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Knowledge Management Tools and Techniques - Madanmohan Rao

Knowledge Management Tools and Techniques

Paperback Published: 23rd September 2004
ISBN: 9780750678186
Number Of Pages: 438

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Knowledge management (KM) - or the practice of using information and collaboration technologies and processes to capture organizational learning and thereby improve business performance - is becoming one of the key disciplines in management, especially in large companies. Many books, magazines, conferences, vendors, consultancies, Web sites, online communities and email lists have been formed around this concept.
This practical book focuses on the vast offerings of KM solutions-technology, content, and services. The focus is not on technology details, but on how KM and IT practitioners actually use KM tools and techniques. Over twenty case studies describe the real story of choosing and implementing various KM tools and techniques, and experts analyse the trends in the evolution of these technologies and tools, along with opportunities and challenges facing companies harnessing them. Lessons from successes and failures are drawn, along with roadmaps for companies beginning or expanding their KM practice.
The introductory chapter presents a taxonomy of KM tools, identifies IT implications of KM practices, highlights lessons learned, and provides tips and recommendations for companies using these tools. Relevant literature on KM practices and key findings of market research groups and industry consortia such as IDC, Gartner and APQC, are presented.
The majority of the book is devoted to case studies, featuring clients and vendors along the entire spectrum of solutions: hardware (e.g. handheld/wearable devices), software (e.g. analytics, collaboration, document management) and content (e.g. newsfeeds, market research).
Each chapter is structured along the "8Cs" framework developed by the author: connectivity, content, community, commerce, community, capacity, culture, cooperation and capital. In other words, each chapter addresses how appropriate KM tools and technologies help a company on specific fronts such as fostering adequate employee access to knowledge bodies, user-friendly work-oriented content, communities of practice, a culture of knowledge, learning capacity, a spirit of cooperation, commercial and other incentives, and carefully measured capital investments and returns. Vendor history, product/service offerings, implementation details, client testimonials, ROI reports, and future trends are highlighted.
Experts in the field then provide third-party analysis on trends in KM tools and technique areas, and recommendations for KM practitioners.
* The only book in which practitioners evaluate various KM solutions
* Case studies describe how real companies use KM tools and technologies
* Provides clear lessons from real successes and failures

Industry Reviews

"Compelling reading for implementers of knowledge management projects: a clear guide to what works and what doesn't." "An up-to-date global review of tools, strategies, and ideas that reveal how KM tools really work. A big step past the promises of past, this book shows the way towards repeatable successes." "The opening overview provides helpful frameworks that are effectively illustrated in the 37 cases studies and 5 vendor experiences. A rich resource for inspiration." Insights on how to get started, how to scale up, and how to keep improving. Authoritative, detailed, invaluable, descriptions for practitioners." -- 4 above from Ben Shneiderman, University of Maryland "Dr Rao has brought together a practical, contemporary, and comprehensive view of the realities of applying knowledge management tools. The rich array of leading-edge practice he exposes will prove valuable to all knowledge practitioners." -- Ross Dawson, CEO, Advanced Human Technologies, and author, Developing Knowledge-Based Client Relationships "Sooner or later, everyone who is involved in a knowledge initiative has to come to grips with the kind of technologies and infrastructure needed to support the nurturing, capturing, leveraging and flow of knowledge and know-how throughout the enterprise network. This experience-based book lets practitioners get ready access not only to a wide range of approaches and "tools of the trade", but also to the thinking behind the selections and what the real differences were in actual outcomes. Nice work!!" -- Jay Chatzkel, Principal, Progressive Practices; Author of Knowledge Capital: How Knowledge-Based Enterprises Really Get Built and Intellectual Capital "One of the great things about this book is that it demonstrates that knowledge management is more than information technology. It is about people sharing what they know; modern technology simply provides exciting new opportunities for making that happen. Using case studies of leading edge companies that have implemented KM, vendors that sell KM products, and experts that provide KM advice, Rao has covered the bases for anyone interested in this important topic." "This book is a smorgasbord of perspectives on knowledge management. You are bound to find many good things to take in: numerous case studies of KM practices in both private and public sector organizations, commentaries from experts in the field, and descriptions of technologies that populate the KM landscape. Rao has done an outstanding job of bringing together in one place state-of-the-art practices and tools in knowledge management." -- both of the abovr from Mark L. Lengnick-Hall, author of Human Resource Management in the Knowledge Economy (Berrett-Koehler) "KM Tools and Techniques offers a rich array of stories and vignettes of how companies are deploying new technologies, supporting social innovation and devising new measurement systems as a foundation for business success in the knowledge economy. There is something here for KM practitioners at every level: Madan Rao's bird's eye overview of the KM landscape; detailed company case studies direct from practitioners; and concise explorations of specific tools, methods and issues by leading innovators and technology vendors. A great resource!" -- Verna Allee, author The Knowledge Evolution and The Future of Knowledge

