives driven bytechnology have often had the flaw of focusing almost exclusively on this type ofknowledge. As discussed previously, in fields such as IT there is often a lack of amore sophisticated definition. This has therefore created many products labeled
as KM systems, which in actual fact are/were nothing more than information andexplicit knowledge management software.
Explicit knowledge is found in: databases, memos, notes, documents, etc. (Botha
et al. 2008)18

Tacit Knowledge
This type of knowledge was originally defined by Polanyi in 1966. It is sometimes
referred to as know-how (Brown & Duguid 1998) and refers to intuitive, hard to
define knowledge that is largely experience based. Because of this, tacitknowledge is often context dependent and personal in nature. It is hard tocommunicate and deeply rooted in action, commitment, and involvement (Nonaka
1994).
Tacit knowledge is also regarded as being the most valuable source ofknowledge, and the most likely to lead to breakthroughs in the organization(Wellman 2009). Gamble & Blackwell (2001) link the lack of focus on tacitknowledge directly to the reduced capability for innovation and sustainedcompetitiveness.
KMS have a very hard time handling this type of knowledge. An IT system relies
on codification, which is something that is difficult/impossible for the tacitknowledge holder.

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Using a reference by Polanyi (1966), imagine trying to write an article that would
accurately convey how one reads facial expressions. It should be quite apparent
that it would be near impossible to convey our intuitive understanding gatheredfrom years of experience and practice. Virtually all practitioners rely on this type ofknowledge. An IT specialist for example will troubleshoot a problem based on his
experience and intuition. It would be very difficult for him to codify his knowledge
into a document that could convey his know-how to a beginner. This is one reason
why experience in a particular field is so highly regarded in the job market.
The exact extent to which IT systems can aid in the transfer and enhancement oftacit knowledge is a rather complicated discussion. For now, suffice it to say thatsuccessful KM initiatives must place a very strong emphasis on the tacit dimension,
focusing on the people and processes involved, and using IT in a supporting role.
Tacit knowledge is found in: the minds of human stakeholders. It includes
cultural beliefs, values, attitudes, mental models, etc. as well as skills, capabilities
and expertise (Botha et al 2008). On this site, I will generally limit tacit knowledge
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to knowledge embodied in people and refer separately to embedded knowledge(as defined below), whenever making this distinction is relevant.
Embedded Knowledge
Embedded knowledge refers to the knowledge that is locked in processes,
products, culture, routines, artifacts, or structures (Horvath 2000, Gamble &Blackwell 2001). Knowledge is embedded either formally, such as through amanagement initiative to formalize a certain beneficial routine, or informally as
the organization uses and applies the other two knowledge types.
The challenges in managing embedded knowledge vary considerably and willoften differ from embodied tacit knowledge. Culture and routines can be bothdifficult to understand and hard to change. Formalized routines on the other hand
may be easier to implement and management can actively try to embed the fruitsof lessons learned directly into procedures, routines, and products.
IT's role in this context is somewhat limited but it does have some useful
applications. Broadly speaking, IT can be used to help map organizational
knowledge areas; as a tool in reverse engineering of products (thus trying to
uncover hidden embedded knowledge); or as a supporting mechanism forprocesses and cultures. However, it has also been argued that IT can have a
disruptive influence on culture and processes, particularly if implemented
improperly.
Due to the difficulty in effectively managing embedded knowledge, firms thatsucceed may enjoy a significant competitive advantage.
Embedded knowledge is found in: rules, processes, manuals, organizational
culture, codes of conduct, ethics, products, etc. It is important to note, that whileembedded knowledge can exist in explicit sources (i.e. a rule can be written in amanual), the knowledge itself is not explicit, i.e. it is not immediately apparent
why doing something this way is beneficial to the organization.

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What is Knowledge
Management?

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The full scope of knowledge management (KM) is not something that isuniversally accepted. However, before one looks at the differences in thedefinitions, let's the similarities.
KM is about making the right knowledge available to the right people. It is about
making sure that an organization can learn, and that it will be able to retrieve anduse its knowledge assets in current applications as they are needed. In the words
of Peter Drucker it is "the coordination and exploitation of organizational
knowledge resources, in order to create benefit and competitive advantage"(Drucker 1999).
Where the disagreement sometimes occurs is in conjunction with the creation of
new knowledge. Wellman (2009) limits the scope of KM to lessons learned and thetechniques employed for the management of what is already known. He argues
that knowledge creation is often perceived as a separate discipline and generally
falls under innovation management.
Bukowitz and Williams (1999) link KM directly to tactical and strategic
requirements. Its focus is on the use and enhancement of knowledge-based assets
to enable the firm to respond to these issues. According to this view, the answer
to the question "what is knowledge management" would be significantly broader.
A similarly broad definition is presented by Davenport & Prusak (2000), whichstates that KM "is managing the corporation's knowledge through a systematicallyand organizationally specified process for acquiring, organizing, sustaining,
applying, sharing and renewing both the tacit and explicit knowledge of employees
to enhance organizational performance and create value."
I will also choose to answer the question "what is knowledge management" inthe broader perspective, encompassing not just the exploitation and managementof existing knowledge assets, but the also the initiatives involved in the creation
and acquisition of new knowledge. In the next article, I will arrive at a specificknowledge management definition.

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Knowledge Management Definition
Based on the discussion in the previous section, my knowledge management
definition is as follows:
Knowledge management is the systematic management of an organization's
knowledge assets for the purpose of creating value and meeting tactical &strategic requirements; it consists of the initiatives, processes, strategies, andsystems that sustain and enhance the storage, assessment, sharing, refinement,
and creation of knowledge.
Knowledge management (KM) therefore implies a strong tie to organizational
goals and strategy, and it involves the management of knowledge that is useful forsome purpose and which creates value for the organization.
Expanding upon the previous knowledge management definition, KM involves
the understanding of:
Where and in what forms knowledge exists; what the organization needs toknow; how to promote a culture conducive to learning, sharing, and knowledge
creation; how to make the right knowledge available to the right people at theright time; how to best generate or acquire new relevant knowledge; how tomanage all of these factors so as to enhance performance in light of theorganization's strategic goals and short-term opportunities and threats.
KM must therefore create/provide the right tools, people, knowledge, structures(teams, etc.), culture, etc. so as to enhance learning; it must understand the value
and applications of the new knowledge created; it must store this knowledge andmake it readily available for the right people at the right time; and it must
continuously assess, apply, refine, and remove organizational knowledge inconjunction with concrete long and short-term factors.
From this knowledge management definition, we can see that it depends upon
the management of the organization's knowledge creation and conversion
mechanisms; organizational memory and retrieval facilities; organizational
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learning; and organizational culture. These concepts will be explored in moredetail in the following sections.

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Why is Knowledge Management Useful?
I have been asked to write this piece by someone who was not entirely familiar
with the knowledge management (KM) discipline. Looking back at the work I
presented on this site, I can see how a beginner, and particularly a manager new
to the subject, might not easily understand why knowledge management is usefulfor their particular situation.
I will keep this concise and to the point. Knowledge management is responsible
for understanding:● What your organization knows.
● Where this knowledge is located, e.g. in the mind of a specific expert, aspecific department, in old files, with a specific team, etc.
● In what form this knowledge is stored e.g. the minds of experts, on paper,etc.
● How to best transfer this knowledge to relevant people, so as to be able totake advantage of it or to ensure that it is not lost. E.g. setting up amentoring relationship between experienced experts and new employees,
implementing a document management system to provide access to key
explicit knowledge.
● The need to methodically assess the organization's actual know-how vs theorganization's needs and to act accordingly, e.g. by hiring or firing, bypromoting specific in-house knowledge creation, etc.
So, why is knowledge management useful? It is useful because it places a focus
on knowledge as an actual asset, rather than as something intangible. In so doing,
it enables the firm to better protect and exploit what it knows, and to improve andfocus its knowledge development efforts to match its needs.
In other words:● It helps firms learn from past mistakes and successes.
● It better exploits existing knowledge assets by re-deploying them in areas
where the firm stands to gain something, e.g. using knowledge from one
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department to improve or create a product in another department,
modifying knowledge from a past process to create a new solution, etc.
● It promotes a long-term focus on developing the right competencies andskills and removing obsolete knowledge.
● It enhances the firm's ability to innovate.
● It enhances the firm's ability to protect its key knowledge andcompetencies from being lost or copied.
Unfortunately, KM is an area in which companies are often reluctant to invest
because it can be expensive to implement properly, and it is extremely difficult todetermine a specific ROI. Moreover, KM is a concept the definition of which is notuniversally accepted, and for example within IT one often sees a much shallower,
information-oriented approach. Particularly in the early days, this has led to many
"KM" failures and these have tarnished the reputation of the subject as a whole.
Sadly, even today, probably about one in three blogs that I read on this subject
have absolutely nothing to do with the KM that I was taught back in businessschool. I will discuss this latter issue in greater detail in the future.
discuss this latter issue in greater detail in the future.

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Information Management vs Knowledge Management
This has always been a bit of a tricky subject, because knowledge andinformation are used interchangeably by so many people. Therefore, you will often
find KM solutions even today which are essentially nothing more than informationor document management systems, i.e. which handle data, information, or
perhaps even explicit knowledge, but which do not touch the most essential partof KM - tacit knowledge.
Below you can find an infographic of the main differences, with a short
explanation below. Please keep in mind that IM in many ways is a useful tool for
KM, in that information can help create and refine knowledge, but as a discipline it
is a different one.

28

As I showed in the previous sections, knowledge and information are actuallyquite different, as is tacit and explicit knowledge. So, while information and data
management are certainly very useful, particularly as information sources are
growing at exponential rates and with the new focus on big data, it is notsynonymous with KM.
So, what exactly is the difference?
Information and IM:● Focus on data and information● Deal with unstructured and structured facts and figures.
● Benefit greatly from technology, since the information being conveyed isalready codified and in an easily transferrable form.
● Focus on organizing, analyzing, and retrieving - again due to the codified
nature of the information.
● Is largely about know-what, i.e. it offers a fact that you can then use tohelp create useful knowledge, but in itself that
● fact does not convey a course of action (e.g. sales of product x are up 25%
last quarter).
● Is easy to copy - due to its codified and easily transferrable nature.
Knowledge and KM:● Focus on knowledge, understanding, and wisdom● Deal with both codified and uncodified knowledge. Uncodified knowledge the most valuable type of knowledge - is found in the minds ofpractitioners and is unarticulated, context-based, and experience-based.
● Technology is extremely useful, but KM's focus is on people and processes.
IT is great for transferring explicit, codified knowledge, but it's role in thetransfer of deeper, internalized knowledge is more complex. Since this kindof knowledge is passed from person to person, through interaction,
collaboration, mentoring, etc. and preferably in an unstructured
29environment, IT tools for KM have to support this function. They are
therefore not merely passing on information, but also act as tools to bringpeople together, to enhance communication, to allow the storage andtransfer of unstructured thoughts and notes, etc.
● Focus on locating, understanding, enabling, and encouraging - by creating
environments, cultures, processes, etc. where knowledge is shared andcreated.
● Is largely about know-how, know-why, and know-who● Is hard to copy - at least regarding the tacit elements. The connection toexperience and context makes tacit knowledge extremely difficult to copy.
This is why universities cannot produce seasoned practitioners - there aresome things (the most important things) that you simply cannot teachfrom a textbook (or other codified source of information/explicit
knowledge). These are learnt in the field and understood on an intuitive
level. You cannot easily copy or even understand this intuition without theright experience, context, etc. - and it is this intuition that represents themost valuable organizational knowledge.

30

Organizational
Knowledge

31

Introducing Organizational Knowledge
In an earlier section we identified the three different types of knowledge thatcan exist in an organization. Now I will take a closer look at the scopeorganizational knowledge and its significance to the knowledge management (KM)
process.
Organizational Knowledge Resources
Business knowledge can exist on several different levels:
Individual: Personal, often tacit knowledge/know-how of some sort. It can also
be explicit, but it must be individual in nature, e.g. a private notebook.
Groups/community: Knowledge held in groups but not shared with the rest of
the organization. Companies usually consist of communities (most often informallycreated) which are linked together by common practice. These communities ofpractice (Lave & Wenger 1991) may share common values, language, procedures,know-how, etc. They are a source of learning and a repository for tacit, explicit,
and embedded knowledge.
Structural: Embedded knowledge found in processes, culture, etc. This may beunderstood by many or very few members of the organization. E.g. the knowledge
embedded in the routines used by the army may not be known by the soldiers
who follow these routines. At times, structural knowledge may be the remnant ofpast, otherwise long forgotten lessons, where the knowledge of this lesson exists
exclusively in the process itself.
Organizational: The definition of organizational knowledge is yet anotherconcept that has very little consensus within literature. Variations include theextent to which the knowledge is spread within the organization, as well as theactual make-up of this knowledge. Hatch (2010) defines it as: "When groupknowledge from several subunits or groups is combined and used to create new32knowledge, the resulting tacit and explicit knowledge can be called organizational
knowledge."
Others present a broader perspective: "individual knowledge, sharedknowledge, and objectified knowledge are different aspects or views oforganizational knowledge" (Ekinge & Lennartsson 2000). As always, texts
emphasizing an IT based outlook once again offer shallower, information-based
definitions, e.g. Virvou & Nakamura 2008, "Information internalized by means ofresearch, study or experience that has value to the organization".
For the purpose of this site I will adopt a broad, knowledge-based perspective.
Organizational knowledge is therefore defined as: all the knowledge resources
within an organization that can be realistically tapped by that organization. It cantherefore reside in individuals and groups or exist at the organizational level.
Extra-organizational: Defined here as: Knowledge resources existing outside theorganization which could be used to enhance the performance of the organization.
They include explicit elements like publications, as well as tacit elements found incommunities of practice that span beyond the organization's borders.
Implications for KM
In order to enhance organizational knowledge, KM must therefore be involved
across the entire knowledge spectrum. It must help knowledge development at alllevels and facilitate & promote its diffusion to individuals, groups, and/or acrossthe entire firm, in accordance with the organization's requirements. KM must
manage organizational knowledge storage and retrieval capabilities and create anenvironment conducive to learning and knowledge sharing. Similarly, it must be
involved in tapping external sources of knowledge whenever these are necessary
for the development of the organizational knowledge resources.
To a large degree, KM is therefore dependent on the understanding andmanagement of organizational learning, organizational memory, knowledge
sharing, knowledge creation, and organizational culture.

33

The SECI Model and Knowledge Conversion
Arguably the most important contributor to this subject has been Ikujiro
Nonaka. He worked extensively with the concepts of explicit knowledge and tacitknowledge and drew attention to the way Western firms tend to focus too muchon the former (Nonaka & Takeuchi 1996). This sentiment has since been echoedthroughout organisational learning and knowledge management (KM) literature(e.g. Cook & Brown 1999, Kreiner 1999, Tsoukas & Valdimirou 2001, etc.).
Nonaka and Takeuchi introduced the SECI model (Nonaka & Takeuchi 1996)
which has become the cornerstone of knowledge creation and transfer theory.
They proposed four ways that knowledge types can be combined and converted,showing how knowledge is shared and created in the organization. The model isbased on the two types of knowledge outlined above.
Socialization: Tacit to tacit. Knowledge is passed on through practice, guidance,
imitation, and observation.
Externalization: Tacit to explicit. This is deemed as a particularly difficult andoften particularly important conversion mechanism. Tacit knowledge is codified
into documents, manuals, etc. so that it can spread more easily through theorganization. Since tacit knowledge can be virtually impossible to codify, theextent of this knowledge conversion mechanism is debatable. The use of metaphor
is cited as an important externalization mechanism.
Combination: Explicit to explicit. This is the simplest form. Codified knowledge
sources (e.g. documents) are combined to create new knowledge.
Internalization: Explicit to tacit. As explicit sources are used and learned, theknowledge is internalized, modifying the user's existing tacit knowledge.
The SECI Model Knowledge Creation SpiralIn this model, knowledge is continuously converted and created as users
practice, collaborate, interact, and learn. The process should be seen as acontinuous, dynamic, swirl of knowledge rather than a static model. It is basically a34

visual representation of overlapping, continuous processes that take place - orshould take place - in an organization.
Below I have included a graphical representation of this concept as presented in
the SECI model:

A great deal of effort has been put into investigating its practical applicability (with mixed results), but
in recent years the applicability of the model has been linked strongly to culture, both organizationaland national. The issue is whether culture is more than just an element in a KM model, i.e. culture-inthe-model, but rather acts as a limiting factor for a model, i.e. culture-of-the-model (Andreeva &Ikhilchik 2011). The issue of culture as a limiting factor for KM models is an issue I will incorporate
into the site in the future and provide a link from this article to the new sections.
Nonetheless, the SECI model remains at the core of knowledge conversion theory within KM, and thisalmost universal attraction to the model may in itself be an indication that some aspects of it appeal tovirtually all cultures (Andreeva & Ikhilchik 2011).
35

36

Organizational Memory and Knowledge Repositories
Traditional memory is associated with the individual's ability to acquire, retain,
and retrieve knowledge. Within business this concept is extended beyond theindividual, and organizational memory therefore refers to the collective ability tostore and retrieve knowledge and information.
So how does one define organizational memory? Any definition would need tospan all the different repositories in which a company may store knowledge. This
includes the more formal records, as well as tacit and embedded knowledge
located in people, organizational culture, and processes.
Walsh and Ungson (1991) offer some deeper insight into the workings oforganizational memory. They look at how and organization's history can influencecurrent decision making. They how shared understandings evolve, becoming partof an organizational whole which may remain constant even after key individuals
have left the firm. This is done through the formation of collective interpretations
regarding the outcome of decision making. The information defining the decision's
stimulus and response is stored in information, and it affects present decisions
when it is retrieved.
Walsh and Ungson (1991) define a number of stages in the organizational
memory process and outline five retention facilities:● Acquisition: Organizational memory consists of the accumulated
information regarding past decisions. This information is not centrally
stored, but rather it is split across different retention facilities. Each time adecision is made, and the consequences are evaluated, some informationis added to the organizational memory.
● Retention: Past experiences can be retained in any of the five different
repositories:o Individuals
o Culture: The language and frameworks that exist within an organizationand form shared interpretations.
37

o Transformations: The procedures and formalized systems that theorganization employs. These systems reflect the firm's past experiences
and are repositories for embedded knowledge.
o Structures: These link the individual to other individuals and to theenvironment. Social interaction is conditioned by mutual expectations
between individuals based on their roles within the organization. Theinteraction sequences for a pattern over time and begin to extend to anorganizational level. This can take place both through formal and informal
structure and it constitutes a social memory which stores information
about an organization's perception of the environment.
o External activities: The surroundings of the organization where knowledge
and information can be stored. E.g. former employees, government bodies,
competitors, etc.
● Retrieval: This can either be controlled or automatic. The latter refers to
the intuitive and essentially effortless process of accessing organizational
memory, usually as part of an established sequence of action. Controlledrefers to the deliberate attempt to access stored knowledge.
As one can see, the three stages presented here are essential to the learning
process of the firm. Much like an individual, the firm must be able to access anduse past experiences so as to avoid repeating mistakes and to exploit valuableknowledge. Unlike an individual however, OM is not centrally stored and resides
throughout the firm and even beyond it. The process of retrieving
knowledge/information will inevitably vary depending on the retention facility that
one is trying to access. For example, written documentation may be accessed
through IT while cultural memory is accessed through the understanding and/or
application of the norms and procedures of the working environment.
A further distinction regarding the type of knowledge retained in the organization
is offered by Ramage and Reif (1996). They separate the documented aspects fromthe subtler knowledge that belongs to individuals as a result of their role asmembers of the organization:● Artifacts of Cooperation: These are the hard indicators which are visible
and examinable. They include products, records of collaboration, andideas. The latter refers to minutes of meetings, reports, FAQs, and other38

items that record common knowledge. These are easily storable andpresumably also more easily accessible.
● Knowledge of the Organization Qua Entity: This type of knowledge cannot
be stored in the same way as the artifacts of cooperation. It includes
knowledge of the political system, of the culture, and of how things arenormally done within the firm. It can include the knowledge of who is anexpert, of where a particular person is, and on who to contact for a specificproblem.
This definition is useful as a way of understanding the knowledge categories andthe potential management challenge that organizational memory, and ultimately
knowledge management (KM) would pose.
Furthermore, as is the case with many KM related disciplines, one finds a distinct
difference in the way organizational memory is perceived between IT practitioners
and business theoreticians. In the words of Wellman (2009): "The IT pathemphasizes the acquisition and storage of organizational knowledge including data
warehousing, document management, and search tools. The organization
development (OD) path emphasizes tacit knowledge, coaching, social interactions,and encouraging ad hoc knowledge exchange."
IT based models thus tend to focus on more concrete, definable memory and lesson people, culture, and informal structures. Essentially, they focus more on
artifacts of cooperation.
Since this site deals with organizational memory within the context of KM, it is notnecessary to arrive at a specific definition or model. Instead it is important tounderstand the scope of organizational memory, its varied and often complex
retention facilities, and the types of knowledge available. In later sections, I will
investigate more closely the specific role that IT can have in supporting,promoting, and enhancing organizational memory.

