Intro to Knowledge management Course outline make the analogy between the internet and knowledge one thing that takes on different meanings in different communities. multi-faceted more people sometimes means more productivity more knowledge sometimes means dumber (political party)

Knowledge management Computer science Behavior sciences Management Scopus domain analysis Computer science Behavior sciences Management Meta-knowledge Fish scale metaphor knowledge management is that it means different things to different people, depending on their discipline. There are at least three perspectives to knowledge management: in computer science it refers to the technology for organizing knowledge, librarians associate it with the structuring of information that is done through metadata and cataloguing, and in the management field it is associated with the enabling of organizations to use their explicit and tacit knowledge to promote productivity and innovation.

KM definitions Knowledge management is the process of capturing a company’s collective expertise wherever it resides – in databases, or paper, or in people’s heads – and distributing it to wherever it can produce the biggest payoff (Hibbard, 1997) Capture: too narrow content management Or 2. Organization communication Knowledge management is getting the right knowledge to the right people at the right time so they can make the best decision (Petrash, 1996).

Where does corporate knowledge reside? 26% 42% 20% 12% Paper Employee’s Electronic Electronic Documents Brains Documents Knowledge Base Repository, archive, manual, documentation HOW DO DOCTORS RESOLVE THEIR INFORMATION NEEDS? That’s all ? Socially embedded knowledge Some baseball/basketball teams continue to perform even after their stars got traded always. Some stars perform much worse after being traded; why? Jeremy Lin System System, something larger than the sum of its parts.

More definitions Knowledge is a fluid mix of framed experience, values, contextual information, and expert insight that provides a framework for evaluating and incorporating new experiences and information. It originates and is applied in the minds of knowers. In organization, it often become embedded not only in documents or repositories but also in organizational routines, processes, practices and norms. Leveraging collective wisdom to increase responsiveness and innovation Collective intelligence Collective IQ? Organizational learning? Practice examples: BEST PRACTICES TAX, IRB, RATE MY PERFORMANCE, LIBRARY LATE FEE, STREAMING (TECHNOLOGY), GROCERY EMBEDDEDNESS? Practices: turning the classroom upside down Three smelly shoe makers…. Fluid: mentor vs, textual/factual knowledge Incorporate new experiences and information: learning coffee tasting, learning classical music/your taste changes with experiences/time Embedded Organizational routines, process, practices and norms. Theses auditing : online shopping/selling rating your seller/buyer Synergy and innovation The Wisdom of Crowds: Why the Many Are Smarter Than the Few and How Collective Wisdom Shapes Business, Economies, Societies and Nations, published in 2004, is a book written by James Surowiecki about the aggregation of information in groups, resulting in decisions that, he argues, are often better than could have been made by any single member of the group.

Knowledge management knowledge management is that it means different things to different people, depending on their discipline. There are at least three dimensions to knowledge management: in computer science it refers to the technology for organising knowledge, librarians associate it with the structuring of information that is done through metadata and cataloguing, and in the management field it is associated with the enabling of organisations to use their explicit and tacit knowledge to promote productivity and innovation.

Knowledge management components Knowledge management: explicit strategies, tools and practices applied by management that seek to make knowledge a resource for the organization People Organization Technology Expertise, document, network

Analysis Decomposition Perspective taking

The halo effect is a type of cognitive bias in which our overall impression of a person influences how we feel and think about his or her character. Essentially, your overall impression of a person ("He is nice!") impacts your evaluations of that person's specific traits ("He is also smart!"). The cold and warm ECONOMIC MIT TA, Aunt Susan and talent show, "In the work setting, the halo effect is most likely to show up in a supervisor's appraisal of a subordinate's job performance. In fact, the halo effect is probably the most common bias in performance appraisal. Think about what happens when a supervisor evaluates the performance of a subordinate. The supervisor may give prominence to a single characteristic of the employee, such as enthusiasm, and allow the entire evaluation to be colored by how he or she judges the employee on that one characteristic. Even though the employee may lack the requisite knowledge or ability to perform the job successfully, if the employee's work shows enthusiasm, the supervisor may very well give him or her a higher performance rating than is justified by knowledge or ability."

Knowledge management process Not necessarily linear Leadership, CKO, Johnson and Johnson. Measurement; quantifiable; grade (a, b, c. ) Points for faculty What get measured, get done. Criteria Culture, conservative hiring policy at Evergreen

KM的主要問題徵兆與後果 -1 不知道組織內部有哪些優秀的專家 不知道哪些員工擁有哪些重要的知識 不知道組織內部儲存哪些重要的知識 問題的徵兆 後果 知識辨識的問題; 不知道組織內部有哪些優秀的專家 不知道哪些員工擁有哪些重要的知識 不知道組織內部儲存哪些重要的知識 員工需要時，找不到專家協助 浪費有價值的人才 員工需要時，找不到相關的知識參考 知識獲取的問題 HP and Dell's bid for 3par 組織不知道外部有哪些重要的知識 組織無法有效吸收外部的重要新知識 新產品的方向錯誤與落後 創新能力落後 If KM is the answer, what question does it try to answer? Make an analogy between human being and organization left hand doesn’t know what right hand has done; the shoaling monk; unlike at the university, knowledge is well packaged and well tagged What courses to take ; ALO Time Warner merge; Google purchase of YouTube; double major; acquisition : strategy; to include KM expertise in LIS department

