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Chapter 6

Supporting Knowledge Management

through Technology

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Introduction

• Knowledge management systems (KMS) are important contributors to the processes and integration of knowledge into work activities

• KMS facilitate knowledge interactions, distribution, retrieval and retention

• They can strongly influence user acceptance of the knowledge management philosophy

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Knowledge Management Systems (1/3)

• Enable knowledge capture and exchange• Facilitate the acquisition, documentation,

transfer, creation and application of knowledge

• Ensure greater knowledge functionality

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Knowledge Management Systems (2/3)

KMS principles • Defined purpose and boundaries• Inter-related components• Stakeholders include end-users, system

managers and content managers

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Knowledge Management Systems (3/3)

The dynamic nature of the knowledge management system

• KMS comprise subsystems which can operate independently, but also contribute to the larger, more comprehensive system

• KMS draws integration from these subsystems

• KMS = living systems

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Knowledge Management System Technologies

• A range of supporting technologies in 4 areas of activity:– Business process management

– Content management

– Web content management

– Knowledge applications management

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Business process management

• Links system to corporate policy and processes on knowledge access and priorities

• Integrates technical processes, organizational records, procedures, policies and related systems

• Assists with decision-making, corporate communication and effective relationship management

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Content management system (CMS)

• Ensures valued knowledge sources are indexed, retrievable, logically arranged and protected

• Technical components may include metadata, indexes and methods for maintaining quality control

• Typical elements might include knowledge repositories and document management strategies

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Web content management system

• Accessible and secure operational platform• Protects and assists knowledge users• Includes management processes relating to

servers, file sharing, portal and browser management, user identification, security and system upgrades

• Aims for easy human-computer interface and effective system integration

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Knowledge applications management

• Provides access to specialized tools and services

• Assists knowledge creation and workflow management

• Commonly provided as desktop packages on the individual’s computer

• Assists with project management, communication, document and workflow management

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Knowledge Management Subsystems

• Smart enterprise suites integrate:– Browser

– Portal

– Data management

– Collaborative processes

– Single platform

– Common approach and ‘feel’

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Knowledge Management System Development (1/2)

• KMS are still evolving: they are not yet fully ‘perfected’

• Organizational context will influence the development

• System introductions need careful management

• Engagement of users and managers, and addressing of any concerns is critical

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Knowledge Management System Development (2/2)

KMS development stages 1. Justify the need for a system

2. Identify the system requirements

3. Clarify the system specifications

4. Evaluate potential systems

5. Select the best option / components

6. Implement the system

7. Evaluate the system adoption and acceptance

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Justifying the need for a KMS

• Does the organization really need a technological-based KMS?

• Should reflect organizational needs, priorities and outcomes

• What are the stakeholder expectations?• Does it need to link to existing systems?• Are there existing processes that should be

integrated?• Formation of the steering group

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Identify the system requirements

• Consider the user needs and the type of applications that will be incorporated

• KMS research and existing experience from other organizations

• System constraints, requirements, inter-relationships

• Request for information

Clarify the system specifications

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Evaluate potential systems

• Request for tender• System-organization fit• Vendor-organization fit• After-sales service• Canned versus live demonstrations

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Select the best option/component

• Can we afford it?• Will it do what we need?• Should we stagger implementation?• Should we outsource?• Should we wait?

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Implementing the system

• Pilot study• User training• Helpdesk• Online help• Manuals• Champions• Monitor adoption• Address any feedback from the pilot study

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Evaluate the system adoption and acceptance

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Concluding Points

• KMS can greatly enhance knowledge management

• Different subsystems contribute to the KMS• System development must be carefully

planned and managed• Knowledge user acceptance is critical to the

successful implementation of the KMS

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Today’s focus questions:

• What are knowledge management systems? • How do knowledge management systems

contribute to the knowledge process?• What are the issues that are critical for

successful knowledge management system development and implementation?

– Lecture reference: Debowski, Chapter 6