O'Reilly logo

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Knowledge Management in Practice

Book Description

"This evidence-based book provides the framework and guidelines that professionals need for working with the contemporary explosion of data that is creating opportunities and challenges to all phases of our society and commerce." –Larry R. Medsker, Research Professor in Physics and Data Science, The George Washington University

Knowledge Management in Practice is a resource on how knowledge management (KM) is implemented. It provides specific KM methods, tips, techniques, and best practices to gain competitive advantage and the most from investing in KM. It examines how KM is leveraged by first responders, the military, healthcare providers, insurance and financial services companies, legal firms, human resources departments, merger and acquisition (M&A) firms, and research institutions. Essential KM concepts are explored not only from a foundational perspective but also from a practical application. These concepts include capturing and codifying tacit and explicit knowledge, KM methods, information architecture, search, KM and social media, KM and Big Data, and the adoption of KM.

Readers can visit the book’s companion website, KM Mentor (www.KMMentor.com), where they can access:

  • Presentations by industry leaders on a variety of topics
  • KM templates and instruction on executing KM strategy, performing knowledge transfer, and KM assessments and audits
  • KM program and project implementation guidance
  • Insights and reviews on KM tools
  • Guidance on implementing and executing various KM Methods
  • Specialized KM publications
  • A private secure collaboration community for members to discuss ideas and get expert answers and advice

