Knowledge Management 102:

50 KM Components
Bonus: 100 KM Specialties

Stan Garfield
KMWorld, Washington DC #KMWorld
Workshop W12
November 14, 2016, 1:30 pm – 4:30 pm
Knowledge Management Components

People Process
culture and values user assistance and methodologies classification
knowledge managers knowledge help desk creation metrics and reporting
user surveys goals and measurements capture management of change
social networks incentives and rewards reuse workflow
communities lessons learned valuation
training proven practices social network analysis
documentation collaboration appreciative inquiry and
communications content management positive deviance
storytelling

Technology
user interface blogs
intranet wikis
team spaces podcasts and videos
Virtual meeting rooms, video syndication & subscription
conferencing, and social software
teleprescence external access/extranet
portals workflow applications
repositories process automation
threaded discussions and ESNs gamification and badges
expertise locators e-learning
metadata and tags analytics and BI
search engines cognitive computing
archiving and AI

2 KM 102
People Components
1. culture and values
2. knowledge managers
3. user surveys
4. social networks
5. communities
6. training
7. documentation
8. communications
9. user assistance and knowledge help desk
10. goals and measurements
11. incentives and rewards

3 KM 102
1. Culture and Values
• The way things are Example: Mindtree CLASS
1. Caring – requires empathy,
done in an
trust; needed to enable
organization sharing and individual push
• What things are of knowledge
considered to be 2. Learning – required for
important and taboo individual pull of
knowledge
3. Achieving – high
performance requires
resourcefulness and heavy
reliance on knowledge
4. Sharing – active
cooperation; requires fair
process, openness,
transparency.
5. Social Responsibility – an
outward extension of all the
above values

4 KM 102
 2. Knowledge Managers
People who spend all, or Attributes
a significant portion of • Leader: gets other people to follow
their time: • Manager: responsible for business
• Leading KM initiatives results
• Project Manager: delivers on time
• Sharing knowledge and within budget
• Supporting others in • Communicator: writes, speaks, and
sharing their publishes well
knowledge • Analyst: reviews information and
makes decisions
• Expert: in people, process, and
technology components
• Respected: has earned an excellent
reputation
• Connector: links people to each other
• Maven: helps people through sharing
knowledge
• Salesman: uses knowledge to
engage and persuade

5 KM 102
3. Surveys: User, Employee Satisfaction
Periodic surveys to determine
• User preferences
• User needs
• User challenges
• How employees view a KM program and its components
Usefulness

0 25 50 75 100

Customer Reference Program web site

HP Global Method web site

HPS Source web site

Knowledge Briefs web site

Project Profile Repository web site

W SS team space
C&I Practice Community

HPS Profession Community

Proposal W eb site

SFA Resource Center web site

The Source web site

HP Discussion Forum

C&I Community Directory web site

PDLs to seek or provide assistance

Knowledge Advisor
HP MarketVision web site

K-Net Japan

@hp Intranet Search

KMS

6 KM 102
3a. Opportunities Survey
1. Check all of the following challenges you are currently experiencing:
1. It's difficult for my team to make decisions, and when we make them, they are bad.
2. It's hard to find relevant information and resources at the time of need.
3. We have to start from scratch each time we start a new project, and my team keeps
reinventing the wheel.
4. We repeat the same mistakes over and over.
5. It's difficult to find out if anyone else has solved a similar problem before or already
done similar work.
6. Information is poorly communicated to me, and I am unaware of what has been
done, what is happening, and where the organization is heading.
7. I can't find standard processes, procedures, methods, tools, templates, techniques,
and examples.
8. I can't get experts to help me, because they are scarce, in great demand, and
unavailable when needed.
9. We are unable to respond to customers who ask for proof that we know how to help
them and that we have done similar work before.
10. It takes too long to invent, design, manufacture, sell, and deliver products and
services to our customers.

7 KM 102
3a. Opportunities Survey (continued)
2. List any other challenges you regularly experience with sharing, innovating, reusing,
collaboration, learning, and searching for knowledge.
3. From the challenges which you checked and the ones you listed, please rank the three
most important in decreasing order of importance:
1. <fill in the most important challenge>
2. <fill in the second most important challenge>
3. <fill in the third most important challenge>
4. What examples can you provide where sharing, innovating, reusing, collaboration,
learning, and searching for knowledge are working well today?
5. What examples can you provide where sharing, innovating, reusing, collaboration,
learning, and searching for knowledge worked well in the past?
6. What examples can you provide where sharing, innovating, reusing, collaboration,
learning, and searching for knowledge worked well in the past or are working well
today in other organizations?
7. What suggestions do you have for dealing with any of the challenges you identified?
8. What other needs do you have sharing, innovating, reusing, collaboration, learning,
and searching for knowledge?
9. What suggestions do you have for meeting the needs you identified?
10. Describe how knowledge management would work ideally.

8 KM 102
3b. Resource Survey
Provide a complete list of knowledge resources currently available – for each one:
1. In the last 30 days, have you used this web site?
2. If you have used the site in the last 30 days, how useful is this web site to you
in your work?
Open-ended questions
1. Are there other valuable knowledge resources you use frequently? If so, what
are they?
2. When you need to find knowledge to help you learn, where do you go first?
3. When you want to share your knowledge, where do you go first?
4. When you need to find knowledge to reuse, where do you go first?
5. When you want to collaborate with colleagues, where do you go first?
6. When you need to find knowledge to help you innovate, where do you go first?
7. Do you have comments about any of the knowledge resources mentioned in
the survey?
8. What knowledge resources would you like to see added or created?
9. Are there knowledge resources you would like to see improved? If so, how?
10. What knowledge resources do you need to access but don't know if or where
they exist?
9 KM 102
3c. Employee Satisfaction Survey
1. How satisfied are you with your manager's support for you spending
time on knowledge capture and reuse?
2. How satisfied are you with your ability to access knowledge resources
when you are at a customer site?
3. How satisfied are you with the ability of knowledge reuse activities to
save time and/or effort in bids and engagements you work on?
4. How satisfied are you with your ability to find the information and
knowledge you need to create a new bid or proposal?
5. How satisfied are you with your ability to find the information and
knowledge you need for the delivery stage of an engagement?
6. How satisfied are you with the system up-time of the online knowledge
resources you use most often?
7. How satisfied are you with the experience of using the Project Profile
Repository to identify projects similar to yours?
8. How satisfied are you with the services provided by the Knowledge
Advisors?

