This report sets out to first define what knowledge management is, Secondly show an overview of knowledge management tools and finally describe in detail the intranet ( as a Knowledge management tool) and evaluate its effectiveness in supporting
Knowledge Management
Knowledge Management Tools
Created by Miss Belete
Contents
Contents 1
. Introduction 2
2. Knowledge management 2
2.1 Knowledge management definition 2
2.2 Categories of Knowledge 2
3. Knowledge management tools 3
3.1 knowledge management tools definition 3
3.2 Goals of Knowledge management tools 3
3.3 Examples of Knowledge management tools 3
3.3.1 The distance learning information sharing tool (DLIST) 3
3.3.2 Web portals 4
3.3.3 Information retrieval engines 4
3.3.4 Intellectual Capital (IC) 5
3.3.5 Groupware 5
3.3.6 The Internet 5
3.3.7 Intranets 5
3.3.8 Data warehouse 5
4. Detailed description of Intranet as a knowledge management tool 6
4.1 Reasons for my choice 6
4.2 Definition of Intranet 6
4.3 Different uses of Intranets 6
4.4 Content of Intranet which assist in sharing knowledge 7
4.5 Advantages of Intranets as a Knowledge management tool 7
4.6 Disadvantages of Intranets 8
5. Conclusion 9
6. References 10
7. Appendix A, Evidence of referred journal materials 11
7.1 Figure 2, example of reference 1 11
7.2 Figure 3, Example of Reference 2 12
7.3 Figure 4, Example of Reference 3 13
7.4 Figure 5, Example of Reference 4 14
7.5 Figure 6, Example of Reference 5 15
7.6 Figure 7, Example of Reference 6 16
7.7 Figure 8, Example of Reference 7 17
7.5 Figure 4, Example of Reference 8 18
7.6 Figure 4, Example of Reference 9 19
. Introduction
This report sets out to first define what knowledge management is, Secondly show an overview of knowledge management tools and finally describe in detail the intranet ( as a Knowledge management tool) and evaluate its effectiveness in supporting one or more of the following functions: Discovering, capturing, sharing, and applying knowledge.
2. Knowledge management
2.1 Knowledge management definition
Knowledge management refer broadly to information and communication technologies that gather, index, and structure the "corporate memory" of an organization's employees. [1]
2.2 Categories of Knowledge
"Davenport, De Long, and Beers (1998), in their review of 31 knowledge management tools at 24 companies, found that Information Technology (IT) professionals collected two categories of knowledge to accomplish this goal."[1]
They where Structured internal knowledge and Informal internal knowledge.
Structured internal knowledge:
This refers to internal corporate documents such as:
* Production, sales, and marketing information; [1]
* Reports and memos; [1]
* PowerPoint presentations; [1]
"Specific technologies that support this goal are groupware applications and other document management systems."[1]
Informal internal knowledge:
This refers to unstructured internal communication such as:
* e-mail messages;[1]
* electronic bulletin boards; [1]
* instant messaging; [1]
* chat rooms.[1]
Every time an employee shares a piece of information germane to how that organization functions, a textual record of that exchange is often kept within a knowledge database. [1]
3. Knowledge management tools
3.1 Knowledge management tools definition
"Knowledge management tools can be defined as tools, which support the performance of applications, activities or actions such as knowledge generation, knowledge codification or knowledge transfer." [5]
3.2 Goals of Knowledge management tools
The main goal of Knowledge management tools is not to manage knowledge by itself but to facilitate the implementation of the knowledge process. Such tools can: [5]
* Facilitate the implementation of the knowledge process of generating, structuring; and sharing knowledge through the use of IT; [5]
* They can be used to clarify assumptions; [5]
* Speed up communications; [5]
* Elicit tactic knowledge; [5]
* Construct histories of insights and catalogue them; [5]
* In general KM tools are designed to ease the burden of work and to allow resources to be applied effectively on tasks for which they are most suited.[5]
3.3 Examples of Knowledge management tools
Not all Knowledge management tools involve the use ...
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* Facilitate the implementation of the knowledge process of generating, structuring; and sharing knowledge through the use of IT; [5]
* They can be used to clarify assumptions; [5]
* Speed up communications; [5]
* Elicit tactic knowledge; [5]
* Construct histories of insights and catalogue them; [5]
* In general KM tools are designed to ease the burden of work and to allow resources to be applied effectively on tasks for which they are most suited.[5]
3.3 Examples of Knowledge management tools
Not all Knowledge management tools involve the use of IS or IT (e.g. Yellow pages, communities of Practice and mind maps) but great emphasis is placed on electronic tools due to their dynamic capabilities, quick evaluation and organisational impacts. [5]
Below are brief descriptions of some of the Knowledge Management tools that are available and are used:
3.3.1 The distance learning information sharing tool (DLIST)
Knowledge management (KM) and information sharing mechanisms can facilitate meaningful participation and promote decision-making at all level. An internet based Knowledge Management tool that promotes transparency and collaboration and provides open access to information resources for sustainable development is the distance learning and information sharing tool (DLIST) .[2]
DLIST's main objectives is to create an ongoing and self-sustaining learning and information sharing tool that promotes: [2]
* Knowledge exchange;
* Problem analysis;
* Development of a collaborative approach to problem solving and provision of an opportunity to contribute to planning processes.