Table of Contents

  1. Cover
  2. Half Title
  3. Title Page
  4. Copyright Page
  5. Dedication
  6. Table of Contents
  7. Foreword
  8. Preface
  9. Acknowledgments
  10. Author
  11. 1 Introduction
    1. Overview
      1. The Case for Implementing Knowledge Management (Chapter 2)
      2. Being Social: Knowledge Management and Social Media (Chapter 3).
      3. Dude, “Where’s My Car?”: Utilizing Search in Knowledge Management (Chapter 4)
      4. The Age of Discovery: Knowledge Management in Research Institutions (Chapter 5)
      5. “Where Have All My Experts Gone?”: Knowledge Management in Human Resources and Talent Management (Chapter 6)
      6. “Sound the Alarm!”: Knowledge Management in Emergency and Disaster Preparedness (Chapter 7)
      7. Happily Ever After: Knowledge Management in Mergers and Acquisitions (Chapter 8)
      8. “Is There a Doctor in the House?”: Knowledge Management in Healthcare (Chapter 9)
      9. “Show Me the Money!”: Knowledge Management for Financial Services (Chapter 10)
      10. “Are You in Good Hands?”: Knowledge Management in Insurance (Chapter 11)
      11. “Sign Right Here!”: Knowledge Management in the Legal Profession (Chapter 12)
      12. “A Mind is a Terrible Thing to Waste!”: Knowledge Management Education (Chapter 13)
      13. “Big Knowledge!”: Knowledge Management and Big Data (Chapter 14)
      14. “What Have You Done for the War Fighter Today?”: Knowledge Management in the Military (Chapter 15)
      15. Drinking the Knowledge Management Kool-Aid: Knowledge Management Adoption (Chapter 16)
      16. Failure Is Not an Option: Why Do Knowledge Management Programs and Projects Fail? (Chapter 17)
      17. Summary (Chapter 18)
    2. Outline of the Book
      1. Structure of Each Chapter
  12. 2 The Case for Implementing Knowledge Management
    1. KM Business Case Structure
    2. KM Solution Analysis
      1. Needs Analysis
    3. KM Solution Implementation Approach
    4. Software Methodologies
      1. Iterative Software Development Methodology
      2. Agile/Scrum
      3. OpenUP Methodology
      4. Knowledge Acquisition Unified Framework
    5. Risk Assessment
    6. Value Analysis
    7. ROI for KM
    8. KM Metrics and Key Performance Indicators
    9. Information Currency
    10. User Feedback
    11. Distributed Authoring
    12. Transaction Costs
    13. Strategic Look at the KM Business Case
    14. Key Learnings
    15. Tips and Techniques
  13. 3 Being Social: Knowledge Management and Social Media
    1. Participatory Communication Cycle
      1. KM and the Participatory Communication Cycle
        1. Social Media, KM, and the Enterprise
        2. Social Media Policies, Procedures, and Guidelines
        3. Social Media Strategy
        4. Sample Social Media Strategy—Roles and Responsibilities
        5. Develop a Content Strategy
    2. Key Learnings
    3. Tips and Techniques
  14. 4 Dude, “Where’s My Car?”: Utilizing Search in Knowledge Management
    1. Information Architecture
      1. Content Model
        1. Steps Involved in Constructing the Content Model
      2. Taxonomy
      3. Metadata
        1. Metadata Fields
        2. Metadata Attributes
        3. Metadata Schema
    2. The Role of the Information Architect
      1. Search Intent
      2. Tools
        1. Wordmap Taxonomy Management Software
        2. Data Harmony: Expert Knowledge Management with Powerful Semantic Tools and Intelligent Design
    3. Key Learnings
    4. Tips and Techniques
  15. 5 The Age of Discovery: Knowledge Management in Research Institutions
    1. Five Challenges Faced When Implementing KM in Research Institutions
      1. The Case for Implementing a KM Strategy
      2. Developing Your KM Strategy
        1. Components of a Research Organization’s KM Strategy
      3. Knowledge Sharing Techniques
        1. After Action Reviews
        2. Working in Collaborative Settings
      4. Innovation Techniques
        1. Creating Diversified Teams
        2. The Medici Effect
        3. Conducting the Knowledge Café
        4. Creating Root Cause Analysis Sessions
        5. Creating Opportunities for Brainstorming
      5. Methods/Tools for Capturing, Cataloging, Reusing, and Locating Research Knowledge/Expertise
        1. Location of Knowledge Domains
        2. Construction of the Representation of the Knowledge Capital by a Knowledge Map
        3. Knowledge Portal/Repository/Knowledge Base
    2. Key Learnings
    3. Tips and Techniques
  16. 6 “Where Have All My Experts Gone?”: Knowledge Management in Human Resources and Talent Management
    1. Role-Based Knowledge
    2. Role Knowledge Base
    3. Knowledge Map to Identify Experts
    4. Human Capital Management
    5. Talent Management
      1. KM Influence on Talent Management
      2. High-Impact Talent Management Framework
