book

Knowledge Management in Practice

by Anthony J. Rhem

August 2016

Beginner to intermediate

375 pages

10h 48m

English

Auerbach Publications

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OverviewThe Case for Implementing Knowledge Management (Chapter 2)Being Social: Knowledge Management and Social Media (Chapter 3).Dude, “Where’s My Car?”: Utilizing Search in Knowledge Management (Chapter 4)The Age of Discovery: Knowledge Management in Research Institutions (Chapter 5)“Where Have All My Experts Gone?”: Knowledge Management in Human Resources and Talent Management (Chapter 6)“Sound the Alarm!”: Knowledge Management in Emergency and Disaster Preparedness (Chapter 7)Happily Ever After: Knowledge Management in Mergers and Acquisitions (Chapter 8)“Is There a Doctor in the House?”: Knowledge Management in Healthcare (Chapter 9)“Show Me the Money!”: Knowledge Management for Financial Services (Chapter 10)“Are You in Good Hands?”: Knowledge Management in Insurance (Chapter 11)“Sign Right Here!”: Knowledge Management in the Legal Profession (Chapter 12)“A Mind is a Terrible Thing to Waste!”: Knowledge Management Education (Chapter 13)“Big Knowledge!”: Knowledge Management and Big Data (Chapter 14)“What Have You Done for the War Fighter Today?”: Knowledge Management in the Military (Chapter 15)Drinking the Knowledge Management Kool-Aid: Knowledge Management Adoption (Chapter 16)Failure Is Not an Option: Why Do Knowledge Management Programs and Projects Fail? (Chapter 17)Summary (Chapter 18)Outline of the BookStructure of Each Chapter
KM Business Case StructureKM Solution AnalysisNeeds AnalysisKM Solution Implementation ApproachSoftware MethodologiesIterative Software Development MethodologyAgile/ScrumOpenUP MethodologyKnowledge Acquisition Unified FrameworkRisk AssessmentValue AnalysisROI for KMKM Metrics and Key Performance IndicatorsInformation CurrencyUser FeedbackDistributed AuthoringTransaction CostsStrategic Look at the KM Business CaseKey LearningsTips and Techniques
Participatory Communication CycleKM and the Participatory Communication CycleSocial Media, KM, and the EnterpriseSocial Media Policies, Procedures, and GuidelinesSocial Media StrategySample Social Media Strategy—Roles and ResponsibilitiesDevelop a Content StrategyKey LearningsTips and Techniques
Information ArchitectureContent ModelSteps Involved in Constructing the Content ModelTaxonomyMetadataMetadata FieldsMetadata AttributesMetadata SchemaThe Role of the Information ArchitectSearch IntentToolsWordmap Taxonomy Management SoftwareData Harmony: Expert Knowledge Management with Powerful Semantic Tools and Intelligent DesignKey LearningsTips and Techniques
Five Challenges Faced When Implementing KM in Research InstitutionsThe Case for Implementing a KM StrategyDeveloping Your KM StrategyComponents of a Research Organization’s KM StrategyKnowledge Sharing TechniquesAfter Action ReviewsWorking in Collaborative SettingsInnovation TechniquesCreating Diversified TeamsThe Medici EffectConducting the Knowledge CaféCreating Root Cause Analysis SessionsCreating Opportunities for BrainstormingMethods/Tools for Capturing, Cataloging, Reusing, and Locating Research Knowledge/ExpertiseLocation of Knowledge DomainsConstruction of the Representation of the Knowledge Capital by a Knowledge MapKnowledge Portal/Repository/Knowledge BaseKey LearningsTips and Techniques
Role-Based KnowledgeRole Knowledge BaseKnowledge Map to Identify ExpertsHuman Capital ManagementTalent ManagementKM Influence on Talent ManagementHigh-Impact Talent Management FrameworkKey LearningsTips and Techniques
