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Chapter 11
Managing Knowledge
Dimensions of Knowledge
Terms
 Knowledge Management – business processes developed
in an organization/create, store, transfer, apply knowledge
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Acquisition
Storage
Dissemination
Application
 Communities of practice (COP) – informal social networks/
people with similar work related interests and activities
Knowledge Management Systems
(KMS)
 Manage knowledge in your organization
 Enterprise-wide (general purpose; collect, store,
distribute, and apply digital content and knowledge)
 Knowledge work systems (specialized systems; engineers,
scientists, etc; discovering and creating new knowledge)
 Intelligent Techniques (data mining, expert systems,
neural networks, fuzzy logic, etc.)
Enterprise-wide KMS
 Types of knowledge
 Structured (explicit and formal)
 Semistructured (email, chat rooms, etc)
 Unstructured (in head – tacit)
 Enterprise content management systems
 Hold all three types of knowledge
 80 percent of organization’s knowledge is semistructured or
unstructured
 Can help create a classification scheme (taxonomy)
Enterprise-wide (cont)
 Digital asset management systems (work with digital
objects)
 Knowledge network systems (expertise location and
management system; hold information from experts in the
firm)
 Collaboration tools and learning management systems
(LMS) (tools for various types of learning and training)
 Social bookmarking
 Folksonomies
Knowledge Work Systems
 Knowledge workers (create knowledge for organization)
 Knowledge work systems (specialized systems for knowledge
workers)
 Sufficient computing power
 Require links to external knowledge bases
 Give the worker quick and easy access to databases
 Workstations optimized for specific tasks performed
Types:
 Computer aided design (CAD)
 Virtual reality
 Programs for web Use VRML
 Augmented Reality
Intelligent Techniques
For Tacit knowledge
 Expert systems
 Case-based reasoning
 Fuzzy logic
For Knowledge discovery
 Neural Networks
 Data Mining
Artificial Intelligence (computer-based/attempt to emulate human behavior)
Power of AI
People Power App
Intelligent Techniques (cont)
 Expert Systems (tacit knowledge/specific and limited
domain of human expertise)
 Knowledge base (rules)
 Inference engine (search)
 Forward chaining (Info entered by user; searches rule base for
conclusion)
 Backward chaining (starts with hypothesis; try to confirm or
disprove)
 Case based reasoning (CBR) (past experiences of human
specialists/organizational knowledge/stored in
database/look for similar parameters)
Intelligent Techniques (cont)
 Fuzzy Logic (rule based/approximate or subjective
values/for imprecise info)
 Neural networks (look for patterns and relationships in
data)
 Genetic algorithms (finding optimal solution/based on
evolutionary biology techniques)
 Hybrid AI systems (integrate genetic algorithms, fuzzy
logic, neural networks, expert systems)
 Intelligent agents (software programs/work in
background/carry out tasks for user)
 Agent-based modeling (model behavior of humans)