    6. Key Learnings
    7. Tips and Techniques
  17. 7 “Sound the Alarm!”: Knowledge Management in Emergency and Disaster Preparedness
    1. Introduction
    2. First-Responder KM Strategy
    3. Knowledge Shared, Captured, and Reused
      1. Quick and Decisive Decision Making
      2. Acquiring EMS Knowledge
      3. Knowledge Recognition, Needs Assessment and Allocation Feedback, and Evaluation
      4. Expertise Coordination Practices
      5. Command and Control Structure
      6. Learning and Knowledge Transfer
    4. Types of KM Strategies
      1. Codification (Technological) KM Strategy
      2. Personalization KM Strategy
      3. Socialization KM Strategy
    5. Factors Influencing the Selection of a KM Strategy
    6. Aligning the KM Strategy with the Business Strategy
    7. Firefighter First-Responder KM Strategy
    8. Knowledge Transfer Planning
    9. Knowledge Audit
    10. Action Plan—After Action Reviews
    11. Additional KM Strategy Template Elements
    12. Conclusion
    13. Key Learnings
    14. Tips and Techniques
  18. 8 Happily Ever After: Knowledge Management in Mergers and Acquisitions
    1. M&A: The Basics
    2. Acquisitions
    3. Distinction between M&A
    4. Determining Synergies
    5. The People Side of the M&A
      1. Employees
      2. Boards
      3. Customers and Other Stakeholders
      4. Operations
    6. Communication
    7. Productivity
    8. Leveraging KM in Company Valuation
    9. Knowledge and Economic Value
    10. Knowledge and Organizational Culture
    11. Contextual Intelligence
    12. Knowledge Mapping
    13. Knowledge Profile
    14. Why M&A Can Fail?
    15. Key Learnings
    16. Tips and Techniques
  19. 9 “Is There a Doctor in the House?”: Knowledge Management in Healthcare
    1. Healthcare Delivery Process
    2. KM Model for Healthcare
      1. Patient-Centered Approach
    3. Applying KM to Healthcare
    4. Constructing Healthcare Knowledge
      1. WebMD
      2. Yahoo Health
      3. MedicineNet.com
    5. Patient-Centered Healthcare Knowledge Constructs
    6. KM and Healthcare Informatics
    7. Knowledge Tools and Techniques for Healthcare
      1. Expert Systems
      2. Data Mining
        1. Data Mining Tools and Techniques—Dashboards
      3. Text Mining
      4. Business Intelligence and Analytics
      5. Communities of Practice
      6. Social Networks
    8. Top Five Trends in KM for Healthcare 2016 and Beyond
    9. Key Learnings
    10. Tips and Techniques
  20. 10 “Show Me the Money!”: Knowledge Management for Financial Services
    1. Empowering Employees to Satisfy Customers
    2. KM Leveraged by Brokerage Companies
      1. Brokerage Institution KM Model
    3. KM Leveraged by Banking Institutions
      1. Banking Institution KM Model
      2. Increased Sales through Customer Satisfaction
    4. Arguments for Knowledge Management
      1. Technology
    5. Banking KM Framework
      1. Knowledge-Intensive Processes
      2. Scarce Talent
      3. Cost-Cutting Environments
      4. Virtual Communities
        1. Benefits of Virtual Communities
      5. Tool Selection
      6. Cultural Dimension
    6. Key Learnings
    7. Tips and Techniques
  21. 11 “Are You in Good Hands?”: Knowledge Management in Insurance
    1. Insurance Business Challenges
    2. Focusing on Customers
    3. Managing the Business Effectively
    4. Insurance Call Center
    5. Benefits of KM to Call Centers
    6. Applying KM to Call Centers
    7. Structure Your Knowledge
    8. Ensure Knowledge Is Accurate and Up-to-Date
    9. Knowledge Repository
    10. Integrate Customer Relationship Management and KM Systems
    11. Integrate Help Desk and KM Systems
    12. Integrate Interactive Voice Response and KM Systems
    13. Customer-Facing Resources
    14. Insurance KM Model
    15. Underwriting
    16. Claims
    17. Developing Your Knowledge Workers
    18. Talent Management
    19. Role of Technology
    20. Insurance Knowledge Management Systems Framework
    21. Underwriting KM Systems
    22. Claims KM Systems
    23. Sales and Marketing
    24. CRM System
    25. Collaboration
    26. E-Learning
    27. Content Management/IA
    28. Key Learnings
    29. Tips and Techniques
  22. 12 “Sign Right Here!”: Knowledge Management in the Legal Profession
    1. KM Drivers for Legal Professionals and Firms
    2. Talent Management in Law Firms
      1. Lawyer/Legal Staff Training
      2. Legal Secretaries/Legal Assistants/Paralegals
      3. Legal Technology Specialist
    3. Expertise Locators
    4. Legal Project Management
      1. KM in LPM
    5. Legal Research
      1. WestLawNext
      2. LexisNexis
      3. VersusLaw
    6. Precedent/Case Law Knowledge
    7. Legal KM and Client Support
    8. Competitive Intelligence
    9. KM Architecture in Law Firms