DLIST works on the principle of information gathering from a wide range of sources. "The information sharing element of DLIST can best be described as a ''pool of Knowledge'' that is constantly growing." [2] Information flows into the pool from a range of sources, or ''information communities'' which are linked to the ''pool of knowledge'' in a manner facilitating retrieval of useful information on an as-needed basis. [2] Every effort is also made to link the range of sources or ''information communities'' up with one another directly. [2]
The DLIST ''pool of knowledge'' can be presented as a circle (the ''pool'') (Fig. 1) with two-way arrows leading into it from ''knowledge communities'' or ''informants'' [2]
Fig 1
3.3.2 Web portals
"A web portal is a web site, usually with little content, providing links to many other sites that can either be accessed directly by clicking on a designated part of a browser screen, or can be found by following an organised sequence of related categories." [5]
3.3.3 Information retrieval engines
"Information retrieval engines are used for indexing, searching, and recalling data, particularly text or other unstructured forms" [5]
3.3.4 Intellectual Capital (IC)
"Intellectual Capital mapping provides a novel knowledge management tool for understanding, managing, and representing a company's intangible knowledge assets."[3] Managers, Using this map can perform what-if analysis, identify problems in their business, and understand their company's performance in relation to others. [3]
3.3.5 Groupware
"Groupware tools are technology-based tools that support geographically dispersed
groups of people sharing knowledge through the use of computing resources."[6] These technology-based tools enhance human abilities to collaborate on projects where participants allow members to contribute directly and sometime anonymously. [6]
The products that fit this category are Lotus Notes, e-mail, intranet, internet, electronic conferencing tools and many others.
Three main features of groupware technology are:
* It helps to capture, manipulate and store information;[6]
* It allows people to distribute, share, and acquire information through informal channels with greater freedom;[6]
* "It enables geographically dispersed people to work in teams and provides them opportunities to critique, modify, and revise each other's knowledge premise and assumptions, for the coordination of the organizational tasks".[6]
3.3.6 The Internet
The Internet is a Knowledge Management tool. It now makes it possible for large, geographically scattered groups of people to come together to share information. [3]
3.3.7 Intranets
"An Intranet is a company-wide information distribution system that uses Internet tools and technology." [5] It could be a full- blown system with dedicated server hardware, or a simple HTML file linked on a LAN, or anything in between. [5]
The typical uses of Intranet are to distribute software, to give employees access to company documents, enable group scheduling and to let departments and individuals publish information they need to communicate with the rest of the company. [5]
3.3.8 Data warehouse
"A data warehouse extracts, integrates, and stores "relevant" information from independent information sources into a central database."[7]
4. Detailed description of Intranet as a knowledge management tool
4.1 Reasons for my choice
Intranets provide people the opportunity to be more informed and to be able to make better and faster decisions. [9] I wanted to learn how it does this in dept and for this reason I have chosen to evaluate it as a knowledge management tool. My main aim is to find out what an Intranet is and how it supports one or more of the following functions: Discovering, capturing, sharing and applying knowledge.
4.2 Definition of an Intranet
"An intranet is an Internet-like internal organizational network that provides the capabilities and protocols of the Internet for use exclusively by those in the organization." [8] Intranets provide a universal cross-platform network that allows working groups to communicate, share information, assign and track tasks, and manage complex projects. [9]
4.3 Different uses of Intranets
Recently Intranets have emerged as one of today's most effective ways of sharing information and knowledge in organisations. [9]
Using a Web browser or other Internet capabilities, organisations can typical use an Intranet: [5]
* To give individuals/employees access to organisation documents,
* Distribute software,
* Enable group scheduling,
* Provide an easy front end to company databases,
* Let individuals and departments publish information they need to communicate with the rest of the company.
* Post such information as human resources manuals or policy, memoranda, newsletters (including interesting video demonstrations or talks),[8]
* Share documents and files, [8]
* Enable individual and work group communication through electronic mail.[8]
* Provide financial, sales and marketing data to individuals and work groups in an organization. [8]
* In general, an intranet can provide almost any kind of information in almost any format to a wide variety of users who have been granted access to the company intranet. [8]
4.4 Content of Intranet which assist in sharing knowledge
"The content of an intranet is the engine that drives the intranet as a knowledge management tool." [9]
The content of the intranet depends on the needs of the organisation individuals and will therefore differ from organisation to organisation.[9] However, since intranets are excellent media for sharing knowledge an intranet should at least have discussion forums ("tools which facilitate interactive communication via the intranet, allowing all users to contribute their knowledge") [9] and bulletin boards ("an information source where notices, announcement, brief news and advertisement are placed"). [9]
Other typical intranet content which assists in sharing knowledge includes, as stated in [5]:
* Corporate directory;
* Calendar of events;
* Policies and procedure manuals, and the organisation newsletter;
* Archives ("repository of information stored and organised for easy retrieval").[9]
4.5 Advantages of Intranets as a Knowledge management tool
There are a lot of advantages of using Intranets, as stated in [9] they are:
.
