The Sense and The Sense and Nonsense of Nonsense of Knowledge Knowledge

ManagementManagement

Dr Grace ChengDr Grace ChengHKLA SeminarHKLA Seminar

20 October 200420 October 2004

HighlightsHighlights

1.1. Why do we need to manage Why do we need to manage knowledge?knowledge?

2.2. The meaning of knowledge to The meaning of knowledge to individual and organizationindividual and organization

3.3. KM strategiesKM strategies

4.4. Role of information Role of information professionalsprofessionals

Why do we need Why do we need to manage knowledge?to manage knowledge?

Shorter knowledge cycleShorter knowledge cycle

““Half of what you are taught as Half of what you are taught as medical students will in 10 years medical students will in 10 years have been shown to be wrong. have been shown to be wrong. And And the trouble is none of your the trouble is none of your teachers know which halfteachers know which half.”.”

……Dean of Harvard Med SchoolDean of Harvard Med School

“To keep up-to-date, you must read 6,000 articles a day, 365 days a year! …”

Need for LearningNeed for Learning

““The illiterate of the 21st century will The illiterate of the 21st century will not be those who cannot read and not be those who cannot read and write, but those who cannot write, but those who cannot learn, learn, unlearn, and relearnunlearn, and relearn””

… … Alvin TofflerAlvin Toffler

Knowledge Management Knowledge Management Concepts & PracticesConcepts & Practices

Web of Science – titles with ‘knowledge Web of Science – titles with ‘knowledge management’management’

0

20

40

60

80

100

120

140

160

180

20019

86

1987

1988

1989

1990

1991

1992

1993

1994

1995

1996

1997

1998

1999

2000

2001

2002

2003

2004

No. of Items

* To Sept 2004. Sources: 96-02, Wilson TD (2002); 03-04: Cheng G (2004)

*

Knowledge Management –An oxymoron??

New paradigms of New paradigms of management /management /

DruckerDruckerOld:Old:““There is-or there must be-one right organization.”There is-or there must be-one right organization.”

New:New:““There is the organization that fits the task.”There is the organization that fits the task.”

Old:Old:““There is one right way to manage people.”There is one right way to manage people.”

New:New:““One does not “manage” people. The task is to lead One does not “manage” people. The task is to lead

people. And the goal is to make productive the people. And the goal is to make productive the specific strengths and knowledge of each specific strengths and knowledge of each individual.”individual.”

Knowledge Knowledge

• It is “a fluid mix of framed experience, It is “a fluid mix of framed experience, values, contextual information, and expert values, contextual information, and expert insight that provides a framework for insight that provides a framework for evaluating and incorporating new evaluating and incorporating new experiences and information”.experiences and information”.

• In organisations, “Knowledge often becomes In organisations, “Knowledge often becomes embedded not only in documents and embedded not only in documents and repositories but also in organisational repositories but also in organisational routines, processes, practices and norms.” routines, processes, practices and norms.”

Davenport & Prusak. Working Knowledge 1998, p. 5 Davenport & Prusak. Working Knowledge 1998, p. 5

DATA

INFORMATION

KNOWLEDGE

Contextualized Categorized Calculated Corrected Condensed

Comparison Consequences Connections Conversation(situation) (decision) (other knowledge) (opinion/exchange)

Adapted from Davenport, T.H. & Prusak, L. Working knowledge, Boston, Mass. : Harvard Business School Press, 1998. Chap. 1 .

The Attributes of The Attributes of knowledgeknowledge ““Knowledge is to be Knowledge is to be acquiredacquired by by

a corresponding a corresponding experienceexperience” ” (Henry David Thoreau, 1949)(Henry David Thoreau, 1949) Knowledge is Knowledge is dynamicdynamic because because

it is constantly changing through it is constantly changing through experience and learningexperience and learning

Characteristics of Characteristics of tacit & explicit knowledgetacit & explicit knowledge

• SubconsciousSubconscious• PerceivedPerceived• UnawareUnaware

• Difficult to articulate or Difficult to articulate or unspokenunspoken

• Experience basedExperience based• Transferred through Transferred through

conversationconversation• Embedded in stories and Embedded in stories and

narrativesnarratives• Escapes observationEscapes observation

• Held within selfHeld within self• PersonalPersonal

• Insights and Insights and understandingsunderstandings

• JudgmentsJudgments• AssumptionsAssumptions

Adapted from Polyanyi (1962, 1983) & Baumard Adapted from Polyanyi (1962, 1983) & Baumard (2001)(2001)

• Formally articulatedFormally articulated• ElucidatedElucidated• AwareAware• FixedFixed

• CodifiedCodified• Documented (written, taped, Documented (written, taped,

recorded, digitized, etc.)recorded, digitized, etc.)• Stored in repositories Stored in repositories

(databases, files, etc.)(databases, files, etc.)• Can be viewed or heardCan be viewed or heard• Shared with othersShared with others• OrganizationalOrganizational• Pushed or pulledPushed or pulled• Reports, lessons learnedReports, lessons learned

““How can something How can something dynamic and tacit be managed?dynamic and tacit be managed?

Tacit knowledgeTacit knowledge

•Potentially Potentially expressible - expressible - competent level of competent level of expertise; heuristics expertise; heuristics (rule of thumb).(rule of thumb).

