knowledge management module i essentials of knowledge management 1 rami gharaibeh ©
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Knowledge Management
Module I
Essentials of Knowledge Management
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Rami Gharaibeh ©
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Many Questions
~ What is knowledge ?~ How knowledge is different from information ?~ What is knowledge management ?~ Can we capture knowledge ? ~ Can we store knowledge ?~ Is KM a new thing ?~ Do we need KM for luxury or survival ?~ How knowledge acquisition is different from learning ?~ How knowledge transfer is different from education ?
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Many Questions
This training course will enable the trainees to answer these questions as well as many other relevant ones.
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Management
The essence of management is decision making
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Management
The essence of management is decision making
Decision making is the process of selecting an alternative among two or more possible alternatives
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Management
The essence of management is decision making
Decision making is the process of selecting an alternative among two or more possible alternatives
The right selection depends on the successful expectation of the outcomes of each alternative and
matching these outcomes with the desired goal
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Management
The essence of management is decision making
Decision making is the process of selecting an alternative among two or more possible alternatives
The right selection depends on the successful expectation of the outcomes of each alternative and
matching these outcomes with the desired goal
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Decision Making
The decision making process takes place under one of three conditions:
~ Under certainty~ Under risk~ Under uncertainty
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Decision Making
Under Certainty
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Outcome A
Outcome B
Selection
Alternative A
Alternative B
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REALITY
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Decision Making
Under Certainty
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Outcome A
Outcome B
Selection
Alternative A
Alternative B
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GOAL
REALITY
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Decision Making
Under Certainty
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Outcome A
Outcome B
Selection
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GOALCOMPARE
REALITY
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Decision Making
Under Certainty
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Outcome A
Outcome B
Selection
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GOAL
COMPARE
REALITY
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Decision Making
Under Certainty
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Decision Making
Under Certainty
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Location A
Location C
Selection
LEFT
RIGHT
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ADDRESS
STRAIGHT Location B
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Decision Making
Under Risk
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Outcome A.1
Outcome B.2
Selection
Outcome A.2Alternative A
30%
70%
Outcome B.1Alternative B80%
20%
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REALITY
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Decision Making
Under Risk
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Decision Making
Under Uncertainty
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Selection
Alternative A
Alternative B
?
?
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REALITY
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Decision Making
Under Uncertainty
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Business Environment
Drivers of Uncertainty
~ Number of interacting factors (simple vs. complex)~ Factors’ rate of change (static vs. dynamic)
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Decision Making
Levels of Uncertainty
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Simple Complex
Static Low perceived uncertainty Moderately low perceived uncertainty
Dynamic
Moderately high perceived uncertainty
High perceived uncertainty
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Decision Making
Levels of Uncertainty
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Simple Complex
Static Low perceived uncertainty Moderately low perceived uncertainty
Dynamic
Moderately high perceived uncertainty
High perceived uncertainty
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Decision Making
Levels of Uncertainty
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Low uncertainty
Moderately low
uncertainty
Moderately high
uncertainty
Highuncertainty
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Decision Making
Certainty vs. Uncertainty
~ Uncertainty implies unknowing the outcomes of each feasible alternative
~ Decision making under uncertainty is very dislikeable
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Decision Making
Certainty vs. Uncertainty
The information revolution has shaken the stability of the business environment causing the conditions of many
decision makings to change from certainty to uncertainty
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Decision Making
Certainty vs. Uncertainty
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Low uncertainty
Moderately low
uncertainty
Moderately high
uncertainty
Highuncertainty
New business
paradigm
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Decision Making
How to Encounter Uncertainty ?
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Decision Making
How to Encounter Uncertainty ?
LEARNING
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Decision Making
How to Encounter Uncertainty ?
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Low uncertainty
Moderately low
uncertainty
Moderately high
uncertainty
Highuncertainty
New business
paradigm
Learning
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Decision Making
How to Encounter Uncertainty ?
