Knowledge Management Strategy and Techology Book

	Preface	xi
	Introduction	xix
1	A practical framework for understanding KM	1
1.1	Introduction	1
1.1.1	How we know what we know: understanding knowledge	2
1.2	Information is knowledge in motion	5
1.2.1	Phenomena	8
1.2.2	Facts	8
1.2.3	Data	8
1.2.4	Information	9
1.2.5	Understanding	9
1.2.6	Wisdom	10
1.3	Applying Gates's metaphor of a "digital nervous system"	11
1.3.1	A four-layer model of the movement and use of information	12
1.3.2	Relation of technology and transmission/networking	14
1.3.3	Relation of form and content	14
1.4	Moving and using information: the practice of information networking in a KM context	16
1.5	Conclusion	18
1.5.1	The future of KM: distinctive trend or ubiquity	18
1.5.2	Future of technology: mechanized techniques	19
1.5.3	Recommendations	20
1.5.4	Overarching conclusion: humans know best--homo sapiens comes into its own	21
	Endnotes	21
2	Document imaging and management: taming the paper tiger	23
2.1	Introduction	23
2.2	Information revolution	24
2.2.1	The business case	26
2.2.2	What is document imaging and management?	28
2.3	System solutions	29
2.3.1	American Electric Power	29
2.3.2	The railroad system	30
2.3.3	The bank solution	31
2.3.4	The utility solution	32
2.4	The moving parts of DIM	33
2.4.1	Preparing the documents	35
2.4.2	The software	36
2.4.3	Developing the network	37
2.5	Questions to be answered	38
2.6	Professionalism in the field	39
2.7	Conclusion	39
	References	40
3	Groupware: messaging and cooperation	41
3.1	Introduction	41
3.2	A wide view	42
3.2.1	Groupware, the Internet, your intranet	43
3.2.2	Client-server architecture	43
3.2.3	Groupware functions: e-mail	44
3.2.4	Groupware functions: scheduling and calendaring	49
3.2.5	Groupware functions: real-time conferencing	50
3.2.6	Groupware functions: asynchronous conferencing	52
3.3	Conclusion	56
	References	57
4	Developing effective knowledge with both qualitative and quantitative research	59
4.1	Introduction	59
4.1.1	Using quantitative and qualitative methods together for higher-quality data	60
4.2	Problems	62
4.2.1	Pitfalls of qualitative measurements	62
4.3	Solutions	65
4.3.1	Providing reliable qualitative research	65
4.3.2	Case study examples	68
4.3.3	Quality of Service in the wireless industry	69
4.3.4	Implementation of quick response information systems	70
4.3.5	Managerial and economic aspects of rapid information technology acquisition	71
4.3.6	Client-server computing	72
4.4	What to do next: use new technology	72
4.5	Conclusion	73
	References	74
5	Systems architecture: the preparation for KM	75
5.1	Introduction	75
5.1.1	Current architecture	76
5.2	Problems: the opportunities and the challenges	79
5.2.1	Search and destroy--eliminate redundancy	80
5.2.2	Defining core data or what is to be mined	81
5.2.3	The data engine	82
5.2.4	There must be directories	82
5.2.5	Surround-increase flexibility of present systems	83
5.2.6	Quality data structure	84
5.2.7	Separate the data from the processing	85
5.2.8	Conceptual model	86
5.2.9	Supporting technology	86
5.2.10	The "look" or the "content"?	87
5.3	Implementing a KM strategy	88
5.3.1	KM side benefit	90
5.3.2	Data quality rules	91
5.4	Conclusion	92
	Selected bibliography	93
6	Data warehousing: the storage and access of distributed information	95
6.1	Introduction	95
6.2	Storing information	97
6.3	Distributing information	99
6.4	Accessing information	100
6.4.1	Object Management Group CORBA and microsoft.com	100
6.4.2	Search engines	101
6.4.3	Client-server architectures	102
6.4.4	Distributed data	103
6.4.5	Object database structures	105
6.5	Using RAID technology for storage and protection	106
6.6	The data warehouse for storing information	107
6.7	Using the Web as a warehouse	109
6.8	Conclusion	110
	Selected bibliography	112
7	An integrated development model for KM	113
7.1	Introduction	113
7.2	Defining the problem	114
7.2.1	What is KM?	115
7.2.2	Framework for a KM capability	115
7.3	Solution: integrated KM development model	118
7.3.1	Background	118
7.3.2	Overall process	118
7.4	Conclusion	133
	References	134
8	The role of directories in KM	135
8.1	Background	135
8.2	Problems with the traditional directory	136
8.3	Full-service directory solution	137
8.3.1	Role of directory services	138
8.3.2	Building a directory foundation	138
8.3.3	The human factor	142
8.4	What to do next: finding knowledge workers	144
8.4.1	Some other ideas	145
8.4.2	Finding, accessing, and filtering knowledge	147
8.4.3	Publishing knowledge	148
8.5	Conclusion	149
	References	150
9	The Internet as a mechanism to enhance content and extend access to corporate data resources	151
9.1	Background	151
9.1.1	Size, scope, and rate of growth of the Web	152
9.1.2	Information gold mine	153
9.2	Problems with information overload	153
9.2.1	Missing structure	154
9.2.2	Metadata: adding missing structure	155
9.2.3	Dublin Core	156
9.3	Solutions: harvesting the Internet	157
9.3.1	Broken links	158
9.3.2	PURLs of wisdom	159
9.3.3	Protecting the Internal Data warehouse: security concerns	160
9.3.4	Internal security risks	162
9.3.5	Controlling egress	163
9.4	What to do next by monitoring egress	164
9.4.1	Network storage	165
9.5	Conclusion	166
	References	167
10	A case study: the power of managing knowledge in a worldwide enterprise	169
10.1	Introduction	169
10.2	Problems during transformation	170
10.3	Solution with first-generation KM	171
10.3.1	Teams and Communities	171
10.3.2	Key first-generation lessons	174
10.4	Continuing solutions with second-generation KM	175
10.4.1	Knowledge discovery	175
10.4.2	Key second-generation lessons	177
10.5	What to do next: go third-generation KM	178
10.5.1	Business transformation	178
10.6	Conclusion	179
11	KM for competitive advantage: mining diverse sources for marketing intelligence	181
11.1	Introduction	181
11.1.1	Ideal data to meet competitive goals	182
11.1.2	Matching real data to the ideal	184
11.1.3	Case study: modeling approach to build knowledge	187
11.1.4	Modeling technology to capitalize on diverse data	190
11.1.5	Results for modeling in competitive contexts	192
11.2	Solutions for decision support	194
11.2.1	New directions and products	195
11.3	Conclusion	197
	References	198
12	Building knowledge communities with webs of connections	201
12.1	Background	201
12.1.1	Communities of interest	203
12.1.2	What does it do for Edmunds?	205
12.1.3	Accelerating business	206
12.1.4	Communities of practice	207
12.2	Solutions	208
12.2.1	Sharing knowledge	209
12.2.2	Communities of exchange	210
12.3	What to do next	211
12.4	Conclusion	212
12.4.1	Building successful knowledge communities	212
	References	213
Appendix A	Case studies list	215
Appendix B	Selected bibliography	217
Appendix C	Glossary	221
	Contributors	227
	Index	235