10 KM 102
 4. Social Networks
Collections of people who:
• Are acquainted or connected as friends, business contacts, or colleagues
• Communicate, collaborate, or help one another as needed
Internal External Where People
Where Work - Work-related - Work-related Engage
Happens - Interest-related - Interest-related
• Join and commit to
• Lack of boundaries - Personal - Personal
people
• Informal networks
• Trust accrues in
increasingly
networks of
important
relations

Where Knowledge Lives BUT…

• Rely on people for • Invisible
information • At odds with formal
• People can provide more structure
than databases

11 KM 102
 5. Communities
• Communities are groups of people
who, for a specific topic, share a:
o Specialty
o Passion
o Interest
o Role
o Concern
o Set of problems
• Community members deepen their
understanding of the topic by:
o Interacting on an ongoing basis
o Asking/answering questions
o Sharing their knowledge
o Reusing good ideas
o Solving problems
o Developing new ideas
• Fundamentals for a community
o Subject: A specialty or role
o Members: Interested people
o Interaction: Calls, discussions
o Leaders: People passionate
about the subject
o Enthusiasm: Motivation to
12 KM 102 engage and spend time
 6. Training
• Classroom courses
• Self-paced courses
• Recorded webinars
• Allows users to learn:
o What is expected of
them
o People, processes,
and tools available
to them
o How to use all of
these in order to:
▪ Share
▪ Innovate
▪ Reuse
▪ Collaborate
▪ Learn
13 KM 102
 7. Documentation
• User
guides,
manuals,
and help
files
• Allows
users to
read about:
o What is
expected of
them
o People,
processes,
and tools
available to
them
o How to use
all of these
to share,
innovate,
reuse,
collaborate,
and learn
14 KM 102
 8. Communications
• Vehicles for informing current and potential users about
progress in the KM initiative
• Web sites, team spaces, portals, wikis, forums, conference
calls, blogs, newsletters, distribution lists, and links

15 KM 102
 9. Knowledge Help Desk
• People who provide user support by phone, email, chat,
ESN, online form, etc.
• Help on using tools, finding reusable content, connecting to
knowledge sources, processes, training, & communications
• Other user assistance

16 KM 102
 10. Goals and Measurements
• Employee goals included in performance plans
• Measurements to track performance against those goals and other indicators
Examples:
- Consulting
1. Capture content and experience from bids and projects
2. Reuse content and experience in bids and projects
3. Actively participate in at least one community of practice
- Software Development
1. Contribute a reusable code module to the repository
2. Publish a white paper
3. Lead a community of practice
- Research & Development
1. Reuse a proven practice
2. Serve as an expert in the ask the expert program
3. Submit a lesson learned
- Services
1. Join a community of practice
2. Reuse a proposal for a customer
3. Collaborate using a team space
17 KM 102
 11. Incentives and Rewards
• Programs designed to encourage compliance with goals, improve performance
against metrics, and increase participation in KM initiatives
• Tangible rewards, recognition, and competitive rankings

Nomination criteria
• Spent dedicated time—over and above their designated role—to the knowledge sharing effort being
recognized
• Created and/or shared knowledge across borders (e.g., as a significant contributor to a global community,
creator of thoughtware used in multiple countries, etc.) or excelled in assisting the continual development of a
global method or tool
• Demonstrated subject-matter expertise
• Completed all work in the past twelve months
Eligibility
• All levels of client service professionals (with the exception of Principals, Partners, and Directors) are eligible.
• Both staffed and non-staffed (i.e. voluntary) efforts are eligible.
• Staffed efforts, where the time spent is significant and counted toward individual utilization, are important to
the development of the practice’s intellectual capital. Efforts that are staffed, however, need to demonstrate
an additional level of initiative whereby the group or individuals involved surpassed planned
accomplishments.
• Generally an individual/team cannot win for the same knowledge-sharing effort (e.g., knowledge champion)
two years in a row.

18 KM 102
Process Components
12. methodologies
13. creation
14. capture
15. reuse
16. lessons learned
17. proven practices
18. collaboration
19. content management
20. classification
21. metrics and reporting
22. management of change
23. workflow
24. valuation
25. social network analysis
26. appreciative inquiry and positive deviance
27. storytelling
19 KM 102
12. Methodologies
• Policies
• Rules
• Techniques
• Procedures
• Prescribe how
work it is to be
performed
• Provide proven
ways to do it
successfully

20 KM 102
 13. Creation
Inventing new
- Concepts
- Approaches
- Methods
- Techniques
- Products
- Services
- Ideas
which can be
used for the
benefit of
people and
organizations

21
 14. Capture
Collecting documents, presentations, spreadsheets, records,
processes, software source, images, audio, video, and other files
which can be used for learning, reuse, and innovation

B e s t Pr a c t i c e S h a r i n g

Opportunity Opportunity Development Negotiate

Delivery
Creation Evaluation & Bid & Close

Reuse Reuse Reuse Reuse Reuse Reuse Reuse

Capture Capture

W in/ loss Close-out

Project
Lessons Lessons
Profile
Learned Learned
Submit

Submit
Submit

Close-out Lessons
Delivery Collateral
W in/ Loss Lessons W in/ Loss Lessons
Bid Collateral Bid Collateral
Project Profile Project Profile Project Profile
(new) Update (updated) Update (updated)

22 KM 102
 15. Reuse
Putting to practical use the captured knowledge, community
suggestions, and collaborative assistance provided through
knowledge sharing
B e s t Pr a c t i c e S h a r i n g

Opportunity Opportunity Development Negotiate

Delivery
Creation Evaluation & Bid & Close

Reuse Reuse Reuse Reuse Reuse Reuse Reuse

Capture Capture

W in/ loss Close-out

Project
Lessons Lessons
Profile
Learned Learned
Submit

Submit
Submit

Close-out Lessons
Delivery Collateral
W in/ Loss Lessons W in/ Loss Lessons
Bid Collateral Bid Collateral
Project Profile Project Profile Project Profile
(new) Update (updated) Update (updated)

23 KM 102
 16. Lessons Learned
• Explaining what an individual or team has learned as a result of their experience, using
documents, presentations, discussions, and recordings
• What they tried, what worked, what didn't work, what to do, what to avoid, problems faced,
how problems were solved, what they would do differently, and key insights and nuggets

B e s t Pr a c t i c e S h a r i n g

Opportunity Opportunity Development Negotiate

Delivery
Creation Evaluation & Bid & Close

Reuse Reuse Reuse Reuse Reuse Reuse Reuse

Capture Capture

W in/ loss Close-out

Project
Lessons Lessons
Profile
Learned Learned
Submit

Submit
Submit

Close-out Lessons
Delivery Collateral
W in/ Loss Lessons W in/ Loss Lessons
Bid Collateral Bid Collateral
Project Profile Project Profile Project Profile
(new) Update (updated) Update (updated)

24 KM 102
17. Proven Practices
Selecting, documenting, and replicating processes which have proven to improve
business results so that others in similar environments or with similar needs can
benefit from proven successes

25 KM 102
18. Collaboration
Interacting with peers and colleagues to exchange ideas, share
experiences, work together on projects, and solve problems

