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What is Knowledge
� We have a knowledge about a subject when we know the subject ourselves or we know where we can find information about it.
� Knowledge is about connecting people that need information to people that have this information
What do we want to achieve?
“Bring the right information to the right people with the right media at the right time”
“Bring the right information to the right people with the right media at the right time”
Right Right InformationInformation
Right Right InformationInformation Right PeopleRight PeopleRight PeopleRight People
Right MediaRight MediaRight MediaRight Media Right TimeRight TimeRight TimeRight Time
Document, Expert, LinkDocument, Expert, Link
Managers, administration,
technical , marketing people, ...
Managers, administration,
technical , marketing people, ...
Intranet, e-mail, phone, person, meetings,
conferences ...
Intranet, e-mail, phone, person, meetings,
conferences ...
Immediately, push, pull
Immediately, push, pull
KM involves:
Collaboration
Processes
Incentives Change Mngt
Culture
Best Practices
Communities
Portal
Search
Taxonomy
Knowledge Management
...... ......Content Mngt
IT as the Sorcerer’s Apprentice
� Thanks to IT, Information and knowledge have moved from scarcity to abundance
� but more is not necessary better
� Our personal time and attention has become the critical resource of the knowledge economy
� and therefore needs to be carefully allocated
� But IT still sees its role primarily as delivering more power, more bandwidth, more data
� thereby making the problem worse
What do we need before thinking What do we need before thinking about a KM product?about a KM product? Document management Taxonomy Corporate Business Goals What information already exists? What is really needed? Who will update the information? Who will use it? A new environment. Will they come?
A Portal – What we need?
• Personalization• Search• Categorization• Content Management• Site Map• Push• Pull• Subscribe and Alerts• Security• Application integration
Collaboration toolsCollaboration tools
Exchanging messages easilySharing documentsWho is online?Immediate messaging ... / ChatE-MeetingsE-Learning
DonDon’’t forget existing t forget existing collaboration environmentscollaboration environmentsMeetingsPhoneE-mailConferences
Building a Service
• Who needs it?– They really need it?
• Who asked for it?– Are they the right people to ask for
it?
• High Management approval– Is it according to the company
business targets?
• Who will update the information?– Think again! Are you sure?
• Who will use the information?– Think again! Is it what they want?
Building the best service – They don’t use it. Why?
• They didn’t participate in the design and were not in the loop.
• They don’t have the time• It is not friendly enough• Too sophisticated• Bad response time• It is not within the environment they
use to work in• “The token didn’t fall”• Change Management• ....
The 3 Elements of Knowledge The 3 Elements of Knowledge InfrastructureInfrastructure
Corporate KnowledgeInfrastructure
1. Culture
For a knowledge sharing environment
1. Culture
For a knowledge sharing environment
2. Technology
Hardware, software, network, etc.
2. Technology
Hardware, software, network, etc.
3. Processes
Knowledge reliant business processes
3. Processes
Knowledge reliant business processes
An Enabler