Prefacep. x
Overview: The Social Life of KM Toolsp. 1
Knowledge Management at Accenturep. 77
Building a Knowledge-sharing Network: Plan, Design, Execute...Reap?p. 82
Power to the People: Supporting Collaborative Behaviors for KM with Online Conferencing Technologyp. 95
A Work in Progress: The Phoenix K-Ecosystem at Cable & Wirelessp. 109
Schemes and Tools for Social Capital Measurement as a Proxy for Intellectual Capital Measuresp. 123
Knowledge Management in Practice: Making Technology Work at DaimlerChryslerp. 137
Ready for Take-off: Knowledge Management Infrastructure at easyJetp. 147
Building and Sustaining Communities of Practice at Ericsson Research Canadap. 155
Success at Ernst & Young's Center for Business Knowledge: Online Collaboration Tools, Knowledge Managers, and a Cooperative Culturep. 166
Knowledge Management Processes and Tools at Ford Motor Companyp. 175
The Knowledge Assessment Program for Visualizing the Knowledge Dynamics of Organizationsp. 185
Hewlett-Packard: Making Sense of Knowledge Managementp. 197
Knowledge Networking on a National Scale: A New Zealand Case Studyp. 206
Technology Applications of Communities of Practice: The Nursing Leadership Academy on Palliative and End-of-life Carep. 214
KPMG: Leveraging KM Tools for Practice Areas and Clientsp. 222
Inter-organizational KM: The Experiences of Australia's National Office of the Information Economyp. 227
Knowledge Strategy in Small Organizations: The Office of Small Business, Australiap. 235
A Day in the Life of a Rolls-Royce Knowledge Managerp. 246
Creativity, the Knowledge Connectorp. 255
KM Tools in Human Resource Systems at the World Bank: Promoting Empowerment and Knowledge Sharingp. 270
"A Fool with a Tool Is Still a Fool..."p. 283
Collaboration Software: Evolution and Revolutionp. 293
Competitive Intelligence and Knowledge Management: Complementary Partners, Reinforcing Toolsp. 302
Evolution of Knowledge Portalsp. 311
From e-Learning to e-Knowledgep. 320
Social Network Analysis in the KM Toolkitp. 329
Self-organization: Taking a Personal Approach to KMp. 347
Tools for Tapping Expertise in Large Organizationsp. 365
Integrated KM Solutions: The Experience of Entopiap. 378
Effective Knowledge Management for Professional Servicesp. 384
Leveraging Content in Enterprise Knowledge Processesp. 393
Structured Knowledge: The Key to Optimal Contact Center Efficiencyp. 405
About the Contributorsp. 411
About the Editorp. 417
Indexp. 419
Table of Contents provided by Ingram. All Rights Reserved.

ISBN: 9780750678186
ISBN-10: 0750678186
Audience: Professional
Format: Paperback
Language: English
Number Of Pages: 438
Published: 23rd September 2004
Country of Publication: GB
Dimensions (cm): 22.23 x 14.61  x 2.54
Weight (kg): 0.73
Edition Number: 1