26 KM 102
19. Content Management
• Creating, managing, distributing, publishing, and retrieving structured information
• The complete lifecycle of content as it moves through an organization

27 KM 102
20. Classification
• Creating and maintaining a taxonomy
• Can be used to organize information so that it can be readily found through
navigation, search, and links between related content

28 KM 102
21. Metrics and Reporting
• Capturing operational indicators and producing reports
• Communicate performance against goals, areas for improvement, and progress
toward the desired state
100%

80%
Percentage

60%

40%

20%

0%
Nov 04 Dec 04 Jan 05 Feb 05 Mar 05 Apr 05 May 05 Jun 05 Jul 05 Aug 05 Sep 05 Oct 05 Nov 05 Dec 05 Jan 06 Feb 06 Mar 06

Participation 22% 15% 17% 21% 21%

Capture 20% 45% 73% 52% 61% 66% 39% 84% 40% 45% 62% 105% 81% 39% 110% 44% 46%
Reuse 34% 26% 35% 33% 28% 31% 43% 32% 43% 33% 41% 32% 34% 37%

Warning: Avoid
- Capturing metrics for the sake of metrics – use to take action
29 KM 102
- Chartjunk – nice-looking, but worthless charts
22. Management of Change
• Developing a planned approach to change in an organization
• Address anticipated obstacles
• Ensure successful adoption

30 KM 102
23. Workflow
Embedding knowledge creation, capture, and reuse in business processes
so that these steps happen routinely as part of normal work

Selling Understand Identify Qualify Develop & Negotiate Implement Expand

Opportunity
Identify Opportunity Develop & Negotiate
& Close Implement
& Ensure &Expand
Extend
Stage Customer Opportunity Opportunity Propose & Close & Ensure & Extend

Roadmap Opportunity Opportunity Development Negotiate

Stage Delivery
Creation Evaluation & Bid & Close

Opportunity Scope
Bid Ts & Cs Change
SOAR Events Assessment
Approval Approval Approval
Approval

Opportunity SOW/SLA Delivery,

Opportunity
Key Profile, Lead Solution Contract Scope Change,
Plan & Initial
Deliverables Manager & &Bid & Order Risk Management,
Bid Plan
Bid Sponsor Up sell & Renewal

Opportunity Bid Start-up, Delivery

Program Reviews Qualification Assurance Win/Loss Status, Detailed
Delivery & Closeout

SOW, Lessons Close-Out

Win/Loss Snapshot, Close-Out
Project KM Content Project Profile Proposal
SOW, Project Plan Win/Loss Learned Report
Review Lessons Report
Project Plan Review
Learned

31 KM 102
24. Valuation
• Quantifying the value of reuse and innovation
• Enable it to be fully appreciated by the organization
• For customer pricing, cost benefit analysis, and project justification

32 KM 102
 25. Social Network Analysis
• Mapping and measuring of relationships and flows between people, groups,
organizations, animals, computers or other information/knowledge processing entities
• The nodes in the network are the people and groups
• The links show relationships or flows between the nodes
• Provides both a visual and a mathematical analysis of human relationships

33 KM 102
26a. Appreciative Inquiry
• Asking questions that strengthen a system's capacity to
apprehend, anticipate, and heighten positive potential
• Mobilization of inquiry through the crafting of the "unconditional
positive question"
Discovery
Affirmative “Appreciate
Topic Choice what is”

Destiny Dream
“Create what Positive Core “Imagine
will be” what might be”

Design
“Determine
what should be”

34 KM 102 Source: Maureen Sullivan and Gene Spencer

26b. Positive Deviance
Approach to change based on the observation that in any community, there are
people whose uncommon but successful behaviors or strategies enable them to
find better solutions to a problem than their peers, despite facing similar
challenges and having no extra resources or knowledge

Source: Sam Sternin

35 KM 102
27. Storytelling
Using narrative to ignite action, implement new ideas, communicate who you are,
build your brand, instill organizational values, foster collaboration to get things done,
share knowledge, neutralize gossip and rumor, and lead people into the future

Source: Shawn Callahan

36 KM 102
Technology Components
28. user interface, user experience, and usability
29. intranet
30. team spaces
31. virtual meeting rooms, videoconferencing, and telepresence
32. portals and digital workplace
33. repositories and knowledge bases
34. threaded discussions and Enterprise Social Networks (ESNs)
35. expertise locators and ask the expert
36. metadata and tags
37. search engines and enterprise search
38. archiving, document management, and records management
39. blogs
40. wikis
41. podcasts and videos
42. syndication, aggregation, and subscription
43. social software and social media
44. external access and extranets
45. workflow applications
46. process automation
47. gamification applications and digital badges
48. e-learning
49. analytics and business intelligence
50. cognitive computing and artificial intelligence
37 KM 102
28. User Interface
• The point of entry to a knowledge base
• Provides navigation, search, communication, help, news, site
index, site map, and links to all tools

38 KM 102
 • Private computer network
29. Intranet • Uses Internet protocols, network connectivity, and possibly the
public telecommunication system to securely share part of an
organization's information or operations with its employees

39 KM 102
30. Team Space
Collaborative workspaces that allow teams to:
• Share documents, libraries, schedules, and files
• Conduct meetings, calls, surveys, and polls
• Store meeting minutes, discussions, reports, and plans

40 KM 102
31a. Virtual Meeting Room
Online, real-time tools designed to allow teams to share
presentations, applications, and white boards during meetings

41 KM 102
31b. Videoconferencing & Telepresence
• Videoconferencing: Technology that allows two or more locations to
communicate by simultaneous two-way video and audio transmissions
• Telepresence: Technology that allows a person to feel as if they were present,
to give the appearance of being present, at a place other than their true location

42 KM 102
32. Portal
• Customizable web sites
• Provide personalized capabilities to users through the use of
customization, building blocks, and integration of multiple sources

43 KM 102
33. Repository
• Structured lists and databases
• Allow documents and other files to be stored, searched for, and
retrieved

44 KM 102
 34. Threaded Discussions and ESNs
• Forums for carrying on discussions among subscribers on a specific subject
• Online and email posts and replies with searchable archives
• Discussions grouped by threads to show the complete history on each topic
• Enterprise Social Networks (ESNs)

45 KM 102
35. Expertise Locator
• Systems for finding experts on particular subjects
• Allows individuals to enter details about what they know and can do
• Allows others to search for all people having desired skills, experience, or knowledge

46 KM 102
36. Metadata and Tags
• Information about information
• Data fields added to documents, web sites, files, lists, photos, videos, music, and objects
• Allows related items to be listed, searched for, navigated to, syndicated, and collected