      1. Information Architecture
        1. Creating/Modifying Taxonomy
        2. Creating/Modifying/Managing Metadata
      2. Governance of Law Firm Knowledge
        1. Benefits of Governance
        2. Policies and Standards
        3. Governing Information Architecture
        4. Enforcing Metadata Quality
        5. Archiving—Record Retention Governance
        6. Governing Content
        7. Governing KM Effectiveness
    10. Search—Tuning and Optimization
    11. Key Learnings
    12. Tips and Techniques
  23. 13 “A Mind Is a Terrible Thing to Waste!”: Knowledge Management Education
    1. Roles and Responsibilities of Knowledge Professionals
      1. Core KM Competencies
        1. The KM Competency Model
      2. KM Curriculum Development and Delivery
    2. Teaching Philosophy/Methodology
      1. Objectives of Bloom’s Taxonomy of Learning
        1. Bloom’s Six Cognitive Taxonomy Categories
    3. KM Education Programs
    4. KM at Institutions of Higher Education
      1. Knowledge Systems Institute
      2. George Mason University
      3. The George Washington University
      4. Kent State University
      5. Notre Dame of Maryland University
      6. Columbia University
      7. Drexel University
      8. The Hong Kong Polytechnic University
    5. KM Certification Programs
      1. Knowledge Management Institute
      2. RightAnswers
      3. Association for Talent Development
    6. Key Learnings
    7. Tips and Techniques
  24. 14 “Big Knowledge!”: Knowledge Management and Big Data
    1. Data, Information, and Knowledge
      1. User-Generated Data
      2. Public Data
      3. Competitor Data
      4. Partner Data
    2. Applying KM to Big Data
    3. Social Network Analysis
      1. Degree Centrality
      2. Betweenness Centrality
      3. Closeness Centrality
        1. Network Centralization
        2. Network Reach
        3. Network Integration
        4. Boundary Spanners
        5. Peripheral Players
        6. SNA Graph/Knowledge Map
        7. Social Media Networks
    4. Big Data Sources and KM
      1. Knowledge Classifications
      2. Information Architecture and Big Data
    5. Key Learnings
    6. Tips and Techniques
  25. 15 “What Have You Done for the War Fighter Today?”: Knowledge Management in the Military
    1. Continuing KM Challenge of BRAC
    2. Department of Defense Knowledge Management Structure
    3. KM Principles
    4. KM Strategies in the US Army
    5. Army KM Principles
    6. Army Knowledge Online
    7. Current Army KM Direction
    8. KM Strategies in the US Air Force
    9. Air Force KM Goals and Objectives
    10. Air Force Knowledge Now
    11. KM Strategies in the US Navy
    12. Navy Knowledge Online
    13. KM and BRAC
    14. Summary of Contributing Factors
    15. Addressing the BRAC Problem
    16. Missed KM Opportunity of BRAC
    17. Key Learnings
    18. Tips and Techniques
  26. 16 Drinking the Knowledge Management Kool-Aid: Knowledge Management Adoption
    1. Communication Channels
    2. Adoption Activities
      1. Key Adoption Challenges
      2. Communications and the Adoption Approach
        1. The Communications Plan
    3. Town Halls and Communication Messaging
      1. Town Hall Content
        1. Goals of a KM Town Hall Session Are as Follows
      2. Communication Messaging
        1. Sample Messaging
    4. Adoption and the KM Implementation Strategy
    5. Adopting KM Systems
    6. Implementing Information Architecture
    7. TTF Model
      1. Applying the TTF Model
    8. Organizational Culture
    9. Key Learnings
    10. Tips and Techniques
  27. 17 Failure Is Not an Option: Why Do Knowledge Management Programs and Projects Fail?
    1. Lack of Executive Leadership/Sponsorship
    2. Inadequate Budgeting and Cost Expectations
    3. Need for Organizational Participation
    4. Inadequate Processes and Technology
    5. Lack of Knowledge and Resources
    6. Need for Education and Understanding of KM
    7. KM and the Corporate Culture
    8. Creating an Environment for Knowledge Exchange
    9. Poorly Measuring the Impact of KM
    10. Lack of Monitoring and Controls
    11. Key Learnings
    12. Tips and Techniques
  28. 18 Summary
    1. Social Media
    2. Education Programs
    3. Emergency and Disaster Preparedness
    4. Customer Service
    5. M&A Transactions
    6. Big Data
    7. The Future of KM
    8. Technology Services Industry Association Research
    9. State of KM Survey
    10. Global View of KM
    11. Future Edition of Knowledge Management in Practice
    12. KM Impact on Customer Service
    13. More on KM and Big Data
    14. Internal KM
    15. KM in Politics
    16. KM and CRM
    17. Personal KM and Wearable Technology
    18. Closing Statement
  29. Appendix A
  30. Appendix B
  31. References
  32. Index