| Foreword | xi |
| Acknowledgments | xv |
| Introduction | xvii |
| PART I KNOWLEDGE MANAGEMENT AS AN ORGANIZATIONAL STRATEGY | |
| 1 Knowledge Is the Foundation of Business | 5 |
| The Value of Knowledge | 5 |
| The Increasing Need for Knowledge Management | 8 |
| KM's Value to the Enterprise | 9 |
| Capturing Knowledge for Reuse | 11 |
| Engaging Knowledge Workers in KM | 13 |
| How KM Systems Work | 14 |
| Basic Features of a KM System | 17 |
| Summary | 18 |
| 2 Placing a Value on Your Knowledge Management Investment | 19 |
| Placing a Value on Knowledge Management | 19 |
| Accounting for Intangible Assets | 20 |
| A New Measurement Tool | 23 |
| Performance Goals | 24 |
| Activity Measures | 25 |
| Behavior Measures | 26 |
| The Measurement Chain | 30 |
| Who (What Job Types) Should Be Measured? | 31 |
| Example of a Framework in Action | 32 |
| Summary | 35 |
| 3 Knowledge and the Business Culture | 37 |
| The Role of Culture in KM | 37 |
| Fitting KM into Your Culture | 39 |
| Step 1: Define Your Business Strategy | 40 |
| Step 2: Identify the Desired Culture | 41 |
| Step 3: Identify Gaps | 43 |
| Step 4: Closing the Gaps with Culture Change | 43 |
| Making Cultural Changes | 44 |
| The Starting Point | 45 |
| Methods to Facilitate Change | 46 |
| Step 5: Develop an Integrated KM Plan | 49 |
| Step 6: Monitor Results | 50 |
| Summary | 51 |
| PART II THE PROCESS OF KNOWLEDGE MANAGEMENT | |
| 4 An Implementation Framework | 57 |
| Starting to Implement a KM Solution | 57 |
| Function 1: Creating Knowledge | 59 |
| The Culture of Knowledge Creation | 60 |
| Editors in the Creation Function | 60 |
| Function 2: Capturing Knowledge | 61 |
| Function 3: Organizing Knowledge | 62 |
| Function 4: Sharing and Distributing Knowledge | 63 |
| Function 5: Using and Reusing Knowledge | 65 |
| Are You Ready for Implementation? | 66 |
| The Risks of a KM Program | 66 |
| Summary | 76 |
| 5 Creating and Sustaining Communities of Practice | 79 |
| The Benefit of Communities | 80 |
| The Structure of Communities | 81 |
| Product or Technology Communities | 83 |
| Role or Function Communities | 84 |
| Industry-Focused or Market-Focused Communities | 84 |
| Special Interest Groups Within Communities (Subtypes) | 85 |
| Starting a Community | 86 |
| Establishing a Leader | 88 |
| Establishing an Executive Sponsor | 88 |
| Establishing a Community Profile | 88 |
| Establishing Communications Through a CommunityWeb Page | 93 |
| Establishing Membership | 95 |
| Sustaining Communities of Practice | 95 |
| Communicating Within Communities | 96 |
| Promoting Leadership in the Community | 97 |
| Rewards and Recognition | 99 |
| Measuring Success | 100 |
| What to Monitor | 101 |
| Vitality Reports | 102 |
| Business Unit Scorecard | 104 |
| Summary | 104 |
| 6 Building Taxonomies | 105 |
| What Is a Taxonomy? | 106 |
| Descriptive Taxonomies | 107 |
| Navigational Taxonomies | 108 |
| Data Management Vocabulary | 109 |
| How Taxonomies Play a Role in Content | 109 |
| Information Needs Drive Content | 110 |
| Content Informs the Taxonomy | 110 |
| Information-Seeking Behavior Influences Taxonomy | 111 |
| Taxonomy Values Are Applied to Content | 111 |
| Taxonomy Values Are Applied to Knowledge Workers | 112 |
| Content Is Found and Delivered to Knowledge Workers | 113 |
| Identifying Experts in the Organization | 114 |
| Building and Maintaining a Taxonomy | 115 |
| What Do You Have Already? | 115 |
| Obtaining Information | 115 |
| Structuring the Taxonomy | 117 |
| Managing the Taxonomy | 119 |
| Being Strategic | 121 |
| Using Taxonomies to Their Fullest | 122 |
| Measuring Success | 123 |
| Summary | 124 |
| 7 Capturing Your Organization's Knowledge Assets | 125 |
| Knowledge Asset Role | 126 |
| Flow of Knowledge | 127 |
| Capturing Knowledge Assets | 129 |
| What Compels People to Submit | 129 |
| Using What You Already Have | 131 |
| Creating a Knowledge Index | 132 |
| Content from Communities of Practice | 136 |
| Content from Corporate and Public Web Sites | 136 |
| Managing Knowledge Assets | 138 |
| Validation | 140 |
| Archiving | 144 |
| Exposing Knowledge Assets to Others | 144 |
| Decisions About Content | 146 |
| Summary | 147 |
| PART III THE TECHNOLOGY OF KNOWLEDGE MANAGEMENT | |
| 8 Building a KM Foundation | 153 |
| Technology's Role in a KM Solution | 153 |
| Planning Your KM Solution | 156 |
| Strategy and Requirements Planning Stages | 158 |
| Design/Development Stage | 160 |
| Design the Structure and Process | 160 |
| Development: Selecting Technology Components and Methods | 163 |
| Implementation Stage | 169 |
| Maintenance Stage | 173 |
| Summary | 174 |
| 9 Measuring the Effectiveness of Your Repository | 175 |
| Measurement in Your KM System | 176 |
| KM Behaviors and Activities | 178 |
| KM Financial Value Analysis | 187 |
| KM System and Repository Measures | 189 |
| Managing Content in the Knowledge Asset Repository | 191 |
| Impact of Changing Taxonomy | 194 |
| Summary | 195 |
| 10 Knowledge Searching and Services | 197 |
| What Creates Successful Searching? | 197 |
| The Technology of Searching | 198 |
| Kinds of Searches | 198 |
| Returning Optimal Results | 203 |
| Personalization | 204 |
| Subscription and Notification Services | 206 |
| Finding Experts | 207 |
| Determining Expertise | 208 |
| .NET and Knowledge Management | 211 |
| KM Utilization of Web Services | 214 |
| CONCLUSION | 215 |
| GLOSSARY | 221 |
| INDEX | 227 |