39

Organizational Learning

40

41

Introducing Organizational Learning
What is Organizational Learning?
Learning is the way we create new knowledge and improve ourselves. Although
there is ample debate regarding the mechanisms and scope of learning, in its
simplest form this is no different for organizations. Botha et al. describe theorganizational learning process as follows:

As one can see organizational learning is based on applying knowledge for a
purpose and learning from the process and from the outcome. Brown and Duguid(1991) describe organizational learning as "the bridge between working andinnovating." This once again links learning to action, but it also implies usefulimprovement.
The implications to knowledge management are three-fold:42

● One must understand how to create the ideal organizational learning
environment● One must be aware of how and why something has been learned.
● One must try to ensure that the learning that takes place is useful to theorganization
Organizational Learning Pitfalls
Senge (1990) argues that often it is failure that provides the richest learning
experience, which is something that organizations need to understand and use
more effectively. He criticizes the way we reward success and look down upon
failure as something that can be detrimental to the long-term health of theorganization. Levitt and March (1996) further argue that success is ambiguous anddepends on how it is interpreted. This interpretation may not only varysignificantly between different groups within the organization but may changeover time as success indicators and levels of aspiration change.
Levitt and March (1996) also discuss superstitious learning. This occurs when
positive or negative results are associated with the wrong actions. Success andfailure can both generate superstitious learning. If a firm does well, the routinesthat they followed are linked to this success and are subsequently reinforced. The
opposite is true for failure. In such cases, the organization thinks that it haslearned when in fact it has not. Real organizational learning would have resulted
from the examination of the information generated from their actions rather thanfrom relatively arbitrary success or failure criteria.
Different Approaches to Organizational Learning
Generally speaking, there are two approaches to organizational learning. The
first view looks at the firm as a whole and s learning from a cognitive perspective.
In a way, the firm is treated like a large brain composed of the individual membersof the organization. The second view looks at learning as community based, where
the firm's practitioners create knowledge in their own networks called
communities of practice (Lave & Wenger 1991).
43

These views should be seen as complementary rather than contradictory. The
next two sub-sections will organizational learning theory from these two
perspectives.

44Organizational Learning Theory: Company
Perspective
Two of the most noteworthy contributors to the field of organizational learningtheory have been Chris Argrys and Donald Schon. Organizational learning (OL),according to Argrys & Schon is a product of organizational inquiry. This means thatwhenever expected outcome differs from actual outcome, an individual (or group)
will engage in inquiry to understand and, if necessary, solve this inconsistency. In
the process of organizational inquiry, the individual will interact with othermembers of the organization and learning will take place. Learning is therefore a
direct product of this interaction.
Argrys and Schon emphasize that this interaction often goes well beyond
defined organizational rules and procedures. Their approach to organizational
learning theory is based on the understanding of two (often conflicting) modes ofoperation:

45

Espoused theory: This refers to the formalized part of the organization. Everyfirm will tend to have various instructions regarding the way employees should
conduct themselves in order to carry out their jobs (e.g. problem solving). These
instructions are often specific and narrow in focus, confining the individual to a set
path. An example of espoused theory might be "if the computer does not work, try
rebooting it and then contact the IT department."
Theory-in-use: This is the actual way things are done. Individuals will rarely
follow espoused theory and will rely on interaction and brainstorming to solve a
problem. Theory in use refers to the loose, flowing, and social way that employees
solve problems and learn. An example of this might be the way someone actually
solves a problem with their computer by troubleshooting solutions, researching onforums, asking co-workers for opinions, etc.
The fact that there is a mismatch between these two approaches is potentiallyproblematic if the company enforces its espoused theory. In order to create anenvironment conducive to learning, firms are encouraged to accept theory in use,
and make it easy for the individual to interact with his working environment in an
undefined and unstructured way. Essentially, they should provide the rightenvironment for organizational inquiry to take place, unconstrained by formal
procedures.
Levitt and March (1996) expand further on the dynamics of organizational
learning theory. Their view presents the organization as routine-based, history
dependent, and target oriented. While lessons from history are stored in theorganizational memory, the event itself is often lost. They note that past lessons
are captured by routines "in a way that makes the lessons, but not the history,
accessible to organizations and organizational members." The problem mostorganizations face is that it is usually better to have the event rather than theinterpretation. However, this is often too costly (both financially and time-wise) to
be feasible.
OL is transmitted through socialization, education, imitation and so on, and canchange over time as a result of interpretations of history.
46

Organizational Learning Theory: The Three Types of Learning
Argrys and Schon (1996) identify three levels of learning which may be present
in the organization:● Single loop learning: Consists of one feedback loop when strategy is
modified in response to an unexpected result (error correction). E.g. whensales are down, marketing managers inquire into the cause, and tweak thestrategy to try to bring sales back on track.
● Double loop learning: Learning that results in a change in theory-in-use.
The values, strategies, and assumptions that govern action are changed tocreate a more efficient environment. In the above example, managers
might rethink the entire marketing or sales process so that there will be no(or fewer) such fluctuations in the future.
● Deuterolearning: Learning about improving the learning system itself. Thisis composed of structural and behavioral components which determine
how learning takes place. Essentially deuterolearning is therefore "learning
how to learn."This can be closely linked to Senge's concept of the learning organization,
particularlyinregardtoimprovinglearning
processes
andunderstanding/modifying mental models.
Effective learning must therefore include all three, continuously improving theorganization at all levels. However, while any organization will employ single loop
learning, double loop and particularly deuterolearning are a far greater challenge.
Conclusion
From organizational learning theory we can infer the following issues which may
affect knowledge management and knowledge management systems:47

● OL is dependent on allowing organizational inquiry to take place according
to theory-in-use, not espoused theory.
● OL is a complex mechanism, resulting often in the storage ofinterpretations of past events, rather than the events themselves.
● OL can take place on three different levels. While single loop learning
comes natural to any individual/organization, special attention must be
paid to the double-loop and deuterolearning

48

Organizational Learning and Communities of Practice
What are Communities of Practice?
Communities of practice is a term originally developed by Lave and Wenger(1991). It describes a learning theory with a strong relationship to the social
construction of knowledge. The community of practice (sometimes incorrectly
referred to as "communities of practices") consists of members who interact witheach other for their pursuit of a common practice. It is therefore this collective
social practice that links individuals together across official organizationalboundaries and departments and makes up the community.
It is important to note that these are not teams. A community of practice can be
defined as "a group of professionals informally bound to one another throughexposure to a common class of problems, common pursuit of solutions, andthereby themselves embodying a store of knowledge" (Stewart 2001 in Botha et al2008).
For further reading and a very detailed overview on the workings andcomposition of communities of practice, see this article by Etienne Wenger (one of
the founders of the term).
Learning Within Communities of PracticeLearning is seen as deriving from the social process of becoming a practitioner,
as it gives the individual a social context of being an integrated part of acommunity. The social construction of identity shapes each person's view andinterpretation of the world. Learning and the creation of new knowledge can thentake place within the context dependent forum of the community and can beshared through social practice.
Lave and Wenger (1991) introduce the concept of legitimate peripheral learning(LPP). LPP links learning to participation within a community of practice. The
objective is not to acquire any specific knowledge, but instead to be granted
access to the community and its culture and language. As a newcomer learns the49formal and informal culture and values of the community, he becomes a legitimate
member. Essentially, he moves form peripheral to full participation.
Brown and Duguid (1991) further investigate organizational learning from acommunity perspective. They refer to canonical and non-canonical practice- which
are concepts similar to espoused theory and theory-in-use described in theprevious section. Canonical practice refers to adherence to formal rules andprocedures, while non-canonical refers to the informal routines that dominate day
to day procedures. Brown and Duguid warn against strict canonical focus as it
inhibits the problem-solving capabilities of the organization. They stress that it isunstructured dialogue, particularly through storytelling, that leads to innovationand problem solving.
Storytelling functions as a wisdom repository and is instrumental in the creationof new knowledge. This is closely linked to Levitt and March's concept of history
dependent learning where the interpretations of events (rather than the actual
events) are remembered and passed on. It is also somewhat reminiscent of
Nonaka's externalization process, when tacit knowledge is made explicit often
through the use of metaphor.
Garfield (2018) presents a number of principles concerning communities inorganizations, including:● They must be independent of organizational structure.
● They are not teams, sites, blogs, etc.; they are people who interact, andthey are based on topics.
● Community membership cannot be forced; it must be voluntary.
● Communities should span organizational, functional and geographic
boundaries.
● Communities require a "critical mass" of members.
● Communities must be nurtured.
The Implications to KM
Botha et al (2008) summarize the key factors regarding communities of practiceas follows:● Learning is a social phenomenon50

● Knowledge is integrated into the culture, values, and language of thecommunity● Learning and community membership are inseparable● We learn by doing and therefore knowledge and practice are inseparable.
● Empowerment is key to learning: The best learning environments are
created when there are real consequences to the individual and his
community of practice.
Management must understand the advantages, disadvantages, and limitationsof communities of practice. For example, because they are so loosely defined it
may be very hard to identify them when a problem needs to be solved- to resolve
this some companies today are mapping their communities of practice (Botha
2008). Another issue could be the problem of transferring and combining
knowledge across the firm. Due to the close ties to "doing" as well as the culturalelements, this may require innovative solutions- e.g. using temporary crossfunctional project teams that can leverage knowledge from different areas, apply
it, learn, and the redistribute the new knowledge back into the individual
members' communities.
All this should underline the importance of recognizing and supporting
communities of practice. Knowledge management (KM) initiatives and systems
must therefore be supportive, non-disruptive, and must not enforce canonicalpractice.

51

Organizational Cultureand Leadership

52

53

The Significance of Organizational Culture
In this article I will look at organizational culture and its impact on KM processes.
The other article in this section s leadership and the learning organization, as
outlined by Peter Senge.
What is Organizational Culture?
The social elements of knowledge that have been underlined in previous
sections are at least partially dependent on organizational and community culture.
Organizational culture determines values and beliefs which are an integral part ofwhat one chooses to see and absorb (Davenport & Prusak 2000). It includes ashared perception of reality, regarding how things are and how things should be.
Furthermore, community and group culture determine the willingness andconditions for knowledge sharing with other members of the organization.
Knowledge, and knowledge sharing, are thus inseparable from organizational
culture.
Wellman (2009) essentially describes culture as "the way it is around here." To
illustrate the perseverance of organizational culture he presents an interesting
allegory which I will summarize below:“Put five apes in a cage. Then dangle a banana from the ceiling of that cage andplace a ladder under it. Whenever an ape attempts to climb the ladder to reach thebanana, spray all of them with cold water. After a few times, the apes willassociate climbing the ladder with being sprayed with cold water. One can now
turn off the cold water.
Then, replace one of the original apes with a new one. This new ape willundoubtedly try to get to the banana, but if he tries he will be attacked by theothers. He will have no idea why this is so but will soon learn that he must notclimb the ladder. Next replace yet another ape. When he approaches the ladder all
the apes will attack him. One of these apes has no idea why he may not climb the54

ladder, but he participates in the punishment enthusiastically. Soon the new ape
will also learn not to climb the ladder.
In this way, one can continue until all the original apes are replaced. At thisstage, none of them know why they must not climb the ladder, but none will do so,
and all will attack anyone that tries. All of this because "that's the way it has
always been around here."
Strange as it may seem, this kind of cultural learning can be identified time andagain in real world organizations. Wellman points out that at times this can bebeneficial and detrimental. Hard wiring a reaction can push the organization into
action quickly against a perceived threat. The problem is that this "instinctive
response may be inappropriate for the current environment but may be triggered
nonetheless" (Wellman 2009).
All in all, organizational culture can be split into levels (Schein 1992):● Artifacts: These represent the visible elements such as processes,
structures, goals, climate, dress codes, furniture, etc. An outsider can see
them but may not understand why things are the way things are.
● Espoused values: The values espoused by the leaders. They most often are
grounded in shared assumptions (see below) of how the company should
be run. If there is a significant mismatch between the leadership espoused
values and this perception, the organization may be in trouble.
● Assumptions: These are the actual values of the culture. They refer to the(often tacit) views of the world itself (e.g. human nature). Again, theseassumptions should need to correlate at least to a certain degree to theespoused leadership values for the organization to function smoothly.
Organizational Culture and Knowledge Sharing
The importance of a knowledge sharing culture as an enabler for the transfer
and creation of knowledge is directly addressed by such authors as Bukowitz &Williams (1999), Davenport and Prusak (2000), and Gamble and Blackwell (2001).
In order to make knowledge management initiatives work in practice, theemployees within the firm must be willing to share their knowledge with others.
55

Leaders must understand the culture both on an organizational and community
level. While culture often exists on an organizational level, each community may
have its own norms, perspectives, and collective understandings. Their willingness
to share and to seek knowledge will be influenced by these collective views.
One major influence on a culture's knowledge sharing willingness is the issue ofreciprocity (Davenport & Prusak 2000). This refers to the individual's need toperceive a current or future return on the knowledge he chooses to share. This
could be in the form of direct compensation of some kind; it could be somethingintangible like enhancing the individual's reputation; but it can also be theknowledge that the favor will be returned the next time he requires assistance.
Finally, internal competition is yet another aspect of organizational culture that
may interfere with the knowledge sharing and knowledge creation process.
The Problems with Managing Organizational Culture
The problems with managing culture can be summed up as follows:● Culture reaffirms itself by rejecting misfits and promoting those thatadhere to the norms of the organization (Gamble & Blackwell 2001).
● Culture often consists of learned responses that are hard wired into theorganization. The actual events that sparked this "lesson" may be longforgotten (Wellman 2009). This is very similar to the concept oforganizational learning according to Levitt and March (1996) whichindicates that organizations are far more likely to remember
interpretations of events rather than the event itself.
● Culture contains falsehoods. Past lessons are applied often without
understanding them and their reasons for being.
All this makes organization culture extremely difficult to change and manage.
For more on this, see the section titled corporate culture change.

56

Leadership and "The Learning Organization"
The term "learning organization", not to be confused with organizational
learning, was popularized by Peter Senge. It describes an organization with an
ideal learning environment, perfectly in tune with the organization's goals. Such anorganization is a place "where people continually expand their capacity to create
the results they truly desire, where new and expansive patterns of thinking are
nurtured, where collective aspiration is set free, and where people are continuallylearning to see the whole (reality) together." (Senge 1992).
This subsection will focus largely on the work of Peter Senge, and it will serve asa basis for understanding:
1. The ideal organizational environment for learning, knowledge
management (KM), innovation, etc., as described through the term "thelearning organization".
2. The leadership qualities necessary for promoting and encouraging thisideal environment.
The Learning Organization
According to Senge, the learning organization depends upon the mastery of fivedimensions:
Systems thinking: The notion of treating the organization as a complex systemcomposed of smaller (often complex) systems. This requires an understanding of
the whole, as well as the components, not unlike the way a doctor should
understand the human body. Some of the key elements here are recognizing thecomplexity of the organization and having a long-term focus. Senge advocates theuse of system maps that show how systems connect.
Personal mastery: Senge describes this as a process where an individual strives
to enhance his vision and focus his energy, and to be in a constant state oflearning.

57

Mental models: "Deeply ingrained assumptions, generalizations, or evenpictures and images that influence how we understand the world and how we takeaction" (Senge 1990). These must be recognized and challenged so as to allow for
new ideas and changes.
Building shared vision: Shared vision is a powerful motivator. A leader's vision
does not necessarily become shared by those below him. The key here is to passon a picture of the future. To influence using dialogue, commitment, andenthusiasm, rather than to try to dictate. Storytelling is one possible tool that canbe used here.
Team learning: The state where team members think together to achievecommon goals. It builds on shared vision, adding the element of collaboration.
The Role of Leadership
Senge emphasized the role of the leader in the creation of this learningorganization. He defined three leadership roles (1990) that would reshape the oldfashioned approach to be the boss. These are:Leader as Designer: Senge likens this to be the designer of a ship rather than its
captain. He defined it in three ways:● Creating a common vision with shared values and purpose.
● Determining the "policies, strategies, and structures that translate guiding
ideas into business decisions."● Creating effective learning processes which will allow for continuous
improvement of the policies, strategies, and structures.
Leader as Teacher: The leader here is seen as a coach that works with themental models present in the organization. He must understand the (usually tacit)
concepts of reality and restructure these views "to see beyond the superficial
conditions and events [and] into the underlying causes of the problems."
Leader as Steward: This is the vaguest of the three and refers largely to theattitude of the leader. He emphasizes the importance of a leader that feels he ispart of something greater; whose desire is first and foremost not to lead, but toserve this greater purpose of building better organizations and reshaping the way
businesses operate.
58

The first two roles outlined by Senge shed a lot of light into the requirements ofeffective KM and organizational learning.

59Knowledge
Management Models

60

61

Building Knowledge Management Frameworks andModelsAt this stage we have had a look at the components and definitions that related
to knowledge management (KM). This section deals with knowledge management
frameworks and models. The old saying that a picture paints a thousand words isvery much applicable in this case. A good model can integrate various elements
and show relationships in a way that is much harder to do in writing.
But first, what are the components of a knowledge management framework? At
the most basic level, KM consists of the following steps:● Identification of needs● Identification of knowledge resources● Acquisition, creation, or elimination of knowledge relatedresources/processes/environments● Retrieval, application and sharing of knowledge● Storage of knowledge
It is important to note that none of these processes are independent and all ofthem are affected by countless factors. This is why knowledge management
frameworks are typically very different and can be presented in a wide variety ofways.
For instance, some models are sequential (as above), and seek to provide a
better overview at the expense of "realism". Other models display overlapping
processes in an attempt to simulate what actually occurs inside an organization.
The problem with the latter is that they are often hard to grasp and can only
convey limited information so as not to become incomprehensible. In thefollowing section I will provide examples of both.
Since KM is closely related or dependent on other disciplines (such as strategy,
information management, project management, etc.) and it is enabled by a wide
range of processes and systems, a model can become very complex indeed.
62

This is why there is no such thing as an integrated and fully detailed knowledge
management framework, i.e. one that captures all relevant aspects withappropriate detail. Each model must choose its focus and origin, as well as its
limitations.
There are essentially three questions that a knowledge management framework
may choose to answer:● What/How● Why● When"What/how" refers to the actual processes of knowledge management.
"Why" refers to an indication of the reasons behind using one method or theother.
"When" refers to the timing for using one method or another and is very closely
related to "why".
The latter two questions are usually tackled in more strategic oriented models
that take a broader perspective. What/how is usually dealt with in processoriented models that focus on an understanding of the tools available to the
manager. These kinds of models are generally more common particularly since therole of knowledge management can be defined far more narrowly than I havechosen to do on this site.
In the following section I will a few solid KM models dealing with all the aspects I
have discussed above. However, before I conclude, I will present a very usefulframework outlined by Botha et al (2008) titled the "knowledge management
broad categories".
You don´t know

Knowledge Discovery

Explore, research, create

You know

Knowledge Repository(Knowledge Base)

Knowledge sharing andtransfer

Knowledge you have

Knowledge you don’t
have
63Here, one can see the role of knowledge management from a broad perspective(very similar to the one adopted on this site), i.e. which includes more than justknowledge sharing/access/etc, but also new knowledge creation. These categories
provide a solid overview of the components of any knowledge management
framework focusing on the what/how question.

64

Three Knowledge Management Models
In this section I will explain three knowledge management (KM) models thattake three very different approaches to KM.

The KM Process Framework by Bukowitz and Williams (1999)

This KM model depicts the process that defines the strategy for management tobuild, divest, and enhance knowledge assets. It is a model that emphasizes the"why" and "when" aspects. The strengths of this model rest on its strategic focus,
which essentially puts knowledge management action into context. It is also worth65noting that the notion of "divestment" is included - something which is often
missing from KM models.
KM initiatives are the result of the response to tactical and strategic changes andneeds. The model provides a great overview of the strategy behind KM but it does
not include any deeper insight into what initiatives are suitable in a given instance.

The KM Matrix by Gamble and Blackwell (2001)
This KM model presents a general theoretical framework, as well as specificguidelines for implementation.
The KM process is split into four stages. First management must locate thesources of knowledge. Then they must organize this knowledge so as to assess thefirm's strengths and weaknesses and determine its relevance and reusability. Thisis followed by socialization, where various techniques are used to help share and66

disseminate it to whomever needs it in the organization. Finally, the knowledge isinternalized through use.
As all sequential models, the steps are not to be taken literally, but they doprovide an excellent overview of the role of the KM manager. However, one
limitation of this model is its focus. First of all, the overall strategic role outline by
Bukowitz and Williams is not included. Secondly, KM's role here is limited toknowledge sharing, omitting the processes of knowledge acquisition/creation anddivestment. This is a perfectly legitimate approach to KM where the focus is on the
sharing and retrieval of existing knowledge, but it does not fulfill the scope of theknowledge management definition outlined on this site.