47 KM 102
37. Search Engine
• Tools which allow searching for documents, files, list items, content, and
answers to questions
• Allow specifying the scope or domain of the search, whether to search on text
or metadata, and how results should be presented

48 KM 102
38. Archiving
• Offline file storage for legal, audit, or historical purposes
• Uses cold storage, tapes, CDs, or other long-term media

49 KM 102
 • Web sites where entries are made (such as in a journal or diary), displayed in
39. Blog •
a reverse chronological order
Often provide commentary or news on a particular subject
• Some function as personal online diaries or logbooks; combine text, images,
and links to other blogs and web sites
• Typically provide archives in calendar form, local search, syndication feeds,
reader comments, trackback links from other blogs, blogroll links to other
recommended blogs, and categories of entries tagged for retrieval by topic

50 KM 102
40. Wiki
• Web sites that allow users to easily add, remove, edit, and change most available
content, while preserving all versions so that old ones can be reverted to
• Effective for collaborative writing and self-service web site creation and maintenance

51 KM 102
41a. Podcast
• Recorded broadcasts that can be listened to online, or downloaded manually or
automatically through syndication
• Can be listened to on mobile devices at the listener's convenience

52
41b. Video
• Video recordings
• Can be viewed online or on mobile devices

53 KM 102
42a. Syndication
• Using feeds available from a web site to provide an updated list of its content in the form
of a subscription
• Can be embedded in a portion of a web site,
• Typically uses RSS or Atom syndication and .rss, .xml, or .rdf files for the feeds

54 KM 102
42b. Aggregation
• Compiled content from multiple sources
• Collection of disparate content on a particular topic or for a specific person or category

55 KM 102
42c. Subscription Management
Tools that allow content providers to reach subscribers on an opt-in basis, and subscribers
to sign up to receive periodicals and other communications based on their interests

56 KM 102
43. Social Software and Social Media
• Tools that facilitate social networking
• Personal web pages including bios, photos, interests, audio and video, links to friends,
messages from friends, and personal social networks
• Formerly Web 2.0 and Enterprise 2.0

57 KM 102
44. External Access and Extranet
• Capability for users outside of a company's firewall to have access to selected web sites
and team spaces
• Allows collaboration with retirees, partners, and customers who would otherwise be
blocked from the company's internal network
• Requires technical, security, and legal elements

58 KM 102
45. Workflow Applications
Software that connects and sequences different applications,
components, and people, all of which must be involved in the
processing of data to complete an instance of a process

59 KM 102
46. Process Automation
Tools that automate previously manual processes, for example:
• Production of proposals
• Creation of presentations
• Design of products
• Surveys
• Metrics

60 KM 102
47. Gamification and Digital Badges
• Systems for awarding and tracking points for desired knowledge management behaviors
• Both automatically as triggered by events and manually through forms entry

61 KM 102
48. e-learning
Tools that enable the delivery and tracking of online training courses

62 KM 102
49. Analytics & Business Intelligence
• Discovery & communication of meaningful patterns in data & text
• The ability for an organization to take all its capabilities and
convert them into knowledge

63 KM 102
 50. Cognitive Computing and AI
• Simulation of human thought processes in a computerized model, involving self-
learning systems that use data mining, pattern recognition and natural language
processing to mimic the way the human brain works
• The capacity of a computer to perform operations analogous to learning and
decision making in humans, as by an expert system

64 KM 102
LinkedIn Posts https://www.linkedin.com/today/author/stangarfield
 For additional information
• Join the SIKM Leaders CoP http://tech.groups.yahoo.com/group/sikmleaders/
• Twitter @stangarfield
• Site http://sites.google.com/site/stangarfield/
• Implementing a Successful KM Program
https://www.linkedin.com/pulse/implementing-successful-km-program-100th-
post-20-years-stan-garfield

Implementing Successful Knowledge Gaining Buy-in Managing the ROI Proven Practices for
a Successful Leadership: for KM (chapter of Knowledge Promoting a
KM Program Principles and Practice author) Obtaining Management Knowledge
(author) (chapter author) Support for KM: (chapter author) Management
The Modern The Ten The Case against Program (author)
Knowledge Leader: Commitments ROI
A Results-Oriented
Approach
 Bonus: 100 Knowledge Management Specialties
1. Sharing, culture, organizational design, and change management
2. Innovation, invention, creativity, and idea generation
3. Reuse, proven practices, lessons learned, and knowledge retention
4. Collaboration and communities
5. Learning, competency development, and training
6. Goals, measurements, incentives, gamification, recognition, and rewards
7. Social networks, organizational networks, value networks, and network analysis
8. Expertise location and personal profiles
9. Communications
10. Facilitation and knowledge transfer
11. User support and Knowledge-Centered Support
12. Content management, document management, and records management
13. Analytics, text analytics, visualization, metrics, and reporting
14. Project management, process management, Agile development, workflow, planning, decision making, and checklist
15. Knowledge audit, knowledge mapping, knowledge modeling, peer assist/retrospect, After Action Review,
sensemaking, and ritual dissent
16. Appreciative inquiry, positive deviance, and Most Significant Change
17. Storytelling, narrative, anecdote circles, BarCamp/unconference, and World Café
18. Information architecture, usability, user interface, and user experience
19. Search, findability, taxonomy, ontology, metadata, tagging, and semantic web
20. Portals, intranets, and websites
21. Big data, databases, repositories, business intelligence, data warehouses, and data lakes
22. Competitive intelligence, customer intelligence, market intelligence, and research
23. Digital workplace, social business, and social media tools
24. Cognitive computing, artificial intelligence, natural language processing, machine learning, and neural networks
25. Wisdom of crowds, crowdsourcing, collective intelligence, and prediction markets
67 KM Specialties
 1. Sharing: allowing someone else to use something that you have – what you have learned, created, or

proved – so that others can learn from your experience and reuse what you have already done

Repositories
Collaboration
Question, problem, Answer or
Spaces
or need
solution
Discussion Forums
Search Post Reply

Share insights,
Measurements & Rewards

problem solutions, Knowledge in

Policies & Procedures

Tacit

& reusable content

People Archive answers
for future
reuse

Knowledge in
Explicit

Documents and
Databases
68 KM Specialties
2. Culture: the way things are done in an organization, and what things are considered to be important and taboo

Example: Mindtree
1. Caring – requires empathy,
trust; needed to enable
sharing and individual push
of knowledge
2. Learning – required for
individual pull of
knowledge
3. Achieving – high
performance requires
resourcefulness and heavy
reliance on knowledge
4. Sharing – active
cooperation; requires fair
process, openness,
transparency.
5. Social Responsibility – an
outward extension of all the
above values

