BBK3253 Knowledge Management Prepared by Dr Khairul Anuar L7: Developing and Managing Knowledge Repositories www.notes638.wordpress.com
1. Describe the key features of an effective knowledge repository 2. Outline how knowledge mapping can improve recall and precision 3. Describe the processes involved in creating a knowledge map and outline the key principles of building a knowledge taxonomy
Knowledge repositories are important mechanisms for managing knowledge content in a systematic and methodical way. They are important in pulling together the core knowledge which should be readily accessible to the knowledge community. However, the real value of the repository emerges when it is managed in a systematic manner to provide a single access point for all critical knowledge activities and sources
Repositories are designed to optimise the use by knowledge users. Careful planning and management ensures it is strongly used and supported by those users, so that it generates ongoing relevance to their needs. Today s session will examine two major processes in detail: the development of the knowledge repository, and the related process of creating knowledge map which assists with structuring the repository content. It will also explore the maintenance issues which need to be considered to ensure the repository remains relevant.
Link users and core knowledge; Operate as a single point of entry to help people find relevant information from many different organisational sources; Codify explicit knowledge in a logical manner to enable better use and identification of core knowledge; Direct the user to enabling sources (such as people, organisational units or groups, websites, policies and other sources) which can guide or inform the knowledge user; Provide a vehicle for contributing new knowledge which ensures it is well managed and retrievable by all concerned parties; Provide personalised knowledge services which enable the individual to keep track of new content and additions.
Knowledge repository content Repositories draw together many different forms of knowledge about the organisation and its operation. Salisbury and Plass suggest that four types of knowledge are normally represented. These are: Factual terminology, specific details and elements or organisational practice Conceptual theories, models, principles and generalisations Procedural skills, techniques and methods Meta-cognitive learning, thinking, problem-solving
Knowledge repository features Links to organisational and external sources Communication forums Case studies and histories Discussion topics Contribution channel Reference materials and sources User assistance on the system and indexes Search services
A repository can include many features. It can be seen that many of these features in the previous slide encourage ongoing interaction and effective use of the sources which are to be found across the organisation. A key element of repositories is the encouragement of interaction as well as interrogation. Repositories are designed to build new knowledge through organisational engagement with the content. This means that knowledge in the repository will be dynamic, evolving and growing as people use it and share it back. This is why content management and control is important.
Notice too, the emphasis on providing user assistance. Repositories provide strong support to users so that they can gain the optimal outcomes from using the system. This is partly achieved by anticipating user needs and building support of various types to enable that interaction.
Two major processes support repository development and management. Content structure describes the various ways in which core knowledge may be classified and defined within a particular organisation. It encompasses four processes: the building of the knowledge map, the description of sources to build a reliable and authoritative system, the identification of sources which should be included in the repository and the provision of a suitable user interface to encourage successful use. This approach is used when it is decided that content management is critical to the successful adoption of the KMS by users. The structures are designed to help users search for their desired knowledge in a smooth and streamlined manner by providing structured search avenues.
Content quality control describes the processes which are undertaken to preserve the quality and usefulness of the repository content. It comprises three major processes: evaluation and verification; monitoring of currency and archiving. Each of these seven processes will be discussed in turn.
Mapping the content structure Ultimate goal: save users time and effort in finding the maximum number of highly appropriate sources The map operates in two ways: it provides direction as to where and what resources might be found, and illustrates the various ways in which knowledge is structured in the repository Demonstrates intellectual and organisational content Enables successful retrieval (recall and precision)
Source: S. Robertson, A tale of two knowledge sharing systems, Journal of Knowledge Management, vol. 6, no. 3, 2002, p. 297)
Creating a knowledge map Taxonomies describe the various relational and operational approaches to organisational knowledge Multilevel hierarchies from general to specific content Can search for broad areas of knowledge or very specific aspects, depending on their needs and knowledge of the field
Creating a knowledge map Thesaurus an alphabetical and hierarchical listing of knowledge content areas supported in the organisation using descriptors to describe the content Includes a definition and may provide an explanation as to application and interrelationships This explanatory support can greatly assist novices
Identifying structural themes Knowledge held by individuals Best practices Past experiences Products, services and processes Expert networks Customer databases Access to intellectual assets
Generating taxonomy headings Operational: Job descriptions Causal mapping which documents hard-to-describe processes Organisational analysis and classification Relational: Authoritative professional taxonomies Other firms Commercial providers
Source description Increased classification of the source on the basis of metadata e.g. author, date of contribution, level of access, contact names, project titles etc Templates and standardisation can assist in data classification Memory in the small: task, project and content (Ackerman and Mandel)
Monitors the value and suitability of contributed sources Verifies the credibility of the data Maintains the relevance and viability of the repository Archives sources which are no longer current
Content evaluation / verification Knowledge life Authoritative source Contributor profile Accuracy of inputs / editorial policy Knowledge officers Downstream / upstream filtering
Content maintenance Is knowledge current? Changes to terminology, business focus, loss of expertise etc High resource commitment to maintain the repository Taxonomy and descriptor monitoring Maintaining source information accuracy
Content archives Usability Perceived value Tagged as to importance Archive old sources? Policies on archival principles
Knowledge repositories are most effective if they are structured in a systematic manner A range of strategies can be considered: development of ontologies, thesauruses, use of metatags, strong quality control The ongoing currency and integrity of the system need to be rigorously preserved and protected