IntroductionFirst-Responder KM StrategyKnowledge Shared, Captured, and ReusedQuick and Decisive Decision MakingAcquiring EMS KnowledgeKnowledge Recognition, Needs Assessment and Allocation Feedback, and EvaluationExpertise Coordination PracticesCommand and Control StructureLearning and Knowledge TransferTypes of KM StrategiesCodification (Technological) KM StrategyPersonalization KM StrategySocialization KM StrategyFactors Influencing the Selection of a KM StrategyAligning the KM Strategy with the Business StrategyFirefighter First-Responder KM StrategyKnowledge Transfer PlanningKnowledge AuditAction Plan—After Action ReviewsAdditional KM Strategy Template ElementsConclusionKey LearningsTips and Techniques
M&A: The BasicsAcquisitionsDistinction between M&ADetermining SynergiesThe People Side of the M&AEmployeesBoardsCustomers and Other StakeholdersOperationsCommunicationProductivityLeveraging KM in Company ValuationKnowledge and Economic ValueKnowledge and Organizational CultureContextual IntelligenceKnowledge MappingKnowledge ProfileWhy M&A Can Fail?Key LearningsTips and Techniques
Healthcare Delivery ProcessKM Model for HealthcarePatient-Centered ApproachApplying KM to HealthcareConstructing Healthcare KnowledgeWebMDYahoo HealthMedicineNet.comPatient-Centered Healthcare Knowledge ConstructsKM and Healthcare InformaticsKnowledge Tools and Techniques for HealthcareExpert SystemsData MiningData Mining Tools and Techniques—DashboardsText MiningBusiness Intelligence and AnalyticsCommunities of PracticeSocial NetworksTop Five Trends in KM for Healthcare 2016 and BeyondKey LearningsTips and Techniques
Empowering Employees to Satisfy CustomersKM Leveraged by Brokerage CompaniesBrokerage Institution KM ModelKM Leveraged by Banking InstitutionsBanking Institution KM ModelIncreased Sales through Customer SatisfactionArguments for Knowledge ManagementTechnologyBanking KM FrameworkKnowledge-Intensive ProcessesScarce TalentCost-Cutting EnvironmentsVirtual CommunitiesBenefits of Virtual CommunitiesTool SelectionCultural DimensionKey LearningsTips and Techniques
Insurance Business ChallengesFocusing on CustomersManaging the Business EffectivelyInsurance Call CenterBenefits of KM to Call CentersApplying KM to Call CentersStructure Your KnowledgeEnsure Knowledge Is Accurate and Up-to-DateKnowledge RepositoryIntegrate Customer Relationship Management and KM SystemsIntegrate Help Desk and KM SystemsIntegrate Interactive Voice Response and KM SystemsCustomer-Facing ResourcesInsurance KM ModelUnderwritingClaimsDeveloping Your Knowledge WorkersTalent ManagementRole of TechnologyInsurance Knowledge Management Systems FrameworkUnderwriting KM SystemsClaims KM SystemsSales and MarketingCRM SystemCollaborationE-LearningContent Management/IAKey LearningsTips and Techniques
KM Drivers for Legal Professionals and FirmsTalent Management in Law FirmsLawyer/Legal Staff TrainingLegal Secretaries/Legal Assistants/ParalegalsLegal Technology SpecialistExpertise LocatorsLegal Project ManagementKM in LPMLegal ResearchWestLawNextLexisNexisVersusLawPrecedent/Case Law KnowledgeLegal KM and Client SupportCompetitive IntelligenceKM Architecture in Law FirmsInformation ArchitectureCreating/Modifying TaxonomyCreating/Modifying/Managing MetadataGovernance of Law Firm KnowledgeBenefits of GovernancePolicies and StandardsGoverning Information ArchitectureEnforcing Metadata QualityArchiving—Record Retention GovernanceGoverning ContentGoverning KM EffectivenessSearch—Tuning and OptimizationKey LearningsTips and Techniques
