Knowledge Management in Practice

Anthony J. Rhem



"This evidence-based book provides the framework and guidelines that professionals need for working with the contemporary explosion of data that is creating opportunities and challenges to all phases of our society and commerce." –Larry R. Medsker, Research Professor in Physics and Data Science, The George Washington University

Knowledge Management in Practice is a resource on how knowledge management (KM) is implemented. It provides specific KM methods, tips, techniques, and best practices to gain competitive advantage and the most from investing in KM. It examines how KM is leveraged by first responders, the military, healthcare providers, insurance and financial services companies, legal firms, human resources departments, merger and acquisition (M&A) firms, and research institutions. Essential KM concepts are explored not only from a foundational perspective but also from a practical application. These concepts include capturing and codifying tacit and explicit knowledge, KM methods, information architecture, search, KM and social media, KM and Big Data, and the adoption of KM.

Readers can visit the book’s companion website, KM Mentor (www.KMMentor.com), where they can access:

• Presentations by industry leaders on a variety of topics
• KM templates and instruction on executing KM strategy, performing knowledge transfer, and KM assessments and audits
• KM program and project implementation guidance
• Insights and reviews on KM tools
• Guidance on implementing and executing various KM Methods
• Specialized KM publications
• A private secure collaboration community for members to discuss ideas and get expert answers and advice

Table of Contents

The Case for Implementing Knowledge Management
KM Business Case Structure.
KM Solution Analysis

Solution Implementation Approach
Software Methodologies
Risk Assessment
Value Analysis
ROI
Metrics and Key Performance Indicators
KM Business Case
Key Learnings
Tips and Techniques

Being Social: Knowledge Management and Social Media
Participatory Communication Cycle
Key Learnings
Tips and Techniques

Dude, "Where’s My Car?": Utilizing Search in Knowledge Management
Information Architecture
The Role of the Information Architect
Key Learnings
Tips and Techniques

The Age of Discovery: Knowledge Management in Research Institutions
Five Challenges Faced When Implementing KM in Research Institutions
Key Learnings
Tips and Techniques

"Where Have All My Experts Gone?": Knowledge Management in Human Resources and Talent Management
Role-Based Knowledge
Role Knowledge Base
Human Capital Management
Talent Management
Key Learnings
Tips and Techniques

"Sound the Alarm!": Knowledge Management in Emergency and Disaster Preparedness
First-Responder KM Strategy
Factors Influencing the Selection of a KM Strategy
Aligning the KM Strategy with the Business Strategy
Key Learnings
Tips and Techniques

Happily Ever After: Knowledge Management in Mergers and Acquisitions
Leveraging KM in Company Valuation
Knowledge and Economic Value.
Contextual Intelligence
Knowledge Mapping
Knowledge Profile
Key Learnings
Tips and Techniques

"Is There a Doctor in the House?": Knowledge Management in Healthcare
KM Model for Healthcare
Applying KM to Healthcare
KM and Healthcare Informatics
Knowledge Tools and Techniques for Healthcare
Key Learnings
Tips and Techniques

"Show Me the Money!": Knowledge Management for Financial Services
Empowering Employees to Satisfy Customers
KM Leveraged by Brokerage Companies
KM Leveraged by Banking Institutions
Banking KM Framework
Key Learnings
Tips and Techniques

"Are You in Good Hands?": Knowledge Management in Insurance
Insurance Business Challenges
Focusing on Customers
Managing the Business Effectively
Insurance Call Center
Insurance KM Model
Insurance KM Systems Framework
Key Learnings
Tips and Techniques

"Sign Right Here!": Knowledge Management in the Legal Profession
Talent Management in Law Firms
Expertise Locators
Competitive Intelligence
KM Architecture in Law Firms
Key Learnings
Tips and Techniques

"A Mind Is a Terrible Thing to Waste!": Knowledge Management Education
KM Education Programs
KM at Institutions of Higher Education
Key Learnings
Tips and Techniques

"Big Knowledge!": Knowledge Management and Big Data
Data, Information, and Knowledge
Applying KM to Big Data
Social Network Analysis
Big Data Sources and KM
Key Learnings
Tips and Techniques

"What Have You Done for the War Fighter Today?": Knowledge Management in the Military
Continuing KM Challenge of BRAC
KM Principles
KM Strategies in the US Army
KM Strategies in the US Air Force
KM Strategies in the US Navy
KM and BRAC
Key Learnings
Tips and Techniques

Drinking the Knowledge Management Kool-Aid: Knowledge Management Adoption
Adoption and the KM Implementation Strategy
Adopting KM Systems
Implementing Information Architecture
Organizational Culture
Key Learnings
Tips and Techniques

Failure Is Not an Option: Why Do Knowledge Management Programs and Projects Fail?
Lack of Executive Leadership/Sponsorship
KM and the Corporate Culture
Lack of Monitoring and Controls
Key Learnings
Tips and Techniques

Summary

References

Index