Index

A

American Library Association, 12–13
Ask a Librarian service, 145, 148, 161

B

balanced scorecard, 265–7, 288
Bell, D., 67, 69
benchmarking, 49
‘best practices’, 250
bibliographic instruction, 21–2, 240
blogs, 165

C

capture tools, 104
case studies, 282–93
Central Bank and Financial Institutions Librarians’ mailing list, 283–4
knowledge management at the Oesterreichische Nationalbank, 289–93
knowledge management strategy at the Financial Services Authority, 287–9
knowledge-sharing approaches in the United Nations, 284–7
case study, 41
centre for business knowledge, 139
chief information officer (CIO), 156, 219
chief knowledge officer (CKO), 157, 219, 272
classification, 151
codification, 81, 86–7, 137

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