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The Knowledge Management Process Model by Botha et al (2008)

This model attempts to offer a more realistic overview of the KM process. The
three broad categories overlap and interact with one another. Like Gamble &Blackwell, the focus is on managerial initiatives. Here too the strategic focus (the"when" and the "why" as opposed to the "what") is omitted. It is noteworthy that
this model does include the creation of new knowledge as a specific KM initiative.
The model further shows which of the three categories are more peopleoriented and which are more technology focused. Whether or not knowledge
sharing should be largely technology focused is certainly debatable and it issomething that I will address in future sections. However, for better or for worse,
this is largely how organizations tend to approach the issue i.e. as a technologicalrather than organizational and social challenge.
We have now looked at three models that take very different approaches to KM.
There is one other important aspect relating to KM that has not been directly dealt
68with by these models. I am referring now to the measurement of effects that lets
management know whether the implemented initiatives are achieving the desired
results. This is dependent upon data and information management but isparamount for future KM initiatives.
Based on these models, as well as on the topics discussed on this site so far, I
will present my version of an integrated knowledge management model.

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My Integrated Model
The integrated knowledge management model that I have created combines themain aspects of the topics discussed on this site into a model that focuses on thestrategic perspective. The integrated knowledge management model attempts tolink both process and strategy, while offering specific initiatives at different stages.
The model also outlines the relationship of information and information
management systems to knowledge management (KM).

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The integrated knowledge management model draws upon elements presented
by Bukowitz & Williams, Gamble & Blackwell, Botha et al, and Nonaka & Takeuchi.
It also includes the concept of organizational memory as defined earlier.
The dark gray elements represent KM initiatives, the yellow boxes represent
corporate strategy, while the teal boxes depict data and information systems andrepositories. The process is initiated from the tactical and strategic considerations,
illustrating the way KM strategy goes hand in hand with corporate strategy. The
non-bolded elements in the gray oval indicate the knowledge related processes
that go on within the organization as it operates, and which management
affects/enhances through its initiatives.
● Detect & Discover: Search for existing knowledge as well as hidden
knowledge within information and data.
● Organize & Assess: Organization and assessment of knowledge assets.
Knowledge is categorized, evaluated, and made easier to access (byproviding maps etc.).
● KM Tactical initiatives:
o Act - Reuse: If the firm can use existing knowledge to meet a tactical
opportunity or threat, the role of KM is to identify this knowledge andenable it to be used. This means that if it is required by a different
person/group, then KM is responsible for making it available to all
relevant parties.
o Knowledge reuse thus combines the previous points on detection andorganization with a new aspect: knowledge sharing.
o Act - Create/acquire: If the right knowledge resources do not exist, thefirm may create or acquire them, assuming the right processes andsystems are in place to support this. For example, the knowledge may
be acquired from partners if the right relationships are in place.
knowledge creation depends on the right internal environments thatallow for combination and conversion of knowledge assets.
o Failure to act: This is not really a KM initiative in itself, but it does havesome implications. In the event that a firm fails to act there is still alesson to be learned. Management must evaluate if this is something71that needs to be addressed in the future. This decision is fed back into
the loop, affecting future strategic choices.
● KM Strategic Initiatives:
o Invest: Support or implement. Here I refer to the organizational
structures, culture, knowledge retention, competencies, external
network, and systems that direct, affect, and/or enable the KM
initiatives discussed above in the long term. Strategic initiatives may, forexample, involve creating a knowledge sharing culture, restructuring thefirm, establishing a beneficial partnership, or implementing a new IT
system. If the right environment, system, etc. is already in place,management must make sure to continuously support it. It is important
to note that some of these do not fall solely within KM, and they are all
fields of study in their own right. However, in this case, we areinterested solely in the way these broader strategic initiatives shape thefocus and direction of KM in the long term.
o Divest: When knowledge assets become obsolete they need to be
removed. KM is responsible for maintaining relevant knowledge assets.
The differentiation between tactical and strategic initiatives should not be seen
as categorical, and in reality, projects and initiatives will often have mixed goals.
The integrated knowledge management model itself should be seen as
continuously looping, with new or modified knowledge and information being fed
into organizational memory and information repositories each time.
All processes are thus supported by information systems. They play animportant role in tracking progress and feeding that information back into thesystem. This way, each time the integrated knowledge management model is run,it is based on different information, understanding, knowledge, and circumstances
than the last time. As with all sequential models, none of this should be taken
absolutely literally.
Although this is called an "integrated" knowledge management model, it is notintended to be all-encompassing. Since KM is such a broad discipline, one could
continue to add elements until the model was so complex that it had no meaning.

72Conclusion
In this section and the preceding ones, I have looked at various KM models andpresented my version of an integrated knowledge management model.
Although not intended to represent all possible areas, the integrated knowledge
management model does cover the major requirements of a model as definedearlier. To recap, these are:● Identification of needs● Identification of knowledge resources● Acquisition, creation, or elimination of knowledge relatedresources/processes/environments● Retrieval, application and sharing of knowledge● Storage of knowledge
It also addresses (at least to some degree) the 3 main approaches to knowledge
management, also outlined in earlier sections, namely: what/how, why, when.
Finally, the model ties in information, strategy, and organizational memory,building on the work of past authors.
The following section will knowledge management processes and knowledge
management strategy in-depth. The section will be modelled after the categories
presented in this integrated knowledge management model.

73Knowledge
Management Processes

74

75

Introduction Knowledge Management Processes
This section will deal with the actual knowledge management processes. So far, I
have presented an introduction to knowledge management as well as several
frameworks. Now it is time to talk about the different processes and initiatives.
This section, as well as the subsequent one on knowledge management strategy,
will be structured according to the layout of the integrated knowledge
management model presented earlier.
Under the initiative referred to as "act", the integrated model outlines a seriesof knowledge management processes. They will be used as headings for thesubsections presented here and can be accessed through the menu on the left.
These are:
● Knowledge Discovery & Detection● Knowledge Organization & Assessment● Knowledge Sharing● Knowledge Reuse● Knowledge Creation● Knowledge Acquisition
These form the backbone of knowledge management processes as they outline
all aspects involved in the actual management of knowledge.
At the end of the section on knowledge management strategy, a subsection
titled knowledge management best practices will summarize all the aspects
discussed thus far.

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Knowledge Discovery and Detection
In this subsection, I will the knowledge management (KM) initiatives involved inknowledge discovery & detection.
This step deals with discovering the knowledge that a firm possesses all over theorganization, as well as the patterns in the information available that hide
previously undetected pockets of knowledge.
Once knowledge is created, it exists within the organization. However, before it
can be reused or shared it must be properly recognized and categorized. This
subsection deals with the former aspect, while the following subsection deals withthe latter.
● Explicit Knowledge: This is largely a process of sorting through documents
and other records, as well as discovering knowledge within existing data
and knowledge repositories. For the latter, IT can be used to uncoverhidden knowledge by looking at patterns and relationships within data andtext. The main tools/practices in this case include intelligence gathering,data mining (finding patterns in large bodies of data and information), andtext mining (text analysis to search for knowledge, insights, etc.).
Intelligence gathering is closely linked to expert systems (Bali et al 2009)
where the system tries to capture the knowledge of an expert, though theextent to which they are competent for this task is questionable (Botha et
al 2008).
● Tacit knowledge: Discovering and detecting tacit knowledge is a lot more
complex and often it is up to the management in each firm to gain anunderstanding of what their company's experts actually know. Since tacitknowledge is considered as the most valuable in relation to sustainedcompetitive advantage, this is a crucial step, a step that often simply
involves observation and awareness. There are several qualitative andquantitative tools/practices that can help in the process; these include
knowledge surveys, questionnaires, individual interviews, groupinterviews, focus groups, network analysis, and observation. IT can be used77

to help identify experts and communities. Groupware systems and othersocial/professional networks as well as expert finders can point to people
who are considered experts and may also give an indication of theknowledge these people/groups possess.
● Embedded knowledge: This implies an examination and identification of
the knowledge trapped inside organizational routines, processes, products
etc., which has not already been made explicit. Management mustessentially ask "why do we do something a certain way?" This type ofknowledge discovery involves observation and analysis, and the use ofreverse engineering and modeling tools.
It is important to note that the sources of knowledge that a firm has access to
may extend well outside the organization. This type of knowledge, which wasintroduced in the previous subsection on "Understanding Organizational
Knowledge" is called extra-organizational knowledge. This can exist in both formal
and informal settings. The former refers to management driven initiatives likepartnerships, while the latter refers to the informal networks of individual
members. We are interested in the former, which can be located and managed atleast to some degree. Gamble and Blackwell identify several such sources:● Alliances● Suppliers● Customers
At this stage, we are still only discussing knowledge discovery and detection, so
these relationships will not be explored in detail (see knowledge acquisition andexternal knowledge networks for more). Knowledge from alliances and partners
can exist in joint projects, shared knowledge/experts’ operational data and so on.
Suppliers and customers can provide product feedback, trends, developments etc.
Within their respective limitations, similar tools as above can be used to identify
the knowledge and/or knowledge sources.
IT can be used in this context both as a means of feedback, communication, andcooperation between partners, and also as a way to gather, analyze, and "mine"
data and information.

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Facilitating Knowledge Discovery and Detection
Useful to this process is the adoption of practices that make knowledge easier todetect. For example, teams could be asked to document aspects of their work witha certain language and presentation standard. Generalists could be used to helporganize this process, as well as to document the expertise of the individual teammembers (which can be used later to promote tacit knowledge socialization). A
rundown of how management should prepare knowledge in specific situations ispresented in the final segment of the Knowledge Reuse subsection.

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Knowledge Organization & Assessment
The idea that firms should categorize their knowledge assets is not a new one(Horvath 2000, Bukowitz & Williams 1999). In order to determine what resources,
they have at their disposal and to pin point strengths and weaknesses,
management needs to organize the knowledge into something manageable.
Knowledge organization involves activities that "classify, map, index, andcategorize knowledge for navigation, storage, and retrieval" (Botha et al. 2008).
Markus (2001) assigns the role of preparing, sanitizing, and organizing thisknowledge to a "knowledge intermediary". This may be a knowledge manager, or
it may also be the actual producer of the knowledge. The point is, that in order forknowledge to be shared (either for reuse in a business situation or as a tool forknowledge creation), it must be prepared in such a way that it can be identified,
retrieved, and understood by the knowledge user.
Explicit knowledge organization: IT is generally encouraged as a means oforganizing and retrieving (Gamble and Blackwell 2001, Botha et al 2008, etc.). IT
based systems use taxonomies and ontologies to classify and organize knowledge
and information (Bali et al 2009). These are categorization methods that create alogical, hierarchical knowledge map, allowing the user to navigate by category.
However, taxonomies are very expensive to create (Botha et al 2008). It is relevant
to note here that although explicit knowledge is not considered as valuable as tacitknowledge, due to its sheer volume, an effective method of classification andretrieval is often essential. Other tools include libraries and data marts (Gamble &Blackwell 2001).
Tacit knowledge organization: Use of focus groups, expertise guides, social
network analysis, and knowledge coordinators (Gamble and Blackwell 2001 andLiebowitz 2009). The role of the latter is to understand in which context the tacitknowledge was created. Expertise locators, such as corporate yellow pages, social
network analysis and other knowledge maps can be used to pinpoint the locationand categorize the valuable expertise of tacit knowledge sources (a.k.a. experts).
80

They can also shed light into how widespread certain tacit knowledge is, enabling
the firm to plan ahead for the retirement of key employees.
Embedded knowledge organization: Job/workplace design, workflow analyses
and performance measures (Gamble & Blackwell 2001) can be used to organize
and assess embedded knowledge. Mapping is also useful here, and knowledge
maps outlining embedded knowledge can be formulated under the guidance ofknowledge brokers (Horvath 2000).
Liebowitz emphasizes the determination of how important certain knowledge isto the organization. The two key factors to are knowledge severity or criticality andknowledge availability. The more critical the knowledge and the more unavailable
it is (e.g. if only one or a few experts exist and/or if they are near retirement age),the more attention this knowledge deserves.
Knowledge organization and assessment can seem like an expensive endeavor,
particularly since the return on investment is indirect. In other words, there is little
visible gain from meticulously classifying and organizing knowledge assets.
However, it is an important step in the knowledge management and reuseprocess. As discussed in the subsection on knowledge detection, the organization
can put systems in place that facilitate the detection and organization ofknowledge. These depend on the situation within which the knowledge wascreated, and the possible recipients. A closer look at this specific aspect ispresented in the recommendations segment of the knowledge reuse subsection.

81Act: Knowledge Sharing
As stated earlier, knowledge management is fundamentally about making theright knowledge or the right knowledge sources (including people) available to theright people at the right time. Knowledge sharing is therefore perhaps the single
most important aspect in this process, since the vast majority of KM initiatives
depend upon it. Knowledge sharing can be described as either push or pull. The
latter is when the knowledge worker actively seeks out knowledge sources (e.g.
library search, seeking out an expert, collaborating with a coworker etc.), whileknowledge push is when knowledge is "pushed onto" the user (e.g. newsletters,
unsolicited publications, etc.).
Knowledge sharing depends on the habit and willingness of the knowledge
worker to seek out and/or be receptive to these knowledge sources. The rightculture, incentives, and so on must therefore be present.
In the rest of this section I will discuss the concepts of knowledge sharing
according to the different types of knowledge. The role of IT will also be exploredand discussed from a general perspective.
Explicit Knowledge and Knowledge Sharing
Successful explicit knowledge sharing is determined by the following criteria(Bukowitz and Williams 1999):● Articulation: The ability of the user to define what he needs.
● Awareness: Awareness of the knowledge available. The provider is
encouraged to make use of directories, maps, corporate yellow pages, etc.
● Access: Access to the knowledge.
● Guidance: Knowledge managers are often considered key in the build-up ofa knowledge sharing system (Davenport & Prusak 2000, Gamble &Blackwell 2001). They must help define the areas of expertise of themembers of the firm, guide their contributions, assist users, and be
responsible for the language used in publications and other82communication material. This is so as to avoid an information/knowledge
overload.
● Completeness: Access to both centrally managed and self-publishedknowledge. The former is often more scrutinized but takes longer topublish and is not as hands-on (and potentially relevant). Self-publishedinformation on the other hand runs the risk of not being as reliable.
IT systems have proved extremely useful in aiding or performing many of thesefunctions.
Explicit Knowledge Sharing and IT
IT is useful in most stages of the knowledge sharing process, and it is used forcontent management as well as data and text mining (looking for hidden
knowledge, relationships, etc. within data and documents).
Content management systems are used to update, distribute, tag, and otherwise
manage content. They may include a wide range of functions, including web
content management and document management systems (which I consider
separately). They may be used to (based on Wikipedia entry):● Import and create documents and multimedia material.
● Identify key users and their roles.
● Assign roles and responsibilities to different instances of content
categories or types.
● Define workflow tasks. Content managers can be alerted when changes incontent are made.
● Track and manage multiple versions of content.
● Publish content to a repository to support access. Increasingly, therepository is a part of the system, incorporating search and retrieval.
Document management systems use numerous advanced indexing, searching,
and retrieval mechanisms (e.g. using meta data or content from the actual
document) to facilitate explicit knowledge sharing.
To take advantage of all of these functions, it is a foregone conclusion that thesystem was chosen and implemented appropriately. This aspect is discussed in thesection on knowledge management systems.
83All in all, IT is a very useful tool in the management of explicit knowledge andinformation. This is not to say that humans no longer play a part. They certainly
do, and knowledge and content managers are instrumental in ensuring that theknowledge is relevant, up to date, and presented correctly.

Can Explicit Knowledge Sharing Systems Yield Competitive Advantage?
For the actual storage and retrieval, there is very little disagreement on thevalue of IT as a means of sharing, sorting, and accessing explicit knowledge. Where
one does find disagreement is on the value placed on this function. KM andorganizational learning theorists have sometimes downplayed the value of explicit
knowledge and focused largely on tacit knowledge (Brown & Duguid, Cook &Brown 1999). However, it has also been argued that in a world where we have an
overflow of explicit knowledge and information, the ability to manage it, and thus
to provide continuous streams of relevant knowledge and information, can be asource of competitive advantage in itself (Maier 2002, Botha et al 2008). The latterview appears to be gaining support, although one important point should beconsidered: explicit knowledge management systems are quite transparent andtherefore fairly easy to replicate. This means that they cannot be the source ofsustained long term competitive advantage (Jackson et al 2003).
All this being said, in most cases, implementing a solid system that enables
explicit knowledge sharing is crucial for the following reasons:● Not doing so would almost certainly become a source of competitive
disadvantage (for lack of a better word).
● They may well provide a short-term advantage, which may be extended
through continuous improvements and new technologies.
● With proper care, such systems will also play a limited role in the sharing of
tacit knowledge, as will be discussed in the next section.

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Tacit Knowledge Sharing
Sharing tacit knowledge requires socialization. This can take many different
forms. Davenport & Prusak (2000) outline a few relevant factors:● Informal networks, which involve the day to day interaction between
people within work environments are considered very important● Unlike the formalized structure of the firm, these networks span functions
and hierarchies. They are therefore difficult to identify and monitor.
● Management should support these networks by providing the means forcommunication. Japanese firms have created talk rooms where employees
can engage in unstructured, unmonitored discussions. A specific location isuseful but not mandatory - this process also occurs in cafeterias etc.
Management must simply provide the means for employees to foster
informal networks and "trade" tacit knowledge.
● Management must also understand the value of chaos. This refers to thevalue of unstructured work practices that encourage experimentation andsocial interaction. Within a more chaotic environment, individuals are
given the freedom to solve problems creatively and, in so doing, must tap
into and evolve their social networks. This is closely linked to the notion oftheory in use vs espoused theory. The value of less structured work
environments is also well known within innovation management.
Codification of tacit knowledge is difficult and sometimes outright impossible.
There will often be a resulting knowledge loss (Bukowitz and Williams 1999,
Davenport & Prusak 2000). Often, it is much more reasonable to simply externalize
the sources of tacit knowledge rather than the knowledge itself (Davenport &Prusak 2000). This means that often it is better for experts to externalize what
they know rather than how they know it. The main role of KM then becomesmaking sure that experts can be found so that tacit knowledge can be passed on
through practice, mentoring, and networking (socialization), and that the firm
supports and encourages the networking that is necessary for these functions tooccur.
To share tacit knowledge requires a culture conducive to this type of sharing.
Furthermore, knowledge managers (generalists that understand the types of85knowledge that exist in the communities) must be used to locate and translateknowledge elements, thus facilitating their integration into other communities.
This endeavor is very much about people and managing organizational culturechange.
Tacit Knowledge Sharing and IT
It is important for tacit sharing of knowledge to be people focused. However,increasingly, IT systems are becoming useful in this area as well. They can support
interaction between people that are not in the same location and some tools aredesigned to capture unstructured thoughts and ideas. The important factor toremember is that tacit knowledge cannot always be made explicit (and may lose
some of its richness in the process). Therefore, IT systems should not attempt orpretend that they can carry out this process, but instead act as an important
support to existing practices.
IT can be useful as a forum for externalization of tacit knowledge. For example,
groupware systems that support brainstorming can help in the codification process(Botha et al 2008). Online discussion databases and forums can also be sources ofexternalized knowledge (Botha et al 2008), although the richness of thisknowledge should be questioned.
While IT is crucial for information management, it is important not to confuse
information with knowledge. Using IT to move tacit knowledge is difficult sinceknowledge represents the shared understanding and the sense making that isdeeply rooted in the social practice of the community. The focus for the successful
sharing of tacit knowledge must be on social interaction, problem solving,
mentoring, and teaching, and IT systems must be used to support these processes
intelligently.
IT's contribution to OL therefore depends on its fit to the social context of thecommunities. Technology must not be seen as the superior solution and should
not be used to structure organizational practice (at most to supplement it). Thereis also the danger that IT may limit the participation of some members of thecommunity. It may make it more difficult for individuals to become accepted86members of the community by limiting socialization channels. The challenge is toextend the reach of communication without sacrificing reciprocity in regard toknowledge sharing or socialization.
During KM's boom at the turn of the century, IT-driven KM initiatives turned out
to be a major pitfall. Today you still see a divide between technologically-centric
views and people-oriented approaches (Bali et al 2009). Increasingly however, IT isbeing recognised for its ability to provide support to sound KM initiatives, withinknowledge sharing, creation, etc. In different capacities, IT should be regarded as a
critical tool (though not as the initiative itself).
The role of IT for tacit knowledge sharing can thus be summarized as follows:● As an expert finder: To locate the source of the tacit knowledge throughsystems like corporate yellow pages.
● As providing support in the socialization of tacit knowledge: If IT systems
support varied, formal and informal forms of communication then they canhelp tacit knowledge sharing by supporting teams, projects, communities,
etc. Functions like being able to attach notes to documents, or videoconferencing can support work environments over long distances to somedegree. It is important not to replace existing socialization functions with
IT; instead socialization should be enhanced and extended between people
who would otherwise be unable to participate.
● As providing some support in the externalization of tacit knowledge:
Through groupware applications that support the codification process,discussion forums etc. However, not only is this aspect limited, but
externalization itself is only rarely feasible.
Embedded Knowledge Sharing
As a reminder, embedded knowledge refers to knowledge locked in products,
processes, routines, etc.
Embedded knowledge can be shared when the knowledge from one product orprocess is incorporated into another. Management must understand whatknowledge is locked within those sources, and they must transfer the relevant

87parts into a different system. To do this, Gamble and Blackwell advocate the useof:● Scenario planning: The practice of creating a set of scenarios andhypothesizing how they might unfold by drawing upon the perspectives ofexperts, the firm's knowledge asserts, and so on. For more on this see here
http://www.valuebasedmanagement.net/methods_scenario_planning.html● After action reviews: "is a structured review or de-brief process foranalyzing what happened, why it happened, and how it can be done
better" (Wikipedia).
● Management training
Embedded knowledge could theoretically be transferred as is, simply by testing
the effects of procedures or design features transferred from one area to another.
However, often it will have to be made explicit, or partially explicit, at least to the
responsible managers. This way they can hypothesize the effects that embedded
knowledge has in a given situation and use simulation and experimentation to
implement it in a new area.
Beyond the knowledge mapping functions described in the subsection onorganization and assessment, IT's use is usually more indirect. It can be used as
support in the design of simulations, experiments, and product design, and it canalso provide modeling tools used in reverse engineering of products. However,these tools are not typically considered as being knowledge management systems
and are thus beyond the scope of this website.
One direct role of IT systems is as an embedded knowledge repository where
procedures, guidelines, etc. are stored and retrieved. If implemented properly,with the IT system complementing rather than disrupting existing processes andculture, then it can support practices and routines, and eventually become anembedded knowledge artifact in its own right.