69 KM Specialties
 3. Organizational design: the alignment of structure, process, rewards, metrics and talent with the

strategy of the business

Vision

Strategy

Design Requirements

High Level Design

Organization Design

RETENTION SYNERGIES

STAFFING & SELECTION

70 KM Specialties
4. Change management: developing a planned approach to change in an organization to address anticipated

obstacles and to ensure successful adoption

Communication Stakeholders Value

Sufficient information Proposition
communicated effectively Clear and strong
Management business case
Y G
Leadership

Y G
People Vision
Enablement Focus
Understanding personal Clear understanding
Role in business transformation R Y
Y G of the ‘why’ and ‘what’
Project Core
Team

Y G
R Y
G
Organizational Leadership/
Infrastructure Sponsorship
and Culture G Competent management
Culture is aligned and visible commitment
with and can support
the new vision

No data at this time. Y Areas of potential concern. Competing Initiatives

Other initiatives will not impact
R Areas of obstacles to change. G Area ready for change. implementation negatively

71 KM Specialties
 5. Innovation: the process by which an idea is translated into a good or service for which people will pay

1. Strategy & Funding Layer: Sets the vision and goals

for the innovation program and allocate the high-level
funding committed to achieve these goals

Strategy & Funding

Innovation Strategy
Corporate Strategy
& Funding Model
2. Governance Layer: Establishes
clear roles, decision rights and Governance
support mechanisms to enable
the innovation program and
decision making at different Innovation Process 3. Process Layer: Defines
process “gates” Sensing
the processes which enable
Engine
innovation activities (from
Idea
generation
Idea
selection
Idea
implementation
Idea
diffusion
sensing through to
implementation and diffusion)
and which manage the
4. Tools & Technology Layer: innovation pipeline of ideas
Selects the applications or systems Tools & Technology
used to support the needs of the innovation
program (e.g. ideation platform, portfolio
Leadership Commitment Communications
management)
Culture

Performance Management Recruiting, Training

& Recognition & Development

5. Culture Layer: Creates the interaction of the

innovation program with individual employees and
enables a culture of innovation
72 KM Specialties
 6. Invention: a unique or novel device, method, composition or process

Innovations are qualitative new products, services or processes that differ distinctly from their reference state. 1

While innovation is an improvement, an invention is the creation of a novelty based on research. Moreover, the
consequent customer orientation distinguishes Innovation from Invention. 2

Invention Innovation

Result of Research Development

Technical problem Proposition of a customer

Result
solving potential oriented problem solving

Prerequisite for Legal foundation Economic foundation

Successful in Patent filing Market success

Invention does not Innovation is Innovation is not

lead to Innovation based on Invention based on Invention

1) Hauschildt & Salomo, 2007

2) Littkemann, 2005

73 KM Specialties
 7. Creativity: imaginative behavior characterized by originality and expressiveness

74 KM Specialties
8. Idea generation: the creative process of generating, developing, and communicating new ideas, where

an idea is understood as a basic element of thought that can be either visual, concrete, or abstract

75 KM Specialties
9. Reuse: using an item again after it has been used once – in particular, what others have already learned,

created, and proved – in order to save time and money, minimize risk, and be more effective and efficient

B e s t Pr a c t i c e S h a r i n g

Opportunity Opportunity Development Negotiate

Delivery
Creation Evaluation & Bid & Close

Reuse Reuse Reuse Reuse Reuse Reuse Reuse

Capture Capture

W in/ loss Close-out

Project
Lessons Lessons
Profile
Learned
Submit Learned

Submit
Submit

Close-out Lessons
Delivery Collateral
W in/ Loss Lessons W in/ Loss Lessons
Bid Collateral Bid Collateral
Project Profile Project Profile Project Profile
(new) Update (updated) Update (updated)

76 KM Specialties
10. Proven practices: selecting, documenting, and replicating processes which have proven to improve business

results so that others in similar environments or with similar needs can benefit from the proven successes

77 KM Specialties
 11. Lessons learned: explaining what an individual or team has learned as a result of their experience, using

documents, presentations, discussions, and recordings – including what they tried, what worked, what

didn't work, what to do, what to avoid, problems faced, how problems were solved, what they would do

differently, and key insights and nuggets

78 KM Specialties
 12. Knowledge retention: methods of capturing or maintaining access to the knowledge of workers leaving

an organization due to new jobs, retirement, promotion, relocation, and role changes; temporary work,

contracting, consulting, and outsourcing; mergers, acquisitions, consolidations, and reorganizations;

changes in strategy, focus, or specialty; workforce reductions; short-term job mentality; disillusionment;

death, illness, and care giving

79 KM Specialties Source: Nick Milton

13. Collaboration: interacting with peers and colleagues to exchange ideas, share experiences, work together

on projects, and solve problems

80 KM Specialties
14. Communities: groups of people who share a concern, a set of problems, or a passion about a topic,

and deepen their understanding and knowledge of this area by interacting on an ongoing basis

• Subject: A specialty or topic to learn

and collaborate about
• Members: People interested in the
subject who will join and pay
attention
• Interaction: Meetings, calls, and
discussions
• Leaders: People passionate about
the subject who are dedicated to
creating, building, and sustaining a
community and will spend the time to
do so
• Enthusiasm: Members and leaders
motivated to engage with each other
and to spend time collaborating and
learning about the subject

81 KM Specialties
15. Learning: the act of gaining knowledge from others, from existing information, and by doing

82 KM Specialties
 16. Competency development: define the competencies employees need to develop to improve

performance in their current job or to prepare for other jobs via promotion or transfer; plan and implement

83 KM Specialties
 17. Training: classroom courses, self-paced courses, and recorded webinars which allow users to learn

what is expected of them; the people, processes, and tools which are available to them; and how to use all

of these in order to learn, share, reuse, collaborate, and innovate

84 KM Specialties
18. Goals: employee targets included in performance plans and communicated and inspected regularly

Consulting
1. Capture content and experience from bids and projects
2. Reuse content and experience in bids and projects
3. Actively participate in at least one community of practice

Software Development
1. Contribute a reusable code module to the repository
2. Publish a white paper
3. Lead a community of practice

Research & Development

1. Reuse a proven practice
2. Serve as an expert in the ask the expert program
3. Submit a lesson learned

Services
1. Join a community of practice
2. Reuse a proposal for a customer
3. Collaborate using a team space
85 KM Specialties
19. Measurements: numerical and visual tracking of performance against goals and operational indicators

86 KM Specialties
20. Incentives: programs designed to encourage compliance with goals, improve performance against metrics,

and increase participation in KM initiatives – includes points, badges, and competitive rankings

87 KM Specialties
21. Gamification: application of typical elements of game playing (e.g., point scoring, competition with others,

rules of play) to other areas of activity to encourage engagement with a process or tool

88 KM Specialties
22. Recognition: praise, publicity and promotion

Nomination criteria
• Spent dedicated time—over and above their designated role—to the knowledge sharing effort
being recognized
• Created and/or shared knowledge across borders (e.g., as a significant contributor to a global
community, creator of thoughtware used in multiple countries, etc.) or excelled in assisting the
continual development of a global method or tool
• Demonstrated subject-matter expertise
• Completed all work in the past twelve months
Eligibility
• All levels of client service professionals (with the exception of Principals, Partners, and Directors)
are eligible.
• Both staffed and non-staffed (i.e. voluntary) efforts are eligible.
• Staffed efforts, where the time spent is significant and counted toward individual utilization, are
important to the development of the practice’s intellectual capital. Efforts that are staffed, however,
need to demonstrate an additional level of initiative whereby the group or individuals involved
surpassed planned accomplishments.
• Generally an individual/team cannot win for the same knowledge-sharing effort (e.g., knowledge
champion) two years in a row.

