CCT 355: E-Business Technologies Class 4: Content/Knowledge Management Systems

Administration Check your presentation date Case study questions? Should be a narrative – not an information/interview dump – what would your audience (e.g., me) think interesting about what you learned in your conversation? Due Tuesday Oct 11 by will

KM Remember data, information, knowledge, wisdom? KM systems are between info -> knowledge – repositories and channels to coordinate information to create knowledge

Common Information Channels

1 st /2 nd generation KM 1 st generation – technology centered – focused on data architecture, access, rights management, etc. - basically, build a database and release it Problems?

Information Politics Collective ownership of information complicated Orlikowski and Lotus Notes – consultants resisted sharing – why? Still a common problem – must build a culture compatible with system and a reward structure to encourage use Carrots v. Sticks

UX Issues UX = User eXperience Early KM systems roots in CS/digital libraries – made sense to information scientists, few others Difficult UI/UX = frustrations in adoption and use and negative attitudes to use

Information Overload KM = too much of a good thing? Knowing everything is not possible or pragmatic Information shutdown usually the result of trying Coping mechanisms?

Information Sharing/Access/Control KM systems can and do limit access Access limitations often make sense – examples? Sometimes don’t – examples? Establish proper levels of access and workflow a concern

Suggestions Ensure wide benefits and limited consequences Create incentives for use – intrinsic and extrinsic Promote (and capture?) multiple channels of learning Understanding work practice and culture

Tacit and Explicit Knowledge Sources Explicit knowledge – recorded information, can be transferred with relative ease Tacit knowledge – “know how” or “know why” – built from experience, cannot be easily captured and transferred Examples?

SECI and Ba: Nonaka and Takeuchi

SECI Process Socialization – beginning of transfer of tacit knowledge Externalization – conversion to explicit knowledge Combination – integration/synthesis of other explicit knowledge pieces Internalization – reembodiment of new knowledge as standard practice Cyclical process moving up from individual to group knowledge

Ba? Less process than context Somewhat of an art – context and its manipulation to create a positive ecology/environment for information sharing

Four types of “ba” Originating – where people share stories Interacting – a more consciously designed structure of social interaction, transfer of tacit stories to explicit knowledge Cyber/systemizing – role of IT in integrating explicit knowledge Exercising – synthetic application and return to information sharing environment

Information and Time Information sometimes decays over time – examples? Information about past can nevertheless be valuable – examples? KM and organizational turnover – in high- turnover domains, information transfer especially complicated

GPO Information sharing in a campaign – different channels (and different silos) Learning from tacit knowledge (…and its limitations) Between campaigns – hopefully you collect and store knowledge to share for future years Information over time challenges

FSAE KM challenges – 2000 reports – how to access? Database a failure – why? Google solution – great but impossible at time (now, different story) Work on creating/maintaining ba Limitations of ba Information over time challenges – maintaining success over even five years difficult

In-class assignment Consider a work/organization environment (your choice – just note what it is.) What are common tacit knowledge sources? Explicit knowledge sources? How may an information system help manage explicit knowledge in this case?

Presentations Ignite presentation tips