Transcript sharing knowledge

Slide 7.1
WELCOME!
Chapter 7
KNOWLEDGE MANAGEMENT
TOOLS:
Component Technologies
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.2
BUZZ GROUP
• What types of knowledge or information do I use
in my everyday life?
• What types of technology do I use to manage
this knowledge? You may wish to consider the
types of technologies you use to capture,
organise, evaluate, store and share knowledge
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.3
COMPONENT TOOLS TYPOLOGY
Figure 7.1
A typology of knowledge tools and component technologies
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.4
DIFFERENT FORMS OF
KNOWLEDGE
Figure 7.2
Different forms of knowledge
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.5
CAPTURING KNOWLEDGE
Cognitive Mapping Tools
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Used principally in mapping strategic knowledge
Use ‘oval mapping’ technique in groups
Develop concepts, links and clusters
‘Decision Explorer’ – can develop complex levels
of analysis
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.6
CAPTURING KNOWLEDGE
Indexing a Text Database
Figure 7.8
Indexing a text database
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.7
CAPTURING KNOWLEDGE
Information Retrieval Tools
• Desire for precision and recall
• Differences between an author’s and user’s vocabulary
• Use of inverted files for indexing text to speed up search –
assumes text as sequence of words – easy to compress
• Develop inverted index including vocabulary search, list of
occurrences and processing of occurrences to solve
phrases, proximity and Boolean operations
• Suffix Trees & Indicies – allows more complex queries.
Sees text as long string with each position as a suffix
• Signature files – cuts text into blocks. Not as good as
inverted index
• Manipulation algorithms such as BNDM and BMS for
Boolean queries
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.8
CAPTURING KNOWLEDGE
Retrieval Process
Figure 7.9
Information retrieval process
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.9
CAPTURING KNOWLEDGE
Text Processing
• Lexical analysis to identify words from characters
• Eliminating stopwords occurring frequently
• Stemming e.g. Connect is stem for connected,
connecting, and connections
• Full text indexing
• Thesaurus index terms synonyms and near
synonyms
• Text compression to cope with information
overload
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.10
CAPTURING KNOWLEDGE
Personalisation
• Device provides needs and wants of consumer
• Solution lies in data mining in terms of analysing
user’s clickstream and making recommendations
• Use of agents and machine learning
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.11
EVALUATING KNOWLEDGE
Case-based reasoning
• Capture and store past experiences as
organisational knowledge
• System searches for stored cases with similar
profile to new problem
• Adds unsuccessful cases to aid learning
• Built on artificial intelligence technology
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.12
BUZZ GROUPS
• Discuss the limitations of case-based
reasoning tools
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.13
EVALUATING KNOWLEDGE
OLAP: On-line analytical processing
• Provides multidimensional analysis of data to
allow user to see data in different ways using
multiple dimensions
• Main technique is to rotate a data cube
• Also called ‘slice and dice’
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.14
EVALUATING KNOWLEDGE
Data mining
• Uses variety of neural network, decision trees
and genetic modeling algorithms
• Use sophisticated data search capabilities using
algorithms to discover patterns and correlations
in vast amounts of data
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.15
SHARING KNOWLEDGE
Internet/Intranet
• Share knowledge with knowledge providers
across the world – some free
• Intranet provides same but restricted access from
outside
• Uses HTML and XML – a metalanguage that
allows definition of tags and allows distribution of
knowledge to call phones, pagers and PDAs
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.16
BUZZ GROUPS
• Intranets can be large data warehouses that
nobody visits. Critically discuss the barriers that
prevent knowledge sharing in organisations
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.17
SHARING KNOWLEDGE
Groupware tools
• Allows to work on same document by multiple
users
• Maintain and update identical data on numerous
PCs
• Organising discussions
• Storing information
• Moving and tracking documents of groups
• Preventing unauthorised access of data
• Mobile use to access corporate network
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.18
SHARING KNOWLEDGE
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E-mail
Text-based conferencing
Yellow Pages
Computer-based training/e-learning
Security
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.19
WEB 2.0 PLATFORM
• Shift to dynamic social web applications
• Network effects critical to their success
• Provide customer services free – Google
($200bn), YouTube ($1.6bn), Facebook ($50bn)
• Indirect network effects from use of products or
services that have influence on related goods
and services
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.20
TIPPING POINT
WORD OF MOUTH EPIDEMICS
• ‘Connectors’ – social glue
• ‘Mavens’ – information brokers on best deals etc.
• ‘Salesmen’ – good at convincing you and getting
you to act
• Amazon is reliant on ranking of reviewers to
develop trust with customers
• Six degrees of separation
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.21
WEB 2.0 PLATFORM
Figure 7.11
Web 2.0 platform tools
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.22
BLOGS
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Blogs – adding thoughts or diary of events
Podcasts – audio blogs
Vlog – video blog
Trackbacks – allows bloggers to see who’s
linking to them
• Can act as alternative to face-to-face meetings
to engage in problem solving
• Engage with customers across boundaries
• Twitter – micro-blogging site
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.23
SYNDICATION & RSS FEEDS
• Information from articles and photos repackaged
for different customers
• RSS (Really Simple Syndication) format to
publish frequently updated content on websites
• Organisations can place feeds showing latest
offerings or consumer information such as traffic
news or weather forecasts
• RSS viral distribution engine for bloggers –
receive new material posted by favourite
bloggers
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.24
MASHUPS
• Allows content from different sources to combine
with applications for different business processes
• E.g. Getting insurance quote from website
• E.g. Starbucks helps customers locate nearest
café once they’ve entered postcode
• Information from external sources can be
inaccurate or may change significantly in future;
even close down
• Prone to threats from malware
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.25
WIKIS
• Web pages that can be viewed and modified by
anyone
• Allows to create or change web content
• Places power and freedom in hands of users
rather than external ‘expert’
• Works in progress on virtual ‘white boards’
• Agendas and minutes can be placed on wikis
• Can be open to manipulation and vandalism
• Maintenance can be time-consuming
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.26
ONLINE SOCIAL NETWORKS
• Individuals interact with others in community
• Social network sites (SNS): Facebook,
MySpace, LinkedIn, Friendster
• SNS tend to support pre-existing relationships
rather than new ones
• Benefit from social capital and self-presentation
• Risk over privacy from third party securing
personal information
• Allows interaction with different people in
network
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.27
3-D VIRTUAL WORLDS
• Computer-simulated worlds where users interact
in real time through ‘avatars’
• Avatars are 3-D electronic cartoons of users;
form of alter ego
• Second Life has over 15m users and internal
currency of Linden dollars (L$)
• Conduct meetings, workshops and recruitment
• Multinationals such as IBM, Dell, Ericsson, Bain
• Strathclyde and Coventry Universities bought
islands
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.28
STORING KNOWLEDGE
Data Warehouse
• Database with query and reporting tools
• Stores current and historical data from internal
and external sources
• Data mart – subset of data warehouse which
contains summarised or highly focused data for
certain users
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011
Slide 7.29
PRESENTING KNOWLEDGE
Visualisation
• Modelling – way of representing objects e.g.
journal covers, weather maps, flows of citations
• Rendering – makes computer generated image
look like photograph e.g. texture mapping
• Virtual reality
Jashapara, Knowledge Management: An Integrated Approach, 2nd Edition, © Pearson Education Limited 2011