89 KM Specialties
23. Rewards: financial and tangible awards

90 KM Specialties
 24. Social Networks: collections of people who are acquainted or connected as friends, business

contacts, or colleagues and communicate, collaborate, or help one another as needed

Where People
Where Work
Engage
Happens
• Join and commit to
• Lack of boundaries
people
• Informal networks
• Trust accrues in
increasingly
networks of
important
relations

Where Knowledge Lives BUT…

• Rely on people for • Invisible
information • At odds with formal
• People can provide more structure
than databases

91 KM Specialties
 25. Organizational networks: informal networks of personal relationships, rather

than the formal organization structures – the network behind the org chart

Source: Yavar Naddaf

92 KM Specialties Source: Valdis Krebs

 26. Value networks: the natural way that work gets done – any set of roles and interactions that

generates a specific kind of business, economic, or social good; value network modeling

provides a human-centric, role-based, network view of any business activity

93 KM Specialties
Source: Verna Allee
 27. Network analysis: mapping and measuring of relationships and flows between people, groups,

organizations, animals, computers or other information/knowledge processing entities; the nodes in

the network are the people and groups while the links show relationships or flows between the nodes

– provides both a visual and a mathematical analysis of human relationships (from Valdis Krebs)

94 KM Specialties
28. Expertise location: finding experts on particular subjects by searching explicitly for, or otherwise being

made aware of, all people in an organization having desired skills, experience, or knowledge

95 KM Specialties
 29. Personal profiles: online tools which allow individuals to enter details about who they are, where they

are, what they know and can do, and their affiliations – and which aggregate their contributions., social

media posts, and other activities in order to provide others with a comprehensive, searchable view

96 KM Specialties
 30. Communications: vehicles for informing current and potential users about news, progress, functionality,

success stories, documentation, and instruction using multiple channels (online, email, audio, video, etc.)
Newsletter

97 KM Specialties
31. Facilitation: the process of designing and running a successful meeting, serving the needs of any

group (decision making, problem solving, knowledge sharing, knowledge elicitation, innovation, etc.)

98 KM Specialties Source: Kevin Kuhne

32. Knowledge transfer: methodical replication of the expertise, wisdom, and tacit knowledge of critical

professionals into the heads and hands of their coworkers; planned movement of the right skills and information

at the right time to keep a workforce prepared, productive, innovative, and competitive (from Steve Trautman)

99 KM Specialties Source: Katrina Pugh

 33. User support: people who provide support by phone, email, chat, or social media to users, including

consulting on tools, finding content, connecting to knowledge sources, and supporting processes

100 KM Specialties
 34. Knowledge-Centered Support (KCS): a methodology and a set of practices and processes that

focuses on knowledge as a key asset of the customer/technical support organization

101 KM Specialties
Source: Consortium for Service InnovationTM
35. Content management: creating, managing, distributing, publishing, and retrieving structured information

– the complete lifecycle of content as it moves through an organization

102 KM Specialties
36. Document management: tracking and storing electronic documents and/or images of paper documents,

keeping track of the different versions modified by different users (history tracking) and archiving as needed

103 KM Specialties
37. Records management: maintaining the records of an organization from the time they are created up to their

eventual disposal. This may include classifying, storing, securing, archiving, and destroying records.

104 KM Specialties
 38. Analytics: discovery and communication of meaningful patterns in data

105 KM Specialties
 39. Text analytics: analyzing unstructured text, extracting relevant information, and transforming

it into useful business intelligence

106 KM Specialties
 40. Visualization: techniques for creating images, diagrams, or animations to communicate a message

Source: Tableau
107 KM Specialties
 41. Metrics: indicators on performance and activity

100%

80%
Percentage

60%

40%

20%

0%
Nov 04 Dec 04 Jan 05 Feb 05 Mar 05 Apr 05 May 05 Jun 05 Jul 05 Aug 05 Sep 05 Oct 05 Nov 05 Dec 05 Jan 06 Feb 06 Mar 06

Participation 22% 15% 17% 21% 21%

Capture 20% 45% 73% 52% 61% 66% 39% 84% 40% 45% 62% 105% 81% 39% 110% 44% 46%
Reuse 34% 26% 35% 33% 28% 31% 43% 32% 43% 33% 41% 32% 34% 37%

108 KM Specialties
42. Reporting: collecting, publishing, and distributing metrics and producing reports to communicate

performance against goals, areas for improvement, and progress toward the desired state

109 KM Specialties
 43. Project management: the discipline of planning, organizing, securing, managing, leading, and

controlling resources to achieve specific goals

Initiate Plan Execute Monitor and Control Close

Project Project Project Project Project

Program Organization Communications Management Communications Management

• Create Organizational Structure • Plan Stakeholder Communications • Track Milestones
• Define Roles and Responsibilities • Define/Manage Information Flow • Asses Work Progress
• Plan Schedule and Budget • Conduct Reviews • Analyze Cost/Schedule Variances
• Establish Standards • Report Progress/Costs

Personnel Management Personnel Management Risk Management

• Determine Staffing Needs • Establish Quality Approach • Define Risk Management Approach
• Acquire and Develop Team • Perform Quality Assurance • Identify and Analyze Risks
• Manage Team • Conduct Quality Control • Plan Responses and Monitor Risks
• Implement Process Improvements • Respond to Issues

Deliver Products and Services (Examples)

• Program Management Plan • Quality Audit Reports • Business Report

• Risk Register and Action Plan • Delivery Order Status Reports • Subcontracting
• Program Kickoff Meetings • Order and Financial Status • Data and Analysis

