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Enterprise 2.0 Knowledge Management

A Revolution of Knowledge in Three Parts.

This is Lisa.

Lisa works in manufactoring.

This is Brad.

Brad works in product development.

Both work for a large supplier of the automotive industry.

Lisa and Brad work6,000 miles away from each other

and are busy with the same problems.

They dont know each other.

But they should.

Thats actually this mans job: Klaus is the knowledge manager.

Groupware Fileserver


KnowledgeDataBase KnowledgeManagementProcess


Klaus tried everything to bring Lisa and Brad together

but it didnt help very much.

Is that Lisas or Brads fault?


Because both are happy to share their knowledge...

We all like to share knowledge

if we get the right audience.

More than 80 % of all web users who create content say that the they do it because they like to communicate and exchange information with other people.

IBM/ZEM StudyInnovation indenMedien2008

Positive feedback from others is important.

That promotes our status as experts.

However without an audience, we are not motivated

and we dont know the context in which our knowledge is used.

We only know what we know when we need to know it.

We always know more than we can tell and we always tell more than we can write.

David Snowden, Complex Acts of Knowing - Paradox andDescriptive Self Awareness

The old knowledge management didnt care.

1. Write your knowledge into a database.

2. Find an adequate level of detail.

3. Maybe somebody will use your knowledge some day. And maybe not.

4. Dont spend too much of your time on this!

Its no surprise that Lisa has to set priorities.

I dont know if anybody will ever need my knowledge.I dont know how somebody will use my knowledge.Id rather take care of really important things.

The old knowledge management doesnt work, because it...

defines knowledge as a transferable good, which is centrally provided.

demands knowledge-sharing without providing an audience.

wants to manage knowledge.

Nach: Wilson, T.D. (2002) "The nonsense of 'knowledge management'" Information Research, 8(1), paper no. 144 [Available at] Bild:

You can't manage knowledge. Knowledge is between two ears, and only between two ears.

Peter Drucker

Where do we go from here?

The web enters the business

Klaus loves the Wikipedia!

He is astonished by the huge number of blogs on the internet

... and he jumps at his chance.

Well use a Wiki for our glossary!

Everybody participates and together we will establish our own Wikipedia!

Chris Harrison -

Social Software

... makes knowledge management



Social Software is (unfortunately)

just a tool...

Sure it is easier, more intuitive, and looks better but it wont guarantee an audience either.

Social Software in your business1. Write your knowledge into a database, into

the wiki, a blog, [or other Social Software tool].

2. Find an adequate level of detail.

3. Maybe somebody will use your knowledge some day. And maybe not.

4. Dont spend too much of your time on this!

But it works on the web

Sure, but just 1 % of all web users create the majority of content.

Quelle: Nielsen, 2006

The 90-9-1


1 % of web users create the majority of content.

9 % of web users comment and tag information.

90 % of web users only consume information.

How many of your employees are the 1%?

How many of your most important but busy experts will be part of this one percent?


Sorry, Klaus

but that is not knowledge management!

Social Media vs. Knowledge Management: A Generational War.

Knowledge Management and Social Media look very similar on the sur face, but

are actually radically different at multiple levels, both cultural and technical, and are locked in an undeclared cultural war

for the soul of Enterprise 2.0.

1. Sharing knowledge is always voluntary, no one can ever be forced.

2. We share knowledge when we have the right audience, that motivates us and creates the right context.

3. Social Software alone is not the solution to the old problems of knowledge management.

Will Brad and Lisa ever find each other?

Frank Wolf, Christoph Rauhut, Simone Happ, Christopher Buschow, Katja Drger, Christin BttnerThanks to: Anne Glas, Holger Gnzler, Dada Lin, Jana Frommhold, Ricarda Kckler