KM的主要問題徵兆與後果 -2 重要知識沒有留存 不斷地重蹈覆轍 不斷地重複投資 隨員工離職而流失知識 乏人問津的知識庫 群組知識的遺失 問題的徵兆 後果 知識儲存的問題; Organizational forgetting, organization memory; Personal KM 重要知識沒有留存 不斷地重蹈覆轍 不斷地重複投資 隨員工離職而流失知識 乏人問津的知識庫 群組知識的遺失 喪失重要的無形資產 損失鉅額的失敗成本 浪費重新開發的投資成本 流失重要的工作技能、顧客關係 浪費人力、時間、財力的投資成本 後續團隊無前車之鑑可參考 知識利用的問題 不敢有創新的行為 沒有充份利用智慧資產 知識沒有嵌入組織 知識不利用，則完全沒有價值 浪費有價值的資產 知識無法對組織產生貢獻

KM的主要問題徵兆與後果 -3 沒有分享的意願 沒有吸收的動機 生產力的差異 工作無法協調 好的知識無法擴散 員工無法成長進步 生產力降低 問題的徵兆 後果 知識分享的問題 The barriers to sharing? 沒有分享的意願 沒有吸收的動機 生產力的差異 工作無法協調 好的知識無法擴散 員工無法成長進步 生產力降低 工作、產品的失敗 知識移轉的問題 Transplant best practice; format of thesis defense 不知道最佳實務在哪 無法複製成功 團隊績效差異 團隊間無法成功移轉知識 無法產生槓桿作用 沒有標竿學習的目標 無法提升整體生產力 無法提升團隊能力 知識無法發揮潛力與價值

KM的主要問題徵兆與後果-4 知識的過時 沒有創新的意願 沒有創新的環境 沒有學習的文化 利用沒效率的知識 創新能力喪失 問題的徵兆 後果 知識創造的問題 知識的過時 沒有創新的意願 沒有創新的環境 沒有學習的文化 利用沒效率的知識 創新能力喪失 員工技能落後，組織不能進步

What will KM do for an organization? Reduce the time it takes for us to find information Makes us more efficient/productive We can share best practices to ensure that we replicate success Reduce the costs of training Help us keep from making the same mistake “A crisis is a terrible thing to waste.” Because we have a sense of who knows what, we can call on others to help us solve problems Sustainable competitive advantage Humanity mission/ learning

Class intro Intellectual and intangible assets Why knowledge management now? Intellectual and intangible assets The prominent role played by ICT Why in LIS? Knowledge in documentation Knowledge embedded in scholarly communities A cognitive/behavioral science approach Not an entirely new practice: “Historically, knowledge has always been managed, at least implicitly. However, effective and active knowledge management requires new perspectives and techniques and touches on almost all facets of an organization. We need to develop a new discipline and prepare a cadre of knowledge professionals with a blend of expertise that we have not previously seen.” (Wiig, in Grey, 1996)

Class Modules Knowledge economy and knowledge worker Knowledge in individuals Knowledge in organizations   Knowledge in teams Knowledge in market Knowledge audit  Knowledge sharing   Knowledge creation     Knowledge dissemination/diffusion of Innovation  Knowledge worker Implicit knowledge Knowledge spiral Knowledge market Knowledge dissemination Diffusion of innovation; social conformity Knowledge creation/wisdom of many Coordination Social capital Relational Cognitive Structural Formal organization (organizational structures) Informal organization (social network; CoPs) Task and Knowledge audit Set constrains on mode of coordination Role of IT

Concept map

Concept map

KMS A knowledge management system is a virtual repository for relevant information that is critical to tasks performed daily by organizational knowledge workers.

Forum A place out of door

WordPress/Joomla A content management System Software that enables one to add and/or manipulate content on a Web site. to create, edit, manage, and publish content in a consistently organized fashion. CMSs are frequently used for storing, controlling, versioning, and publishing industry-specific documentation such as news articles, operators' manuals, technical manuals, sales guides, and marketing brochures.

Joomla project KM http://cms.lis.ntu.edu.tw/~km100101/joomla http://cms.lis.ntu.edu.tw/~km100102/joomla http://cms.lis.ntu.edu.tw/~km100105/joomla http://cms.lis.ntu.edu.tw/~km100106/joomla http://cms.lis.ntu.edu.tw/~km100107/joomla http://cms.lis.ntu.edu.tw/~km100108/joomla http://cms.lis.ntu.edu.tw/~km100109/joomla http://cms.lis.ntu.edu.tw/~km100110/joomla

Knowledge audit “If HP knew what HP knows, we would be three times as profitable” Lew Platt, former CEO of HP. A review of the organization’s knowledge assets (codified as well as implicit)and associated knowledge management systems

Social Network analysis 問題一：在社團裡最常接觸的人？

Each circle represents one doctor Probability of prescribing oncology drug Link is established by shared patients