This document discusses knowledge management and the evolution of approaches over time. It identifies three eras: 1) content management focused on capturing knowledge, 2) knowledge distribution focused on search and assisting work, and 3) knowledge consumption focused on transforming processes by leveraging networks. Most current approaches don't support collaborative work, instead information is siloed. The document proposes an optimal solution would unify information access, connecting people to people and people to information through a navigation and collaboration portal.

1. Knowledge Management
AKA Discussion Papers
February 2012

2. Knowledge Management
Knowledge is “The Source of Wealth”
“The source of (corporate) wealth is something specifically human:
knowledge.
If we apply knowledge to tasks we already know how to do, we call it
„productivity‟. If we apply knowledge to tasks that are new and different,
we call it ‟innovation‟.
Only knowledge allows us to achieve those goals.”
Peter Drucker
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3. Knowledge work has always existed. Today, information
technology is creating direct value and leverage
Technology Drives Knowledge Acquisition
Knowledge Acquisition Rate
Social
Mobile
Internet
LANs
Computing
Telex
Fax
Telephone
Telegraph
Writing Printing Press
Language
75-50,000 BC 3,000BC 1500 AD 1800 1900 2000 2010
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4. AKA thinks of three distinct Eras of Knowledge
Management… to date…
First Era Second Era Third Era
Focus/Theme Content Management Knowledge Knowledge
Distribution Consumption
Application/Use Capturing and retaining Inquiry and search to Transforming and
assist work leveraging processes
Market/Community Compliance and Functional units and Networks within and
research teams outside the enterprise
Organization and IT Data Management Specialized Program C-Suite direction setting
Governance Office
Collaboration Little Vertical Horizontal
Management Technical processes Library and coordination Marketing, outreach,
Processes engagement
Technologies Storage and capture Vertical Networked and
unstructured
Skills and Capabilities Harvesting and storing Finding the right Finding the right
answers questions
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5. Most current approaches don‟t support the collaborative
way people must work to be successful
Typical Stove-piped Structure People Work This Way
 Information delivery follows the  People consume information as
hierarchical way firms are organized networks and teams; permanent or
 Information is in islands and stove-pipes transient
and not searchable
Information
Technology Information
Flow
Management
Bus. Ops Affinity Developers
Services
Groups
Rel’ns
Knowledge
Repository
Sub Dept Project Employee
Team
Shared Services Policy Groups
Documentum
Documentum
SharePoint
SharePoint
SharePoint
SharePoint
SharePoint
SharePoint
SharePoint
Information flow interconnected
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6. AKA‟s analytical frameworks are used to evaluate a
company‟s readiness to leverage knowledge
Reactive Targeted Integrative Strategic
• No strategy • Apply to enhance specific • Systematically apply to • Management and application
Strategy • Encourage sharing and processes enhance process enterprise of knowledge drives
collaboration wide business strategy
• Episodic collection and • Collection/ publication • Defined processes for • Asset management
publication driven by specific business acquisition, indexing, • Usage metrics
Process process filtering, linking and delivery
• Coordinated across the
enterprise
• Electronic newsletter • Policy and practice • Common classification • Common classification
• Employee directories • Lessons learned across departments, across the enterprise
Content • Misc. internal policy • Process-centric sources, data types • Integrate
classification • KM Training structured/unstructured
• External sources linked sources
• KM organization not fully in • Process leader • CKO role defined and filled • CKO on executive team
place • Department knowledge • Distributed KM organization • Rewards linked to value
Organization • Communications dep’t coordinator • Communities contribution
• Individual enthusiasts • Rewards linked to content
contribution
• Electronic Mail • Meta repository • Unified environment • Though-process enabled
• Intranet • Workflow • Ubiquitous, relevant search workflow and knowledge
Technology • File servers • Collaboration • Extranet-internet accelerators
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7. Increasingly, optimal solutions will unify information access,
connecting people with people and people with information
Knowledge Artifacts Enterprise Knowledge Navigator Teams & Communities
Information Sources Navigation & Collaboration Portal Processes & Roles
Documentum mindshare@ABCCorp.com
 Application artifacts  Service Provider &
Consumer interaction
 Project artifacts SharePoint
 Development
 Architectures
 Project mgmt
Portal Interface
ePPM
 Service catalogs
 Compliance
 Policy/standards Knowledge Base
Lombardi  Employee lifecycle
 “How to…”
 Strategy, planning &
 “What’s going on…” Mega roadmap
Structured
 Lessons learned Data  Budgeting
 Personnel information
PeopleSoft
 Technology administration
 Intellectual property  Executive communication
Training
 Training Courses  Employee empowerment
 Best practices  Affinity groups
Location
 Services outputs
Dep’t
Metrics
 Executive communications
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