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Chapter 7

Developing a Core Knowledge Framework

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Introduction (1/2)

• Most organizations face a knowledge glut• Many apply a ‘kitchen sink’ approach to

providing access to knowledge• This can prevent useful application of

knowledge• The goal of knowledge management is to

facilitate ready access to critical knowledge when people need it

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Introduction (2/2)

Content management • Vital to effective knowledge management • Identifies and categorizes valued knowledge• Manages and maintains the currency and

accessibility of that knowledge

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Core Knowledge

• Strategic or operational knowledge which contributes to essential organizational processes or outcomes

• Long-term value to the organization• Enables high performance on core activities• Justifies the cost of knowledge capture and

management• Minimizes duplication, misinformation and

redundant effort

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The Three Phases of Managing Core Knowledge

• Knowledge management relies on an effective content management system (CMS)

• The CMS is developed progressively:– Phase 1: clarify the core knowledge scope

– Phase 2: define core knowledge parameters

– Phase 3: develop the core knowledge structure

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Phase 1: Clarify the Core Knowledge Scope (1/4)

• Explores the types of core knowledge found in the organization and the ways in which that knowledge is used

• Clarifies the nature of the organization’s core business

• Determines the knowledge domain to be supported and encouraged

• Ensures staff have the capabilities to use that knowledge

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Phase 1: Clarify the Core Knowledge Scope (2/4)

Identifying the core business and its knowledge requirements

• What are the major organizational activities?• Where is the firm going?• Is there specialized or unique knowledge?• Which knowledge needs to be shared?• Can the costs of sharing be recouped through the use

of that knowledge?• What are the benefits of enabling the use of the

knowledge by others?

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Phase 1: Clarify the Core Knowledge Scope (3/4)

Define the knowledge domain • Areas of knowledge that support the core

business strategy of the organization• Each organization develops a different

knowledge domain• Knowledge which members need to share

and use as common resources• Knowledge which is strategic and needs to be

developed and cultivated over time

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Phase 1: Clarify the Core Knowledge Scope (4/4)

Review knowledge capabilities • Identification of desired capabilities, valuable

sources of knowledge, demonstrable capabilities and knowledge practices

• What do our employees really know?• What should they know?• How can they gain this knowledge?

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Phase 2: Define Core Knowledge Parameters

(1/6)

• Defines and builds policies relating to the core knowledge domain identified in phase 1

• Provides boundaries for the core knowledge to be supported in the KMS

• Ensures relevant contributions to the system, and appropriate use of the system

• Still accommodates evolving requirements

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Phase 2: Define Core Knowledge Parameters

(2/6)

Defining core knowledge • Clear definition of what is important• Directs employee attention and knowledge

management resources to that knowledge• Should reflect the capacity to manage and

contribute to the resultant domain• May commence with a very tight focus and

then expand as time progresses

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• Categories of core knowledge: – Basic core knowledge: essential knowledge

generated, shared and accessed by all staff

– Strategic core knowledge: limited access, progressive development, needs updating

– Developmental core knowledge: potentially beneficial, but still under development

Phase 2: Define Core Knowledge Parameters

(3/6)

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• Defining the core — practical considerations:– Absorptive capacity of the individuals

– Will there be sufficient return on the investment costs of capturing, recording and maintaining knowledge?

– Does the increased management add value?

– Can the system be maintained?

– Will the KMS make the knowledge more accessible?

Phase 2: Define Core Knowledge Parameters

(4/6)

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Develop the core knowledge policy • Describes the nature of core knowledge• Clarifies importance and value of knowledge• Outlines the roles of various stakeholders• Provides guidance on the overall principles

to be applied• Policies do not normally include procedures

and practice — these are contained in guidelines which can change as required

Phase 2: Define Core Knowledge Parameters

(5/6)

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• Some policy considerations – What, how and when will employees share

their core knowledge?

– Policy implementation

– Relationship with other organizational processes and systems?

– Confidential, competitive knowledge

– Transient strategic knowledge management

Phase 2: Define Core Knowledge Parameters

(6/6)

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Phase 3: Developing the Core Knowledge

Structure (1/7)

• Systems and processes which assist with mapping and organizing the organization’s core knowledge

• Encompasses mapping, categorizing, indexing and otherwise labelling core knowledge to facilitate its management

• Enables the ready retrieval of core knowledge through effective search processes

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User-driven core knowledge

versus

Systematic core knowledge definition

Phase 3: Developing the Core Knowledge

Structure (2/7)

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Mapping core knowledge • Knowledge maps describe the core

knowledge categories and focal areas• Define the structural breakdown of the

different core knowledge areas• Two types of maps can be developed:

relational knowledge maps or operational knowledge maps

Phase 3: Developing the Core Knowledge

Structure (3/7)

Relational knowledge map

Operational knowledge map

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Phase 3: Developing the Core Knowledge

Structure (4/7)

Establishing and promoting the knowledge repository

• Repositories link the different sources by integrating them into a single united system which can be searched in many different ways

• Structured or unstructured repository management strategies?

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• Structured repository management – Integrate the use of common structures,

formally constituted headings and content descriptors to describe the content

– Keyword headings facilitate subsequent retrieval by providing predictable and reliable terms which are used by both contributors and knowledge seekers

– Descriptors guide the user as to the defined content to be found under a keyword

Phase 3: Developing the Core Knowledge

Structure (5/7)

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• Unstructured knowledge repositories – Knowledge is not structured in terms of

content, but is found using free-text searching

– Usage is flexible, and sources can be accessed in many creative ways

– Successful identification of sources relies on the use of common language and ideas

Phase 3: Developing the Core Knowledge

Structure (6/7)

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• Repository design principles – Ensure only core knowledge is included

– Clarify the level of control over content

– Browser design should match the user needs and capabilities

– There should be easy access to the system and user guidance

– Search agents may assist the user

Phase 3: Developing the Core Knowledge

Structure (7/7)

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Content Authorship

• Knowledge in repositories will be reused, adapted and generally changed over time

• Should people be recognized for their contributions?

• The source documentation can recognize each individual’s contribution and the date of the contribution

• Recognition and reward systems may also integrate this information

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Concluding Points

• Content management is a critical factor in building an effective KMS

• Core knowledge should be clearly defined and agreed before the KMS is implemented

• Structured and well controlled systems provide better overall support to the user

• Knowledge repositories rely on effective knowledge maps to guide their structure and management

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Today’s focus questions:

• What is core knowledge? • Why is it important to clarify the scope and

nature of core knowledge?• What are some of the likely issues which

may arise when building a content management system?

– Lecture reference: Debowski, Chapter 7