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A Strategy-Based Ontology of Knowledge Management Technologies
André Saito, Katsuhiro Umemoto and Mitsuru IkedaJapan Advanced Institute of Science and Technology
Graduate School of Knowledge Science
Journal of Knowledge ManagementVol. 11, No. 1 (2007)
Ver 1.1 – 2006.01.17
Saito, Umemoto and Ikeda 2006 2
Background
Knowledge management (KM) is still emerging The word knowledge has many different meanings Contributions come from many disciplines
The role of technology in KM needs further explanation
Technology itself is complex and fast-paced Existing accounts present limitations
A link between KM technologies and strategyis missing
KM itself suffers from lack of strategic alignment Strategic alignment of IT is a well known issue
Saito, Umemoto and Ikeda 2006 3
Objectives and Methodology
Objectives To describe the relations among technology, KM, and
strategy To categorize available KM technologies according to
those relations.
Methodology An ontology development method was used to identify
and formally define concepts and their relationships Two sub-domains were mapped: KM technologies
and KM strategy
Saito, Umemoto and Ikeda 2006 4
Findings on KM strategy
Three meanings associated to the term:
An approach to KMExpress a particular perspective on knowledge and how it can be managed
A knowledge strategyIdentify and prioritize knowledge to be managed, based on its contribution to business strategy
A KM implementation strategyDescribes steps and conditions for the successful implementation of KM initiatives
Saito, Umemoto and Ikeda 2006 5
KM strategy as… Approach to KM
Saito, Umemoto and Ikeda 2006 6
KM strategy as… Knowledge strategy
Saito, Umemoto and Ikeda 2006 7
KM strategy as… KM implementation strategy
Saito, Umemoto and Ikeda 2006 8
KM strategy conceptual map
Saito, Umemoto and Ikeda 2006 9
Findings on KM technologies
Common sources of misunderstanding: Technologies are usually associated with
knowledge processes, which are numerous and highly context-dependent
Technologies are usually integrated into systems, in many different levels
Component technologies ≠ KM systems
KM systems can be either generic or domain-specific applications
Generic KM applications ≠ Business applications
Saito, Umemoto and Ikeda 2006 10
An ontology of KM technologies
Three basic categories:
Component technologies (integrated into other systems) KM applications (for general knowledge processes) Business applications with KM functionality (for specific
business processes)
Saito, Umemoto and Ikeda 2006 11
KM component technologies
Storage. Databases, repositories, file-servers, data warehouses, data marts, etc.
Connectivity. Internet, security, wireless, mobility, authentication, P2P, etc.
Communication. E-mail, mailing lists, discussion groups, chat, instant messaging, audio/video conferencing, VoIP, etc.
Authoring. Office suites, desktop publishing, graphic suites, multimedia, imaging, etc.
Distribution. Web, intranets, extranets, enterprise portals, personalization, syndication, audio/video streaming, etc.
Search. Search engines, search agents, indexing, glossaries, thesauri, taxonomies, ontologies, collaborative filtering, etc.
Analytics. Query, reporting, multi-dimensional analysis (OLAP), etc.
Workflow. Process modeling, process engines, etc.
E-learning. Interactive multimedia (CBT), web seminars, simulations, etc.
Collaboration. Calendaring, file sharing, meeting support, application sharing, group decision support, etc.
Community. Community management, web logs, wikis, social network analysis, etc.
Creativity. Cognitive mapping, idea generation, etc.
Data mining. Statistical techniques, multi-dimensional analysis, neural networks, etc.
Text mining. Semantic analysis, Bayesian inference, natural language processing, etc.
Web mining. Collaborative profiling, intelligent agents, etc.
Visualization. 2D and 3D navigation, geographic mapping, etc.
Organization. Ontology development, ontology acquisition, taxonomies, glossaries, thesauri, etc.
Reasoning. Rule-based expert systems, case-based reasoning, knowledge-bases, machine learning, fuzzy logic, etc.
Saito, Umemoto and Ikeda 2006 12
KM applications
Document managementAutomate the control of electronic documents through their entire life-cycle.
Content managementManage the whole Web publishing process.
Process managementAutomate the flow of tasks and information across business processes.
Group supportSupport work and collaboration of groups and teams.
Project managementSupport the management of project activities and resources.
Community supportCoordinate interaction in large groups.
Decision supportIntegrate a series of tools for decision making.
Discovery and data miningSupport the identification of patterns and in large amounts of data.
Search and organizationFacilitate access to and organize unstructured content.
Enterprise portalsIntegrate access to a range of information at a single point of entry.
Learning managementSupport the delivery of online courses in a variety of formats.
Expertise managementBrokers expertise in large communities.
Saito, Umemoto and Ikeda 2006 13
Business apps with KM funcionality
Sales Force Automation
Contact Center
Field Service
Self-Service
E-Commerce
Campaign Management
Rep
rese
ntat
ive
Cus
tom
er
Bac
koffi
ce s
yste
ms
Operational CRM Analytical CRM
Data warehousing
Analytical applications
SegmentationProfiling
PersonalizationProfitability analysis
Needs analysisSales analysis
Campaign analysisEtc.
Solutions database
Solutions database
Customer profiling
Customer profiling
Information on demand
Information on demand
Focus groups
Focus groups
Saito, Umemoto and Ikeda 2006 14
Linking KM technologies to strategy
A KM program is strategic if it includes: A knowledge strategy that defines knowledge intents KM initiatives that support those knowledge intents
KM initiatives are inherently associated with particular approaches to KM
Knowledge transferthrough
codification
Knowledge transferthrough
personalization
Knowledge creationthrough
codification
Knowledge creationthrough
personalization
Cre
atio
nT
ran
sfer
Personalization Codification
Four generic modes of KM support for strategy
Saito, Umemoto and Ikeda 2006 15
KM component technologies
RepositoryConnectivity
StorageAuthoring
SearchWorkflow
OrganizationReasoning
DisseminationConnectivity
CommunicationAuthoring DistributionE-learning
CollaborationCommunity
DiscoveryStorageSearch
AnalyticsData miningText miningWeb miningVisualization
CollaborationConnectivity
CommunicationAuthoring
CollaborationCommunityCreativityWorkflow
Creation
TransferPersonalization Codification
Saito, Umemoto and Ikeda 2006 16
Repository
Document management
Content management
Process management
Dissemination
Enterprise portals
Learning management
Expertise management
Discovery
Decision support
Discovery & data mining
Search & organization
Collaboration
Group support
Project management
Community supportCreation
TransferPersonalization Codification
KM applications
Saito, Umemoto and Ikeda 2006 17
An ontology of KM technologies
Saito, Umemoto and Ikeda 2006 18
Conclusions
A wide range of technologies can support KM Three basic categories: component technologies,
KM apps and business apps with KM functionality KM applications summarize KM functionality
KM technologies are linked to strategy through KM initiatives that support specific knowledge intents
There are four generic modes of technological support for strategy in KM
Saito, Umemoto and Ikeda 2006 19
Some implications
For research KM technologies can be better analyzed in the
context of KM initiatives instead of knowledge processes
There seems to be exemplary KM initiatives that connect specific knowledge intents to typical approaches to KM and KM technologies
For practice Guidance in the design of particular KM strategies Guidance in the selection of adequate
KM technologies for particular KM initiatives