Roles and Responsibilities of Knowledge ProfessionalsCore KM CompetenciesThe KM Competency ModelKM Curriculum Development and DeliveryTeaching Philosophy/MethodologyObjectives of Bloom’s Taxonomy of LearningBloom’s Six Cognitive Taxonomy CategoriesKM Education ProgramsKM at Institutions of Higher EducationKnowledge Systems InstituteGeorge Mason UniversityThe George Washington UniversityKent State UniversityNotre Dame of Maryland UniversityColumbia UniversityDrexel UniversityThe Hong Kong Polytechnic UniversityKM Certification ProgramsKnowledge Management InstituteRightAnswersAssociation for Talent DevelopmentKey LearningsTips and Techniques
Data, Information, and KnowledgeUser-Generated DataPublic DataCompetitor DataPartner DataApplying KM to Big DataSocial Network AnalysisDegree CentralityBetweenness CentralityCloseness CentralityNetwork CentralizationNetwork ReachNetwork IntegrationBoundary SpannersPeripheral PlayersSNA Graph/Knowledge MapSocial Media NetworksBig Data Sources and KMKnowledge ClassificationsInformation Architecture and Big DataKey LearningsTips and Techniques
Continuing KM Challenge of BRACDepartment of Defense Knowledge Management StructureKM PrinciplesKM Strategies in the US ArmyArmy KM PrinciplesArmy Knowledge OnlineCurrent Army KM DirectionKM Strategies in the US Air ForceAir Force KM Goals and ObjectivesAir Force Knowledge NowKM Strategies in the US NavyNavy Knowledge OnlineKM and BRACSummary of Contributing FactorsAddressing the BRAC ProblemMissed KM Opportunity of BRACKey LearningsTips and Techniques
Communication ChannelsAdoption ActivitiesKey Adoption ChallengesCommunications and the Adoption ApproachThe Communications PlanTown Halls and Communication MessagingTown Hall ContentGoals of a KM Town Hall Session Are as FollowsCommunication MessagingSample MessagingAdoption and the KM Implementation StrategyAdopting KM SystemsImplementing Information ArchitectureTTF ModelApplying the TTF ModelOrganizational CultureKey LearningsTips and Techniques
Lack of Executive Leadership/SponsorshipInadequate Budgeting and Cost ExpectationsNeed for Organizational ParticipationInadequate Processes and TechnologyLack of Knowledge and ResourcesNeed for Education and Understanding of KMKM and the Corporate CultureCreating an Environment for Knowledge ExchangePoorly Measuring the Impact of KMLack of Monitoring and ControlsKey LearningsTips and Techniques
Social MediaEducation ProgramsEmergency and Disaster PreparednessCustomer ServiceM&A TransactionsBig DataThe Future of KMTechnology Services Industry Association ResearchState of KM SurveyGlobal View of KMFuture Edition of Knowledge Management in PracticeKM Impact on Customer ServiceMore on KM and Big DataInternal KMKM in PoliticsKM and CRMPersonal KM and Wearable TechnologyClosing Statement

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References

Chapter 1

Tjaden, T. (2010). Legal Research and Writing, 3rd Edition. Irwin Law, Toronto, Canada.

Chapter 2

Clare, M. (May/June 2002). Solving the knowledge value equation: How to estimate the value of the intangible benefits of KM. Knowledge Management Review, 5(2), 14–15.

Cohn, M. (2013). What is scrum methodology. http://www.mountaingoatsoftware.com/topics/scrum. Accessed on December 8, 2013.

Project management book of knowledge (PMBOK). http://www.pmi.org/pmbok-guide-and-standards/pmbok-guide.aspx. Accessed on April 25, 2016.

Rhem, A. (2011). Knowledge acquisition unified framework (KAUF). The knowledge management depot. http://theknowledgedepot.blogspot.com/2011_06_01_archive.html. Accessed on September 15, 2012.

Wiley, A. (2012). ...