Information Technology Reference
In-Depth Information
Using a knowledge management system begins with locating the organization's knowl-
edge. This is often done using a
knowledge map
or directory that points the knowledge worker
to the needed knowledge. Drug companies have sophisticated knowledge maps that include
database and file systems to allow scientists and drug researchers to locate previous medical
studies. The Army Defense Ammunition Center has signed an $8 million contract with SI
International to provide it with knowledge management tools to help evaluate its training
Nexis to locate important knowledge. Corporations often use the Internet or corporate Web
portals to help their knowledge workers find knowledge stored in documents and reports.
Technology to Support Knowledge Management
KMSs use a number of tools discussed throughout the topic. In Chapter 2, for example, we
explored the importance of
organizational learning
and
organizational change
. An effective
KMS is based on learning new knowledge and changing procedures and approaches as a
result. A manufacturing company, for example, might learn new ways to program robots on
the factory floor to improve accuracy and reduce defective parts. The new knowledge will
likely cause the manufacturing company to change how it programs and uses its robots. In
Chapter 5, we investigated the use of
data mining
and
business intelligence
. These powerful
tools can be important in capturing and using knowledge. Enterprise resource planning tools,
such as SAP, include knowledge management features. In Chapter 10, we showed how
groupware
could improve group decision making and collaboration. Groupware can also be
used to help capture, store, and use knowledge. Of course, hardware, software, databases,
telecommunications, and the Internet, discussed in Part 2, are important technologies used
to support most knowledge management systems.
Hundreds of organizations provide specific KM products and services. See Figure 11.4.
In addition, researchers at colleges and universities have developed tools and technologies
to support knowledge management. The University of South Carolina, for example, has
joined with Collexis to develop and deliver new knowledge management software, based on
is expected to increase by more than 15 percent in 2008. Companies such as IBM have many
knowledge management tools in a variety of products, including Lotus Notes and Domino.
Lotus Notes is a collection of software products that help people work together to create,
share, and store important knowledge and business documents. Its knowledge management
features include domain search, content mapping, and Lotus Sametime. Domain search
allows people to perform sophisticated searches for knowledge in Domino databases using a
single, simple query. Content mapping organizes knowledge by categories, like a table of
contents for a book. Lotus Sametime helps people communicate, collaborate, and share ideas
in real time. Lotus Domino Document Manager, formerly called Lotus Domino, helps peo-
ple and organizations store, organize, and retrieve documents. The software can be used to
write, review, archive, and publish documents throughout the organization.
Microsoft offers a number of knowledge management tools, including Digital Dash-
board, which is based on the Microsoft Office suite. Digital Dashboard integrates informa-
tion from different sources, including personal, group, enterprise, and external information
and documents. Other tools from Microsoft include Web Store Technology, which uses
wireless technology to deliver knowledge to any location at any time; Access Workflow
Designer, which helps database developers create effective systems to process transactions
and keep work flowing through the organization; and related products. Some additional
knowledge management organizations and resources are summarized in Table 11.1. In
addition to these tools, several artificial intelligence and special-purpose technologies and
tools, discussed next, can be used in a KMS.