•Not expressible.Not expressible.

Routine Non-routine

SenseMaking

Structured Industrial production

HealthCare

Art

InformationProcessing

From Industrial to Knowledge Economy

Unstructured

Nursing

Blood transfusion

KM Strategies

Approach/Level

IT approach People approach

OrganizationLevel

Codification, K harvesting

Teams,Networks, COP

IndividualLevel

AIExpert systems

(match object toPeople)

Develop/exploit Individualexpertise

The IT Approach to KM –Turn Data into Information

Search ModesSearch Modes

5667

87

0102030405060708090

100

Source : Institute of Clinical Research (announced in listserv, Oct 04)

Yahoo2%

Others11%

Google87%

Search Engines Search Engines UsedUsed

% users

OnlineJournals

Databases SearchEngines

Comment from a user to Comment from a user to Evidence-based Libraries Listserv, Evidence-based Libraries Listserv,

Oct 2004Oct 2004

Prefer Google to MedlinePrefer Google to Medline

““Surely it's about getting the right information, at the right Surely it's about getting the right information, at the right time, in the right format?time, in the right format?

I can't help I can't help feeling feeling that some librarians fear facing up to that some librarians fear facing up to the fact that google often meets this criteria and does the fact that google often meets this criteria and does an excellent job. an excellent job. 

Additionally, I think there may be some Additionally, I think there may be some database database snobberysnobbery going on: the more complex and ring-fenced going on: the more complex and ring-fenced by by librarianslibrarians the better!  the better! 

If google can lead me to If google can lead me to easily access accurate information quickly what's wrong easily access accurate information quickly what's wrong with that?with that? “ “

Low Back Pain TreatmentsLow Back Pain Treatments

Google - 3 million hits, With relevance ranking

Medline: 47 hits of high specificity

Treatment Treatment optionsoptions Acute painAcute pain Chronic painChronic pain

Rest/bed restRest/bed restStrong Strong evidence evidence againstagainst

AntidepressanAntidepressantsts

No evidenceNo evidenceModerate Moderate evidence evidence againstagainst

Steroid Steroid injectionsinjections No evidenceNo evidence

Moderate Moderate evidence evidence againstagainst

ColdCold No evidenceNo evidence No evidenceNo evidence

Manual Manual therapytherapy

Moderate Moderate evidence forevidence for

Strong Strong evidence forevidence for

Evidence for treatment of low back pain - a clinical answer

Source: EVIDENCE (Hospital Authority), Issue 12, 2001

The IT Approach to KMTurn Information to Knowledge

An example: Amazon.comAn example: Amazon.com

Online recommendations to customers based Online recommendations to customers based on:on:

• Purchase activitiesPurchase activities

• Items customers ownItems customers own

• Interests (expressed and inferred)Interests (expressed and inferred)

Mindful ofMindful of

• Knowledge is dynamic Knowledge is dynamic

• Knowledge is tacit (expressed in purchase Knowledge is tacit (expressed in purchase patterns of customers)patterns of customers)

Drug

Disease

Gene

Protein

Treats

Associated geneEncoded by

Has target

National Cancer Institute (US)Disease, Drug, Gene & Protein

Modeling

Source: Coronado et al 2004

Role of Information Professionals

I know…I know… I do… I do…

Therefore I am.Therefore I am.

Information SpecialistInformation SpecialistKM research centreKM research centre

• Recognised qualification in information Recognised qualification in information science or librarianshipscience or librarianship

• Computer literate with practical experience Computer literate with practical experience in computerised information systems, in computerised information systems, online searching, internet navigating and online searching, internet navigating and the use of CD-ROM systemsthe use of CD-ROM systems

• Able to work as a team player with strong Able to work as a team player with strong communication skills in both English and communication skills in both English and ChineseChinese

• Systematic, self-motivated and outgoingSystematic, self-motivated and outgoing

AddAdd

• Subject knowledgeSubject knowledge

• Critical and analytical skillsCritical and analytical skills

• Competence in filtering and Competence in filtering and presenting information presenting information

• Adaptability to change and a change Adaptability to change and a change agent/”influencer”agent/”influencer”

• Continuous learner with an open mind Continuous learner with an open mind

My observationsMy observations

1.1. Knowledge is power – to individual & Knowledge is power – to individual & organizationorganization

2.2. K <-> social/cultural environmentK <-> social/cultural environment

3.3. K generated may be accidental; KM K generated may be accidental; KM is notis not

4.4. KM ≠ IT*KM ≠ IT*

5.5. IT = IIT = I2 + 2 + TT

6.6. KM is management with a KM is management with a knowledge focusknowledge focus

* Very important component.* Very important component.

Alice in Wonderland, Chap 3: A Caucus-Race and a Long Tale

The party was wet after swimming in Alice’s own pool of tears.

• Dodo: Let’s have a Caucus-race to get dry.

• Alice: What is a Caucus-race?

• Dodo: I can’t explain it, but the best way to learn about something was to do it.

The best way to learn about The best way to learn about KM KM

is to try itis to try it

Source: Covey S. The 8th habit : from effectiveness to greatness (to be released Nov 2004)

20 October 200420 October 2004

Must Read Must Read

Davenport, T.H. & Prusak, L. Working knowledge, Boston, Mass. : Harvard Business School Press, 1998