Another body of knowledge you might find informative about process and procedure for information transfer into knowledge can be found in situation theory . A web search on this phrase will turn up quite a bit. I agree that Information Technology vendors too often exaggerate the support that technology can provide in the areas of knowledge management and knowledge capture. The domain of knowledge is the brain, not the disk drive. Nevertheless, IT does have valuable support to offer, not only in libraries and catalogs, but especially in collaborative connection and infrastructure.
People come in many thinking and learning varieties.
One quick cut is known popularly as the left and right brain dominance differences - logical vs gestalt, detailed vs holistic, bottom up vs top down, sequential vs parallel. I have found over the years that presenting a gestalt picture to a dominantly logical thinker fails to transfer any knowledge, just as a procedural view generally fails with gestalt dominant thinkers. My experience leads me to feel that most of the people I try to communicate with in operational business environments are in the logic dominant area - probably because their promotion to positions of management have been facilitated by their generally more effective communications capability. In any event, these minds prefer a procedural view point of what to do and why, rather than an equally valid mind map of contradictory and broader information. Thus, since I hope to have an effect on decision makers of all kinds, I find it necessary to develop procedural tools - on occasion I liken this to dressing up a sheep in wolf's clothing.