“We recognize the truth, not only with the reason, but also by the heart. ”
—Blaise Pascal1
Some years ago, when I was program director for knowledge management at the World Bank, I attended a meeting organized by George Mason University for large organizations in the Washington, D.C., area. It was a kind of show-and-tell session where each organization shared its experience with assembling the metrics of knowledge management programs. It had the usual Washington organizations from the public and private sector, such as the Mitre Corporation and the Marriott group. We listened to presentations that showed how each organization had gone about measuring the status and progress of its programs. Some of them ...

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