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Village A
Village B
Villa
ge C
Acquire information about the outcomes of each alternative
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Learning
The American Heritage Dictionary
Learn: ~ To gain knowledge ~ To cause to acquire knowledge ~ To acquire experience or ability or skill ~ To become aware ~ To become informed
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Learning
Learning is About
~ Information acquisition~ Knowledge acquisition
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Learning
Information Acquisition
Referred to as, knowing that
For example
~ learning the names of things (cave, house, elephant) ~ Learning concepts (farming, settling, trading) ~ Learning descriptions (big, thin, beautiful)
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Learning
Knowledge Acquisition
Referred to as, knowing how
For example
~ learning to build a house
~ Learning to grow crops
~ Learning to design an airplane
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Learning
Which is More Important ?
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Learning
Which is More Important ?
Throughout history, man’s survival was more related to knowing how than knowing that
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Learning
Which is More Important ?
Knowing how to hunt an elephant is more important than naming it or describing it.
So is knowing how to grow crops, to make weapons, to drive a car, to cure illness, etc.
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Learning
If learning is not new
What is new then ?
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Learning
If learning is not new
What is new then ?
Organizational Learning
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The Learning Organization
In order to survive in the uncertain business
environment, organizations have to learn; that is, organizations have to avoid making decisions under
uncertainty
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The Learning Organization
Organizational learning is about the acquisition of
information and knowledge when making decisions
Organizational learning involves adjustment of behavior to reflect the gained experience
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The Learning Organization
A learning organization is about the frequency at which an organization performs organizational learning
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The DIK Hierarchy
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Data, Information and Knowledge
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data
information
knowledge
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The DIK Hierarchy
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Data, Information and Knowledge
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data
information
knowledge
learning
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The DIK Hierarchy
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data
information
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The DIK Hierarchy
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data
information
structuring
Analyzing
Mining
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The DIK Hierarchy
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data
information
structuring
Analyzing
Mining
Example
List of patients admitted to a hospital in a month
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The DIK Hierarchy
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data
information
structuring
Analyzing
Mining
Example
Statistics on admitted patients:Age
GenderDiseasesDistricts
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The DIK Hierarchy
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data
information
structuring
Analyzing
Mining
Hidden relationships:
ExampleDistricts with illness
Time of year with illness and with gender
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The DIK Hierarchy
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data
informationOther
individuals
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The DIK Hierarchy
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data
informationOther
individuals
Example
the individual who created the information from data provides the information
to his/her manager
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The DIK Hierarchy
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data
informationOther
individuals
Environment
Example
Clews in a crime scene
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The DIK Hierarchy
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data
information
knowledge
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Information
sources
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The DIK Hierarchy
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Pull vs. Push Learning
data
information
knowledge
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Self-basedlearning
Pull
Information
sources
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The DIK Hierarchy
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data
information
knowledge
instructor-based learning
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Push
Instructors
Pull vs. Push Learning
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The DIK Hierarchy
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Learning
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The DIK Hierarchy
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self-based learning
instructor-based learning
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The DIK Hierarchy
Instructor-based Learning~ School education
~ College education
~ Training programs
Self-based Learning~ Work experience
~ Self study and research
~ Life experience
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Data
A common definition
Simple or raw facts
examples
~ name of a person~ Price of a merchandise~ color of the sky
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The DIK Hierarchy
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Information
A common definition
Data structured in a meaningful format
An interesting definition
There is nothing that is not information
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The DIK Hierarchy
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DefinitionsEven data carry information
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The DIK Hierarchy
DatainformationMohammadHe is Muslim. He is
male
KatrinaShe is Russian. She is female
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DefinitionsEven data carry information
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The DIK Hierarchy
DatainformationSky is blueIt will not rain
Sky is darkIt will rain
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DefinitionsEven lack of information is information
There is no sound inside the house
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The DIK Hierarchy
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DefinitionsEven lack of information is information
There is no sound inside the houseThe kids must be sleeping
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The DIK Hierarchy
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Knowledge
Many definitions
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The DIK Hierarchy
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Knowledge
~ “justified true belief”~ information in context~ understanding based on experience~ the capacity for effective action
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The DIK Hierarchy
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Knowledge
~ Philosophical perspective~ Business perspective
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The DIK Hierarchy
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Knowledge in Business
What is the problem for organizations ?