PM-01

110 KM Specialties
44. Process management: the application of knowledge, skills, tools, techniques and systems to define,

visualize, measure, control, report and improve processes

111 KM Specialties
46. Workflow:

1. embedding knowledge creation, capture, and reuse in business processes so that these steps happen

routinely as part of normal work

2. software which connects and sequences different applications, components, and people, all of which must

be involved in the processing of data to complete an instance of a process

112 KM Specialties
47. Planning: the process of thinking about and organizing the activities required to achieve a desired goal,

including the creation and maintenance of a plan

113 KM Specialties
48. Decision making: mental processes resulting in the selection of a course of action among several

alternative scenarios; produces a final choice which is an action or an opinion

Source: Athivia College

114 KM Specialties
 49. Checklist: job aid used to reduce failure by compensating for potential limits of human memory and

attention; helps to ensure consistency and completeness in carrying out a task

115 KM Specialties
50. Knowledge audit: formal determination and evaluation of how and where knowledge is used in business

processes; identifies implicit user needs and explicit information stores to evaluate all information resources

and workflows, and determine enterprise user access requirements; rigorous process using questionnaires,

interviews and resource descriptions

Source: Patrick Lambe

116 KM Specialties
51. Knowledge mapping: presenting what knowledge resides where (e.g., people, media, organizational units,

or sources of knowledge outside the organization) and demonstrating the patterns of knowledge flow

Source: Deependra Tandukar

117 KM Specialties
52. Knowledge modeling: process of creating a computer-interpretable model of knowledge or standard

specifications about a kind of process, facility, or product; cross-disciplinary approach to capture and model

knowledge into a reusable format for purpose of preserving, improving, sharing, substituting, aggregating

and reapplying it

118 KM Specialties
53. Peer assist/retrospect: peer assist - bringing together a group of peers to elicit feedback on a problem,

project, or activity, and to draw lessons from the participants' knowledge and experience; retrospect -

structured and facilitated knowledge capture meeting at the end of a project, involving as many of the

project team as possible; quick and effective way of capturing knowledge before team disbands; if a member

from the next team to undertake a similar business challenge participates in the discussion, a retrospect for

one team can serve as a peer assist for the next

Source: Paul Corney

119 KM Specialties
 54. After Action Review (AAR): structured review or debrief process for analyzing what happened, why it

happened, and how it can be done better by the participants and those responsible for the project or event

Source: Chris Collison

120 KM Specialties
Source: Don Clark
55. Sensemaking: the process of creating situational awareness and understanding in situations of high

complexity or uncertainty in order to make decisions; a motivated, continuous effort to understand connections

(which can be among people, places, and events) in order to anticipate their trajectories and act effectively

“How do we make sense of the world so we

can act in it?” – Dave Snowden

Source: Said Hamideh

121 KM Specialties
56. Ritual dissent: workshop method designed to test and enhance proposals, stories, or ideas by subjecting

them to dissent (challenge) or assent (positive alternatives); forced listening technique, not a dialogue or

discourse • Appoint a spokesperson for

presentation. Have a resilient and robust
personality and not bear a grudge.
• Invite a critical audience. Have enough
outsiders to have a different perspective
on the issue than you have within the
working group.
• Short presentation of the ideas, proposal,
concept or similar that are to be
challenged by the group. The
spokesperson presents to silence, no
comments by the audience are wanted
yet. Limit the presentation to 3 minutes.
• The challenge: The spokesperson is
given a clipboard for taking notes and
turns around. The group attacks the ideas
Source: Dave Snowden
with complete vigor. The spokesperson
listens in silence and takes notes.
• Conclusions: The spokesperson takes
some time to reflect on what he has heard.
The spokesperson then turns around to
face the group again and tells the group
122 KM Specialties
what was learned.
57. Appreciative Inquiry: asking questions that strengthen a system's capacity to apprehend, anticipate, and

heighten positive potential – mobilization of inquiry through the crafting of the "unconditional positive

question"

Discovery
Affirmative “Appreciate
Topic Choice what is”

Destiny Dream
“Create what Positive Core “Imagine
will be” what might be”

Design
“Determine
what should be”

123 KM Specialties
Source: Maureen Sullivan and Gene Spencer
58. Positive Deviance: an approach to change based on the observation that in any community, there are

people whose uncommon but successful behaviors or strategies enable them to find better solutions to a

problem than their peers, despite facing similar challenges and having no extra resources or knowledge

124 KM Specialties Source: Cheryl Ann Creen

59. Most Significant Change: monitoring and evaluation technique used for evaluating complex interventions,

based on a qualitative, participatory approach, with stakeholders involved in all aspects of the evaluation;

involves the generation of significant change stories by various stakeholders involved in the intervention – the

more significant of these stories are then selected by the stakeholders and in depth discussions of these

stories take place

Source: Rick Davies and Jess Dart

125 KM Specialties
60. Storytelling: recounting an event that happened to you, to someone you know, or from another source,

engaging the listener by pulling them into the story to participate in the conversation, rather than telling them

what to think; an effective story is surprising, emotional but most importantly it must be credible

126 KM Specialties Source: Steve Denning

61. Narrative: the structure of events — the architecture of the story, comparable to the design of a building;

Story is the sequence of events, the order in which the narrative occurs — the tour through the building

127 KM Specialties Source: Steve Denning

62. Anecdote circles: short tales narrating an interesting or amusing biographical incident, always

based on real life, an incident involving actual persons, whether famous or not, in real places

128 KM Specialties Source: Shawn Callahan

63. BarCamp/Unconference: loosely-structured conference emphasizing the informal exchange of information

and ideas between participants, rather than following a conventionally structured program of event

129 KM Specialties
 64. World Café: structured conversational process intended to facilitate open and intimate

discussion, and link ideas within a larger group to access the collective intelligence or collective

wisdom in the room; participants move between a series of tables where they continue the

discussion in response to a set of questions, which are predetermined and focused on specific goals

130 KM Specialties
 65. Information architecture: the structural design of shared information environments; a discipline and

a set of methods that aim to identify and organize information in a purposeful and service-oriented way;

the resulting document or documents that define the facets of a given information domain.

Source: Peter Morville

and Lou Rosenfeld

Source: Jennifer Farley

131 KM Specialties
 66. Usability: making products and systems easier to use, and matching them more closely to user

needs and requirements

Source: Jakob Nielsen

132 KM Specialties Source: The Website Marketing Group

67. User interface: the point of entry to a knowledge base that provides navigation, search, communication,

help, news, site index, site map, and links to all tools

133 KM Specialties
68. User experience: a person's perceptions and responses that result from the use or anticipated use of a

product, system or service

134 KM Specialties Source: João Rufino Source: Peter Morville

69. Search: tools which help find documents, files, list items, content, and answers to questions – they

allow specifying the scope or domain, whether to search text or metadata, and how results are presented

135 KM Specialties
70. Findability: the ease with which information contained on a website can be found, both from outside the

website (using search engines) and by users already on the website

Source: Peter Morville

Source: Patrick Lambe

136 KM Specialties
71. Taxonomy: a particular classification arranged in a hierarchical structure that can be used to organize

information so that it can be readily found through navigation, search, and links between related content