88Conclusion
To facilitate knowledge sharing, KM must understand the requirements of theusers, as well as the complexities and potential problems with managing
knowledge and knowledge sources. Very broadly speaking, management must
therefore implement the right processes, frameworks, and systems that enableknowledge sharing. They must also foster a knowledge sharing culture that
ensures that these investments are fully utilized.

For explicit knowledge, seven issues have been identified that KM must
consider, these are: articulation, awareness, access, guidance, completeness. IT
has been identified as a key component of this type of knowledge sharing,facilitating and lowering the cost of the storage, access, retrieval, and variety of
explicit knowledge.
Tacit knowledge sharing depends on socialization and practice. KM must offer
the means for this to take place by providing the right forums (primarily physical,
but also virtual), supporting networks and communities, and accepting
unstructured work environments. Generalists, known as knowledge managers,
should be used to gain an understanding of the location of knowledge sources andto bridge the gaps between communities and networks.

89

In order to support the transfer of tacit knowledge, KMS must support thesocialization functions, while at the same time not enforcing strict managerial
practices/routines/hierarchies/etc. One of its roles is as an expert finder, and it canalso help in the direct transfer of tacit knowledge through the support of rich andvaried methods of communication, which preferably include informal
communication channels.
Embedded knowledge sharing is a process whereby embedded knowledge ispassed on from one product, routine, or process to another. Several tools havebeen described that can help management understand the effects of embedded
knowledge and help in its transfer. These were: scenario planning, after action
reviews, and management training.

90Act: Managing Knowledge Reuse
In previous subsections, I have identified how knowledge is identified,organized, and shared. These issues were discussed from a broad perspective,
relevant to both knowledge reuse and knowledge creation (as will be discussed
later). In this subsection, I will look at the specific situations involved in knowledge
reuse and discuss the different managerial challenges. At the end I summarize thefindings and present recommendations.
In this subsection I will focus primarily on the explicit and tacit knowledge
distinctions as defined in the subsection on the different types of knowledge.
Three Roles for Knowledge Reuse
First, a quick overview of the knowledge reuse process, and some usefuldefinitions. Markus (2001) identifies three roles in the reuse of knowledge:● Knowledge producer: The original creator of the knowledge● Knowledge intermediary: The one who packages and prepares theknowledge so that it may be stored, retrieved, and shared. This may
involve any number of functions such as indexing, categorization,
standardizing, publishing, mapping, etc.
● Knowledge consumer: The person who is the recipient and user of theknowledge in question.
As Markus points out, these three functions may involve different people, orthey may all be done by the same person. e.g. knowledge reuse by a person
accessing the documented (explicit) research of someone in a different part of theorganization requires that the producer created the documents, that either he orsomeone else prepared them so that they may be understood and retrieved, andthat the knowledge consumer retrieved and used it. In other words, the roles werefilled by two or three people and the process included explicit knowledge captureand sharing across the organization. Alternatively, in another scenario someone
may want to use their own documentation later on. This process involves just one
91person in all three roles and the only function performed is capturing theknowledge in a way that will allow retrieval at a later point.
I would add that for tacit knowledge, the role of intermediary could be definedas the expert himself - since he must present the knowledge (through practice andsocialization) in a useable way to his student, team mates, etc. It may also fallupon the person who identified this expert and made it possible for others toreach him, e.g. if a knowledge manager creates an expert profile for publishing on
the intranet; this way, the knowledge manager creates an explicit account of what
the expert knows rather than promoting externalization of the knowledge itself.
To sum up, someone has to produce the knowledge, someone has to make thisknowledge available, and someone has to search for and use this knowledge. Thisimplies not just the capability, but also the willingness to share, to search, and to
retrieve.
Knowledge Reuse Situations
Fruchter and Demian (2002) identify two very general types of knowledge reuse:● Internal: Where the knowledge producer uses his own knowledge at somefuture point.
● External: Where the knowledge consumer uses someone else's knowledge.
The authors point out that the latter has a much higher failure rate forreasons that include the loss of contextual knowledge and information,and knowledge that is not properly captured due to the costs involved. A
more detailed framework is offered by Markus (2001) who identifies fourknowledge reuse situations. These are defined below, drawing also upon
the work of Timbrell and Jewels (2002) who found support for Markus's
work through their study. The recommendation segments also draw uponsome of the issues discussed under knowledge-sharing, as well as some of
my own insights.
● Shared Work Producers: People working in teams producing knowledge
for their own reuse. They are closest in knowledge-distance. They generally
will have a good understanding of what they need and where to find it(including both documents and experts). Knowledge reuse will however be92harder within cross functional teams. Markus also warns that the rationale
for the decision making is often forgotten. They need knowledge about
how/what/why it was done, what improvements could be made.
● Shared Work Practitioners: People who perform similar work in different
settings (e.g. same position in different locations). Knowledge is produced
for someone else's use. Defining the knowledge needs is usually easy, as islocating the right experts within the network (which is used frequently).
Basically, they need to know how to do something or why somethingworks.
● Expertise-Seeking Novices: People who seek out knowledge they do notnormally work with. They are furthest in knowledge-distance. They havegreat difficulty "defining the questions, locating and judging, the quality of
the knowledge sources, and applying the expertise." (Timbrell & Jewels
2002).
● Miners Secondary Knowledge: People who try to find knowledge in work
produced in different contexts, so as to apply it in other situations. The
knowledge and context of the consumer may be very different to the
producer. The main challenge here is defining the question. Often requires
complex search algorithms which are hard to create (such as those usedwithin text and data mining).
Problems and Recommendations for Managing knowledge reuse
In the article above, I presented several situations of knowledge re-use that havedifferent advantages, disadvantages, and requirements. I also discussed some
general issues that affect the process of reuse.
Drawing upon the work thus far, and bringing in the knowledge sharing issues
discussed in the previous subsection, the managerial issues regarding knowledge
reuse can be summarized as follows:● Cost: The time and money necessary to organize, package, store, andretrieve the knowledge. This is particularly true in the cases when tacitknowledge is externalized into explicit knowledge such as documents. A
great deal of cost is associated with capturing context (something that isoften impossible) and with preparing the document for retrieval. Even with93

IT, the latter includes categorization, summarizing, use of metadata, etc.
Content management is also necessary to check language andpresentation, and also to keep the repositories relevant and up to date.
The cost associated with the re-use of tacit knowledge involves setting up
the right circumstances for it to take place e.g. teams, mentoring, teaching,projects, etc., as well as the systems that support communication andexpertise location.
● Specific requirements of specific individuals and groups: Presented in
Markus's four roles above. Management must be aware of the different
requirements and support each situation accordingly. Articles onknowledge reuse are still dominated by IT theories which focus largely onorganizing, presenting, and retrieving explicit knowledge. Again, I draw thereader's attention to the importance of socialization and informal
networks, which serve as the backbone of the sharing of rich tacitknowledge (expertise). Below I present the recommendations for each reuse category, drawing again on the work of Markus (2001), on theknowledge sharing principles outlined in the previous subsection, as well
as some of my own insights.
● Shared work producers, recommendations: For explicit knowledge, try tomaintain context; pay attention to indexing, categorization, and othersearch related functions; document rationale behind the knowledge. For
cross-functional teams assign a generalist to bring the knowledge together
and to ensure consistency. For tacit knowledge support communicationand informal networks (e.g. between former team members). For crossfunctional teams, use the generalist to help define non-codified tacit
expertise with individual team members. Record this expertise together
with the individual team roles.
● Shared work practitioners, recommendations: If explicit, decontextualize
knowledge and provide all relevant information regarding indexing,
searching, and relevance. Use knowledge push to make potential
recipients aware of it. For tacit knowledge, create the right situations forsocialization, e.g. teamwork, projects, informal communication, etc. Use IT
as an expertise locater and communication support but understand its
limitations in tacit knowledge transfer.
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● Expertise-seeking novices, recommendations: For explicit knowledge
decontextualize knowledge but support recontextualization in the context
used by the novice. For both knowledge types, try to codify the contents of
the knowledge source e.g. by defining the content of a document or theknowledge of an expert. Provide awareness training. For tacit knowledge
do as for shared work practitioners.
● Miners Secondary Knowledge: Record context information such as
metadata. Provide relevant training regarding knowledge, data, andinformation repositories, as well as analysis and search techniques.
Implement IT systems that match the needs of the consumer e.g. data
mining and analysis tools, text mining tools, etc.
● Willingness: Both to package knowledge on the part of the producer or toseek it out on the part of the consumer. This brings us back to issues like
culture, which promote knowledge reuse and knowledge sharing. The
cultural aspect will be dealt with in the section on organizational culturechange.

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Act: Knowledge Creation
The ability to create new knowledge is often at the heart of the organization's
competitive advantage. Sometimes this issue is not treated as part of knowledge
management since it borders and overlaps with innovation management (Wellman2009). Since I chose a broader knowledge management definition, I very muchregard it as a part of the process, and I will refer (albeit superficially) to sometheories that pertain to innovation.
Knowledge creation according to the Nonaka's SECI model is about continuoustransfer, combination, and conversion of the different types of knowledge, as
users practice, interact, and learn. Cook and Brown (1999) distinguish between
knowledge and knowing and suggest that knowledge creation is a product of theinterplay between them. The shift in condition between the possession ofknowledge and the act of knowing - something that comes about through practice,action, and interaction- is the driving force in the creation of new knowledge.
Furthermore, in order for this interplay to be most fruitful, it is important tosupport unstructured work environments in areas where creativity and innovation
are important.
Knowledge sharing, and knowledge creation thus go hand in hand. Knowledge iscreated through practice, collaboration, interaction, and education, as thedifferent knowledge types are shared and converted. Beyond this, knowledge
creation is also supported by relevant information and data which can improve
decisions and serve as building blocks in the creation of new knowledge.
Managing Knowledge Creation
The role of management in the knowledge creation process is thus as follows:
To enable and encourage knowledge sharing: On the tactical side, as describedin the previous subsection, management must understand where and in whatforms knowledge exists. They must then provide the right forums for knowledge tobe shared. For tacit knowledge this implies a particular emphasis on informal
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communication, while for explicit knowledge this implies a focus on a variety of IT
systems. On the strategic side (to be discussed in-depth later), management must
create/design the right environments, processes, and systems that provide themeans and willingness for it to take place.
To create a suitable work environment: This includes the notion of creating aninterplay between knowledge and knowing. It implies offering relevant courses
and education, but most importantly allowing new knowledge to be createdthrough interaction, practice, and experimentation. Botha et al (2008) point to theimportance of shared experiences in the knowledge creation process when dealing
with tacit knowledge, and the need for an environment where these can beformed. March (1988) discusses how our cultural norms often stifle innovation andnew knowledge creation. He advocates environments where we recognize that
goals can be created through action, where intuition is accepted and valued, andwhere experience is nothing more than a theory. These concepts bring us back to
the concept of theory in use (referring to work environments that do not follow
strict, "official" rules and procedures), and the acceptance and support ofenvironments that allow brainstorming, trial and error, and unstructured
interaction.
As an example, from innovation theory, one can refer to the practice of
establishing teams to solve problems, unhindered by the bureaucracy that may
exist in the firm. Peters (1988) refers to the value of chaos and the advantage ofsmaller, fast-acting teams. One common alternative is the use of cross-functional
project teams. These are usually a group of experts from different parts of theorganization, led by a "generalist" project leader. If these teams are allowed thefreedom to experiment and work in an autonomous, or virtually autonomous
environment, it can be a great catalyst for innovation and new knowledge
creation. Then, once the task is complete, the members return to their role in theorganization, helping to spread this knowledge back into their own community ofpractice. The project team itself can also facilitate the creation of bridges between
communities of practice, and at times may even serve as a way to extend them.
Variations of this concept can be seen in several places in innovation theory,
notably in Nonaka and Takeuchi's self-organizing project teams in the hypertext
organization.
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To provide systems that support the work process: These can be groupware
systems that facilitate communication or brainstorming. However, they must notinterfere with creative processes or communities of practice or enforce rigidorganizational practices (espoused theory).
To provide knowledge workers with timely, relevant information and data. In
today's fast paced environment this is virtually synonymous with theimplementation of IT systems which can store, retrieve, organize, and present
information and data in a helpful way.
IT and Knowledge Creation
The use of IT is very much the same as it is for knowledge sharing, allowing forsome degree of support in the transfer of all knowledge types. One important
aspect is that it must support, and not interfere with, informal collaboration. For
example, groupware systems can be used to enhance communication between
communities or teams, particularly if they support varied (e.g. video, audio, text according to the needs of the individual firm), informal communication.
Apart from this, IT also has an important role through information management,by providing access to data and information, and allowing the manager to perform
in-depth analyses. More than that, IT systems can also be programmed to spot
trends in data and information and present that to the manager. This essentiallyenables the manager to make better decisions and aids knowledge creation by
providing some of the building blocks for new knowledge.
IT tools can also be used in the innovation process (e.g. tools used in the actual
product design), but these are outside the scope of knowledge management.
Conclusion
In conclusion, knowledge creation depends upon the mechanisms described in
the subsection on knowledge sharing, combined with the ability to put knowledge
into practice in an environment which supports interaction and experimentation.
The creative process is a delicate one, and it is easily ruined by strict adherence torules and regulations, or by bureaucracy. Similarly, IT systems must be98

implemented with care (as discussed above), and not attempt to replace processes
vital to knowledge creation.

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Knowledge Acquisition

Knowledge acquisition refers to the knowledge that a firm can try to obtain fromexternal sources. External knowledge sources are important, and one should
therefore take a holistic view of the value chain (Gamble & Blackwell 2001).
Sources include suppliers, competitors, partners/alliances, customers, and external
experts. Communities of practice can extend well outside the firm.
Knowledge acquisition is a topic that could fill books and extend well outside theknowledge management (KM) focus. For this reason, detailed descriptions of how
to manage external relationships are beyond the scope of this topic. However,since KM is inextricably linked to corporate strategy, an overview of the options
available to the organization will be helpful to understanding the full potential KM
role.
This subsection will discuss the knowledge available from the different sources,
and the managerial issues that must be considered. In the subsection titled"External Knowledge Network", I will tie this back to the overall strategic level andlook at the process behind external knowledge acquisition.
The main sources are of knowledge acquisition are:
Customers
Customer knowledge comes in different forms. Gerbert et al (2002) identify
three different types:● Knowledge for customer: The knowledge that the customers can gain inorder to satisfy their knowledge needs. It can include product, market, andsupplier knowledge. It can be sourced from our company or from otherexternal sources like other customers and competitors (Zanjani 2008).
● Knowledge about customer: The kind of knowledge that enables us toknow the customer better, to understand their motivations, and to address
100them better. Includes requirements, expectations, and purchasing
activities.
● Knowledge from customer: The kind of knowledge that deals withproducts, suppliers, and markets. It can be used to improve our products
and services.
These three categories apply to actual knowledge acquisition as well as to dataand information, which can be processed and used to create knowledge (Zanjani
2008); e.g. data on purchasing habits could be analyzed to create knowledge that
could improve marketing or design decisions.
Knowledge sharing is thus important, although it may take many different forms
depending on the area of business. KM is particularly important for B2B
relationships where the buyers are usually more prominent (i.e. either buy many
products or buy expensive products) and the products are more likely to becustomized to the needs of the customer. This can, and often should result in acloser relationship with more detailed communication and feedback, where thecustomers are involved as partners when discussing modifications andimprovements (Gerbert et al 2002).
Some possible KM initiatives thus include:● Collecting feedback● Collecting and processing marketing related information● Collecting suggestions● Involvement in development/design
Effective acquisition of customer knowledge is dependent on customer
relationship management. IT can be used in this context both as a means ofcollecting feedback and enhancing communication and cooperation between
partners (the principles of knowledge sharing apply here within the confines of thespecific relationship). It is also useful as a way to gather data and information
regarding sales, trends, feedback, and so on, which can then be used to create newknowledge within the organization.

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Suppliers
Chan (2009) presents a classification for supplier knowledge based on theconcepts outlined by Gerbert et al (2002) regarding customer knowledge. Theseare:● Knowledge for suppliers: This is the knowledge that suppliers require andincludes "production needs and forecasts, inventory, products, customers,
and markets" (Chan 2009).
● Knowledge about suppliers: This is knowledge that is used to understandhow the supplier can match the requirements of the organization; provide
insight regarding quality, delivery, defects, financial risks etc.
● Knowledge from suppliers: This refers to the knowledge that suppliers
have gathered from their dealings with the organization.
The KM initiatives and the role of IT are similar to the ones presented in thecustomer segment, with the organization now taking on the role of customer.
Knowledge acquisition in this case also includes data and information which can beprocessed and used as building blocks for new knowledge creation.
Gamble and Blackwell (2001) refer to compatible goals, cultural alignment, andleadership commitment amongst the key factors for sustained, productive, longterm relationships.
Competitors
This deserves mention, but it is a fairly straightforward aspect of KM. It simply
involves collecting, organizing and presenting the data, information, andknowledge that the firm has acquired in such a way that one can search, retrieve,
and analyze it. Some of this falls within the scope of information management, but
it is particularly the process of using these components to create better decisions
and new knowledge that is of interest here.
IT systems are very useful in this case, since the sources are largely explicit andpresumably require frequent updating and manipulation. Data mining andanalysis, document management systems with suitable search functions, andexpert systems are most relevant here.
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Partners/alliances
Alliances intended to increase knowledge are a valuable potential resource.
However, these must be properly managed. Key success factors include fostering
trust, learning from your partner, and effectively managing the creation ofknowledge relevant to both parties. Knowledge transfer can be facilitated bypersonnel exchanges, common projects and other forms of regular interaction,technology sharing, etc. (Gamble & Blackwell 2001). Focusing on informal
communication, collaboration, and socialization is of paramount importance forvaluable tacit knowledge acquisition and for extending communities of practicebeyond the firm's borders.
Chan (2009) once again formulates a set of knowledge types based around thework of Gerbert et al (2002):● Knowledge for partners: Knowledge which satisfies their needs, including"knowledge about products, markets, and suppliers" (Chan 2009).
● Knowledge about partners: Knowledge acquisition focused onunderstanding the ability of partners to perform their role in therelationship. Includes distribution channels, products, services, etc.
● Knowledge from partners: The knowledge that partners have accumulated
from dealing with the organization.
IT can be used in this case very similarly to the way it is used inside theorganization for knowledge sharing and knowledge creation (including
data/information analysis) - in other words supporting communication,
collaboration, experimentation, expertise location, analysis tools, etc. The exact
system has to fit the nature of the relationship and the business model.
What is of particular importance in this case is to safeguard the system so that
only that knowledge which the firm is willing to share becomes available. In the
80s, joint ventures between American and Japanese firms often resulted in alopsided endeavor favoring the latter, since the Japanese were far more willing tolisten, and the Americans were far more willing to talk. It is important toremember that the goal here is two-way learning; that a relationship will not lastforever; and that a partner today may be a competitor tomorrow. KM must103

therefore be very aware of what knowledge is being shared, and the IT systems
must reflect this policy.
Merges & Acquisitions
This aspect deserves mention, but as a general discipline it is well beyond thescope of this paper. Dealing with mergers and acquisitions (M&A) is an extremelycomplex task that has led to numerous failures. Within the scope of knowledge
acquisition, the area related to KM is how to pass on the most amount of relevant
knowledge from the previous two organizations to the new, combined firm.
Very broadly speaking there are a couple of roles where KM efforts shouldfeature heavily once the target has been acquired:
To identify the valuable/redundant knowledge sources in the target
organization: This is a very difficult process since it involves understanding of thetarget company's tacit and embedded knowledge locked within people,
communities, processes, networks, procedures, etc. One of the major causes offailure in M&A is that during the restructuring process, key people are let go by
mistake or key communities are disrupted. The old adage that the company should
be seen more like a living organism than a machine holds very true here.
To combine this (relevant) knowledge with the organization's knowledge
assets to achieve synergy: This is the essence of many M&A; the notion that thewhole should be greater than the sum of its parts. Integrating acquired companies
is a difficult task, heavy on people management and the creation of a common
culture. It is hard to say how much of this falls within KM specifically, and there
certainly are no universal rules on this topic. Fundamentally, the same principles
on knowledge sharing, reuse, and creation apply here, with a particular focus on
culture, networks, and incentives, within a different and potentially hostileenvironment.
Other expertiseThis refers to the other sources of external knowledge available to a firm andincludes hiring new personnel or acquiring the services of consultants.
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The role of KM in these cases is to make sure that the right knowledge isacquired. Essentially the process has two parts, on the one hand the strategic andtactical requirements of the firm must be taken into account, and on the otherthese must be compared to the knowledge assets of the organization.
If external services are acquired from consultants or other temporary service
providers, KM must work together with strategic management to determine if thisknowledge is worth integrating into the firm by assessing the need to reuse it in
the future vs the cost of transferring it into the organization. If it is deemed as
something that should be integrated, then the right learning situations must be
established to transfer the knowledge into the firm. These could be mentoring
relationships, use of project teams that include organizational members, courses
and education, etc.

