Knowledge Management: An Inter- disciplinary Approach Media and Semantic Relations: Comparison of Individual and Organizational Knowledge Structures Klaudia Grote, Ralf Klamma Seminar “Knowledge Management: An Interdisciplinary Approach” IBFI, Schloss Dagstuhl, 9.7.- 14.7.2000

Outline of the Talk Individual and Organizational Knowledge Structures Knowledge System as a Semiotic System Influence of Mediality on the Semantic Relations in the Mental Lexicon Application of the Semiotic Approach to Organizational Knowledge Structures Integration of a ‚differential‘ approach into Knowledge Management Systems Knowledge Management: An Inter- disciplinary Approach 4/11/2018

Individual - Organizational Knowledge Management: An Inter- disciplinary Approach Procedural Knowledge sensomotoric skills, procedural scripts non-documented routines and operations Declarative Knowledge 4/11/2018 Episodic Knowledge memory of experiencing past episodes organizational historical records Semantic Knowledge semiotic concepts documentation Verbal words linguistic data Non-verbal image, icon, index graphics, diagrams, film, photographies

Semiotics in the Tradition of Ferdinand de Saussure (1957 - 1913) Knowledge Management: An Inter- disciplinary Approach Parole comprehension / articulation activation of organizational memory systems in presentia 4/11/2018 performance Langue human neural network networked information systems competence in absentia

Semantic Relations Paradigmatic vs. Syntagmatic Superordinates Coordinates Subordinates Metonyms Synonyms Oppositions - digital - antonym - converse Actor-Action Action-Object Location Time Instrument Goal Source Attributes Valuation Knowledge Management: An Inter- disciplinary Approach 4/11/2018

Different Language Aspects with an Influence on Semantic Relations Knowledge Management: An Inter- disciplinary Approach Modality: Visual vs. Audio 4/11/2018 Style: Oral vs. Literal Modus: Written vs. Spoken/Signed Status: Literate vs. Non-Literate

The Influence of Language Modality on Semantic Relations Knowledge Management: An Inter- disciplinary Approach German Spoken Language German Sign Language 4/11/2018 Semantic Relations

Video-Example of German Sign Language (DGS) Explanation of Verification Task: You will see a sign. After the video has finished you will see a second sign, which is different from the first one. You should decide as fast as possible if you can identify a semantic relation between the first and the second sign. If there is a semantic connection you press the right button which means „yes“, if there is none, you press the left button which means „no“. Knowledge Management: An Inter- disciplinary Approach 4/11/2018

Influence of Mediality on Semantic Relations: Empirical Findings Knowledge Management: An Inter- disciplinary Approach 4/11/2018

Conclusions 1. A semiotic knowledge system is dynamic and Management: An Inter- disciplinary Approach 1. A semiotic knowledge system is dynamic and it changes every time it is activated. 2. The meaning of a concept is determined by how it interacts with other concepts and by how it can be distinguished from other concepts in the knowledge system. (Positive and Negative Knowledge) 3. The knowledge system is carried by a material medium. The modality of the medium influences knowledge structures. 4/11/2018

Oppositions Paradigmatic Superordinates Coordinates Subordinates Metonyms Synonyms Oppositions - digital - antonym - converse Actor-Action Action-Object Location Time Instrument Goal Source Attributes Valuation Knowledge Management: An Inter- disciplinary Approach 4/11/2018 Negative Knowledge

Failure/Negative Knowledge Definition [Oser’94]: Failure Knowledge (negative knowledge) is the knowledge that something is not or wrong (declarative failure knowledge) what have not do be done (procedural failure knowledge) Meaning: Positive knowledge is clarified, sharpened, protected, and supported by negative knowledge Negative knowledge is based on cases Knowledge Management: An Inter- disciplinary Approach 4/11/2018

Failure Knowledge in the Context of (Organizational) Learning Learning from failures is multifaceted, e.g. Experience of limits and the gain of norm information Personal knowledge enrichment Making failures and being accepted although (not loosing self-confidence) Little failures lead back to the norms and strengthen failure knowledge (Single-Loop Learning) Big failures not only have impact on the consolidation or creation of knowledge but can lead to sustainable insights and modification of behavior (Double-Loop Learning) Things which have not be done (Type II Errors) have a strong and lasting effect on persons Knowledge Management: An Inter- disciplinary Approach 4/11/2018

Failure Knowledge and the Role of Media Emotions are a crucial element in experiencing failures and learning, e.g. Guilt Shame Penitence In a distributed organizational setting we need rich media to allow re-experience failures Knowledge Management: An Inter- disciplinary Approach 4/11/2018