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The DIK Hierarchy
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Knowledge to Business
We are living the knowledge-based business paradigm
A few youngsters with a web site could create profit more than a large manufacturing company
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The DIK Hierarchy
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Knowledge to Business
Human intelligence is an important organizational resource
Creative employees are able to continuously envision new opportunities and provide better solutions to business problems
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The DIK Hierarchy
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Knowledge to Business
Knowledge is the capacity to solve business problems
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The DIK Hierarchy
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Information vs. Knowledge
~ Organizational information is preserve able
~ Organizational knowledge seems not; knowledgeable employees could easily leave the organization taking their knowledge with them
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The DIK Hierarchy
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Information vs. Knowledge
~ Organizational information is preserve able
~ Organizational knowledge seems not; knowledgeable employees could easily leave the organization taking their knowledge with them
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The DIK Hierarchy
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Information vs. Knowledge
~ Organizational information is preserve able
~ Organizational knowledge seems not; knowledgeable employees could easily leave the organization taking their knowledge with them
Is it their knowledge or the organization’s knowledge ?
73
The DIK Hierarchy
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~ Organizations invest in their employees, so they do have a right in the knowledge that the employees are holding cognitively
~ While serving as employees, knowledge acquisition and sharing needs to be effectively and efficiently nurtured.
~ When employees plan to leave, their organizations are entitled for a copy of their knowledge.
This calls for Knowledge Management
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Organizational Knowledge
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Knowledge Management
What is Knowledge Management ?
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Knowledge Management
knowledge management is the management of knowledge processes
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~ knowledge transfer~ knowledge representation~ knowledge storage~ knowledge creation~ knowledge acquisition~ knowledge sharing~ knowledge application
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Knowledge Transfer
If knowledge acquisition falls under learning, what does knowledge transfer fall under ?
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Knowledge Transfer
If knowledge acquisition falls under learning, what does knowledge transfer fall under ?
Knowledge transfer falls under teaching or training
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Knowledge Transfer
If knowledge acquisition falls under learning, what does knowledge transfer fall under ?
Knowledge transfer falls under teaching or training
Which is instructor-based learning79
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Information Transfer
Shannons’s Mathematical Theory of Communication
~ A theory to measure the amount of information in a signal
~ Communication involves the sending of a signal of some type through some medium to a receiver
~ Noise in the channel could interfere with the clarity of the signal causing difficulty in decoding at the receiver end
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Information Transfer
Shannons’s Mathematical Theory of Communication ~ The concepts underlying the theory may be expanded to a broader vision of communication
~ The signal may be taken to mean information
~ Communication then is a process involving transmission of information in whatever form via whatever vehicle to a receiver
~ Information is the stuff of communication
~ Information is not limited to language or words. There is information in level of excitement, tone of voice, speed of speech, movements and even moments of silence
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Information Transfer
Information
Is input from any source that has the potential to affect, reduce, or supplement a state of uncertainty to allow
decisions to be made or communication to occur
Norton, MelanieIntroductory concepts in information science
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Information Transfer
Information
~ Data may be a source of information
~ Knowledge may be a source of information
~ Shapes of things around us may be a source of information
~ Our environment continuously communicate information which we receive through our sensory system and we attempt to interpret it in order to decrease uncertainty
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Information Transfer
Information
~ Hence, information transfer implies:
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Transmitter Receiver
InformationPerson APerson B
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Information Transfer
Information
Decreasing uncertainty requires gaining more information, but increasing information may not always resolve
uncertainty
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Knowledge Transfer
Can knowledge replace information in being the stuff of communication ?
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Person A Person B
Transmitter Receiver
knowledge?