105Knowledge
Management Strategy

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107

Introduction to Knowledge Management Strategy
While the knowledge management processes section dealt with the generalways knowledge can be managed, this section tackles long-term knowledge
management strategy. Strategic investments represent the company’s
choices/options so as to enable and enhance the processes outlined earlier (e.g.
knowledge sharing) and to offer help define which knowledge is relevant (i.e. inline with strategic objectives) and which is not.
This section is based on the strategic part of the integrated knowledge
management model, which includes:● Knowledge management strategic initiatives:● Invest: Support of existing structures, competencies, knowledge retention
mechanisms, culture, external network, and knowledge management
systems● Invest: Implement changes to structures, competencies, knowledge
retention mechanisms, culture, external network, and knowledge
management systems● Divest: Remove obsolete knowledge
The articles that follow are based solely on the points under "invest". Based onthat we arrive at the following headings:● KM and Organizational Structures● KM and Organizational Culture● KM and Knowledge Retention● KM and Core Competencies● KM and External Knowledge Network● KM and Knowledge Management Systems● Summary: Knowledge Management Best Practices
As many of you might realize, many of the strategic initiatives deal with aspects
that extend into different branches of management. I will endeavor to stick to thescope of this subsection and, for the most part, limit my discussion only to aspects
relevant to knowledge management strategy. Furthermore, at all stages of the108

following discussion on knowledge management strategy, I will also refer todifferent knowledge types and to IT systems, whenever necessary. However, thesubsection dealing with knowledge management systems will be the first that
focuses specifically on IT. It will discuss the general implementation issues, leading
to the subsequent section that looks at some specific systems and tools.
At the end, I will present a summary of all the conclusions andrecommendations made throughout this section and the one on knowledge
management processes, in a subsection titled Knowledge Management Best
Practices. This will serve as a way to provide a quick overview of knowledge
management strategy and could be read on its own by readers who are notinterested in a more detailed account.

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Invest: Managing Organizational Structures
This discussion deals with the physical and non-physical divisions and barriers
that influence the way knowledge management (KM) operate. By "organizational
structure", I refer to the layout of the company itself and also to the various bodies
that exist within it.
It is important to note that many elements within this topic stretch well outside
our focus, and volumes could be written on it alone. The focus here will be only on
the general elements that are directly related to KM.
Types of Organizational Structures
Organizational structures deal with the way the firm is organized, and the way
people relate to one another. Broadly speaking, there are two types oforganizational structure, namely formal and informal. These two concepts are notindependent, and the formal structure may greatly influence informal networks,
both positively and negatively.
Formal: The official structure of the organization, which is normally displayed onan organizational chart, and which denotes the hierarchical relationships between
members of the firm. It is beyond the scope of this site to offer a discussion on thevarious formal organizational structures. However, there are a few things that are
relevant to KM:
1. The formal organizational structure must not be so rigidly enforced so as tostifle informal structures such as communities of practice, whereknowledge sharing, and creation may take place. It is the knowledge
manager's job to understand the knowledge dynamics of the organizationand to recognize how the formal and informal structures coexist.
2. The formal organizational structure, particularly in a larger firm withseparate departments, will impact knowledge flows. There is no set
structure that is best, since most have advantages and disadvantages
depending upon the business type, firm size, etc. However, studies seem to110indicate that flatter, decentralized structures are more effective for KM(Choi & Lee 2000, Claver-Cortés et al 2007, Chen & Huang 2007). This also
makes sense logically, since knowledge flows would be less hindered insuch a structure.
Implementing changes to formal structures can thus mean restructuring theorganization, but it can also mean enforcing existing structures to a lesser orgreater degree.
Informal: The unofficial organizational structures are the ones that are createdthrough informal networks, as a result of working within the organization. They
represent the way people actually interact. Brown and Duguid (1992) advocatedlooking at the firm as a community of communities. Increasingly, the value ofthese informal structures is being understood, and the knowledge manager must
learn to identify and support these networks. This process is closely related to KM,
since knowledge flows and repositories (particularly tacit) are dependent uponthese structures. KM therefore must play a central role in their management,
including identification of the structures and the knowledge they hold,
implementing changes, bridging gaps between communities, and so on.
Unfortunately, implementing changes to informal social networks is difficult
without running the risk of disrupting them. There are however several ways thatmanagers can influence social networks:● Generalists (sometimes referred to as gatekeepers) can be used to identify
communities and their expert know-how, and to help coordinate activities
such as cross-functional projects.
● Project teams and other teamwork can serve as a means to bridge the gap
between communities.
● Common physical meeting areas can allow communities to grow andflourish.
● Virtual socialization and people finders can support communities ofpractice.
● Common vision, goals, ideals, social gatherings etc. and a climate of trust
can serve as a way to lessen the distance between organizational members
and communities.
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Invest: Corporate Culture Change
The concept of organizational/corporate culture has already been discussed in aprevious subsection. I will therefore keep my introduction to the subject to aminimum, and instead focus almost exclusively on corporate culture change.
Organizational culture represents the way things are done in an organization,encompassing the values, beliefs, and attitude that generate a common
framework for interpreting events.
Knowledge sharing, and thus all aspects related to knowledge management(KM), depend upon organizational culture. Trust is a particularly important issue,
since workers need to feel secure that they are not jeopardizing themselves byengaging in knowledge sharing. In order for proper cooperation to take place,management must create a culture where knowledge sharing is seen as beneficial
for the individual as well as the organization. Managing corporate culture change
is therefore at the very core of KM and organizational learning processes.
Defining and Mapping Organizational Culture
Johnson (2001) presents a model called the cultural web (see below), outlining
the various components of organizational culture.

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The paradigm: The set of assumptions shared and taken for granted by theorganization.
Rituals and Routines: These represent "the way we do things around here".
They point to what is valued and include behaviors that are taken for granted as
being correct.
Stories and myths: The organization's folklore that passes on the common
perception of past events, thus reinforcing beliefs and passing them on to
newcomers.
Symbols: All the symbolic elements of the firm, including titles and dress codes.
Control Systems: Systems that are designed to promote certain activities by
rewarding correct behavior and monitoring performance.
Org. Structures: The formal structure of the organization, as explained in thesubsection on organizational structures (though in this case it is considered solely
in regards to its influence on culture).
Power structures: The more powerful groups are also most likely to be involved
in shaping the paradigm. A big problem arises when "the main targets for change
are also those who hold the power." (Bali et al 2009).
Johnson (2001) advocates culture mapping according to this framework so as toassess the culture as a whole and be able to determine its compatibility withstrategy.
Managing Corporate Culture Change
Wellman (2009) presents a series of leadership roles that will help facilitate
corporate culture change towards a knowledge friendly culture:● Acknowledge the existence and influence of organizational culture: It mustbe brought into the open so people can see and understand how it affects
activities● Have a clear and persistent vision of what the culture should be and ofwhat changes need to be applied: This vision must be understood bymanagement at all levels and spread across the organization.
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● Consciously manage culture: Wellman suggests the using healthassessments and employee surveys to evaluate progress and direction.
Expanding upon this, one might add the use of incentives (whatever issuitable within that particular organization) and of using managers asintermediaries between different cultures within the organization.
Management must strive to create a culture where knowledge sharing isperceived as beneficial to the whole and also to the individual. In otherwords, through shared vision, incentives, etc. they must foster an
atmosphere of trust to ensure that individuals have faith in the principle ofreciprocity. They must also bridge cultural differences that exist between
different communities and power structures within the organization.
Gardner presents a somewhat more concrete approach to corporate culturechange. He states that it is dependent on redefining the assumptions that shape
the common understanding, or in other words the paradigm. It thus involves
introducing "anomalies" that present a reality that cannot be true under the old
assumptions. As more and more anomalies are presented, people will eventually
abandon old beliefs and frames of understanding and eventually be willing to
adopt new ones.
No matter what, corporate culture change is a difficult process that is likely tomeet significant resistance. Its stubbornness is due in part to the fact that it ishistory dependent, woven into everyday practice, and used as socializing
mechanism for newcomers (Beitler 2005). However, as Beitler argues, despite all
the hurdles, managing culture simply must be done.

114

Invest: Knowledge Retention
Knowledge retention involves capturing knowledge in the organization so that it
can be used later. In a previous section on organizational memory, Walsh andUngson (1991) defined five knowledge repositories, namely individuals, culture,transformations (i.e. procedures & formalized systems), structures (e.g. formal andinformal networks), and external activities. This is where knowledge can exist or beretained in an organization. In this section, we are interested in the managerialside, so as to answer the question: How can management promote the retentionof (crucial) knowledge?
Most often, one hears of knowledge retention in the context of losing key
employees and using techniques such as exit interviews to try to capture theirknowledge. In reality, knowledge retention should be integrated into how theorganization operates and start well before a key employee is about to depart.
Although it is considered crucial for long term organizational success, few
organizations have formal knowledge retention strategies (Liebowitz 2011).

115

A knowledge retention strategy as a part of knowledge management (KM) will
identify the knowledge resources that are at risk and must be retained, and thenimplement specific initiatives so as to keep these resources in the firm. Like mostother KM-related processes and strategies, success depends upon successful
knowledge sharing and having a knowledge sharing & learning organizational
culture.
Apart from the more general knowledge sharing initiatives that a firm may use e.g. support of formal & informal knowledge networks (social areas, social media,
meetings, company functions, knowledge fairs, expertise locator, etc.), changing
the organization culture, etc. - examples of tools & techniques which can be used
specifically for knowledge retention include (adapted from Smith 2007, Liebowitz
2009, and Liebowitz 2011):● Implementing reward structures to encourage sharing of key knowledge.
● Use of project teams and cross-functional project teams.
● After-action reviews.
● Storytelling.
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● Mentoring programs & job shadowing.
● Interviews & exit interviews.
● Job rotation.
● Company procedures/processes manuals.
● Taking advantage of the knowledge of retirees.
Knowledge Retention Strategy
Doan et al (2011) identify three basic questions that must be asked when
considering knowledge retention:● What knowledge may be lost?
● What are the organizational consequences of losing that knowledge?
● What actions can be taken to retain that knowledge?
Expanding upon these questions, one can outline several concrete steps
necessary in the formulation of a knowledge retention strategy:
Step 1: Understand your risk factor: Liebowitz (2011) identified the following
risks:● he average age of your employees is high
● The company has placed insufficient focus on:o knowledge captureo mentoring program
o employee training and development● Information is difficult to find or is often misplaced.
● There is little informal communication in the organization.
● Many knowledgeable employees are leaving the organization.
Step 2: Understand which knowledge is critical and focus on this (Corney 2018)(read more about this under Knowledge Organization & Assessment)
Step 3: Formulate a strategy using the pillars of knowledge retention (Liebowitz
2009 & 2011): Knowledge retention consists of a wide range of tools, some easyand some hard to implement. Liebowitz identifies four categories which
encompass all the initiatives within knowledge retention. These are:
● Recognition and reward structure: Management has the choice to use
either intrinsic motivators (i.e. which make the job itself more satisfying,117

such as praise or recognition) or extrinsic motivators (i.e. which offer
benefits unrelated to the job, such as money) (Gamelgaard 2007). These
must take organizational as well as national cultural factors into account(Gamelgaard 2007), but overall the most effective and longer lasting
appear to be intrinsic motivators (Gamelgaard 2007 & Liebowitz 2009).
However, a combination of both is usually the way to go.
● Bidirectional knowledge flow: Establishing a two-way system of knowledge
capture, where knowledge is not only passed down from the senior
employee to the junior employee, but also vice versa.
● Personalization and codification: Personalization refers to connecting
people and includes tools such as mentoring, jon rotation, knowledge fairs,
communities, and so on, while codification includes tools like after action
reviews, various knowledge repositories, lessons learned systems, etc.
(Liebowitz 2009).
● The golden gem: Bringing back important retirees in various capacities.
This includes rehire programs, consultancy, part-time work, temporary
jobs, etc. (Corporate Executive Board 2005). Using a phased retirement
system (e.g. leave of absence – part time work – casual rehire) can also
help to slowly lose a key employee and to gradually transfer all his key
knowledge to the organization (Corporate Executive Board 2005).
Success Factors and DOs and DON'Ts of KR
Doan et al (2011), following a comprehensive review of knowledge retention
literature, arrive at the following key success factors:● Top management support● Knowledge retention strategy● Learning culture● Human resource practices (since knowledge resides in people, knowledge
retention is closely linked to HR practices including recruitment, education,
rewards, and performance management)● Information and communication technology tools
Similarly, Corney (2018) outlines some basic DOs and DON'Ts of knowledge
retention:
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● Do not capture "just in case". This leads to repositories of unused
information.
● Make sure that you are focusing on capturing Critical Knowledge, i.e.
knowledge that the organization would struggle without.
● When departures occur, offer them the chance to "leave a legacy" in analumni network.
● Make sure that knowledge retention and capture is the "way we do things
around here" and that it is part of any work process and at all stages of theemployment cycle.

119Invest: Knowledge Management and Core
Competencies
The knowledge management definition presented earlier, involved the reuseand creation of relevant knowledge. The word relevant links knowledge
management (KM) to the concept of organizational core competencies. Onceagain, the challenge here is to discuss this subject without diverging too much into
related topics that are not directly relevant to KM.
Core competencies: Definitions vary greatly. The term was originally coined byPralahad and Hamel (1990) who defined it as "the collective learning of theorganization, especially how to coordinate different production skills and integrate
multiple streams of technologies". Since then it has been defined in multiple ways,
but very generally, core competencies refer to the firm's primary expertise, which
is a source of sustained competitive advantage. Arriving at a more precise
definition is not necessary for our purpose here. Suffice it to say, that these are
key capabilities, which, from the resource-based perspective of the firm, are theprimary drivers of innovation and competitive advantage.
Core competencies thus have a large knowledge component, and managing
them is, in the very least, a product of corporate strategy working with KM andinnovation management. This simplified model has strategy dictating the overall
direction, KM managing the knowledge dynamics, and innovation management
turning core competencies into profitable core products. To understand the role of
KM let us look at a brief overview of how core competencies are managed:
1. Identifying and assessing core competencies: The firm should map out its
key competencies, possibly linking them directly to specific core products.
Then, an evaluation must take place, assessing what one has vs. what one
needs to have (as determined by strategy and the competitiveenvironment). KM is responsible for identifying where the key knowledge
is located, including the tacit expertise and knowledge embedded in
products, routines, etc., as well as identifying knowledge gaps.
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2. Sustaining core competencies: Organizational core competencies, like allknowledge assets, have the virtue of improving rather than depreciating
through use. Conversely, lack of use will lead to erosion of any skill set. The
role of KM here is twofold, on the one hand, it must keep stock of the stateof key knowledge assets and, on the other, it must leverage key knowledge
assets across the organization.
3. Building core competencies: Building new core competencies involves aninterplay between knowledge, practice, coordination, and refinement.
Knowledge assets must be built, enhanced, combined, and coordinated in
an environment that supports experimentation and improvement. Buildingcore competencies can be a complicated endeavor since sustainedcompetitive advantage is derived from assets that are hard to imitate(Dierickx and Cool 1989). From a KM perspective, this implies the buildup
of specific tacit knowledge and expertise (i.e. uncodified knowledge that is
generally more valuable, and inherently more difficult to copy andtransfer), often across multiple departments or functions.
4. Unlearning core competencies: Organizations have a habit of trying tokeep doing what they have always been doing. Unlearning a competency
when it is no longer useful is one of the key aspects of a successful firm,
and history is riddled with examples of companies that have failed to do
so. In the process of unlearning, KM again plays an important role byidentifying and managing the firm's knowledge assets in the right direction.
This may be done through re-training, restructuring, creating new
knowledge flows, external knowledge acquisition, outright removal, etc.
The specific dynamics of the processes of knowledge creation, knowledge
acquisition, knowledge sharing, and knowledge reuse, which are central to the
management of core competencies, have been discussed earlier. The purpose ofthis section is to emphasize that KM is not just a collection of individual initiatives.
The buildup of skills and competencies, involving the coordination of multiple KM
disciplines with other organizational functions, must often be managed according
to long-term strategic goals and coordinated across the organization.

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Invest: Managing the External Knowledge Network
Having explored the dynamics of knowledge acquisition from external sources, I
will now briefly look at the role knowledge management (KM) has in the broader,long-term process of building an external knowledge network. Once again, I wantto underline that this presentation is only intended as a broad overview of thepotential roles of KM and will not go into any detail on specific topics such as
customer or supplier relationship management.
In the previous subsection, the major potential external knowledge sourceswere identified as:● Customers● Suppliers● Competitors● Partners● Mergers & Acquisitions
Each of these categories offer a different set of potential knowledge, as well as
different challenges in the acquisition process.
Without looking specifically at KM, the general steps for extending the external
knowledge network are as follows:● Identification of potential partner/target: This would depend largely on thecorporate strategic goals assessed against the perceived benefit of thepotential partners.
● Evaluation of potential partner/target: This process is particularly
important for high investment ventures like mergers and acquisitions or
joint ventures. The process would be driven by the estimated contributionof the target (this includes knowledge and core competencies but also
potentially other assets), the estimated cost of establishing therelationship, and the estimated cost of acquiring similar knowledge fromother sources (including building it in-house). The word "estimated" plays a122

key role here, since the information required to make accurate decisions isoften hard to come by.
● Establishing the relationship/acquisition of target: The process of actually
establishing cooperation/acquisition. For customer, supplier, or competitor
relationships this may involve setting up procedures, rules, and intentions
regarding the nature of the relationship and the things that will bereported or shared. For mergers and acquisitions it could take any numberof forms and may include defining a new structure, integration into acommon locale, merging corporate cultures/identities, and so on.
● Knowledge transferal/integration: The actual processes that are put inplace to gather and use the knowledge and know-how from therelationship/acquisition. These may involve reporting procedures,
feedback mechanisms, common IT systems, common projects etc.
The role of KM in building the external knowledge network would thus be to:● Provide all the relevant information regarding internal knowledge assets:
This includes identifying what the firm has, what it does not have, and thecosts associated with building new knowledge.
● Help in the evaluation process: help evaluate the potential value anddifficulty to integrate of the knowledge that the firm expects to acquire.
● Encourage knowledge sharing & integration: On the one hand it could
involve working with top management so as to devise the best procedures
and systems relating to knowledge transfer. On the other, it could involve
introducing incentives, systems, managing organizational culture change,
etc. that facilitate, support, and encourage knowledge sharing.
● Gather, integrate, and share relevant external knowledge and information:
Managing the knowledge transfer process so as to ensure that theknowledge is relevant and that it is available whenever and wherevernecessary. Analyzation of data and information so as to provide thebuilding blocks of new knowledge.
As one can see, KM plays a supporting role in all areas and is instrumental in thelearning process. Its importance will be greater the more knowledge intensive theindustry and nature of the relationship.

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Due to the complexity of these topics and the vastly different managerial
requirements, I will end this discussion with just these general considerations.

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Invest: Knowledge Management Systems
The issue of knowledge management systems has probably always been themost discussed and debated topic within knowledge management (KM). However,in modern KM, few people would disagree with the notion that knowledge
management systems are an absolutely critical part of a KM initiative.
On this site, I have considered the impact of IT in all the knowledge management
strategy subsections, with particular emphasis on its role in knowledge sharing.
From this point on, the discussion will be organized as follows:● This subsection will discuss the theoretical implementation of knowledge
management systems and its impact on the organization.
● The section titled "KM Tools" will look at some of the main categories ofsystems available.
What are Knowledge Management Systems?
Knowledge management systems refer to any kind of IT system that stores andretrieves knowledge, improves collaboration, locates knowledge sources, mines
repositories for hidden knowledge, captures and uses knowledge, or in some otherway enhances the KM process.
If my explanation above makes the definition of these systems seem vague, thatis because there is no consensus as to what constitutes a knowledge management
system, much like there is no consensus regarding KM. Furthermore, since KM is
involved in all areas of the firm, drawing a line is very difficult.
James Robertson (2007) goes as far as to argue that organizations should noteven think in terms of knowledge management systems. He argues that KM,
though enhanced by technology, is not a technology discipline, and thinking interms of knowledge management systems leads to expectations of "silver bullet"
solutions. Instead, the focus should be determining the functionality of the IT
systems that are required for the specific activities and initiatives within the firm.

