1. 1 Knowledge management and knowledge sharing Hazel Hall Senior Lecturer School of Computing Napier University, Edinburgh h.hall@napier.ac.uk http://www.bim.napier.ac.uk/esis/about_us/hazel.html

2. 2 Knowledge management and knowledge sharing Format of the presentation Knowledge management “defined” Knowledge management perspectives Knowledge management at Napier University Knowledge sharing

3. 3 Knowledge management and knowledge sharing Knowledge management: a definition “The capabilities by which communities within an organisation capture the knowledge that is critical to them, constantly improve it and make it available in the most effective manner to those people who need it, so that they can exploit it creatively to add value as a normal part of their work”

4. 4 Knowledge management and knowledge sharing Knowledge management: a definition “The capabilities by which communities within an organisation capture the knowledge that is critical to them, constantly improve it and make it available in the most effective manner to those people who need it, so that they can exploit it creatively to add value as a normal part of their work”

5. 5 Knowledge management and knowledge sharing Knowledge management Business studies Artificial intelligence Computer science Science and technology Sociology Strategic management Psychology Organisational science Information systems Information science

6. 6 Knowledge management and knowledge sharing Knowledge management Business studies Artificial intelligence Computer science Science and technology Sociology Strategic management Psychology Organisational science Information systems Information science Librarians Human resources managers Hardware & software vendors Military strategists Charities Management consultants Engineers Accountants

7. 7 Knowledge management and knowledge sharing Contested approaches Laissez-faireRe-engineering

8. 8 Knowledge management and knowledge sharing Contested approaches Laissez-faireRe-engineering 3 articulations from the literature KM1: Library and Information Science KM2: Process Engineering KM3: Organisational Theory (Davenport & Cronin, 2000)

9. 9 Knowledge management and knowledge sharing KM1: “Knowledge organisation” approach Identify Acquire Classify Catalogue Organise Store internally and externally produced publications for subsequent retrieval and use

10. 10 Knowledge management and knowledge sharing KM2: “Process” approach Use techniques and tools to map and model “know-how” then recompile systems and resources  identify existing conceptual links, form new links

11. 11 Knowledge management and knowledge sharing KM3: “Creation” approach Provide conditions for knowledge creation to encourage knowledge culture so that knowledge is created and shared freely

12. 12 Knowledge management and knowledge sharing KM1: “Knowledge organisation” approach Identify Acquire Classify Catalogue Organise Store internally and externally produced publications for subsequent retrieval and use Isn’t this just information management? Ignores “tacit”, unrecorded knowledge

13. 13 Knowledge management and knowledge sharing KM2: “Process” approach Use techniques and tools to map and model “know-how” then recompile systems and resources  identify existing conceptual links, form new links Over-emphasis on the process of mapping & modelling Too little emphasis on human factors Cost of exercise

14. 14 Knowledge management and knowledge sharing KM3: “Creation” approach Provide conditions for knowledge creation to encourage knowledge culture so that knowledge is created and shared freely Ignores “published” sources Dependent on personality “types” Highly reliant on personal networks

15. 15 Knowledge management and knowledge sharing KM at Napier University Teaching focused on integrated strategies students learn about KM while “doing” KM Research: examples communities of practice and networked learning teledemocracy careers guidance advertising

16. 16 Knowledge management and knowledge sharing Value of conducting research on encouraging knowledge sharing Most commonly discussed topic at KM conferences priority area for knowledge research priority area for companies “knowledge hoarding is power”  “knowledge sharing is valued” (Kelleher & Levene, p. 39)

17. 17 Knowledge management and knowledge sharing Knowledge gaps and debates in this area KM research questions about teams value of organisational incentives for information sharing case study evidence

18. 18 Knowledge management and knowledge sharing Incentives for knowledge sharing RewardsConditions Critical mass Soft Hard Communities Status Responsibilities Infrastructure Articulation Usability Boundary objects

19. 19 Knowledge management and knowledge sharing Incentives for knowledge sharing Rewards Soft Hard Financial rewards Career advancement/security as reward Access to information and knowledge as reward

20. 20 Knowledge management and knowledge sharing Incentives for knowledge sharing Rewards Soft Hard Financial rewards Career advancement/security as reward Access to information and knowledge as reward Increased pay Bonuses Stock options Learning Innovation Promotion Future work

21. 21 Knowledge management and knowledge sharing Incentives for knowledge sharing Rewards Soft Hard Financial rewards Career advancement/security as reward Access to information and knowledge as reward

22. 22 Knowledge management and knowledge sharing Incentives for knowledge sharing Rewards Soft Hard Personal satisfaction as reward Enhanced reputation as reward

23. 23 Knowledge management and knowledge sharing Incentives for knowledge sharing Rewards Soft Hard Personal satisfaction as reward Enhanced reputation as rewardGratitude Flattery Recognition Cross-hierarchy alliances Positive results of altruism

24. 24 Knowledge management and knowledge sharing Incentives for knowledge sharing Rewards Soft Hard Personal satisfaction as reward Enhanced reputation as reward

25. 25 Knowledge management and knowledge sharing Incentives for knowledge sharing Rewards Soft Hard Encourage temporary compliance Over-promote self-interest Rupture relationships Discourage risk taking Depend on personality “types”

26. 26 Knowledge management and knowledge sharing Incentives for knowledge sharing Conditions Communities Status Responsibilities Time allocated Senior management buy-in Mentoring & assisting Leadership by example Training & debriefings “Copying” permitted Acquire knowledge Disseminate knowledge

27. 27 Knowledge management and knowledge sharing Incentives for knowledge sharing Conditions Communities Status Responsibilities Acquire knowledge Disseminate knowledge

