| Preface for the Third Edition | p. V |
| Preface for the First Edition | p. VII |
| Introduction | p. 1 |
| Motivation | p. 1 |
| Goals | p. 9 |
| Procedure, Methods and Overview | p. 11 |
| Concepts and Theories | p. 19 |
| Foundation | p. 21 |
| Knowledge management | p. 21 |
| From organizational learning to knowledge management | p. 22 |
| From data to knowledge management | p. 39 |
| From traditional work to knowledge work | p. 46 |
| Definition | p. 52 |
| Critique to knowledge management | p. 58 |
| Knowledge | p. 60 |
| History and related concepts | p. 60 |
| Types and classes of knowledge | p. 66 |
| Consequences for knowledge management | p. 70 |
| Definition | p. 76 |
| Knowledge management systems | p. 82 |
| Overview and related concepts | p. 82 |
| Definition | p. 86 |
| Résumé | p. 91 |
| Strategy | p. 93 |
| Strategy and knowledge management | p. 93 |
| From market-based to knowledge-based view | p. 94 |
| Knowledge (management) strategy | p. 104 |
| Process-oriented KM strategy | p. 108 |
| Goals and strategies | p. 114 |
| Strategic goals | p. 114 |
| Strategic options | p. 120 |
| Generic knowledge management strategies | p. 129 |
| Success factors, barriers and risks | p. 132 |
| Success factors | p. 132 |
| Barriers | p. 136 |
| Knowledge risks | p. 136 |
| Management of knowledge risks | p. 140 |
| Empirical study: KnowRisk | p. 146 |
| Résumé | p. 150 |
| Organization | p. 153 |
| Structural organization | p. 158 |
| Separate knowledge management unit | p. 160 |
| Knowledge management roles | p. 162 |
| Groups, teams and communities | p. 177 |
| Instruments | p. 195 |
| Definition | p. 195 |
| Product-oriented instruments | p. 200 |
| Process-oriented instruments | p. 203 |
| Process organization | p. 207 |
| Knowledge management tasks | p. 207 |
| Knowledge management processes | p. 212 |
| Example: Process-oriented KM | p. 217 |
| Organizational culture | p. 221 |
| Definition | p. 221 |
| Willingness to share knowledge | p. 223 |
| Other interventions | p. 230 |
| Overview | p. 230 |
| Example: FlexibleOffice | p. 231 |
| Modeling | p. 237 |
| Process modeling | p. 240 |
| Activity modeling | p. 250 |
| Knowledge modeling | p. 257 |
| Person modeling | p. 262 |
| Résumé | p. 270 |
| Systems | p. 273 |
| Technological roots | p. 273 |
| Contents | p. 281 |
| Types of contents | p. 282 |
| Maturity of knowledge elements | p. 286 |
| Size and media used | p. 296 |
| Structuring of contents | p. 298 |
| Quality of contents | p. 299 |
| Architectures and services | p. 302 |
| Knowledge management service | p. 302 |
| Service infrastructure | p. 304 |
| Integrating architectures for KMS | p. 311 |
| Centralized architecture | p. 318 |
| Overview | p. 319 |
| Infrastructure and integration services | p. 322 |
| Discovery services | p. 322 |
| Publication services | p. 326 |
| Collaboration services | p. 327 |
| Learning services | p. 331 |
| Personalization services | p. 333 |
| Access services | p. 334 |
| Example: Open Text Livelink | p. 336 |
| Distributed architecture | p. 341 |
| Peer-to-peer metaphor | p. 341 |
| Peer-to-peer knowledge management systems | p. 342 |
| Example: Infotop | p. 349 |
| Classification | p. 361 |
| Knowledge Tools | p. 361 |
| Classes | p. 369 |
| Semantic integration | p. 374 |
| Semantic Web | p. 375 |
| Meta-data management | p. 379 |
| Ontology management | p. 387 |
| Résumé | p. 390 |
| Economics | p. 395 |
| Expenses and funding | p. 397 |
