Knowledge Management SystemsQuestions to ConsiderWorking KnowledgeTalking about Knowledge?Knowledge Boom?Path to KnowledgeTypes of KnowledgeTypes of Knowledge 2Seeking KnowledgeInformation Seeking in ContextModes of ScanningModes of Scanning for InformationInformation Seeking Behaviors & Web MovesIntegrated Modes & Moves ModelCorporate Web Information SeekingCorp. Web Info Seek AttitudesKnowledge InterpretedKnowledge MarketsKnowledge EconomyKnowledge Economy EfficienciesKnowledge Market PathologiesInformation as ProductKnowledge GenerationKnowledge CodificationSlide 25Capturing KnowledgeCoordinating KnowledgeKnowledge Management Systems Knowledge Management Systems •Week 2 Schedule-Syllabus Updates-Web Site-Blogs Analysis-Groupware Analysis-Topic Review & Selection-Readings DiscussionQuestions to ConsiderQuestions to Consider•What is KM?•What Does KM Provide?•Best Approaches for KM?•KM as a Process?•Who Does KM?Working KnowledgeWorking Knowledge•What Do We Talk About When We Talk About Knowledge?•The Promise and Challenge of Knowledge Markets•Knowledge Generation•Knowledge Coordination and Codification•“the only unlimited resource” – Paul RomerTalking about Knowledge?Talking about Knowledge?•Information Technology has enabled a promise that knowledge can be managed, captured, measured and transferred.-Speed of Transfer•SIGs and User Groups•Too Fast?-Measurement of Knowledge?•Quantitative and Qualitative•Decision Making-Economics of Knowledge•Nobel Prize(s)•Business Process ModelingKnowledge Boom?Knowledge Boom?•Who are the Knowledge Wildcatters?•What are the Knowledge Syndicates?•Knowledge De-Regulation?•What was going on before the boom?•Knowledge Vacuum-Noticing lost knowledge because it is gone.-Working to improve organizational performance.•Driven by Technology?-IT as a means?-IT as a workplace paradigm shifter?Path to KnowledgePath to Knowledge•Data•Information – Added Value-Contextualized: purpose data is gathered-Categorized: key components recognized-Calculated: analyzed-Corrected: error free-Condensed: summarized-“the difference that makes a difference” – Bateson•Knowledge-Action (decisions)-Experience (wisdom)Types of KnowledgeTypes of Knowledge•Experience-Individuals-Groups-Cultures•Ground Truth-Situational-Active•Complexity-Plastic-Sensemaking - InterpretationTypes of Knowledge 2Types of Knowledge 2•Rules of Thumb and Intuition-Heuristics-Proceedures-“Scripts”•Values and Beliefs-Culture (again)-Perspectives-“Beliefs and Commitment” – Nonaka & TakeuchiSeeking KnowledgeSeeking Knowledge•Managers get 66% of their Knowledge from face-to-face meetings or phone conversations. P 12•People find most Web sites via recommendation. (Not much active searching.)Information Seeking in ContextInformation Seeking in ContextModes of ScanningModes of ScanningScanningModesInformation Need Information Use Amount ofTargetedEffortNumberofSourcesTacticsUndirectedViewingGeneral areas ofinterest;specific need to berevealedSerendipitousdiscovery“Sensing”Minimal Many • Scan broadly a diversity ofsources, taking advantageof what’s easily accessible• “Touring”ConditionedViewingAble to recognizetopics of interestIncreaseunderstanding“Sensemaking”Low Few • Browse in pre-selectedsources on pre-specifiedtopics of interest• “Tracking”InformalSearchAble to formulatequeriesIncreaseknowledge withinnarrow limits“Learning”Medium Few • Search is focused on anissue or event, but a good-enough search issatisfactory• “Satisficing”FormalSearchAble to specifytargetsFormal use ofinformation forplanning, acting“Deciding”High Many • Systematic gathering ofinformation on a target,following some method orprocedure• “Retrieving”Modes of Scanning for InformationModes of Scanning for InformationScanning ModesInformationNeedInformationSeekingInformationUseUndirectedViewingGeneral areas ofinterest“Sweeping” “Browsing”ConditionedViewingAble to recognizetopics of interest“Discriminating” “Learning”InformalSearchAble to formulatesimple queries“Satisficing” “Selecting”FormalSearchAble to specifytargets in detail“Optimizing” “Retrieving”Information Seeking Behaviors & Information Seeking Behaviors & Web MovesWeb MovesIntegrated Modes & Moves ModelIntegrated Modes & Moves Model Starting Chaining Browsing Differentiating Monitoring ExtractingUndirectedViewingIdentifyingselectingstartingpages, sitesFollowinglinks oninitialpages ConditionedViewing Browsingentrypages,headings,site mapsBookmarking,printing,copyingGoing directlyto known siteRevisiting‘favorite’ orbookmarkedsites for newinformation InformalSearch Bookmarking,printing,copyingGoing directlyto known siteRevisiting‘favorite’ orbookmarkedsites for newinformationUsing(local)searchengines toextractinformationFormalSearch Revisiting‘favorite’ orbookmarkedsites for newinfoUsingsearchengines toextractinformationCorporate Web Information SeekingCorporate Web Information Seeking•The Web was the 3rd most frequently used source•Participants spent about 20% of their work hours using the Web•Majority looked for technical information on the Web•Quality of Web information was perceived to be “very high” (reliable)•Web was perceived as accessible as other “internal” sources however less accessible than mass media sources•Few participants deliberately set out to search for new sitesCorp. Web Info Seek AttitudesCorp. Web Info Seek Attitudes•Most useful work-related sites:1. Resource sites by associations & user groups2. News sites 3. Company sites4. Search engines•Most people do not avidly search for new Web sites•Criteria to bookmark a site is largely based on a site’s ability to provide relevant & up-to-date information•Methods for identifying new Web sites:1. Search engines2. Magazines & newsletters3. Other people/colleaguesKnowledge InterpretedKnowledge Interpreted•Is Knowledge a Product or a Service?•What isn’t Knowledge once interpreted?•That Difference that makes you more Competitive?•Knowledge is the main difference, the principle advantage.-Technologies eventually evens out-The changes to culture and individuals don’t.•Information Technology can enable changes that last beyond their influence. -Networked Knowledge-Networked OrganizationKnowledge MarketsKnowledge Markets•Economists moving into KM?•Markets Mean Measurement-KM