28. 28 Knowledge management and knowledge sharing Incentives for knowledge sharing Conditions Communities Status Responsibilities Time allocated Senior management buy-in Mentoring & assisting Leadership by example Training & debriefings “Copying” permitted Acquire knowledge Disseminate knowledge Culture change imperative

29. 29 Knowledge management and knowledge sharing Incentives for knowledge sharing Conditions Communities Status Responsibilities Relegate All are contributors, experimentation is encouraged Mask status Remove management levels

30. 30 Knowledge management and knowledge sharing Incentives for knowledge sharing Conditions Communities Status Responsibilities Relegate Academic research on online interactions Doctors v nurses

31. 31 Knowledge management and knowledge sharing Incentives for knowledge sharing Conditions Communities Status Responsibilities Relegate All are contributors, experimentation is encouraged Mask status Remove management levels Works against soft reward of enhanced reputation

32. 32 Knowledge management and knowledge sharing Incentives for knowledge sharing Conditions Communities Status Responsibilities Provide for Social interaction  clique & high risk exchange Shared commitment, obligation & co- dependence  vitality & trust Identity  common purpose

33. 33 Knowledge management and knowledge sharing Incentives for knowledge sharing Conditions Communities Status Responsibilities Provide for Social events Common language framework Space

34. 34 Knowledge management and knowledge sharing Incentives for knowledge sharing Conditions Communities Status Responsibilities Provide for Social interaction  clique & high risk exchange Shared commitment, obligation & co- dependence  vitality & trust Identity  common purpose Can’t be “created”

35. 35 Knowledge management and knowledge sharing Incentives for knowledge sharing Conditions Communities Status Responsibilities Provide for Social interaction  clique & high risk exchange Shared commitment, obligation & co- dependence  vitality & trust Identity  common purpose Strong versus weak ties Can’t be “created”

36. 36 Knowledge management and knowledge sharing Incentives for knowledge sharing Conditions Communities Status Responsibilities Provide for Social interaction  clique & high risk exchange Shared commitment, obligation & co- dependence  vitality & trust Identity  common purpose Inhibited dissemination Strong versus weak ties Can’t be “created”

37. 37 Knowledge management and knowledge sharing Incentives for knowledge sharing Conditions Communities Status Responsibilities Provide for Social interaction  clique & high risk exchange Shared commitment, obligation & co- dependence  vitality & trust Identity  common purpose Inhibited dissemination Strong versus weak ties Can’t be “created” Limits on membership

38. 38 Knowledge management and knowledge sharing Incentives for knowledge sharing Critical mass Infrastructure Articulation Usability Boundary objects Usefulness of use is obvious Ease of use

39. 39 Knowledge management and knowledge sharing Incentives for knowledge sharing Critical mass Infrastructure Articulation Usability Boundary objects Usefulness of use is obvious Ease of use

40. 40 Knowledge management and knowledge sharing Incentives for knowledge sharing Critical mass Infrastructure Articulation Usability Boundary objects Integration of tools with communities

41. 41 Knowledge management and knowledge sharing Incentives for knowledge sharing Critical mass Infrastructure Articulation Usability Boundary objects Integration of tools with communities

42. 42 Knowledge management and knowledge sharing Incentives for knowledge sharing Critical mass Infrastructure Articulation Usability Boundary objects Usefulness of use is obvious Integration of tools with communities Ease of use

43. 43 Knowledge management and knowledge sharing Incentives for knowledge sharing Critical mass Infrastructure Articulation Usability Boundary objects spaces and people classification schemes repositories

44. 44 Knowledge management and knowledge sharing Incentives for knowledge sharing Critical mass Infrastructure Articulation Usability Boundary objects spaces and people classification schemes repositories Ease of knowledge sharing Equal status Community ownership Exploitation of weak ties Transfer from oldies to newbies

45. 45 Knowledge management and knowledge sharing Incentives for knowledge sharing RewardsConditions Critical mass Soft Hard Communities Status Responsibilities Infrastructure Articulation Usability Boundary objects

46. 46 Knowledge management and knowledge sharing Incentives for knowledge sharing RewardsConditions Critical mass Soft Hard Communities Status Responsibilities Infrastructure Articulation Usability Boundary objects Tension Mixed incentives

47. 47 Knowledge management and knowledge sharing Incentives for knowledge sharing RewardsConditionsInfrastructure To jump start knowledge sharing For long-term complianceTo help new members of staff For distributed staff For cross-team working For wide dissemination For “community” benefits To encourage experimentation To match “expectations” of personality types To promote moral obligation

48. 48 Knowledge management and knowledge sharing Incentives for knowledge sharing RewardsConditionsInfrastructure To jump start knowledge sharing For long-term complianceTo help new members of staff For distributed staff For cross-team working For wide dissemination For “community” benefits To encourage experimentation To match “expectations” of personality types To promote moral obligation Knowledge is a public goodKnowledge is a private good Knowledge is accessible

49. 49 Knowledge management and knowledge sharing References and further work in this area Davenport, E., & Cronin, B. (2000). Knowledge management: semantic drift or conceptual shift?, [Online]. Available: http://www.alise.org/nondiscuss/conf00_Davenport-Cronin-paper.htm [2000, 28 January]. Davenport E. & Hall, H. (2002 in press). Organizational knowledge and communities of practice. In B. Cronin & D, Shaw (Eds.). Annual Review of Information Science and Technology. Medford NJ: Information Today. Hall, H. (2001). Input-friendliness: motivating knowledge sharing across intranets. Journal of Information Science 27(2), 139-146. Kelleher, D., & Levene, S. (2001). Knowledge management: a guide to good practice. London: British Standards Institution.