Case-based navigation Use of Multimedia OM Tools for Failure Knowledge Case-based navigation of failures [Ackerman ‘92] Simple ease of -use technology Distribution of failure knowledge Construction of search paths Product Process Machine Failure Use “Asking an expert” -Email http://www-i5.informatik.rwth-aachen.de/FOQUS Knowledge Management: An Inter- disciplinary Approach 4/11/2018

Dynamics of Failures Syntagmatic Superordinates Coordinates Subordinates Metonyms Synonyms Oppositions - digital - antonym - converse Actor-Action Action-Object Location Time Instrument Goal Source Attributes Valuation Knowledge Management: An Inter- disciplinary Approach 4/11/2018 Business Processes and Workflow

Virtual improvement teams Knowledge Management: An Inter- disciplinary Approach Failure Escalation Detection Analyze Capture Correct Sphere of Competence e.g. Assembly Planning e.g.Call Center e.g. Service Engineer 4/11/2018 Customer

Virtual improvement teams Utilization of OMS to shorten processes by better understanding and technological support Knowledge Management: An Inter- disciplinary Approach Failure Escalation Detection Analyze Capture Correct Sphere of Competence e.g. Assembly Planning e.g.Call Center e.g. Service Engineer 4/11/2018 Customer

Workflow Knowledge Flow Scenarios Current process scenario Flow between organizational units Flow between competencies Same process scenario Flow for reuse Flow for improvement Interrelated process scenario Flow between process instances Flow between models Knowledge Management: An Inter- disciplinary Approach 4/11/2018 Workflows: [Schäl ’96, Szczurko ‘96, Klamma’98 (ECIS’98)] Application in Quality Management: [WIBQUS ‘95, FOQUS ‘97]

Virtual improvement teams Utilization of OMS to shorten processes by better understanding and technological support Knowledge Management: An Inter- disciplinary Approach Failure Escalation Detection Analyze Capture Correct Sphere of Competence e.g. Assembly Planning e.g.Call Center e.g. Service Engineer 4/11/2018 Customer Electronic Circulation Folders: [Karbe and Rampsberger ‘91] Semantic Trading Technology: [Peters and Szczurko ‘94, Jarke et al. ’95] Information Flow Planning: [Peters ‘96] Workflows: [Schäl ’96, Szczurko ‘96, Klamma’98] Application in Quality Management: [Klamma et al. ‘00]

Encapsulation of Problem Context with Electronic Circulation Folders Store Available Information in a Single Meta-Document (ECF) Integrate Workflow Information into ECF Deal with Multimedia Information to enrich Information Content of ECF Insert Links in ECF for Enterprise Information Systems Knowledge Management: An Inter- disciplinary Approach Problems Information Spread Inside and Outside the Enterprise Information is not Task-Specific Diverse Representations, Presentation, and Media 4/11/2018 Electronic Circulation Folder [Karbe, Ramsperger ‘91] Electronic Circulation Folders: [Karbe and Rampsberger ‘91] Application in Failure Management: [FOQUS ‘97]

Complexity Paradigmatic Superordinates Coordinates Subordinates Metonyms Synonyms Oppositions - digital - antonym - converse Actor-Action Action-Object Location Time Instrument Goal Source Attributes Valuation Knowledge Management: An Inter- disciplinary Approach Classical Modeling 4/11/2018 Negative Knowledge

Enrichment of Production Planning Systems with Failure Knowledge PPS -> Classifying Products (and Processes) Failure Knowledge -> Granularity, Product life cycle Knowledge Management: An Inter- disciplinary Approach 4/11/2018 Enriching variant oriented Product characteristics same characteristics, different values Product characteristics sets Differentiating and variant characteristics Product structures Differences in the product parts and the Use of products by customers Important for fervice, depends on place, time, weather conditions etc. Production context production processes and machines or tools

Variant Rich Model Representation and Utilization Knowledge Management: An Inter- disciplinary Approach 4/11/2018 Use of explicit representation of knowledge about variants to create new failure knowledge PPS-Systems: [Anthony’65, Schneeweiß‘‘87] Richer models: [Jarke and Klamma.‘98]

Integrated View Paradigmatic and Syntagmatic Superordinates Coordinates Subordinates Metonyms Synonyms Oppositions - digital - antonym - converse Actor-Action Action-Object Location Time Instrument Goal Source Attributes Valuation Knowledge Management: An Inter- disciplinary Approach Classical Modeling 4/11/2018 Business Processes and Workflow Negative Knowledge