Knowledge Management

Knowledge management (KM) is the practice of transforming the intellectual assets of an organization into business value. This chapter takes a comprehensive look at KM, structured around five key questions that organizations face: what knowledge should be managed, where is it, how does it get where it is needed, what is the role of innovation, and what is the influence of organizational culture. Addressing these questions leads naturally to the consideration of intellectual capital, communities of practice, learning, knowledge sharing, knowledge packaging, and the life cycle of knowledge in organizations. The architecture and technology components of KM systems are described as they provide capabiHties for publishing, profiling, content structuring, content delivery through push and pull mechanisms, collaboration, interface and portal design, and data mining. The discussion of KM systems includes references to representafive tools and technologies such as case-based reasoning and XML. The strategic and tactical design of an organizational KM program is described, including program elements, success criteria, and the role of the Chief Knowledge Officer. Many examples and references are provided. Also discussed are issues surrounding KM and observations on its future.

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