137 KM Specialties
 72. Ontology: formal specification of a conceptualization; renders shared vocabulary and taxonomy which

models a domain with the definition of objects and/or concepts and their properties and relations; the

representation of entities, ideas, and events, along with their properties and relations, according to a

system of categories

Source: Adaptive Information/Adaptive Innovation/Adaptive Infrastructure

138 KM Specialties
73. Metadata:

Structural – design and specification of data structures: “data about the containers of data”

Descriptive – about individual instances of application data (the content): "data about data content"

139 KM Specialties
 74. Tagging: adding non-hierarchical keywords or terms to documents, websites, files, lists, or social

media content – allows related items to be listed, searched for, navigated to, and aggregated

140 KM Specialties
75. Semantic web: a mesh of information linked up to be easily processed by machines, on a global scale; a

web of data – of dates, titles, part numbers, chemical properties and any other data one might conceive of;

RDF provides the foundation for publishing and linking data; and RDF triple is subject, predicate, object

141 KM Specialties
Source: Steve Bratt
76. Portals: websites which provide personalized capabilities to users through the use of customization,

building blocks, and integration of multiple sources

142 KM Specialties
77. Intranets: a private computer network which uses Internet Protocol technology to share information,

operational systems, or computing services within an organization

143 KM Specialties
 78. Websites: sets of related web pages containing content such as text, images, video, audio, etc.

144 KM Specialties
 79. Big data: extremely large data sets that may be analyzed computationally to reveal patterns,

trends, and associations, especially relating to human behavior and interactions

145 KM Specialties
 80. Databases: collections of information organized for easy access, management, and updating

146 KM Specialties
81. Repositories: structured lists and databases which allow documents and other files to be

stored, searched for, and retrieved

147 KM Specialties
 82. Business intelligence: the ability for an organization to take all its capabilities and convert

them into knowledge

Business Intelligence Discipline
Serves as insights / subject matter organizational center. Gathers
data from across the organization, synthesizes findings, and delivers
actionable insights that support enhanced decision making

Business
Governance Technology Communication & Standards &
Intelligence
Board Integration Delivery Education
Strategy

Business Intelligence (BI)

Business
Intelligence

Enterprise

Members / Marketing
information Enterprise Data

(e.g. preferences, history)

(e.g. geographic location)

(e.g. profitability, SKUs)
Management Warehouses

(e.g. service metrics )

Strategy

Distribution

Operations
(e.g. cash flow)
Business

Products

Finance
Intelligence/
Data
Warehousing

Structured ETL for BI/DW

Search Solutions

Analytics

Analytics / IT Infrastructure

148 KM Specialties
 82. Data warehouses: copies of transaction data specifically structured for querying and reporting

149 KM Specialties
 84. Data lakes: storage repository that holds a vast amount of raw data in its native format, including

structured, semi-structured, and unstructured data; the data structure and requirements are not

defined until the data is needed

Source: Dell EMC

150 KM Specialties
 85. Competitive intelligence: defining, gathering, analyzing, and distributing intelligence about products,

customers, competitors and any aspect of the environment needed to support making strategic decisions

Source: Simon International LLC

151 KM Specialties
 86. Customer intelligence: gathering and analyzing information regarding customers, their details and

their activities, in order to build deeper and more effective customer relationships and improve strategic

decision making

152 KM Specialties
 87. Market intelligence: information relevant to a company’s markets, gathered and analyzed specifically for

the purpose of accurate and confident decision-making in determining market opportunity, market

penetration strategy, and market development metrics

153 KM Specialties
 88. Research: collecting and analyzing information to increase the understanding of a topic or issue

154 KM Specialties
89. Digital workplace: using an intranet as a platform for information sharing, interoperability, user-centered

design, and collaboration; allows users to interact and collaborate with each other in a social media dialogue

as creators (prosumers) of user-generated content in a virtual community, in contrast to intranet sites where

users (consumers) are limited to the passive viewing of content created for them

Source: Dion Hinchcliffe

155 KM Specialties
90. Social business: Enterprise Social Networks, and using blogs, wikis, video sharing sites, podcasts,

mashups, tags, tag clouds, pins, ratings, and folksonomies within an enterprise

156 KM Specialties Source: Ross Dawson

91. Social media tools: web- and mobile-based technologies which are used to turn communication into

interactive dialogue among organizations, communities, and individuals

157 KM Specialties
Source: Fred Cavazza
 92. Cognitive computing: simulation of human thought processes in a computerized model,

involving self-learning systems that use data mining, pattern recognition and natural language

processing to mimic the way the human brain works; makes a new class of problems computable,

addressing complex situations that are characterized by ambiguity and uncertainty

158 KM Specialties
 93. Artificial intelligence: the capacity of a computer to perform operations analogous to learning and

decision making in humans, as by an expert system,

Source

159 KM Specialties
 94. Natural language processing: a branch of artificial intelligence that deals with analyzing, understanding

and generating the languages that humans use naturally in order to interface with computers in both written

and spoken contexts using natural human languages instead of computer languages.

160 KM Specialties Source: Kathryn Zeidenstein

 95. Machine learning: giving computers the ability to learn without being explicitly programmed; a

method of data analysis that automates analytical model building; using algorithms that iteratively

learn from data to find hidden insights without being explicitly programmed where to look

161 KM Specialties
 96. Neural networks: computing systems made up of a number of simple, highly interconnected

processing elements, which process information by their dynamic state response to external inputs;

artificial neural networks (ANNs) are algorithms or actual hardware that are loosely modeled after

the neuronal structure of the mammalian cerebral cortex but on much smaller scales

Source
162 KM Specialties
97. Wisdom of crowds: the process of taking into account the collective opinion of a group of individuals

rather than a single expert to answer a question. A large group's aggregated answers to questions involving

quantity estimation, general world knowledge, and spatial reasoning has generally been found to be as good

as, and often better than, the answer given by any of the individuals within the group

DARPA Network Challenge

163 KM Specialties
98. Crowdsourcing: the practice of obtaining needed services, ideas, or content by soliciting contributions

from a large group of people and especially from the online community rather than from traditional

employees or suppliers

164 KM Specialties
 99. Collective intelligence: a form of universally distributed intelligence, constantly enhanced, coordinated in

real time, and resulting in the effective mobilization of skills

Source: Olga Generozova

165 KM Specialties
 100. Prediction markets: speculative markets created for the purpose of making predictions; the current

market prices can then be interpreted as predictions of the probability of the event or the expected value of

the parameter.

166 KM Specialties
KM methods: procedures and techniques characteristic of the discipline/field of knowledge management
http://www.greenchameleon.com/uploads/KM_Method_Cards_Guide.pdf

© 2011 Straits Knowledge

167 KM Specialties