A Strategy-Based Ontology of Knowledge Management Technologies

André Saito, Katsuhiro Umemoto and Mitsuru IkedaJapan Advanced Institute of Science and Technology

Graduate School of Knowledge Science

Journal of Knowledge ManagementVol. 11, No. 1 (2007)

Ver 1.1 – 2006.01.17

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Background

Knowledge management (KM) is still emerging The word knowledge has many different meanings Contributions come from many disciplines

The role of technology in KM needs further explanation

Technology itself is complex and fast-paced Existing accounts present limitations

A link between KM technologies and strategyis missing

KM itself suffers from lack of strategic alignment Strategic alignment of IT is a well known issue

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Objectives and Methodology

Objectives To describe the relations among technology, KM, and

strategy To categorize available KM technologies according to

those relations.

Methodology An ontology development method was used to identify

and formally define concepts and their relationships Two sub-domains were mapped: KM technologies

and KM strategy

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Findings on KM strategy

Three meanings associated to the term:

An approach to KMExpress a particular perspective on knowledge and how it can be managed

A knowledge strategyIdentify and prioritize knowledge to be managed, based on its contribution to business strategy

A KM implementation strategyDescribes steps and conditions for the successful implementation of KM initiatives

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KM strategy as… Approach to KM

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KM strategy as… Knowledge strategy

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KM strategy as… KM implementation strategy

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KM strategy conceptual map

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Findings on KM technologies

Common sources of misunderstanding: Technologies are usually associated with

knowledge processes, which are numerous and highly context-dependent

Technologies are usually integrated into systems, in many different levels

Component technologies ≠ KM systems

KM systems can be either generic or domain-specific applications

Generic KM applications ≠ Business applications

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An ontology of KM technologies

Three basic categories:

Component technologies (integrated into other systems) KM applications (for general knowledge processes) Business applications with KM functionality (for specific

business processes)

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KM component technologies

Storage. Databases, repositories, file-servers, data warehouses, data marts, etc.

Connectivity. Internet, security, wireless, mobility, authentication, P2P, etc.

Communication. E-mail, mailing lists, discussion groups, chat, instant messaging, audio/video conferencing, VoIP, etc.

Authoring. Office suites, desktop publishing, graphic suites, multimedia, imaging, etc.

Distribution. Web, intranets, extranets, enterprise portals, personalization, syndication, audio/video streaming, etc.

Search. Search engines, search agents, indexing, glossaries, thesauri, taxonomies, ontologies, collaborative filtering, etc.

Analytics. Query, reporting, multi-dimensional analysis (OLAP), etc.

Workflow. Process modeling, process engines, etc.

E-learning. Interactive multimedia (CBT), web seminars, simulations, etc.

Collaboration. Calendaring, file sharing, meeting support, application sharing, group decision support, etc.

Community. Community management, web logs, wikis, social network analysis, etc.

Creativity. Cognitive mapping, idea generation, etc.

Data mining. Statistical techniques, multi-dimensional analysis, neural networks, etc.

Text mining. Semantic analysis, Bayesian inference, natural language processing, etc.

Web mining. Collaborative profiling, intelligent agents, etc.

Visualization. 2D and 3D navigation, geographic mapping, etc.

Organization. Ontology development, ontology acquisition, taxonomies, glossaries, thesauri, etc.

Reasoning. Rule-based expert systems, case-based reasoning, knowledge-bases, machine learning, fuzzy logic, etc.

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KM applications

Document managementAutomate the control of electronic documents through their entire life-cycle.

Content managementManage the whole Web publishing process.

Process managementAutomate the flow of tasks and information across business processes.

Group supportSupport work and collaboration of groups and teams.

Project managementSupport the management of project activities and resources.

Community supportCoordinate interaction in large groups.

Decision supportIntegrate a series of tools for decision making.

Discovery and data miningSupport the identification of patterns and in large amounts of data.

Search and organizationFacilitate access to and organize unstructured content.

Enterprise portalsIntegrate access to a range of information at a single point of entry.

Learning managementSupport the delivery of online courses in a variety of formats.

Expertise managementBrokers expertise in large communities.

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Business apps with KM funcionality

Sales Force Automation

Contact Center

Field Service

Self-Service

E-Commerce

Campaign Management

Rep

rese

ntat

ive

Cus

tom

er

Bac

koffi

ce s

yste

ms

Operational CRM Analytical CRM

Data warehousing

Analytical applications

SegmentationProfiling

PersonalizationProfitability analysis

Needs analysisSales analysis

Campaign analysisEtc.

Solutions database

Solutions database

Customer profiling

Customer profiling

Information on demand

Information on demand

Focus groups

Focus groups

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Linking KM technologies to strategy

A KM program is strategic if it includes: A knowledge strategy that defines knowledge intents KM initiatives that support those knowledge intents

KM initiatives are inherently associated with particular approaches to KM

Knowledge transferthrough

codification

Knowledge transferthrough

personalization

Knowledge creationthrough

codification

Knowledge creationthrough

personalization

Cre

atio

nT

ran

sfer

Personalization Codification

Four generic modes of KM support for strategy

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KM component technologies

RepositoryConnectivity

StorageAuthoring

SearchWorkflow

OrganizationReasoning

DisseminationConnectivity

CommunicationAuthoring DistributionE-learning

CollaborationCommunity

DiscoveryStorageSearch

AnalyticsData miningText miningWeb miningVisualization

CollaborationConnectivity

CommunicationAuthoring

CollaborationCommunityCreativityWorkflow

Creation

TransferPersonalization Codification

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Repository

Document management

Content management

Process management

Dissemination

Enterprise portals

Learning management

Expertise management

Discovery

Decision support

Discovery & data mining

Search & organization

Collaboration

Group support

Project management

Community supportCreation

TransferPersonalization Codification

KM applications

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An ontology of KM technologies

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Conclusions

A wide range of technologies can support KM Three basic categories: component technologies,

KM apps and business apps with KM functionality KM applications summarize KM functionality

KM technologies are linked to strategy through KM initiatives that support specific knowledge intents

There are four generic modes of technological support for strategy in KM

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Some implications

For research KM technologies can be better analyzed in the

context of KM initiatives instead of knowledge processes

There seems to be exemplary KM initiatives that connect specific knowledge intents to typical approaches to KM and KM technologies

For practice Guidance in the design of particular KM strategies Guidance in the selection of adequate

KM technologies for particular KM initiatives