Table of Contents 1 WHAT IS KNOWLEDGE MANAGEMENT?.................................................................................... 3 1.1 What is knowledge management?......................................................................................................... 3 1.2 What is knowledge?............................................................................................................................... 3 1.3 Why do we need knowledge management?.......................................................................................... 3 1.4 What does knowledge management involve?........................................................................................ 4 1.5 Some “textbook” definitions of knowledge management....................................................................... 5
2 PRINCIPLES AND PROCESSES OF KNOWLEDGE MANAGEMENT..........................................6 2.1 Right knowledge, right place, right time................................................................................................. 2.2 Types of knowledge: explicit and tacit................................................................................................... 2.3 Types of knowledge: old and new.......................................................................................................... 2.4 Ways with knowledge: collecting and connecting.................................................................................. 2.5 Ways with knowledge: people, processes and technology....................................................................
6 6 6 7 8
3 GENERAL CONCEPTS.................................................................................................................. 9 3.1 A brief history of knowledge management............................................................................................. 9 3.2 The “knowledge economy”................................................................................................................... 10 3.3 Knowledge management in the public sector...................................................................................... 10
4 GETTING STARTED.....................................................................................................................12 4.2 KM toolbox – inventory of tools and techniques................................................................................... 14 4.3 After Action Reviews............................................................................................................................ 15 4.4 Communities of Practice...................................................................................................................... 18 4.5 Conducting a knowledge audit............................................................................................................. 22 4.6 Developing a knowledge management strategy.................................................................................. 25 4.7 Exit interviews...................................................................................................................................... 29 4.8 Identifying and sharing best practices.................................................................................................. 31 4.9 Knowledge centres.............................................................................................................................. 34 4.10 Knowledge harvesting........................................................................................................................ 36 4.11 Peer assists....................................................................................................................................... 39 4.12 Social Network Analysis..................................................................................................................... 42 4.13 Storytelling......................................................................................................................................... 44 4.14 White Pages...................................................................................................................................... 48
5 DEVELOPING THE KM ENVIRONMENT.....................................................................................51 5.1 People.................................................................................................................................................. 51 5.2 KM Processes...................................................................................................................................... 57 5.3 KM Technology.................................................................................................................................... 59
6 MEASURING THE EFFECTS OF KNOWLEDGE MANAGEMENT..............................................64 6.1 Why measure?..................................................................................................................................... 64 6.2 What to measure? Common measurement approaches...................................................................... 64 6.3 How to measure? ................................................................................................................................ 66
7 KNOWLEDGE MANAGEMENT GLOSSARY OF TERMS............................................................68