| Expenses for knowledge management | p. 397 |
| Expenses for knowledge management staff | p. 399 |
| Funding | p. 399 |
| Benefits of knowledge management initiatives | p. 399 |
| Intellectual capital approach | p. 400 |
| Measuring knowledge transformations | p. 401 |
| Information systems success | p. 402 |
| A multi-faceted construct | p. 403 |
| The DeLone/McLean model | p. 405 |
| Critique and extensions | p. 407 |
| Success of knowledge management systems | p. 410 |
| System quality | p. 413 |
| Knowledge quality | p. 414 |
| Knowledge-specific services | p. 416 |
| System use | p. 417 |
| User satisfaction | p. 419 |
| Impact on individuals | p. 421 |
| Impact on collectives of people | p. 423 |
| Impact on the organization | p. 426 |
| Résumé | p. 428 |
| Summary and Critical Reflection | p. 434 |
| State of Practice | p. 437 |
| Related Empirical Studies | p. 439 |
| Surveys | p. 439 |
| APQC | p. 439 |
| ILOI | p. 440 |
| Delphi-Group | p. 440 |
| Ernst & Young | p. 441 |
| Journal of Knowledge Management | p. 442 |
| Fraunhofer Institute Stuttgart | p. 443 |
| KPMG United Kingdom | p. 443 |
| Fraunhofer Berlin | p. 444 |
| Journal Personalwirtschaft | p. 445 |
| Fachhochschule Cologne | p. 445 |
| KPMG Germany | p. 446 |
| Case studies | p. 447 |
| Résumé | p. 448 |
| Research Design | p. 450 |
| Goals and research model | p. 450 |
| Methods, procedure and sample | p. 453 |
| Hypotheses | p. 455 |
| Respondents and response rate | p. 461 |
| Résumé | p. 465 |
| Strategy and Environment | p. 468 |
| Organizational and business environment | p. 468 |
| Size of organizations | p. 468 |
| Organizational structure | p. 470 |
| Résumé | p. 471 |
| Strategy | p. 471 |
| Targeted goals | p. 472 |
| Achieved goals | p. 475 |
| Documentation and evaluation | p. 477 |
| Résumé | p. 480 |
| Organization | p. 482 |
| Organizational design | p. 482 |
| Scope | p. 482 |
| Structural organization | p. 492 |
| Knowledge management tasks and roles | p. 498 |
| Résumé | p. 507 |
| Organizational culture | p. 511 |
| Willingness to share knowledge | p. 512 |
| Turnover in employees | p. 520 |
| Résumé | p. 522 |
| Systems | p. 524 |
| Platforms and systems | p. 524 |
| Groupware platforms | p. 525 |
| Knowledge management systems | p. 526 |
| Résumé | p. 530 |
| Contents | p. 532 |
| Types of contents | p. 532 |
| Size and media used | p. 540 |
| Structuring of contents | p. 544 |
| Résumé | p. 547 |
| Functions | p. 548 |
| Integrative functions | p. 550 |
| Interactive functions | p. 553 |
| Bridging functions | p. 555 |
| Extension and intensity of KMS use | p. 558 |
| Résumé | p. 562 |
| Economics | p. 564 |
| Funding | p. 564 |
| Expenses | p. 564 |
| Type of funding | p. 567 |
| Résumé | p. 568 |
| Benefits | p. 568 |
| Support of business goals | p. 568 |
| Success factors and barriers | p. 572 |
| Usage of KMS and services | p. 575 |
| Correlations with goals | p. 575 |
| Résumé | p. 579 |
| Summary and Critical Reflection | p. 581 |
| Conclusion and Outlook | p. 591 |
| Scenarios | p. 592 |
| Knowledge management starter | p. 599 |
| Centralized "market and hierarchy" | p. 603 |
| Decentralized "network and community" | p. 608 |
| Personal "idea and individual" | p. 613 |
| Outlook | p. 621 |
| List of Figures | p. 631 |
| List of Tables | p. 635 |
| Bibliography and On-line Resources | p. 639 |
| Literature | p. 639 |
| On-line Resources | p. 710 |
| Index | p. 713 |
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