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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