km technologies and strategy

Linking Knowledge Management Technologies to Strategy

André Saito and Katsuhiro Umemoto

Japan Advanced Institute of Science and TechnologyGraduate School of Knowledge Science

Ver 4.0 – 2005.3.16

Congresso Anual de Tecnologia de Informação – CATI 2005June 29 - July 1, São Paulo, Brazil

Saito & Umemoto, 2005 2

IntroductionBrief survey of KM technologies

Agent technology

Artificial intelligence

Business intelligence

Case-based reasoning

Cognitive mapping tools

Collaboration support systems

Communication systems

Community management

Competence management

Computer based training

Content management

Customer relationship mgmt.

Data and knowledge discovery

Data mining

Data warehousing

Decision support systems

Document management

E-learning

Enterprise portals

Executive information systems

Expert networks

Expert systems

Expertise directories

Group support systems

Groupware

Information retrieval tools

Intellectual property mgmt.

Internet, intranet and extranets

Knowledge portals

Knowledge repositories

Knowledge taxonomies

Machine-based learning

Measurement and reporting

Meta-search systems

Mobile computing

Online analytical processing

Ontology and taxonomy

Personalization

Process modeling

Push technology

Search

Social network analysis

Videoconferencing

Visualization systems

Workflow management


IntroductionExisting classification schemes

Alavi & Tiwana, 2003Creation, Storage and retrieval, Transfer, Application

Jashapara, 2004Organizing, Capturing, Evaluating, Sharing, Storing and presenting

Becerra-Fernandez, Gonzalez & Sabherwal, 2004

Discovery, Capture, Sharing, application

Rao, 2005Creation, Codification, Retrieval, Application, Distribution, Validation, Tracking, Personalization, Full-spectrum

Luan & Serban, 2002Business intelligence, Knowledge base, Collaboration, Content and document management, Portals, Customer relationship management, Data mining, Workflow, Search, E-learning

Lindvall, Rus & Sinha, 2003Document and content management, Organizational taxonomy, Collaboration services, Data and knowledge discovery, Expert networks, Knowledge portals, Customer relationship management, Competence management, Intellectual property management, E-learning management systems

Tsui, 2003Search, Meta-web crawler, Process modeling and mind mapping, Case-based reasoning, Data and text mining, Taxonomy/ontological tools, Groupware, Measurement and reporting, E-learning

Binney, 2001Transactional, Analytical, Asset management, Process, Developmental, Innovation and creation, Pervasive


IntroductionGaps in previous schemes

The most popular approach is to relate technologies to knowledge processes

Clarifies support to KM, but lack comprehensiveness

Another common approach is to list commercially available KM applications

Practice-oriented, reasonably comprehensive, but link to KM not very clear

A managerial approach focuses on technology investment decision making

Links technology to strategy, but mixes technology with practices


Research design

Objectives Identify the relationship between KM technologies

and business strategy Map KM technologies according to this relationship

Methodology To link the strategy, the knowledge management,

and the technology domains via a conceptual map Identify key concepts in relevant literature Eliminate ambiguity in the use of terminology through

semantic commitments Map relationships between concepts


Data

Information

Knowledge

Wisdom

Analytical framework

ProductKnowledge

Objects

ProcessUnderstanding

Methods

PowerCapability

Motives

Surveyed KM literature

KM systems architecturesExisting classification schemes

Knowledge processesMethods for implementing KMHuman-oriented approach to KM

KM and strategy

EpistemeEpisteme


KM technologies and KM systems architecture

KM component technologies are integrated into KM applications’ layers

Access and Personalization

Knowledge services

Infrastructure and Integration

Discovery Publication Collaboration Learning

Data and knowledge sources

Source: Adapted from Maier, 2004.


KM technologies and Knowledge processes

Processes intertwine in many levels too complex

However, there seems to be some convergence

Nonaka &Takeuchi1995

Alavi & Leidner 2001

Jashapara 2004

Maier2004

CEN2004

Identification Identify

Externalization Creation CapturingAcquisitionCreation

Create

Combination Storage and retrievalOrganizing

Storing

OrganizationPublication

Search and retrievalDeletion and archiving

Store

Socialization Transfer SharingDistribution

CollaborationShare

Internalization Application EvaluatingApplicationEvolution

SellingUse

Correlation among different terms describing knowledge processes


KM technologies and KM implementation

There is confusion between two related, but different concepts: KM technologies vs. KM practices

KM technologies KM practices Knowledge processes

Knowledge technologies

KM mechanisms

KM techniquesKM processes

Knowledge tasks

Knowledge activities

KM tools

KM instruments

KM applications

KM solutions

KM tools

KM instruments

KM applications

KM solutions

KM systems KM activities KM activities

Equivalent terms used in the literature


KM approaches and practices

Personalization Team work Workshops Education and training Communities of practice Human resources mgmt. Compensation systems Mentoring New functions and roles Narratives and storytelling After action reviews Reconfiguration of spaces Etc.