* Intranets are excellent media for sharing knowledge;
* As long as the network is online the intranet will always be available;
* The same explicit knowledge can be viewed by any individual who has access;
* Through the use of Web development tools such as Java and Shockwave, One can create discussion groups, comprehension tests and other two-way communication tools;
* Online publication can be easily and inexpensively be updated as frequently as needed;
* An intranet is easy to learn and have user-friendly interface;
* Information can be accessed from a central database at any time and in any number of geographical locations;
* An intranet can be created and maintained with a minimum of programming expertise;
* Employees can use the intranet to learn from one another;
* An intranet provides one access point to the organisation's databases and allows a remote worker to access the knowledge available as if she/he is in his/her own office;
* The use of an intranet improves the way in which services are rendered;
* As long as the network is running, knowledge can be accessed easily and quickly;
* Messages will be delivered on time, Depending on the use of the intranet and barring serious technical problems;
* It is easy to publish one's research by placing it on the intranet so that others can access it;
* The more the intranet progresses, the less paper will be used and this is a step closer to a paperless working environment ;
* Using an intranet it requires the organisation to review and evaluate its working practices and this is a valuable exercise in itself;
* Individuals can access and move information electronically, rather than through traditional paper bureaucracies, which are slow and expensive to maintain;
* knowledge is stored electronically and access is usually controlled by
Password;
* Intranets are easy to use because many users have already been trained in Internet uses; [8]
* Intranet encourages knowledge sharing, which helped to improve employee performance.
4.6 Disadvantages of Intranets
* The biggest mistake made by many organisations is to design the intranet site around what they want their users to know, rather than what their users find useful. [9]
* If the contents of an intranet is not relevant, accurate, informative
and up to date then it won't have any value.
5. Conclusion
"Knowledge originates and is applied in the minds of individuals and it often becomes embedded in documents or repositories, routines, processes, and practices of organisations." [5]
Knowledge management tools can only be understood in the context in which they are used and the methodology that supports them and so in essence no knowledge management tool stands alone
We may misrepresent knowledge itself if the focus is too much on the tools of knowledge management. We should also not place too much emphasis on one particular type of knowledge or knowledge culture as there are many different types of knowledge within individuals or organisations and this richness of knowledge may be lost.
Potentially 'Gatekeepers of knowledge' can be created by knowledge management tools, who will only allow access to a privileged few, "knowledge itself is power", and [5]
Thus, knowledge may be jealously guarded, and if this is the case, then it may not be possible to utilize knowledge management tools, as this culture or environment will not be receptive to knowledge sharing.
There are a lot of knowledge management tools available, the intranet being one of them. An Intranet has the capability to be a valuable knowledge management tool for facilitating communication and knowledge sharing within organisations, if used optimally. Intranets as a tool provide people the opportunity to be more informed and to be able to make better and faster decisions.
6. References
[1] Joe R. Downing, "IT'S EASIER TO ASK SOMEONE I KNOW", Call Centre Technicians' Adoption of Knowledge Management Tools, Southern Methodist University
[2] R. Mabudafhasi, "The role of knowledge management and information sharing in capacity building for sustainable development-an example from South Africa", Ocean & Coastal Management 45 (2002) 695-707
[3] "Intellectual capital: from intangible assets to fitness landscapes", Expert Systems with Applications 20 (2001) 35-50
[4] Georgia Prokopiadou, Christos Papatheodorou, and Dionysis Moschopoulos, "Integrating knowledge management tools for government information" Government Information Quarterly 21 (2004) 170-198
[5] Peter Tyndale, "A taxonomy of knowledge management software tools: origins and applications", Evaluation and Program Plannin 25 (2002) 183 - 190
[6] Ganesh Bhatt, Jatinder N.D. Gupta, Fred Kitchens, "An exploratory study of groupware use in the knowledge management process", The Journal of Enterprise Information Management Vol. 18, No. 1, 2005
[7] Himanshu Gupta and Inderpal Singh Mumick, "Selection of Views to Materialize in a Data Warehouse", IEEE Transactions on Knowledge and data engineering, vol. 17, no. 1, January 2005
[8] Mary Elizabeth Brabston and Gerry McNamara, "The Internet as a competitive knowledge tool for top managers", Industrial Management & Data Systems, 98/4 [1998] 158-164
[9] Hamilton Mphidi and Retha Snyman, "Intranet as a knowledge management tool" The Electronic Library, Volume 22 · Number 5, 393-400, 2005
7. Appendix A, Evidence of referred journal materials
7.1 Figure 2, example of reference 1
7.2 Figure 3, Example of Reference 2
7.3 Figure 4, Example of Reference 3
7.4 Figure 5, Example of Reference 4
7.5 Figure 6, Example of Reference 5
7.6 Figure 7, Example of Reference 6
7.7 Figure 8, Example of Reference 7
7.5 Figure 4, Example of Reference 8
7.6 Figure 4, Example of Reference 9