125However, with proper implementation, IT systems have become a criticalcomponent of KM today.
For the purpose of this site (intended to be useful for those people that do
search for terms like knowledge management systems), I will break these down
into the following general categories (adapted from the work of Gupta and Sharma
2005, in Bali et al 2009):● Groupware systems & KM 2.0● The intranet and extranet● Data warehousing, data mining, & OLAP
● Decision Support Systems● Content management systems● Document management systems● Artificial intelligence tools● Simulation tools● Semantic networks
These categories will cover the vast majority of the systems that people would
normally associate with a KM system.
Problems and Failure Factors
Too often, the effects of technology on the organization are not given enoughthought prior to the introduction of a new system. There are two sets ofknowledge necessary for the design and implementation of a knowledge
management system (Newell et al., 2000):
1. The technical programming and design know-how
2. Organizational know-how based on the understanding of knowledge flows
The problem is that rarely are both these sets of knowledge known by a single
person. Moreover, technology is rarely designed by the people who use it.
Therefore, firms are faced with the issue of fit between IT systems andorganizational practices, as well as with acceptance within organizational culture(Gamble & Blackwell 2001).

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Botha et al (2008) stress the importance of understanding what knowledge
management systems cannot do. They point to the fact that introducing
knowledge sharing technologies does not mean that experts will share knowledge- other initiatives have to be in place.
Akhavan et al (2005) identify several additional failure factors including: lack of
top management support, organizational culture, lack of a separate budget, andresistance to change.
Building upon all this, and incorporating previously discussed elements, failure
factors of knowledge management systems are as follows:● Inadequate support: managerial and technical, during both
implementation and use.
● Expecting that the technology is a KM solution in itself.
● Failure to understand exactly what the firm needs (whether technologicallyor otherwise).
● Not understanding the specific function and limitation of each individual
system.
● Lack of organizational acceptance, and assuming that if you build it, they
will come – lack of appropriate organizational culture.
● Inadequate quality measures (e.g. lack of content management).
● Lack of organizational/departmental/etc. fit - does it make working in theorganization. easier? Is a system appropriate in one area of the firm but
not another? Does it actually disrupt existing processes?
● Lack of understanding of knowledge dynamics and the inherent difficulty intransferring tacit knowledge with IT based systems (see segment on tacitknowledge under knowledge sharing).
● Lack of a separate budget.
Promoting Acceptance and Assimilation
According to Hecht et al. (2011) the process of successful implementation has
three stages: adoption, acceptance, and assimilation. Based on recognized models
and theories, the authors identified three comprehensive sets of factors affecting

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these three elements. The resulting model organized the KMS implementation
factors into the following categories:● Adoption:● Influenced by design: Innovation characteristics, fit, expected results,
communication characteristics.
● Not influenced by design: Environment, technological infrastructure,resources, organizational characteristics.
● Acceptance● Influenced by design: Effort expectancy, performance expectancy.
● Not influenced by design: Social influences, attitude towards technologyuse.
● Assimilation:● Influenced by design: social system characteristics, process characteristics.
● Not influenced by design: Management characteristics, institutional
characteristics.
Step 1: KMS Adoption
Some of the key factors identified by Hecht et al (2011) are: characteristics,
commercial advantage, cultural values, information quality, organizational
viability, and system quality. To promote KMS adoption:● Start with an internal analysis of the firm.
● Evaluate information/knowledge needs & flows, lines of communication,communities of practice, etc. These findings should form the basis ofdetermining the systems needed to complement them.
● Make a thorough cost-benefit analysis, considering factors like size of firm,
number of users, complexity of the system structure, frequency of use,
upkeep & updating costs, security issues, training costs (including ensuring
acceptance) etc. vs improvements in performance, lower response time,
lower costs (relative to the previous systems) etc.
● Evaluate existing work practices and determine how the systems will
improve - and not hinder - the status quo.
● One very interesting rule of thumb presented by Botha et al (2008), is that"the more tacit the knowledge, the less high-tech the required solution".
For example, expert knowledge is often best supported by multimedia
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communication technology and by expert finders. Beyond that, it is abouthuman interaction and collaboration.
Step 2: KMS acceptanceSome of the factors outlined by Hecht et al. (2011) include: anxiety, ease of use,
intrinsic motivation, job-fit, results demonstrability, and social factors. Promoting
acceptance can be improved by:● Involve the users in the design and implementation process when possible(Liebowitz 1999).
● Involve the user in the evaluation of the system when applicable (Liebowitz
1999).
● Make it as user friendly and as intuitive as possible (Frank 2002).
● Support multiple perspectives of the stored knowledge (Frank 2002).
● Provide adequate technical and managerial support.
● Use product champions to promote the new systems throughout theorganization.
Step 3: KMS Assimilation
Some of the factors identified by Hecht et al. (2011) include: knowledge barrier,management championship, process cost, process quality, and promotion ofcollaboration. Assimilation can be improved by:● Content management (Gamble & Blackwell, 2001): In order for the system
to remain useful, its content must be kept relevant through updating,revising, filtering, organization, etc.
● Perceived attractiveness factors (Gamble & Blackwell, 2001): This includes
not only the advantages of using the KMS, but also of management's ability
to convince users of these advantages.
● Proper budgeting: i.e. planning expenses and implementing a KMS that iscost efficient.
● Focus on collaboration. In particular, consider the adoption of enterprise
2.0 / KM 2.0 systems, which by design promote collaboration while
generally being inexpensive and often quite popular.
● Management involvement: The system must be championed bymanagement at all levels.
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Naturally, these factors do not apply to all systems. Some are fairly
straightforward and accepted in today's society (e.g. email). However, the strategic
implications of implementing knowledge management systems that significantly
aim to change the way things are done in the organization requires properconsideration and careful planning. Moreover, with the evolution of systems tobetter support different facets of KM, they should be regarded as a criticalcomponent in the implementation of the discipline.

130Summary: Knowledge Management Best Practices
This section offers an overview of the main points discussed thus far in theknowledge management processes and knowledge management strategy sections.
First, let us take a step back and look at the enablers of knowledge management(KM). According to Botha et al (2008) these are:● Culture: One which is supportive of knowledge management, and theprocesses it implies - particularly knowledge sharing.
● Infrastructure: Support systems, teams, structures, and collaboration.
● Measures: Developing a process and design for managing change.
● Technology: Can offer great advantages, particularly with the managementof explicit knowledge, as a collaboration tool, and as an expert locator.
However, technology should not be misused – it is just one importantcomponent of a KM strategy.
According to the authors, these aspects are what make KM possible. For
instance, KM initiatives implemented in a company with a competitive culture thatshuns knowledge sharing are doomed to fail from the start. I would not go as far as
to call technology an enabler, but it is an important aspect nonetheless and an
unavoidable part of any modern knowledge management best practices.
With this in mind, I will now recap the main KM processes. The knowledge
management best practices summary below will cover all the categories
mentioned above.
Determining the Organization's Knowledge and Know-how● Knowledge Discovery and Detection: Refers to the processes of identifying
existing knowledge sources, as well as discovering hidden knowledge indata and information. This knowledge resides both inside the organizationand externally, in customers, suppliers, partners, etc.
o Explicit knowledge: Document management, intelligence gathering,data mining, text mining etc. IT is useful/crucial in this respect.
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o Tacit knowledge: Includes tools/practices such as knowledge surveys,
questionnaires, individual interviews, group interviews, focus groups,
network analysis, and observation. IT has a more indirect role here.
o Embedded knowledge Includes observation, analysis, reverse
engineering, and modeling tools to identify knowledge stored withinprocedures, products, etc.
● Knowledge Organization & Assessment: The process of mapping,categorizing, indexing, and evaluating organizational knowledge assets.
o This is heavily supported by IT, which can use complex categorization
and retrieval mechanisms to organize knowledge assets in multiple
ways.
o Tacit (embodied) knowledge: This is done through the use of focus
groups, expertise guides, and knowledge coordinators (Gamble &Blackwell 2001).
o Embedded knowledge: Tools include job/workplace design, workflow
analyses and performance measures (Gamble & Blackwell 2001)
Practical Knowledge Management Best Practices● Knowledge Sharing: Perhaps the most important process in KM, it plays adeterminant role for both knowledge reuse and knowledge creation. The
factors below summarize the key considerations with the exception ofcultural issues, which are discussed further down.
o Explicit knowledge: Depends on articulation of needs, awareness ofknowledge, access to knowledge, guidance in the knowledge sharing
process, and completeness of the knowledge sources (Bukowitz &Williams 1999). IT systems and content management are extremely
important in this process.
o Tacit (embodied) knowledge: This depends on socialization, particularly
within informal networks. Culture is particularly important in this area.
Tacit knowledge can rarely be effectively codified without losing theessence that makes it so valuable to begin with, so the focus should beon supporting work relationships. IT has a secondary supporting role in132

this context, primarily as an expert finder and as offering support in thesocialization process (e.g. through groupware applications).
o Embedded knowledge: Use of scenario planning, after action reviews,
and management training (Gamble & Blackwell 2001). IT has a role inmapping, modeling, creating simulations, and as an embedded
knowledge repository.
● Knowledge Reuse: Involves three roles, the knowledge producer,
intermediary, and consumer (Markus 2001), which are involved in creating,preparing, and actually reusing the knowledge. Two keys elements here
are culture and cost - particularly relating to tacit knowledge (whereindexing the source rather than the knowledge itself is often more viable).
Markus identifies four reuse situations:o Shared work producers
o Shared work practitioners
o Expert seeking noviceso Miners of secondary knowledge● Knowledge Creation: This process depends upon knowledge sharing (asdefined above), collaboration, and access to relevant information and data.
Cook and Brown (1999) suggest that knowledge creation is an interplay
between knowledge and knowing, or in other words, putting knowledge
into practice. The role of management in this process was identified as:o Enabling knowledge sharing: As above
o Creating suitable work-related environments: The focus here is on
unstructured work environments where experimentation, trial anderror, and theory in use are promoted. Self-organizing, semi- or fullyautonomous project teams are identified as one useful tool in thisendeavor.
o Providing access to collaborative IT systems: Groupware applications
can be used for this purpose. These must support and not interfere with
the ideal work environment.
o Providing access to relevant data and information: From information
systems, data warehouses, data mining, etc. These can act as building
blocks in the knowledge creation process.
133● Knowledge Acquisition: The firm can acquire knowledge externally from
customers, suppliers, competitors, partners, and mergers. The role of KM
varies in each process (as does the type of available knowledge), but at its
core its function is to establish the right channels to transfer relevant
knowledge from existing partnerships into the firm, and to integrate thisknowledge as best as possible. To do so, KM can use a wide range of tools
including:o Common IT systems
o Common projects
o Interaction and socializationo Involvement of partners in certain organizational processes (e.g. design)o Cultural alignment (for mergers or joint ventures)o Setting up the right incentive systems
o Identifying and protecting crucial knowledge assets: when suchknowledge should not be shared with a partner
Strategic Knowledge Management Best Practices:● KM and Organizational Structures: Two types were defined: formal andinformal.
o Formal structure: These will interfere with KM if very rigidly enforced.
The choice of structure, and the physical division of the firm, will also
affect knowledge flows. Studies seem to show that decentralized
structures seem to be best for KM (Choi & Lee 2000, Claver-Cortés et al
2007, Chen & Huang 2007).
o Informal structures: The firm should be perceived as a community
consisting of a collection of communities (Brown & Duguid 1992).
Management can affect these through the use of project teams,
teamwork, social functions, etc.
● KM and Organizational Culture Change: This must be recognized andmanaged carefully and deliberately. By introducing anomalies thatchallenge the accepted premises of organizational culture, management
can influence organizational members to abandon certain aspects in favorof others (Gardner 1997). Use of incentives and common vision and goals
134are also effective tools. One of the most important goals is to create aculture where knowledge sharing is perceived as beneficial rather thandetrimental to the individual.
● KM and Knowledge Retention: Knowledge retention is the part of KM thatis concerned with making sure that important knowledge assets remain in
the firm over time, e.g. when key employees leave the firm or retire.
Formulating a knowledge retention strategy depends upon understanding
which knowledge is important, which knowledge is at risk and what it takes
to keep this knowledge in the organization. Depending upon its knowledge
retention strategy a firm may choose to implement one of many initiatives
and tools including reward structures, mentoring, interviews, and utilizing
knowledge from retirees.
● KM and Core Competencies: The management of core competencies
consists of four processes: identifying, sustaining, building, and unlearning.
KM plays a key supporting role throughout this process by:o Identifying what the firm knows, and what its main expertise is.
o Leveraging knowledge assets across the organization.
o Building the right know-how and expertise to match strategic
requirements.
o Isolating and removing/changing obsolete knowledge.
● KM and the External Network: As mentioned before, external knowledge
sources include customers, suppliers, competitors, partners, mergers, etc.
KM plays a role in the assessment of potential partners, by helping todetermine what the organization knows, what it needs to know, and the best
ways of getting that knowledge. It is also a key element during thecooperation process to ensure that the right knowledge is transferred andintegrated into the organization.
● KM and Knowledge Management Systems: This very ambiguous category ofsystems refers to most systems used in the sharing, discovery, and creationof knowledge. Failures are generally due to an over reliance on technology, alack of understanding of the limitations of these systems, improper fit withorganizational practices, lack of acceptance, etc. Proper implementation
implies paying attention to:135

o Organizational fit: Carry out internal assessment of needs and work
practices, cost-benefit analysis, etc.
o Organizational acceptance: by involving the user in the design andimplementation, through managerial and technical support, and withproduct champions, etc.
o Continued use: A function of perceived attractiveness factors and content
management (Gamble and Blackwell 2001).
This concludes the summary of knowledge management best practices. KM is aprocess that spreads throughout the organization. Its scope is difficult to define,and its effects are hard to measure - e.g. how do you determine the ROI on a
discipline designed to subtly improve most aspects of the organization?
Nonetheless, if properly implemented, it is a worthwhile investment that will
promote efficiency, learning, innovation, and competitive advantage.

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Knowledge
Management Tools by
Category (IT Based)

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138

Introduction to Knowledge Management Tools
In this section, I present an overview of the IT-based tools and systems that canhelp knowledge management (KM) fulfill its goals.
The scope of this section is to provide the reader with an overview of the types
of KM tools available on the market today and to gain an understanding of what
their role is in the KM process. This is the most important step, since there are
literally thousands of options to choose from. However, in the future, I intend toalso take a look at some actual KM tools and present a few reviews.
To recap, I have dealt with KM tools throughout the section on tacticalmanagement initiatives, outlining its role in knowledge discovery, organization,
sharing, etc. In the section on knowledge management strategy, I presented anarticle on knowledge management systems implementation, where I stated that IT
based tools, for the most part, fall into one of the following categories (adaptedfrom Gupta and Sharma 2005, in Bali et al 2009):● Groupware systems & KM 2.0● The intranet and extranet● Data warehousing, data mining, & OLAP
● Decision Support Systems● Content management systems● Document management systems● Artificial intelligence tools● Simulation tools● Semantic networks
For now, in the subsections that follow, I will discuss the first six KM tool
categories on this list, as well as any other (sub)categories that may be relevant.
Simulation tools is too broad a category for the scope of this site, and artificial
intelligence systems are of questionable usefulness and are outside my area ofexpertise. However, in the (not too near) future, I do plan to add a segment on
semantic networks and artificial intelligence.
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A quick note on artificial intelligence: While there was much excitement about
this a few years ago, to my understanding, it has not lived up to its expectations(yet). Expert systems for example, designed to capture human decision-making
and to make the correct decisions in certain circumstances, have not been so
successful due to constantly changing requirements (Botha et al 2008). For moreon this, research topics such as neural networks, intelligent decision support
systems, and expert systems.
Again, I would like to remind the reader that KM is about managing people,
culture, and organizational practices & structures. However, in conjunction withsound practice, KM tools are invaluable at providing support to KM initiatives andat facilitating interaction, exchange of ideas, locating experts, and storingknowledge in both structured and unstructured forms. While it can be said thatthese tools were not absolutely necessary when KM peaked at the turn of the lastcentury, today they are a necessary competitive advantage within knowledge
sharing.
If IT is used right - as a supporting and enhancing mechanism for sound, existing
KM practices - it can be a very valuable tool indeed.

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Groupware Systems & Knowledge Management 2.0
Groupware is a term that refers to technology designed to help people
collaborate and includes a wide range of applications. Wikipedia defines three
handy categories for groupware:● Communication tools: Tools for sending messages and files, including
email, web publishing, wikis, filesharing, etc.
● Conferencing tools: e.g. video/audio conferencing, chat, forums, etc.
● Collaborative management tools: Tools for managing group activities, e.g.
project management systems, workflow systems, information
management systems, etc.
The best-known groupware system is Lotus Notes.
If designed and implemented properly, groupware systems are very useful whenit comes to supporting knowledge management (KM). They can greatly facilitate
explicit knowledge sharing through publishing and communication tools. They can
support the knowledge creation process with collaborative management tools although this process is still very much about people interacting andexperimenting. Finally, they have some limited benefit to tacit knowledge transfer
by supporting socialization through tools like video conferencing and informal
communication. Expert finders are also beneficial for facilitating the location oftacit sources of knowledge (i.e. the right expert).
Web 2.0, Enterprise 2.0, & Knowledge Management 2.0
In recent years, the term web 2.0 has appeared to describe the increasingly
popular tools that promote two-way communication on the internet. These social
tools include blogs, wikis, social bookmarking, commenting, shared workspaces,
micro blogging and polling (Bebensee et al. 2010). They differ from traditional
publishing in that they “put the knowledge sharing power in the hands of the users
themselves” (Gurteen, 2012).

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The web 2.0 tools that have been applied within organizations have been called
enterprise 2.0 (Bebensee et al., 2010), and even more recently, the mapping ofthese principles to KM has been dubbed KM 2.0 (Gurteen, 2012).
It is fair to say that KM 2.0 is very much in its early stages. For this reason, I will
discuss it separately from the very general groupware subsections below.
The value of Knowledge Management 2.0: According to Cronk (2011, p. 84),
web 2.0 tools “facilitate the development of social capital through knowledge
sharing, which in turn increases the potential to create intellectual capital.” Theauthor defines social capital as the total resources existing across social networks.
Wright et al. (2010) find that the adoption of social media is not being championed
by KM to the extent that one might expect, representing a missed opportunity.
Limitations of Knowledge Management 2.0: Enterprise & KM 2.0 systems cansuffer from the same failure factors as other KMS (more on this in the sections
below). A failure example is presented by Garcia-Perez & Ayres (2009), whooutlined the failure of an enterprise wiki. The study found that time needed toaccess & contribute to the wiki as well as the achievement of critical mass (i.e.
having an adequate ratio of contributors) were failure factors. Furthermore, theauthors warn that just because when asked employees claim that they will shareknowledge, that does not actually mean they will do so when the system isimplemented.
Considerations for Groupware Acquisition/Design
When acquiring or developing groupware it is important to establish thefunctions that best match the organization's needs (further considerations for IT
implementation can be found in the knowledge management system subsection).
Remember, these are not solutions, they are at most enablers of KM.
Determine the processes that take place in the organization as well as how
knowledge is currently stored and distributed and establish how certain functions
would improve them. Focus on the informal - both in terms of communication as
well as the organizational networks and communities - so as to enhance rather
than stifle creativity and innovation, and to increase the probability of acceptance.
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Cheah (2007) points to the fact that many off the shelf groupware solutions
could be greatly improved. For instance, email clients are designed in such a way
so as to focus on the current email, but generally have limited functions fordrawing knowledge and information from past mails. Document management
systems also can be limited in their ability to extract knowledge from old
documents. In both cases he suggests improved utilization of user-input metadata(including keywords that are weighed by importance) and categorization
mechanisms, which would allow for effective knowledge mining in the future.
The point I am making by including this is that all groupware is not equal, andone should consider the functions from the perspective of long-term knowledge
reuse (when applicable). For this to be possible, the intermediary knowledge
packaging/sanitizing/categorizing process must be done in light of future
expectations and requirements.
Groupware Implementation Issues
Groupware implies that workers are willing and able to work together and toshare their knowledge. Implementation of groupware systems have had numerous
failures. These have been attributed to:"lack of top executive support, the proliferation of incompatible collaborative
tools, installation of inadequate tools, end-user confusion, and existing work
practices that are designed around individual rather than collaborative work"(Jones 2005 in Janson et al 2008).
Janson et al (2008) highlight that the success of groupware implementation
hinges on the success that the organization has had in developing a culture wherecollaboration and sharing are the norm. Without that, there is no incentive to use
the systems to their full potential.
The issue of standardization should also be considered. Will the systems be usedin the same way and with the same rules throughout the organization? This should
not be enforced if it may lead to a lack of acceptance and/or if it is not practicallyfeasible.
Selection of the groupware systems should be influenced by the users or in thevery least be carried out by someone who is knowledgeable in both the functions
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of the system and the work practices of the users. Too often, this is not the case,and the decision is made at the top levels of the organization, by individuals who
hardly ever operate the system (Grudin 2003 in Janson 2008).
Consider also how the chosen tools relate to one another, and if one should
invest in an integrated solution. For instance, an integrated groupware systemcomposed of many complementary modules may be easier on the user since it
implies getting accustomed to one brand. The same systems manufactured bydifferent companies could be far harder to learn. At the same time, they may notoffer as many features individually, and this too must be carefully balanced against
the firm's specific needs.

