Why information technology inspired but cannot deliver knowledge management

Article Abstract:

Recent developments in information technology have inspired many companies to imagine a new way for staff to share knowledge and insights. Instead of storing documents in personal files and sharing personal insights with a small circle of colleagues, they can store documents in a common information base and use electronic networks to share insights with their whole community, even people scattered across the globe. However, most companies soon discover that leveraging knowledge is actually very hard and is more dependent on community building than information technology. This is not because people are reluctant to use information technology, rather it is because they often need to share knowledge that is neither obvious nor easy to document, knowledge that requires a human relationship to think about, understand, share, and appropriately apply. Ironically, while information technology has inspired the "knowledge revolution," it takes building human communities to realize it. (Reprinted by permission of the publisher.)

Business, Information Systems, Automation, Knowledge-based systems

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Managing customer support knowledge

Article Abstract:

The management of customer support knowledge is increasingly important to organizations because of rapid product change and the growing need for service-based differentiation. This article describes how organizations, particularly in high-technology industries, are both managing their own support knowledge and extending its use to customers for self-service. Among the issues addressed are the key attributes of customer support knowledge, the technologies most commonly used to manage support knowledge, and the management issues most frequently faced by customer support knowledge managers. (Reprinted by permission of the publisher.)

Intellectual property, Organizational effectiveness, Customer service, Customer relations, Information management

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Data to knowledge to results: building an analytic capability

Article Abstract:

This article presents a framework that helps companies utilize data to transform knowledge into business results. Research on data-to-knowledge efforts from over 20 companies reveals the main components of successful knowledge management include strategic planning, recruiting and retaining talented employees, developing a data-oriented organizational culture, and structuring analytic resources.

United States, Data Processing, Knowledge management, Information storage and retrieval systems

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