Knowledge Management Systems Week 2 Schedule Syllabus Updates

Knowledge Management Systems • Week 2 Schedule - Syllabus Updates Web Site Blogs Analysis Groupware Analysis Topic Review & Selection Readings Discussion

Questions to Consider • • • What is KM? What Does KM Provide? Best Approaches for KM? KM as a Process? Who Does KM? • Assuming we understand all that – what is a KMS?

Working Knowledge • What Do We Talk About When We Talk About Knowledge? • The Promise and Challenge of Knowledge Markets • Knowledge Generation • Knowledge Coordination and Codification - “the only unlimited resource” – Paul Romer

Talking about Knowledge? • Information Technology has enabled a promise that knowledge can be managed, captured, measured and transferred. - Speed of Transfer • SIGs and Communities of Practice • Too Fast? - Measurement of Knowledge? • Quantitative and Qualitative • Decision Making - Economics of Knowledge • Nobel Prize(s) • Business Process Modeling

Knowledge as a Product? • Something to measure - Knowledge Audit - “You have 300 new email messages” • Shouldn’t it be more than information? - Richer - Contextual - Brain = Info, Mind=Knowledge • “Experience is the best teacher” - Product of Time? - Manage Time?

Knowledge Boom? • • • Who are the Knowledge Wildcatters? What are the Knowledge Syndicates? Knowledge De-Regulation? What was going on before the boom? Knowledge Vacuum - Noticing lost knowledge because it is gone. - Working to improve organizational performance. • Driven by Technology? - IT as a means? - IT causes workplace paradigm shifts?

Path to Knowledge • Data • Information – Added Value - Contextualized: purpose data is gathered Categorized: key components recognized Calculated: analyzed Corrected: error free Condensed: summarized “the difference that makes a difference” – Bateson • Knowledge - Action (decisions) - Experience (wisdom)

Types of Knowledge • Experience - Individuals - Groups - Cultures • Ground Truth - Situational - Active • Complexity - Plastic - Sensemaking - Interpretation

Types of Knowledge 2 • Rules of Thumb and Intuition - Heuristics - Procedures - “Scripts” • Values and Beliefs - Culture (again) - Perspectives - “Beliefs and Commitment” – Nonaka & Takeuchi

Seeking Knowledge • Managers get 66% of their Knowledge from face-to-face meetings or phone conversations. P 12 • People find most Web sites via recommendation. (Not much active searching. ) • How can a KMS help with seeking? - Help sharing knowledge - Help sharing the burden of seeking

Knowledge Interpreted • • Is Knowledge a Product or a Service? What isn’t Knowledge once interpreted? That Difference that makes you more Competitive? Knowledge is the main difference, the principle (competitive) advantage. - Technologies eventually even out - The changes to culture and individuals don’t. • Information Technology can enable changes that last beyond their influence. - Networked Knowledge - Networked Organization

Knowledge Markets • Economists moving into KM? • Markets Mean Measurement - KM Mutual Fund? • Best employees • Best ideas - KM Index Fund?

KM Consider the Source • Political Economy of Knowledge Markets - Organizations - Individual Roles • Buyers • Sellers • Brokers (Gatekeepers, Librarians, IT) • Position and Education • (Informal Networks) • Communites of Practice

Knowledge Economy • Pricing - • • • Current Value Future Value Current Investment Future Investment Reciprocity Repute Altruism Trust Signals

Knowledge Economy (In)Efficiencies • Is there ever a perfect market? • What is the KM equivalent of “Irrational Exuberance”? (Greenspan, Shiller) • Incompleteness - Where is the Knowledge? - Who sets the price? • Asymmetry - One Department, One Person • Localness - Neighbors - Peers - “Satisficing” (Simon and March)

Knowledge Market Pathologies • Monopolies - Technological - Organizational • (Artificial) Scarcity - Recency - Frequency • Trade Barriers - IT - Personnel - Culture • Building Marketplaces - Shopping Time - Cultural Shift - Technological Shift

Information as Product: Wurman • “The Age of Also” - Options are Golden Handcuffs - Seeking is an End in itself • “Prosumption” - The Age of User Groups (Teach & Learn at Once) - Society and Consumers (Precision & Repetition) • Information Presentation - Medium is the Message - Varieties of Information and Knowledge Literacy • The Internet Changes Everything? - Empowerment? (Value) - Speed? • Does IT Change Everything?

Knowledge Generation • Acquisition • Rental • Processes - R&D Fusion Adaptation Innovation • Resource Allocation

Knowledge Codification • Goals for Codified Knowledge - Slow and imperfect initially • Identify Knowledge in Various Forms to Reach Goals • Evaluate Knowledge for Utility and Codification • Resolve Medium for Codification and Access

Types of Knowledge • Tacit Knowledge - Internalized “Not Known” Serendipitous Difficult to Capture • Explicit Knowledge - Externalized Easily Found Permanent Difficult to Process for Utility

Capturing Knowledge • • • Maps Narratives Surveys Measurement as Capture Anthropology Technology

New Knowledge Markets • World Wide Web • Blogs - Group & Individual - Work & Play • Social Networking Software - Orkut - Friendster • Is “build it yourself” knowledge better? - More personal? - More relevant? - More temporal? • Time to make, consume and use knowledge

Studying & Building New Markets • • • Communities (of Practice) Networks Knowledge Marketplace Evaluation IT R&D Knowledge Packet Tracing

Codifying Knowledge • • Know the Goal Know it when you see it Evaluate its purpose Delivery platform • Anthropology? • Information Architecture? • Classification?

Mapping Knowledge • Different kinds of knowledge are discovered, codified and used in different ways • A set of rules for this? - Universal - Cultural - Global or Local? • Build a Map - Time & Technology - Information Architecture • Capturing everything with IT?

Capturing Knowledge • Narrative subtlety - Email - Blogs - Comments & Annotations • Data Mining • Data Analysis - Cultural Context - Business Context • Too much organization - Update - Use