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The Intranet & Extranet
The intranet is essentially a small-scale version of the internet, operating withsimilar functionality, but existing solely within the firm. Like the internet, theintranet uses network technologies such as Transmission Control Protocol/Internet
Protocol (TCP/IP). It allows for the creation of internal networks with common
internet applications that can allow them to communicate with different operating
systems (Newell et al 2000).
Although it need not be, the intranet is usually linked to the internet, where
broader searches are implemented. However, outsiders are excluded throughsecurity measures such as firewalls.
The Role of the Intranet
The intranet can be a very useful tool in the knowledge management process. It
allows for the integration of multimedia communication and can act as a platform
for groupware applications and publishing. It is intended to enhance collaboration,
productivity, and socialization, but also to influence organizational culture and toact as a repository for embedded knowledge.
Robertson (2009) identifies seven key roles of the intranet homepage:
1. news
2. navigation
3. key tools
4. key information
5. community and culture
6. internal marketing
7. collaboration
The focus is to provide a useful site that enhances work practices, communicates
key information, provides the right navigation tools, and helps defineorganizational culture. Many factors have to be balanced to create the right
homepage, including quality of content, site design, site navigation, site & content
145maintenance and updates, and the application of tools that are directly useful tothe business processes and networks. The objectives of the intranet will also varydepending on the individual business and may focus more on certain aspects thanothers.
Perhaps the most important function of the intranet is knowledge sharing andcollaboration. The main functions supporting this are (Damsgaard & Scheepers
1998 in Newt et al 2000):● Publishing: E.g. homepages, newsletters, documents, employee
directories.
● Searching: The intranet can integrate different search functions, e.g.
through a search engine or using a system of categorization.
● Transacting: Allows user to make transactions with other web/intranet
homepages.
● Interacting: Collaborative applications and other groupware, expert
finders, directories, etc.
● Recording: It can be used as a storage medium for such elements asprocedures, best practices, and FAQs (embedded and explicit knowledge).
Successful Intranet Implementation
Naturally, the implementation of the intranet must be done in line withorganizational needs, processes, and objectives, as outlined in the section on
implementation of knowledge management systems.
One specific and key concern is the selection of the search engine. Google offers
an option for on-site search, which you can read more about here.
In his article, "The Ten Best Intranets of 2011", Jakob Nielsen (2011) indicatesthat the best intranets implemented solutions in the following areas:● Knowledge sharing: This aspect is very similar to what I have discussed so
far on this site and includes the sharing of all manner of explicit
knowledge, but also connecting people that require assistance to expertsthat can help them.
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● Innovation management: By incorporating tools that support therecording and management of new ideas.
● Comments: This is an easy way to allow users to contribute with theirinsight. This type of loose, unstructured communication can provide some
limited tacit knowledge transfer and can encourage participation.
● Ratings: An even quicker, albeit shallower, way for people to point to goodsources of knowledge.
● Participation rewards: Point systems, badges, and other symbolic rewards
actually increase participation. Sometimes non-symbolic rewards (i.e.
actual prizes) were used.
● Customized collections: By allowing users to customize content
collections, one can bypass the shortcoming of never being fully able topredict a user's knowledge and information needs.
The Extranet
The extranet is an extension of the intranet to the firm's external network,
including partners, suppliers and so on. The term is sometimes used to refer to a
supplementary system working alongside the intranet or to a part of the intranet
that is made available to certain external users.
The extranet provides a shared network with limited, controlled access toorganizational information and knowledge resources, and uses security protocols,such as authentication, to limit access. An extranet can enhance collaboration andinformation transfer with partners in the external network.
Security is a key concern, and a firm must protect its crucial knowledge andinformation resources. This can be done using firewalls, use of encryption, andsimple or strong authentication. Simple authentication involves usernames andpasswords, while strong authentication makes use of digital certificates.
The content of both intranets and extranets is usually managed with a content
management system.

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Warehousing Data: The Data Warehouse, Data
Mining, and OLAP
Warehousing data is based on the premise that the quality of a manager's
decisions is based, at least in part,on the quality of his information. The goal ofstoring data in a centralized system is thus to have the means to provide themwith the right building blocks for sound information and knowledge. Data
warehouses contain information ranging from measurements of performance tocompetitive intelligence (Tanler 1997).
Data mining tools and techniques can be used to search stored data for patterns
that might lead to new insights. Furthermore, the data warehouse is usually thedriver of data-driven decision support systems (DSS), discussed in the following
subsection.
Thierauf (1999) describes the process of warehousing data, extraction, anddistribution. First data extraction of operational production data takes place, andthis data is passed on to the warehouse database. A server hosts the data
warehouse and the DSS. This server then passes on the extracted data to thewarehouse database, which is employed by users to extract data through someform of software.

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Theirauf's model for data warehousing is as follows:
Warehousing Data: Design and Implementation
Tanler (1997) identifies three stages in the design and implementation of thedata warehouse. The first stage is largely concerned with identifying the critical
success factors of the enterprise, so as to determine the focus of the systems
applied to the warehouse. The next step is to identify the information needs of thedecision makers. This involves the specification of current information lacks andthe stages of the decision-making process (i.e. the time taken to analyze data andarrive at a decision). Finally, warehousing data should be implemented in a waythat ensures that users understand the benefit early on. The size of the database
and the complexity of the analytical requirements must be determined.
Deployment issues, such as how users will receive the information, how routine
decisions must be automated, and how users with varying technical skills canaccess the data, must be addressed.

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According to Frank (2002), the success of the implementation of the data
warehouse depends on:● Accurately specifying user information needs● Implementing metadata: Metadata is essentially data about data. This isregarded as a particularly crucial step. Parankusham & Madupu (2006)
outline the different roles of metadata as including: data characterizationand indexing, the facilitation or restriction of data access, and thedetermination of the source and currency of data. They further identify the
lifecycle of metadata as:o Collection: Identification and captureo Maintenance: Updating of metadata to match changes in dataarchitectureo Deployment: Users access the relevant metadata, based on theirneeds.
To this, we can add the 5 criteria presented on the www.syntelinc.com website:● Recognize that the job is probably harder than you expect: A large portionof the data in data warehouses is incorrect, missing, or input in such a waythat it is not usable (e.g. historical databases that have not been updated
to modern schemas).
● Understand the data in your existing systems: Analyze existing databases.
Identify relationships between existing data systems so as to avoid
inconsistencies when these are moved to the warehouse.
● Be sure to recognize equivalent entities: Identify equivalent entities inheterogeneous systems, which may appear under a different name.
● Emphasize early wins to build support throughout the organization● Consider outsourcing your data warehouse development andmaintenance: Implementing a data warehouse can be a huge task that canoften be better handled by experts. Many data warehousing applications
are suited for outsourcing.
If properly designed and implemented, the goal of warehousing data is to
drastically reduce the time required in the decision-making process. To do so, it
employs three tools, namely Online Analytical Processing System (OLAP), data
mining, and data visualization (Parankusham & Madupu 2006).
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OLAP
OLAP allows three functions to be carried out.
● Query and reporting: Ability to formulate queries without having to use thedatabase programming language.
● Multidimensional analysis: The ability to carry out analyses from multiple
perspectives. Tanler (1997) provides an example of a product analysis thatcan be then repeated for each market segment. This allows for quickcomparison of data relationships from different areas (e.g. by location, time,etc.). This analysis can include customers, markets, products, and so on,● Statistical analysis: This function attempts to reduce the large quantities ofdata into formulas that capture the answer to the query.
OLAP is basically responsible for telling the user what happened to theorganization (Theirauf 1999). It thus enhances understanding reactively, using
summarization of data and information.
What is Data Mining?
This is another process used to try to create useable knowledge or informationfrom data warehousing. Data mining, unlike statistical analysis, does not start witha preconceived hypothesis about the data, and the technique is more suited forheterogeneous databases and date sets (Bali et al 2009). Karahoca and Ponce(2009) describe data mining as "an important tool for the mission criticalapplications to minimize, filter, extract or transform large databases or datasets
into summarized information and exploring hidden patterns in knowledge
discovery (KD)." The knowledge discovery aspect is emphasized by Bali et al(2009), since the management of this new knowledge falls within the KM
discipline.
It is beyond the scope of this site to offer an in-depth look at the data mining
process. Instead, I will present a very brief overview, and point readers that areinterested in the technical aspects towards free sources of information.
Very briefly, data mining employs a wide range of tools and systems, including
symbolic methods and statistical analysis. According to Botha et al (2008),
symbolic methods look for pattern primitives by using pattern description
151languages so as to find structure. Statistical methods on the other hand measureand plot important characteristics, which are then divided into classes andclusters.
Data mining is a very complex process with different process models. One is the
Cross-Industry Standard Process for Data Mining (or Crisp-DM). The process
involves six steps (Maraban et al, in Karahoca & Ponce 2009):
Business understanding -> data understanding -> data preparation -> modeling ->evaluation -> deployment
For more on data mining see the book "Data Mining and Knowledge Discovery inReal Life Applications", edited by Ponce & Karahoca (2009), available for free from
intechopen.com where numerous other potentially relevant resources can also be
downloaded.
Data Visualization
This process involves representing data and information graphically so as to better
communicate its content to the user. It is a way to make data patterns more
visible, more accessible, easier to compare, and easier to communicate. Datavisualization includes graphical interfaces, tables, graphs, images, 3D
presentations, animation, and so on (Turban & Aaronson in Parankusham &Madupu 2006).
DSS are other tools used in conjunction with warehousing data. These are
discussed in the following subsection.

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Decision Support Systems
There are several kinds of such systems, however, in this subsection I will look at
only at data-driven decision support systems (from now on referred to solely as
decision support systems). The role of these systems is to access and manipulate
data. They usually work with a data warehouse, use an online analytical processing
system (OLAP), and employ data mining techniques. The goal is to enhance
decision-making and solve problems by working with the manager rather thanreplacing him.
A decision support system can be a valuable tool. However, in order to be able
to provide the information that each expert would find relevant, the user must be
involved in the development and the post audit evaluation of the decision support
system (Liebowitz 1999). This involvement must span not just the content issues,
but also the presentation and the organization of the information. This isnecessary to ensure that the system fulfills the three criteria that determine its
success, namely compatibility, understandability, and effectiveness (Rouse in
Liebowitz 1999).
If these three criteria are met, decision support systems can be invaluable inexpanding the scope of information that each expert can handle. As a result,cognitive limitations become less important in determining the amount of source
material that the expert can use.
One advantage and limitation of the decision support system is that it is user
driven. This implies that the system answers queries what the expert inputs but
does not carry out further analysis on its own. It is therefore not a form of artificial
intelligence like other decision-making tools.
Knowledge management (KM) is involved in two ways here. Normally the areathat is emphasized is that decision support systems can enhance the manager's
knowledge through knowledge discovery and supply of relevant information.
However, knowledge and KM activities are key components in how the manager
uses the system, i.e. the direction of the analysis that he carries out, and the153knowledge that he is looking for. Kiku (2006) emphasizes that a decision support
system must be designed in light of KM. An effective decision support system thus
requires that the organization:● Investigates the decisions made within their firm
● Compares these decisions with KM activities● Evaluates any current decision support system in light of this● Modifies said system if necessary154

Content Management Systems
Content management systems are very relevant to knowledge management(KM) since they are responsible for the creation, management, and distribution ofcontent on the intranet, extranet, or a website. Content management is adiscipline in itself, so this section will be relatively brief, only outlining the basic
considerations.
● A content management system may have the following functions:● Provide templates for publishing: Making publishing easier and moreconsistent with existing structure/design.
● Tag content with metadata: I.e. Allowing the input of data that classifies
content (e.g. keywords) so that it can be searched for and retrieved.
● Make it easy to edit content● Version control: Tracking changes to pages and, if necessary, allowing
previous versions to be accessed● Allow for collaborative work on content● Integrated document management systems● Workflow management: Allowing for parallel content development● Provide extensions and plug-ins for increased functionality● Etc.
Content management systems come in different forms (and prices), and anorganization must carefully evaluate what it needs. Tanya Sahu (2007) presents six
general factors for consideration:● Technology: Including dynamic vs static publishing, high load performance,
security issues, and search engine ranking factors (static pages rank
better).
● Ease of use: Most users are non-technical. Therefore, it is important toassess the ease of use of the end user content editing interface, thetemplate-building interface, and the content approval system.
● Total cost of ownership: I.e. the costs in the long run, including
maintenance and applications.
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● Cross Platform Support and Scalability: Can it handle multiple operating
systems? Can it integrate with other server-side technologies?
● Web Presence Management: The system should allow for the
management of different websites separately and securely so as tomanage multiple web presences (e.g. site on the intranet vs site on theextranet).
● Solution deployment: How long will it take to move content onto thecontent management system and how hard will the process be?
James Robertson (2003) stresses that the processes that surround the content
management system are of most value to the management of knowledge. Apartfrom what has been already discussed, he emphasizes processes such as the
restructuring and rewriting of content carried out by professional writers
supported by experts. This not only improves the accessibility and presentation,
but also points to content gaps.
As one can see, selection and implementation of a content management system
is something that requires careful consideration. As with all KM related IT systems,
the functionality must be weighed against organizational needs and processes aswell as expected costs. If properly implemented, the content management system
can be very beneficial to KM, by improving the quality of explicit knowledge, andproviding limited support to tacit knowledge transfer by identifying content
authors (i.e. experts) and supporting collaborative projects.

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Document Management Systems
Document management systems, as the name implies, are systems that aid in
the publishing, storage, indexing, and retrieval of documents. Although such
systems deal almost exclusively with explicit knowledge, the sheer volume of
documents that an organization has to deal with makes them useful and in somecases even mandatory. Often, they are a part of content management systems.
Usually, a document management system will include the following functions:● Capturing: In order for paper documents to be useable by the document
management system, they must be scanned in. For companies that need tocarry out this process and who have numerous paper documents this may
be time consuming and expensive.
● Classification using metadata: Metadata (data about data) is used to
identify the document so that it can be retrieved later. It can include
keywords, date, author, etc. The user is often asked to input this metadata,or the system may extract it from the document. Optical character
recognition may be used to identify text on scanned images.
● Indexing: There are many different forms, and a good indexing system iscrucial. The index function will use metadata.
● Searching & retrieval: The document management system's searchfunction is one of its most important elements. Search functions can be
more or less sophisticated, allowing for searches by elements of the
document's metadata, or by searching the actual document for key
words/phrases and using semantic analysis to determine relevance.
● Versioning: Storage and management of different versions of documents useful for documents that require frequent updating. Allows authorizedusers to return to earlier versions.
● Administration & security: Any IT system needs to be regulated andpoliced. Users require different levels of authorization, with certain moresensitive functions/documents being available only to selected157

users/administrators. Document management systems will also havebackup systems in place in case of mishaps.
Document management systems, as the name implies, are systems that aid in
the publishing, storage, indexing, and retrieval of documents. Although such
systems deal almost exclusively with explicit knowledge, the sheer volume of
documents that an organization has to deal with makes them useful and in somecases even mandatory. Often, they are a part of content management systems.
Usually, a document management system will include the following functions:
1. Capturing: In order for paper documents to be useable by the document
management system, they must be scanned in. For companies that need tocarry out this process and who have numerous paper documents this may
be time consuming and expensive.
2. Classification using metadata: Metadata (data about data) is used to
identify the document so that it can be retrieved later. It can include
keywords, date, author, etc. The user is often asked to input this metadata,or the system may extract it from the document. Optical character
recognition may be used to identify text on scanned images.
3. Indexing: There are many different forms, and a good indexing system iscrucial. The index function will use metadata.
4. Searching & retrieval: The document management system's searchfunction is one of its most important elements. Search functions can be
more or less sophisticated, allowing for searches by elements of the
document's metadata, or by searching the actual document for key
words/phrases and using semantic analysis to determine relevance.
5. Versioning: Storage and management of different versions of documents useful for documents that require frequent updating. Allows authorizedusers to return to earlier versions.
6. Administration & security: Any IT system needs to be regulated andpoliced. Users require different levels of authorization, with certain moresensitive functions/documents being available only to selected
users/administrators. Document management systems will also havebackup systems in place in case of mishaps.
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Beyond this, they may include a whole host of possible features, including
multiple platform support, multiple/customizable interfaces, workflow modules,
file/format conversions, etc. Prices vary accordingly, and solutions should be
carefully matched to organizational requirements. There is also an open source
system called OpenKM that, despite its somewhat misleading use of the term"knowledge management", seems to have gathered a significant degree of
popularity.
Compared to non-electronic systems, the document management systems offer
reduced operational costs, improved efficiency and speed of retrieval, improved
consistency, and more safety (both in terms of file backups and security
measures). There are hundreds of systems out there, each with their own
strengths and weaknesses. The points to consider are: purchasing/set up costs,
types of features, training, upkeep, ease of use etc. Be sure to assess each one inlight of your specific needs and your organizational processes.

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Search & Categorization for Knowledge Retrieval
One of the most important aspects in sharing and retrieving knowledge andinformation using an IT system is the ability to find what you are looking for. The
more data, information, and knowledge that is stored in our computers, in
databases, across networks, in the cloud, etc. the more difficult it is to locate what
we need, quickly and effectively.
XU et al (2011) indicated that knowledge retrieval is one of the biggest
challenges today, and it is something that many IT systems try to address. There
are several ways an IT system can contribute towards information and knowledge
retrieval, including powerful search functions with filtering options and intelligent
search tools.
Information systems can thus have any number of features. These may include
searching across different types of media, query assistance, ranking, filtering,support of different indexation methods, search by keyword or search by
relevance, supporting different languages, etc. Techniques used in knowledge andinformation retrieval range from simple keyword indexing/searching to advanced
algorithms and neural models.
Babu et al (2012) identify several general steps in the information retrieval
process:● Indexing: Here the indexer must “capture” what the document is about.
This may be done automatically through sophisticated processes designed
to extract key information – something that spans beyond simple text andcan include images, sound, etc. – or manually by the user (which may
include user-specified keywords, descriptions, abstracts, etc.).
● Query formulation: “The query description is transformed, manually or
automatically, into a formal query representation…” “…that combines
features that predict a document’s usefulness. The query expresses theinformation need in terms of the system’s conceptual schema, ready to bematched with document representations” Babu et al (2012)160

● Selection: This is where the results are presented to the user – with someform of ranking, grouping, etc. The user selects the results they need andmay be involved in improving the search system. Relevance feedback, forexample, is considered to be an important tool to improve selection. For
instance, Hofmann et al (2015) describe the different metrics used toevaluate online user relevance, grouping them as document-level, resultlist-level, and session-level metrics.
Information and knowledge retrieval systems can thus be independent systems
aimed at better searching through knowledge and information repositories (e.g.
search engines, specialized search software, digital libraries, etc.) or they can bebuilt into intranet systems, document retrieval systems, content management
systems, etc. They can employ a multitude of features, depending on the types ofsearches they are meant to perform, so as to provide the user with the mostefficient and effective searches of knowledge and information repositories.

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Knowledge
Management Resources(Non-IT-Based)

162

163

Knowledge Management Resources and Techniques
In this section, I compile various resources and techniques that knowledge
management (KM) practitioners can use to introduce KM and its supporting
practices to an organization. I will focus only on non-technical knowledge
management resources, as IT-based tools are discussed in the KM Tools andknowledge management systems sections. Those sections deal with actual IT
based tools and the general implementation of systems respectively.
For now, I will look at the following non-technical knowledge management
resources and techniques:● Cross-functional project teams● KM training & education● Storytelling● Mentoring
The subsections in this category have been kept intentionally brief, offering ageneral overview of the knowledge management resource in question. The goal isto provide the KM practitioner with an overview of the resources available to him.
More segments will be added in the future.
If you landed on this page searching for a general resource guide to KM, you will
be more interested in the site as a whole rather than this specific section. You cannavigate to the relevant categories using the menus on the left or click "knowledge
management" to be sent to the front page. As mentioned earlier, the site has alogical progression, moving from general definitions and supporting disciplines tomodels, strategy, and specific knowledge management resources and tools.

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Cross-functional project teams
This basically refers to the practice of assembling project teams using membersof the organization from different functions. Typically, this would involve selecting
a number of specialists under a generalist project manager.
The role of project manager can be particularly demanding when using crossfunctional project teams. Apart from being an expert at project management, theproject manager must also have enough general knowledge to understand what
his specialists know and how it can be used. The project manager must also be
skilled at conflict resolution, which is more likely to happen within a diverse group.
As with all projects but perhaps more so for cross-functional project teams,
proper planning is required, which involves clear definitions of the roles andresponsibilities of the project team, as well as a timeline and cost estimation(Zoerman 2008).
Cross-functional project teams have several key benefits related not only toknowledge management (KM) but also to innovation. These are:
● Creation of new knowledge: Project teams have often been considered to
be a particularly important source of new knowledge, particularly when
they are given a certain degree of freedom and autonomy (Zoerman 2008,
Nonaka & Takeuchi 1995, Peters 1988). Ideally, the project team should be
self-organizing and be able to make its own project decisions. Using crossfunctional project teams allows for the integration of a wider knowledge
base into the project.
● Knowledge sharing across organizational boundaries: The team members
work together during the project, enabling the transfer of all types ofknowledge. In the absence of this kind of arrangement, often only explicit
knowledge could be transferred, since these specialists would typically notsocialize professionally.
● Support of the creation of informal knowledge networks: As we havepreviously determined, particularly in the section on communities of165

practice, informal networks are a crucial part of organizational learning.
Cross-function project teams bring people together from different parts of
the organization, encouraging future collaboration and the expansion of
personal informal networks.
Upon completion of a given project (whether carried out by a cross-functionalteam or otherwise), after-action reviews are used to enhance knowledge sharing
and retention.

