Much knowledge in organizations goes unshared and unused. I am sure you have had the experience of working on a project for several months, only to discover that a co-worker down the hall from you completed a similar project last year. Perhaps the new service your company is providing to its customers was tried by a former employee (now with a competitor) who left no record of the development, implementation, and results. Perhaps you were asked to make recommendations regarding a new business process, but you do not know how to find out what has been done before and who is knowledgeable about this type of process.

Knowledge-management ...

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