Knowledge Management in Practice by Rhem, Anthony J. -- Read -- Imperial Library of Trantor

Index

Cover Half Title Title Page Copyright Page Dedication Table of Contents Foreword Preface Acknowledgments Author 1 Introduction

Overview

Outline of the Book

Structure of Each Chapter

2 The Case for Implementing Knowledge Management

KM Business Case Structure KM Solution Analysis

Needs Analysis

KM Solution Implementation Approach Software Methodologies

Iterative Software Development Methodology Agile/Scrum OpenUP Methodology Knowledge Acquisition Unified Framework

Risk Assessment Value Analysis ROI for KM KM Metrics and Key Performance Indicators Information Currency User Feedback Distributed Authoring Transaction Costs Strategic Look at the KM Business Case Key Learnings Tips and Techniques

3 Being Social: Knowledge Management and Social Media

Participatory Communication Cycle

KM and the Participatory Communication Cycle

Social Media, KM, and the Enterprise Social Media Policies, Procedures, and Guidelines Social Media Strategy Sample Social Media Strategy—Roles and Responsibilities Develop a Content Strategy

Key Learnings Tips and Techniques

4 Dude, “Where’s My Car?”: Utilizing Search in Knowledge Management

Information Architecture

Content Model

Steps Involved in Constructing the Content Model

Taxonomy Metadata

Metadata Fields Metadata Attributes Metadata Schema

The Role of the Information Architect

Search Intent Tools

Wordmap Taxonomy Management Software Data Harmony: Expert Knowledge Management with Powerful Semantic Tools and Intelligent Design

Key Learnings Tips and Techniques

5 The Age of Discovery: Knowledge Management in Research Institutions

Five Challenges Faced When Implementing KM in Research Institutions ….

The Case for Implementing a KM Strategy Developing Your KM Strategy

Components of a Research Organization’s KM Strategy

Knowledge Sharing Techniques

After Action Reviews Working in Collaborative Settings

Innovation Techniques

Creating Diversified Teams The Medici Effect Conducting the Knowledge Café Creating Root Cause Analysis Sessions Creating Opportunities for Brainstorming

Methods/Tools for Capturing, Cataloging, Reusing, and Locating Research Knowledge/Expertise

Location of Knowledge Domains Construction of the Representation of the Knowledge Capital by a Knowledge Map Knowledge Portal/Repository/Knowledge Base

Key Learnings Tips and Techniques

6 “Where Have All My Experts Gone?”: Knowledge Management in Human Resources and Talent Management

Role-Based Knowledge Role Knowledge Base Knowledge Map to Identify Experts Human Capital Management Talent Management

KM Influence on Talent Management High-Impact Talent Management Framework

Key Learnings Tips and Techniques

7 “Sound the Alarm!”: Knowledge Management in Emergency and Disaster Preparedness

Introduction First-Responder KM Strategy Knowledge Shared, Captured, and Reused

Quick and Decisive Decision Making Acquiring EMS Knowledge Knowledge Recognition, Needs Assessment and Allocation Feedback, and Evaluation Expertise Coordination Practices Command and Control Structure Learning and Knowledge Transfer

Types of KM Strategies

Codification (Technological) KM Strategy Personalization KM Strategy Socialization KM Strategy

Factors Influencing the Selection of a KM Strategy Aligning the KM Strategy with the Business Strategy Firefighter First-Responder KM Strategy Knowledge Transfer Planning Knowledge Audit Action Plan—After Action Reviews Additional KM Strategy Template Elements Conclusion Key Learnings Tips and Techniques

8 Happily Ever After: Knowledge Management in Mergers and Acquisitions

M&A: The Basics Acquisitions Distinction between M&A Determining Synergies The People Side of the M&A

Employees Boards Customers and Other Stakeholders Operations

Communication Productivity Leveraging KM in Company Valuation Knowledge and Economic Value Knowledge and Organizational Culture Contextual Intelligence Knowledge Mapping Knowledge Profile Why M&A Can Fail? Key Learnings Tips and Techniques

9 “Is There a Doctor in the House?”: Knowledge Management in Healthcare

Healthcare Delivery Process KM Model for Healthcare

Patient-Centered Approach

Applying KM to Healthcare Constructing Healthcare Knowledge

WebMD Yahoo Health MedicineNet.com

Patient-Centered Healthcare Knowledge Constructs KM and Healthcare Informatics Knowledge Tools and Techniques for Healthcare

Expert Systems Data Mining

Data Mining Tools and Techniques—Dashboards

Text Mining Business Intelligence and Analytics Communities of Practice Social Networks

Top Five Trends in KM for Healthcare 2016 and Beyond Key Learnings Tips and Techniques

10 “Show Me the Money!”: Knowledge Management for Financial Services .

Empowering Employees to Satisfy Customers KM Leveraged by Brokerage Companies

Brokerage Institution KM Model

KM Leveraged by Banking Institutions

Banking Institution KM Model Increased Sales through Customer Satisfaction

Arguments for Knowledge Management

Technology

Banking KM Framework

Knowledge-Intensive Processes Scarce Talent Cost-Cutting Environments Virtual Communities

Benefits of Virtual Communities

Tool Selection Cultural Dimension

Key Learnings Tips and Techniques

11 “Are You in Good Hands?”: Knowledge Management in Insurance ..