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Knowledge Transfer
~ If yes, then knowledge can be directly transmitted through some type of medium to a receiver
~ If knowledge can be directly transmitted , then knowledge is somehow sensible
~ BUT, we already have identified every sensible thing as information
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Knowledge Transfer
~ Unlike data and information, knowledge is insensible~ Knowledge cannot exist outside human cognition~ Anything outside human cognition is either data or information~ Why do we need to invent something new like explicit knowledge ?~ How then would we differentiate between explicit knowledge and information ?
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Knowledge Transfer
~ Knowledge is non-transferable directly
~ To transfer knowledge it has to be first transformed into information
~ Hence, knowledge transfer implies:
transformation + communication + interpretation
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The DIK Hierarchy
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data
information
knowledge
Person B
data
information
knowledge
Person A
representation
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The DIK Hierarchy
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data
information
knowledge
Person A
data
information
knowledge
Person B
communication
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The DIK Hierarchy
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data
information
knowledge
Person A
data
information
knowledge
Person B
interpretation
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Knowledge Transfer
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Knowledge transfer =
Knowledge representation +
information communication
+information interpretation
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Knowledge Transfer
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Knowledge transfer =
Knowledge representation +
information communication
+information interpretation
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Knowledge Representation
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~ Knowledge may act as a source of information
~We transform knowledge into information through a process that we call knowledge representation
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Knowledge Representation
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Is the represented knowledge (information) equal to the original knowledge?
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Knowledge Representation
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Is the represented knowledge (information) equal to the original knowledge?
Is a photo of a natural landscape equal to the landscape itself?
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Knowledge Representation
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Is the represented knowledge (information) equal to the original knowledge?
Is a photo of a natural landscape equal to the landscape itself?
CERTAINLY NOT
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Knowledge Representation
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KNOWLEDGE
KNOWLEDGE
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Knowledge Representation
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Represented knowledge is an inferior depiction of original knowledge
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Knowledge Representation
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Represented knowledge is an inferior depiction of original knowledge
The trick is to minimize the amount of inferiority
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Knowledge Representation
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KNOWLEDGE
KnoWLEDGe
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Knowledge Representation
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KNOWLEDGE
KKOwLEGDE
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Knowledge Representation
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Is knowledge representation a new concept?
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Knowledge Representation
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Is knowledge representation a new concept?
CERTAINLY NOT
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Knowledge Representation
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How about ancient scripts ?
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Knowledge Representation
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How about new languages ?
There is a relationship between the level of civilization and the amount of population. As the level of civilization increases, the amount of population increases.
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Knowledge Representation
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How about mathematical equations ?
Y = level of populationX = amount of civilization
Y = 1.4 X + 3.6
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Knowledge Representation
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How about graphical illustration ?
level of civilization
amount of population
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Knowledge Representation
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How about drawings ?
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Knowledge Representation
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How about modeling ?
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Knowledge Representation
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Obviously, there are many knowledge representation techniques
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Knowledge Representation
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Obviously, there are many knowledge representation techniques
So, what is the best knowledge representation technique ?
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Knowledge Representation
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The best representation technique is the one that allows the production of rich
information
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Knowledge Representation
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Rich Information
Allows the recipient to easily and correctly interpret it in the smallest period of time
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Knowledge Representation
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Rich information would produce the best depiction of original knowledge, thus
minimizing inferiority
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Knowledge Representation
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data
information
knowledge
Person A
data
information
knowledge
Person B
interpretationrepresentation
communication
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Knowledge Representation
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data
information
knowledge
Person A
data
information
knowledge
Person B
interpretationrepresentation
communication
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Knowledge Representation
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knowledge
interpretation
Information
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Knowledge Representation
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knowledge
interpretation
Information
The richer
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Knowledge Representation
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knowledge
interpretation
Information
The easier
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Interpretation
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Rouse (1993) was interested in understanding how people form their perceptions and consequently make their decisions. An understanding of this process would confront the uncertainty about the customers’ perception of a product and ensuring the formation of positive perceptions. Figure 5 shows Rouse’s (1993) model.