Codification Knowledge repositories Best practices Lessons learned Expertise directory Knowledge mapping Knowledge discovery Process improvement Benchmarking Competitive intelligence Balanced scorecard Knowledge audit Etc.


Linking KM technologies to KM

It is more convenient to relate KM technologies to KM initiatives than to knowledge processes


KM technologies and KM strategies

The term KM strategy is used to refer to several different concepts

KM approaches KM strategy Knowledge strategy

KM strategies KM strategy KM strategy

KM methodology

KM frameworkStrategic KM

Zack (2002): Knowledge strategy defines which knowledge should be pursued and how KM strategy determines how a knowledge strategy is implemented

Equivalent terms used in the literature


Knowledge strategies

Zack (1999) proposes that knowledge gaps exist in comparison to competitors, and are handled through either knowledge creation or reuse

von Krogh, Nonaka & Aben (2001) suggest that creationor reuse happen in existing or new knowledge domains

Inn

ovati

ve

know

led

ge

Ad

van

ced

know

led

ge

Core

know

led

ge

Innovativeknowledge

Advancedknowledge

Coreknowledge

Innovator

Leader

Viablecompetitor

Laggard

At riskYou

r org

aniz

ati

on

Competitors

Knowledge domain

Probingstrategy

Expandingstrategy

Appropriatingstrategy

Leveragingstrategy

Know

ledge p

roce

ss

New Existing

Cre

ate

Reu

se

Source: Zack,1999.

Source: Adapted from von Krogh, 2001


Knowledge and KM strategy

KM is linked to business strategy through knowledge strategies, which should guide KM strategies


Linking KM technologies to strategy

KM technologies are linked to strategy through KM initiatives

KM initiatives:•Address knowledge gaps/surpluses in knowledge domains

•Adopts a KM approach through adequate choice of KM practices

•Create or reuse knowledge through a combination of personalization and codification approaches


Mapping KM technologies

We have distinguished KM technologies between component technologies and KM applications

According to the domain they come from, component technologies are classified between infrastructure and knowledge technologies

According to the domain they are applied to, KM applications are classified between KM systems and business applications


Mapping KM technologiesCategories of KM technologies


Mapping KM technologies

We argue that KM technologies support strategy mainly through KM initiatives

The primary kind of support to KM initiatives can be used to classify KM systems

Either the creation or the reuse of knowledge Either via a personalization or a codification approach

KM component technologies can also be classified this way, although many of them can support KM initiatives in multiple ways


Mapping KM technologiesCategories of KM systems

Document management

Content management

Process management

Enterprise portals

Learning management

Competence management

Decision support

Search and retrieval

Discovery and datamining

Group support

Project management

Community support

Cre

ati

on

Reu

se

Personalization Codification


Mapping KM technologiesKM component technologies

ConnectivityStorage

Databases, Repositories, Data warehouses

AuthoringOffice suites, Graphics, Multimedia

Search and retrievalSearch engines, Glossaries, Taxonomies

WorkflowProcess modeling, Process engines

Expert systemsRule-based systems, Case-based reasoning

OntologiesOntology development, ontology acquisition

ConnectivityInternet, Wireless, Mobility, Peer-to-peer technology

CommunicationPublishing and distribution

Intranets, extranets, portals, Personalization, Syndication, Audio/Video streaming

E-learningInteractive multimedia, Simulations, Web seminars, Learning objects

Group collaborationCommunity

StorageSearch and retrievalAnalytics

Query, Reporting, Multi-dimensional analysis

DataminingStatistical techniques, Neural networks

Text miningNatural language processing, Semantic analysis

Web miningCollaborative profiling, Intelligent agents

Visualization2D and 3D navigation, geographic mapping

ConnectivityCommunication

E-mail, Mailing lists, Discussion groups, Chat, Instant messaging, Audio/Video conferencing

AuthoringGroup collaboration

File sharing, Calendaring, Meeting support, Application sharing, Group decision support

CommunityCommunity management, Blogs, Wikis, Social network analysis

CreativityIdea generation, Cognitive mapping

Workflow

Creation

Reuse

Personalization Codification


Conclusion

We argue that the best way to relate KM technologies to strategy is through KM initiatives, that address knowledge gaps in particular knowledge domains

We suggest a categorization of KM technologies according to their primary kind of support to KM initiatives:

either creation or reuse of knowledge either a personalization or a codification approach