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Knowledge Management Training
Consultancy:
This is almost always expensive, but it can be very useful. Trained consultants
can work with all aspects of the organization, not just implementing KM processes
but also educating the managers in the subject. Make sure to have a good grasp ofwhat the consultant plans to do, and to emphasize the training aspect. Have local
management be involved hands-on throughout the process, working with theconsultants so as to pass on their tacit knowledge. Finally, give the consultants the
freedom to do their jobs, understanding that knowledge management is a processthat involves the entire organization.
A similarly broad definition is presented by Davenport & Prusak (2000), whichstates that KM "is managing the corporation's knowledge through a systematicallyand organizationally specified process for acquiring, organizing, sustaining,
applying, sharing and renewing both the tacit and explicit knowledge of employees
to enhance organizational performance and create value."
I will also choose to answer the question "what is knowledge management" inthe broader perspective, encompassing not just the exploitation and managementof existing knowledge assets, but the also the initiatives involved in the creation
and acquisition of new knowledge. In the next article, I will arrive at a specificknowledge management definition.

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Storytelling
Storytelling is a very old technique, dating back throughout most of humanhistory. The practice is embedded into our culture; it was the primary form offamily entertainment before the television (which is a different medium for story
telling), it is mastered by competent politicians and journalists, and it remains as
one of the most effective ways to reach someone and move them with yourmessage.
Stories can be used to shape vision, to pass on knowledge and wisdom, and toshape identity and organizational culture. Storytelling is regarded as one of themost effective and influential techniques and has been documented extensively innumerous fields. Sole & Wilson (2002) identify the role of storytelling as follows:● Share norms and values: Stories act as a medium for passing on values andcreating vision.
● Develop trust and commitment: Personal stories can communicate one's
own ability and commitment, as well as conveying openness by sharing
something personal. Organizational stories influence the perceived
trustworthiness of the firm and its management (either positively or
negatively).
● Share tacit knowledge: Enables the users to articulate tacit knowledge andcommunicate with feeling, which helps them convey more than theyrealize that they know (Weaver 2005 in Bali et al 2009).
● Facilitate unlearning: Unlearning often requires more than rational
arguments. It needs an intuitive and emotional anchor, which stories canprovide.
● Generate emotional connection: We connect with stories emotionally anda story that has had an impact on us will be easily recalled long into the
future.
Bali et al (2009) talk of the power of the narrative. The best narratives must havea beginning, middle, and an end. The more interesting and powerful, the more168

likely it is that they will be remembered. Steve Denning (2000) adds a number ofother characteristics of a good story, including:● Focusing on the positive (a "happy ending") and conveying success stories.
● Having a "hero", and be told from that person's perspective● Having an unusual plot - something that captures our attention.
The narrative can make use of more or less any verbal or written form ofcommunication, as well as images, video, etc.
Liebowitz (2009) refers to storytelling as the organization's oral histories.
According to him, stories can capture knowledge and routines of the past, enabling
workers in the present to adapt it to the new conditions.
Offering more specific guidelines for using stories is impossible, since they will
each depend upon the context of the organization. However, management should
be aware of their importance and influence, and of their potential as a change
agent.
One example of the way storytelling is managed is offered by Jeff Hester (2011).
He outlines an example of how storytelling is used successfully at Fluor. One of theformal techniques employed by management aims to collect stories from theemployees through a form that respondents fill out. In it, they are asked to share
their success stories, describing why they consider it a success and what value it
generated (Hester 2011).
Stories can thus be organizational - capturing history, culture, wisdom, etc.- orthey can be leadership tools. For the latter, it is used by the leader to achieve adesired effect. Sole & Wilson (2002) offer a few considerations for the use ofstorytelling in this way:
● Be clear on why you are telling it● Keep it simple and accessible● Try using more than one medium● Monitor how the story is received● Hone your story-listening skills
Callahan (2018) emphasizes that many times what organizations refer to as
stories are really non-stories. For instance, a manager talking about the company’s
position and vision is not a story, neither are opinions, statements, etc. A key skill
169

is therefore the ability to spot and tell a true, effective story. According toCallahan, the impact of stories can be described as:● A story describes what happened● A good story helps you see what happened● A great story helps you feel what happened

170

Mentoring
Mentoring is one of the most effective ways of passing down tacit know-how
from an expert to an aspiring expert. This practice dates back throughout humanhistory and is just as relevant today.
Mentoring is about practice under the guidance of an expert. Unlike classroom
learning, the apprentice or mentee is given practical tasks, under the supervisionand guidance of his mentor.
Liebowitz (2009) refers to formal mentoring programs as a well-established way
to retain and transfer knowledge. He highlights an example from the NASA
Goddard Space Flight Center, where the mentoring program runs for a year, andincludes assignments, meetings, formal mentor training, assessment, etc.
Mentoring can be implemented both formally (as above) and informally.
Informal mentor relationships could involve assigning a guide to a new employee,
or simply encouraging him to seek out a mentor. For the most part however,organizations are beginning to look at formal relationships designed to train the
newcomer as quickly and effectively as possible.
The characteristics of an ideal mentor are (based on the work of Clutterbuck
2001 and Heathfield 2011):● Personal expertise● Familiarity with the organization: its procedures, culture, etc.
● Desire to teach/guide● Ability to motivate● Ability to allow for personal development of the mentee: Must accept
different approaches and offer his own advice as an alternative not a
mandate.
● Commitment: time, resources, persistence, etc.
● Skilled communicator

171● Ability to remain professional: includes the ability to realize when thementoring relationship has run its course and/or when it is no longer
functioning● Self-aware and self-critical● Ability to foster trust
Mentoring is a key process for knowledge management. Apart from transferring
tacit knowledge and retaining expertise within the organization, it can also help
the mentee to become a recognized and accepted member of the community, by
passing on corporate vision and values and improving his grasp of corporate
networking (Clutterbuck 2001). Companies should therefore consider
implementing formal mentoring relationships and mentor training as aninvestment in the future knowledge stock of the organization.

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Knowledge
Management Failure

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174

Knowledge Management Failure Factors
In 2013 and 2014, I tried to synthesize the knowledge management (KM) failure
factors that have been discussed in cases and studies for the last 10 years or so.
This resulted in an article that I am currently offering for free from this site. You
can download it by clicking this link. This section and the articles within it are
based on that paper (though without the same level of detail).
It is fair to say that the history of KM has been a very bumpy one. Over theyears, KM initiatives have been associated with countless failures, making many
companies and executives very apprehensive at considering implementing such a
program.
The Issue of Definition
In order to understand how these knowledge management failures came about
and how they could be prevented, it is important first to understand the ambiguity
that surrounds our entire discipline. There are several factors that come into playhere:
● What is KM exactly? Sadly, there is no correct answer to this question, andthere is virtually no consensus on what KM actually is. Part of the problem
is that there is little consensus on what knowledge is, and this makes KM avery ambiguous concept. For instance, some views, which regard
knowledge as virtually synonymous with information, would consider a"KM" initiative to be something much shallower and technology driven.
● What is failure exactly? Failure and success are inextricably linked to
expectations. You can only fail when you fall short of where you wanted togo. KM went through a buzz-word phase at the turn of the century andduring that time expectations were sky high. So whenever one assesses
failure, it is always important to ask if the expectations where realistic tobegin with.
The reason I mentioned the above is because whenever someone talks of KM
failing or succeeding, it is very important to understand what exactly they mean by175

KM and what exactly they expected from it. For this reason, the first article in thissection deals with the problem of a lack of universal definition of KM.
KM Failure Factors
Based on the works of numerous researchers and authors, I arrived at two
categories of factors, namely "causal" and "resultant".
Causal factors refer to fundamental problems within the organization, whichlead to conditions that are not suitable for KM. They are not always easily visible,
and they lead to a number of symptoms, which I have termed “resultant” factors.
Below I have included an overview of these factors. For each of these points,
there is substantial empirical evidence as well as theoretical deliberations linking
them to KM failure (and conversely, to KM success). Please note that these factors
are not listed in order of importance, nor does anyone causal factor correspond toa specific resultant factor.
Causal Failure Factors:● Lack of performance indicators and measurable benefits● Inadequate management support● Improper planning, design, coordination, and evaluation● Inadequate skill of knowledge managers and workers● Problems with organizational culture● Improper organizational structure
Resultant Failure Factors:● Lack of widespread contribution● Lack of relevance, quality, and usability● Overemphasis on formal learning, systematization, and determinant needs● Improper implementation of technology● Improper budgeting and excessive costs● Lack of responsibility and ownership● Loss of knowledge from staff defection and retirement

176

No Universal Definition of Knowledge Management
Before discussing specific failure factors, I want to touch upon an issue that KM
has faced since its conception: the lack of a commonly accepted definition.
Although this is not usually listed specifically as a failure factor, it is widely
recognized as a problem within the field and it is something that affects every
study, discussion, or recommendation within KM.
According to Michael Sutton (2007: 1):
KM does not appear to possess the qualities of a discipline. If anything, KM
qualifies as an emerging field of study. Those involved in the emerging field of KM
are still vexed today by the lack of a single, comprehensive definition, an
authoritative body of knowledge, proven theories, and a generalized conceptual
framework.
There are a couple of reasons for this. First, there is little consensus regarding
what knowledge actually is (Mika, 2004:1). Some regard knowledge as being
virtually synonymous with information, while others incorporate concepts such as
experience, know-how, know-what, understanding, values, etc. At the risk ofgeneralization, the former approach tends to be more common in IT dominatedcircles while the latter is more prevalent in business management literature.
Second, KM has a wide range of contributors from different fields, industries,and so on, which further perpetuates different understandings of what the term
actually means. Onyancha and Ocholla (2009: 2) identify the following disciplines
as being the greatest contributors to, or users of KM: computer science, business,management, library and information science, engineering; psychology,
multidisciplinary science, energy and fuels, social sciences, operation research andmanagement science, and planning and development.
To illustrate some of the differences in the definition of KM, compare thefollowing three definitions with the one I selected for this paper in the previous
section:177

● GMI Market Research Terms (2013): Knowledge management "is a systemthat affords control, dissemination, and usage of information”. This is often
a Net-enabled corporate initiative.
● "Knowledge Based Solutions, Definition of Terms (2002): "Knowledge
Management is a set of processes used to effectively use a knowledge
system to locate the knowledge required by one or more people to performtheir assigned tasks."● Skyrme (2011b): "Knowledge Management is the explicit and systematicmanagement of vital knowledge - and its associated processes of creation,organisation, diffusion, use and exploitation - in pursuit of businessobjectives."
I chose these three definitions because they represent largely incompatible
views. In reality, I could have selected from literally dozens and dozens of KM
definitions, all of which regard the discipline somewhat differently.
Looking at the definitions above, the most striking aspect should be thatdefinition 1 does not even mention the word “knowledge”. According to thatdefinition, KM is an information focused technological discipline. It should also beapparent that definition 2, although more nuanced than definition 1, is still far
narrower in scope and far more technology-dependent than Skyrme's definition(no. 3), while at the same time also lacking the strategic element that Skyrme
implies through the term "vital" knowledge.
The problem with a lack of a common definition is that each KM initiative could,
in theory, have widely different goals, scope, and success criteria. The differences
are so great that to even talk of KM failures or successes is potentially misleading.
Moreover, if there is a lack of understanding as to what knowledge or KM
represents within the firm itself, it is easy to see how problems,misunderstandings, and widely different expectations could arise.
Therefore, when dealing with KM, keep in mind that before when you are facedwith results, advice, theories, etc. it is imperative to first understand what theauthor meant by knowledge management. Secondly, whenever you deal with KM
in your organization, make sure everyone is on the same page as to what KM isand hopes to achieve.
178

To learn more, feel free to download the paper on Failure Factors in Knowledge
Management from the right-hand column.

179

Knowledge
Management Careersand Skills

180

181

Careers in Knowledge Management
In this section I am going to take a look at what one needs to pursue a career inknowledge management. Below I will start by talking a bit about the kind of KM
educations and courses one can find from a general perspective. In the othersubsections I will take a look at the positions that are available within this field andthen at the skills that are required for a knowledge management career.
KM Programs
KM can be taken as a standalone discipline or as part of a broader education.
KM courses and certifications exist at all levels, though it is usually taken as a
graduate level subject. As with all subjects, the depth of the course will affect thekind of position that you are qualified for within the spectrum of KM-related
positions (see "Knowledge Management Positions and Roles"). The types of
educations that might include KM (but not mention it in the title) typically deal
with subjects such as innovation, IM, technology management, intellectual capital,and so on.
Generally speaking, KM programs tend to have either a managerial/business oran IT focus. Since KM is now inextricably linked to technology at least to somedegree, there will be a certain degree of overlap; however, the educational
programs available in the various institutions do tend to have a "business school"or "IT school" focus. Similarly, positions in companies often reflect this. This meansthat some programs will focus more extensively on the details of KMS
architecture, the design/implementation of expert systems or intranets, and so on,while others will focus more on the tacit nature of knowledge, on organizational
culture issues, and on the management of people & teams.
Whichever kind of program you choose, it is important to remember that eventhough technology is an important part of KM today, it is never a solution in itself
and it should be used carefully as part of a broader KM strategy.

182Knowledge Management Positions and Roles
In this section, I will provide an overview of the knowledge management roles
that one may find in a company. It is important to note that different companies
may have some, all, or none of these positions. Furthermore, many will be parttime roles (Skyrme 2011), representing a portion of an employee’s/manager’s
responsibilities; this can even be the case for a top position like a CKO (Ning 2006).
Alternatively, multiple roles may be integrated into one position, or the knowledge
management responsibilities may be a part of more general functions (e.g. an
intellectual capital manager, an information worker, etc.).
However, these are the general roles that one can expect to fulfill in one
capacity or another if one pursues a career in KM.
Chief Knowledge Officer (CKO) / Chief Learning Officer (CLO): This represents thehighest position within the field of KM. The CKO or CLO is responsible for theoverall strategy, planning, and implementation. The CKO or CLO will be responsiblefor (Rusonow 2003 in Dalkir 2005):● Formulating KM strategy.
● Handling KM operations.
● Influencing change in the organization.
● Managing KM staff
Due to the importance of this position, the required knowledge and skills of the
CKO (or CLO) are specifically addressed in the section on Knowledge Management
Skills.
Knowledge Manager: This is a general term for an executive who works with the
CKO to implement knowledge initiatives and who manages KM efforts(Department of Navy, CIO). Examples of projects undertaken by knowledge
managers include strategizing KM and change management, taxonomy
construction, social network analysis, etc. (Ning 2006).

183

KM Champions / Knowledge Leaders: Promote KM in an organization (Dalkir2005), often by championing specific initiatives, e.g. re-designing the intranet,
facilitating communities of practice, constructing taxonomies, etc. (Ning 2006).
Knowledge Navigators / Knowledge Brokers: Someone who knows whereknowledge is located (Dalkir 2005) and who connects people with knowledge tothose who need it (Skyrme 2011).
Knowledge Synthesizers / Knowledge Stewards: This role is responsible forkeeping knowledge up to date (Skyrme 2011) and recording significant knowledge
to organizational memory (Dalkir 2005).
Knowledge Editor: Someone who manages the format and language of explicit
knowledge so that a user can more easily utilize it (Skyrme 2011).
Knowledge Analyst: Someone who translates user needs into knowledge
requirements (Skyrme 2011).
Knowledge Transfer Engineer: Captures and codifies tacit knowledge so as tofacilitate its reuse. Also facilitates the transfer of tacit knowledge by connecting
relevant people (Department of Navy, CIO).
Knowledge Systems Engineer: This is a systems expert who creates solutions for
KM initiatives through the use of portals, intranets, databases, and so on(Department of Navy, CIO).
Apart from this, you have a whole host of positions involved directly or indirectly
within KM, including everything from content publishers, human resource roles,
mentors, librarians, etc. (Dalkir 2005). In some capacities, such positions may
receive a designation which includes “knowledge management”, e.g. knowledge
management assistant.
The roles and positions outlined above are not exhaustive; there are countlessother ways to organize and name the KM functions. However, they should cover
the main responsibilities of KM workers and managers.

184Knowledge Management Skills
In this section I will draw upon several sources to outline the skills necessary fora career within knowledge management. Evidently, different positions willemphasize different aspects of KM, with leadership positions requiring a great
ability to manage, influence, and organize, while technical positions would focus
more on IT skills (relatively speaking). Over the years, there have been several
approaches to defining these skills from various perspectives. Below I will talk firstabout the skills of the knowledge worker and then specifically of knowledge
managers and the CKO or CLO (henceforth referred to as the CKO).
The Skills of Knowledge Workers
On a very general level, Mohanta (2010) identifies six characteristics that allknowledge workers need to some degree:● Possessing factual and theoretical knowledge● Finding and accessing information● Ability to apply information● Communication skills● Motivation● Intellectual capabilities.
This provides a foundation for understanding the basic knowledge management
skill set, but it does not include the skills needed for more specialized positions,e.g. within management or IT systems.
For this we turn to the knowledge management skills map presented by TFPL
(2000). TFPL is a UK-based recruitment, training, and consultancy company for theknowledge, information, and data industries. Their knowledge management skills
map is the result of an extensive survey of over 500 organizations. According totheir research, they defined the following general categories, each consisting of alarge set of skills:

185

● Strategic & Business Skills: Includes business planning, industry
knowledge, strategic thinking, leadership, and organizational skills.
● Management Skills: Includes business processes, people management,
process mapping, team building, and measurement.
● Intellectual & Learning Skills: Includes problem solving, mentoring,
conceptual thinking, being analytical, and the ability to deal with
ambiguity.
● Communication and Interpersonal Skills: Includes listening, negotiation,marketing, team working, and consulting.
● Information Management Skills: Includes codification, content
management, information processes, taxonomies, and IT applications.
● IT skills: Includes database management, information architecture,
programming, software applications, and workflow.
Depending on the specific KM position, some of these skills will be emphasizedahead of others. For example, according to TFPL, a knowledge worker would rely
more heavily on communication & interpersonal skills and thinking & learning
skills, while requiring least ability within management. By contrast, a CKO would
require little skill within information management and IT, and high skills in theother categories (particularly within strategic & business skills).
Another useful skill is identified by Skyrme (2011), who notes that "knowledge
networking" is considered a key ability for their KM team members. Knowledge
networking is explained as the ability to connect with people and continuously
expand one's networks to include other knowledgeable persons.
Knowledge Managers and the CKO
McKeen & Staples (2002) conducted a survey of 41 knowledge managers andfrom it they created a tentative portrait of the knowledge manager:● Highly educated● Already a seasoned organizational performer. Chosen for KM based on
proven performance.
● Seeks new knowledge● Likes "being at the forefront of something new and exciting"● Derives more motivation from a challenge than from formal power186

● Receives intrinsic rewards from helping others● A risk-taker● Sees KM as a way to "make a mark within the organization".
Looking more closely at the CKO, TFPL regard the most important characteristics
of a CKO to be first and foremost strategic & business skills, followed by thinking &learning skills and communication & interpersonal skills. Baren 2011 offers asimilar though more specific perspective, by identifying five core areas within
which CKOs should possess as many skills as possible:● Knowledge Management Experience● Learning Industry Experience● Technology Project Management● Matrix Management Skills● Industry Subject Matter Expertise
Again, the emphasis is on very strong management skills, though with certain
specializations. For instance, in his experience within technology management, the
CKO should have rolled out new solutions and acted as a liaison between businessand technology. His matrix management skills should include enabling crossfunctional teams and being comfortable in a "matrix reporting environment"(Baren 2011).
This concludes this article on knowledge management skills. Hopefully, it shouldhave helped shed some light on the type of skills required by knowledge workers,
and particularly on what constitutes a competent knowledge manager and/or
CKO.

187

References

188

189

Below you can find my list of sources for the work presented on this book.
First, for those of you interested in reading more on this, I particularly
recommend:
Botha et al. (2008): The book is in two parts. The first presents a very concise
and in-depth overview of knowledge management (KM), organizational learning,organizational memory, organizational culture, and so on. The second part offers
one of the most in-depth looks at knowledge management systems that I haveever seen in a KM book.
Liebowitz (2009): A short book focused on knowledge retention. It offers many
interesting case studies, taking a more practical oriented approach than othertexts.
There are many noted authors that I did not list above (e.g. Brown & Duguid's
contribution to communities of practice) since I was trying to point the reader inthe direction of more general KM texts.

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About Me210

My name is Emil Hajric. I am an entrepreneur and now founder of a knowledge
base software company that has sprung out from a need for a better knowledge
management tool while writing articles on this website. I was looking to solve theproblem of organizational learning, organizational memory, knowledge
management, and so on.
I currently run Helpjuice, a knowledge management software company based inJacksonville, FL.
Contact info: mailto:info@knowledge-management-tools.net

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