Chapter 19
You Get What You Measure
In This Chapter
▶ Why measure?
▶ Deciding what to measure
▶ Using established organizational measures
▶ Addressing the skeptics
▶ Combining numbers and words
▶ Communicating your measures
Figuring out how to evaluate progress toward effective knowledge management requires both strategic thinking and an understanding of how to develope measures. Unfortunately, a valid measurement of knowledge management isn’t easy. Look at most knowledge management programs and you’ll find that the Achilles heel is measurement. Many rely on what has come to be called serious anecdote management, the careful collection of stories ...

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