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Interpretation
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Nature
Information
Knowledge
Perception DecisionsBeliefs Needs
Nurture
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Interpretation
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~ Knowledge refers to education and experience
~ Nature refers to genetic influences
~ Nurture refers to effects of childhood, cultural influences, economic situations, etc. ~ Information is what is known about the object of perception
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Interpretation
125
Rouse contends that the potential effect of needs and beliefs is the highest, but it takes
long time to create a change in those constructs
Changing information is quicker but it has less effect on changing the perception.
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Knowledge Representation
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So, which knowledge representation technique results in richer information ?
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Knowledge Representation
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So, which knowledge representation technique results in richer information ?
Consider an example
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To improve life in city X, its government carries out developmental projects. The number and type of developmental projects affect city X’s level of modernization. The modernization level changes proportionally and immediately with the changes in spending on
developmental projects .
However, the increase in city X’s level of modernization has been attracting people from other cities. The change in the number of people moving from other cities is estimated at double the change in the level of modernization. When deciding to move to city X, it takes people from other cities three months to actually move. Their number affects the number of inhabitants of X proportionally and immediately.
Unfortunately, as the number of inhabitants increases, the amount of garbage increases from what it was proportionally and immediately. The increase in the amount of garbage increases the risk of fatal disease; the change in the number of people affected by fatal diseases is half the change in the amount of garbage. It takes two months for the number affected by fatal diseases to change when the amount of garbage changes .
Fatal diseases cause loss of life. The change in the number of X’s inhabitants is proportional but algebraically negative to the change in its number of inhabitants affected by fatal diseases. It takes two months for diseases to have an effect on the number of
inhabitants .
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The Number of Inhabitants of City X
The Number of People Moving to City X from Other Cities
The Modernization Level of City X
The Amount ofGarbage
The Government’s Developmental Projects
The Number of Inhabitants Affected by Fatal Diseases
+2 ,3 m
+1 ,0 m
–1 ,2 m +1 ,0 m
+1 ,0 m
. +5 ,2 m
Comprehensive Situation MappingWilliam Acar (1983)
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Knowledge Representation
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Information
Knowledge
Perception Decisions
+1 ,0 m
+3 ,0 m
Nature
Beliefs Needs
Nurture
+5 ,36 m
+5 ,36 m
+5 ,0 m
Rouse’s Model Using CSM
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Knowledge Representation
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+5 ,0 m
Nature
Beliefs Needs
Nurture
Current knowledge
interpretation
Information
Acquired knowledge
+3 ,0 m
+1 ,0 m
+5 ,36 m
+5 ,36 m
Rouse’s Model with DIK
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Knowledge Storage
Storing the represented knowledge
~ The language (text or audio)~ The equations~ The drawings~ The models
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Knowledge Sharing
Direct knowledge transfer or allowing access to knowledge storage
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~ Lecturing~ Audio/video conferencing
~ Printed material~ CDs and DVDs
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Knowledge Creation
This is the result of discoveries, innovation or R&D
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~No one knew the knowledge before its creator
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Knowledge Acquisition
Takes place when an individual successfully interprets a received information
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~All knowledge creation processes involves knowledge
acquisition processes
~Knowledge creators shares their knowledge with others
allowing them to acquire new knowledge
~NOT all knowledge acquisition processes involves
knowledge creation processes
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Knowledge Application
When knowledge is put into action to make righteous decisions and solve problems
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Wisdom
Does the application of knowledge always lead to solving a problem ?
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Knowledge vs. Wisdom
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Wisdom
The degree to which a problem is solved and the frequency of maintaining high success
degrees is a personal matter
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Knowledge vs. Wisdom
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Wisdom
So, knowledge is about knowing the right option to solve the problem and the procedure
for applying the option
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Wisdom
So, knowledge is about knowing the procedures for solving the problems
Wisdom is about the frequency of successfully applying the procedures for solving the
problems
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Wisdom
Wisdom depends on the skills of the knowledgeable individual
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Wisdom
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data
information
knowledge
wisdom
Skillful application
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END
MODULE I
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