Insurance Business Challenges Focusing on Customers Managing the Business Effectively Insurance Call Center Benefits of KM to Call Centers Applying KM to Call Centers Structure Your Knowledge Ensure Knowledge Is Accurate and Up-to-Date Knowledge Repository Integrate Customer Relationship Management and KM Systems Integrate Help Desk and KM Systems Integrate Interactive Voice Response and KM Systems Customer-Facing Resources Insurance KM Model Underwriting Claims Developing Your Knowledge Workers Talent Management Role of Technology Insurance Knowledge Management Systems Framework Underwriting KM Systems Claims KM Systems Sales and Marketing CRM System Collaboration E-Learning Content Management/IA Key Learnings Tips and Techniques

12 “Sign Right Here!”: Knowledge Management in the Legal Profession

KM Drivers for Legal Professionals and Firms Talent Management in Law Firms

Lawyer/Legal Staff Training Legal Secretaries/Legal Assistants/Paralegals Legal Technology Specialist

Expertise Locators Legal Project Management

KM in LPM

Legal Research

WestLawNext LexisNexis VersusLaw

Precedent/Case Law Knowledge Legal KM and Client Support Competitive Intelligence KM Architecture in Law Firms

Information Architecture

Creating/Modifying Taxonomy Creating/Modifying/Managing Metadata

Governance of Law Firm Knowledge

Benefits of Governance Policies and Standards Governing Information Architecture Enforcing Metadata Quality Archiving—Record Retention Governance Governing Content Governing KM Effectiveness

Search—Tuning and Optimization Key Learnings Tips and Techniques

13 “A Mind Is a Terrible Thing to Waste!”: Knowledge Management Education

Roles and Responsibilities of Knowledge Professionals

Core KM Competencies

The KM Competency Model

KM Curriculum Development and Delivery

Teaching Philosophy/Methodology

Objectives of Bloom’s Taxonomy of Learning

Bloom’s Six Cognitive Taxonomy Categories

KM Education Programs KM at Institutions of Higher Education

Knowledge Systems Institute George Mason University The George Washington University Kent State University Notre Dame of Maryland University Columbia University Drexel University The Hong Kong Polytechnic University

KM Certification Programs

Knowledge Management Institute RightAnswers Association for Talent Development

Key Learnings Tips and Techniques

14 “Big Knowledge!”: Knowledge Management and Big Data

Data, Information, and Knowledge

User-Generated Data Public Data Competitor Data Partner Data

Applying KM to Big Data Social Network Analysis

Degree Centrality Betweenness Centrality Closeness Centrality

Network Centralization Network Reach Network Integration Boundary Spanners Peripheral Players SNA Graph/Knowledge Map Social Media Networks

Big Data Sources and KM

Knowledge Classifications Information Architecture and Big Data

Key Learnings Tips and Techniques

15 “What Have You Done for the War Fighter Today?”: Knowledge Management in the Military

Continuing KM Challenge of BRAC Department of Defense Knowledge Management Structure KM Principles KM Strategies in the US Army Army KM Principles Army Knowledge Online Current Army KM Direction KM Strategies in the US Air Force Air Force KM Goals and Objectives Air Force Knowledge Now KM Strategies in the US Navy Navy Knowledge Online KM and BRAC Summary of Contributing Factors Addressing the BRAC Problem Missed KM Opportunity of BRAC Key Learnings Tips and Techniques

16 Drinking the Knowledge Management Kool-Aid: Knowledge Management Adoption

Communication Channels Adoption Activities

Key Adoption Challenges Communications and the Adoption Approach

The Communications Plan

Town Halls and Communication Messaging

Town Hall Content

Goals of a KM Town Hall Session Are as Follows

Communication Messaging

Sample Messaging

Adoption and the KM Implementation Strategy Adopting KM Systems Implementing Information Architecture TTF Model

Applying the TTF Model

Organizational Culture Key Learnings Tips and Techniques

17 Failure Is Not an Option: Why Do Knowledge Management Programs and Projects Fail?

Lack of Executive Leadership/Sponsorship Inadequate Budgeting and Cost Expectations Need for Organizational Participation Inadequate Processes and Technology Lack of Knowledge and Resources Need for Education and Understanding of KM KM and the Corporate Culture Creating an Environment for Knowledge Exchange Poorly Measuring the Impact of KM Lack of Monitoring and Controls Key Learnings Tips and Techniques

18 Summary

Social Media Education Programs Emergency and Disaster Preparedness Customer Service M&A Transactions Big Data The Future of KM Technology Services Industry Association Research State of KM Survey Global View of KM Future Edition of Knowledge Management in Practice KM Impact on Customer Service More on KM and Big Data Internal KM KM in Politics KM and CRM Personal KM and Wearable Technology Closing Statement

Appendix A Appendix B References Index

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