This thesis examines the relationship of Knowledge Management (KM) and Information Technology (IT) using a holistic view. The first chapter presents definitions of knowledge and KM, discusses related fields to KM and knowledge types, argues what KM activities can be supported by IT, examines areas of IT related to KM, defines the focus of this thesis, and presents interesting artifacts. As areas that require flexibility, creativity, and learning are especially in need of KM, this thesis concentrates on them. The next chapter analyzes the goals of KM, problems to be addressed by KM-systems, goals and problems of a university, problems of (existing) KM-systems, and the requirements of a KM-system that supports a KM initiative that addresses the mentioned problems and does not suffer from the described problems. Following the identification of requirements for KM-systems, chapter 3 discusses important preconditions and foundations for KM and KM-systems. As a “complete'' KM-system can only be part of a “complete'' and holistic KM initiative, this examination presents indispensable issues for such KM initiatives and discusses the importance and relevance of them. The next chapter presents three existing solutions (CYMANTIX.NET / Oracle / Lotus/IBM). Finally, the chapter examines to what extent the three solutions address the requirements identified and what is missing. The main chapter of this thesis describes the proposed IT solution in the context of a holistic KM initiative. It starts with a discussion of principles such as participatory design, etc. that have to be adhered to when designing, implementing, and introducing the proposed KM-system. Then, the proposed KM-system is presented consisting of three major building blocks, namely the central user interface, the virtual information pool, and automation as well as further aspects. Furthermore, the relationship of eLearning and KM with regard to the proposed KM-system is examined, implementation issues are discussed, and the chapter ends with an evaluation of the proposed solution. The concluding chapter summarizes this thesis and stresses the holistic point of view that is combined with proposing a “complete'' IT system supporting KM. It discusses the pros and cons of this approach evaluation results. Finally, it presents areas that need further research and what the future holds for KM.
Table of Contents
1 Introduction
1.1 What Is Knowledge?
1.2 Definition of Knowledge Management
1.2.1 Does KM Include IT?
1.2.2 Discussing Other Perspectives
1.3 Related Fields to KM
1.3.1 MIS/DSS/...versus KM
1.3.2 Organizational Development / System Dynamics
1.3.3 Cognitive Research / Radical Constructivism
1.3.4 Does KM Differ from the Described Fields?
1.3.5 Differentiating KM in General
1.3.6 IT Is Enabling/Supporting KM
1.4 Knowledge Types
1.4.1 The Term Tacit Knowledge: Polanyi or Nonaka
1.4.2 Tacit/Implicit/Explicit Knowledge
1.4.3 Embedded versus Embodied Knowledge
1.5 What Can/Can't Be Done by IT
1.6 Areas of IT Related to KM-Systems
1.6.1 Business (ERP) Software from SAP / PeopleWare / Oracle
1.6.2 Information Management Systems
1.6.3 Groupware Systems like Lotus Notes
1.6.4 Customer Relationship Management
1.6.5 Artificial Intelligence
1.6.6 Other Areas
1.7 Focus of this Thesis
1.7.1 High versus Low Tangibility KM Processes
1.8 Interesting Artifacts
1.8.1 Classification of Interesting Artifacts
2 Goals, Problems, and Requirements of KM (-Systems)
2.1 Goals of KM
2.2 Problems Addressed by KM-Systems
2.3 Exemplified Goals and Problems of a University
2.3.1 Goals
2.3.2 Problems
2.3.3 Conclusion
2.4 Problems of KM-Systems
2.5 Requirements for KM-Systems
2.5.1 Capturing
2.5.2 Integrating & Connecting (technologically)
2.5.3 Transforming
2.5.4 Storing
2.5.5 Flexible & Adaptable Permission System
2.5.6 Connecting People
2.5.7 Artificial Intelligence / Data Mining / Knowledge Discovery in Databases / Machine Learning
2.5.8 Handling & Capturing Context, Links, and History
2.5.9 Automation
2.5.10 Searching/Finding & Retrieving
2.5.11 Embedding into Normal Work Procedures
2.5.12 Related Issues
2.5.13 Non-Functional Requirements
2.5.14 The Overall Picture
3 Preconditions/Foundations for KM (-Systems)
3.1 Want To Do KM and Know the Reasons Why
3.2 Sharing Culture/Organization
3.2.1 Intrinsic versus Extrinsic Motivation
3.2.2 Incentives
3.3 Truthfulness
3.4 Set and Evaluate Targets for KM
3.5 KM and Innovation/Creativity (the Learning Organizations)
3.6 Identifying Relevant Objects
3.6.1 Processes & Modeling
3.6.2 Best Practices
3.6.3 Conclusion
3.7 Barriers and Obstacles: Removing and Building
3.8 General Organizational Aspects/Changes
3.9 Conclusion
4 Existing Systems/Solutions
4.1 Problems Addressed by Practical Solutions
4.2 CYMANTIX.NET
4.2.1 Screen-shots
4.2.2 Analysis
4.3 Oracle
4.3.1 Screen-shots
4.3.2 Add-On Products / Further Possibilities
4.3.3 Analysis
4.4 Lotus/IBM Software (Knowledge Discovery System, Notes, ...)
4.4.1 Screen-shots
4.4.2 Detailed Discussion
4.4.3 Analysis
4.5 Evaluation of the Existing Solutions
4.5.1 Problems Addressed Efficiently
4.5.2 Problems Addressed to a Certain Degree
4.5.3 Problems Not Addressed At All
5 The Solution
5.1 Principles
5.1.1 General Principles
5.1.2 Individual Solution: Participatory Design
5.1.3 Differentiate Short from Long-Term Effects
5.1.4 “Supporting” Tacit and Implicit Knowledge
5.1.5 Integration Into Normal Work Procedures
5.1.6 Considering On-line/Offline Capabilities
5.1.7 Open APIs, Formats (XML) for Integration/Exchange
5.1.8 Usability
5.2 Features of the Solution
5.2.1 Central User Interface
5.2.2 Virtual Information Pool
5.2.3 Automation
5.2.4 Further Aspects
5.2.5 Why Not Peer-To-Peer (P2P)?
5.3 eLearning & KM
5.3.1 Opinions about eLearning & KM
5.3.2 Current Trends in eLearning
5.3.3 eLearning and the Proposed Solution
5.3.4 Summary
5.4 Implementation Considerations
5.4.1 Planning & Implementing the Solution
5.4.2 Working with the Solution
5.4.3 Examining the Exemplified University Problems
5.5 Evaluating the Solution
5.5.1 Evaluating the General Results
5.5.2 How the Solution Addresses the KM-related Problems
5.5.3 The Big Picture
6 Summary and Conclusion
6.1 KM: Its Goals and Problems
6.1.1 IT Only Part of the Solution
6.1.2 Goals/Problems and Requirements of KM (-Systems)
6.2 Preconditions/Foundations for KM (-Systems)
6.3 What Is Already Available – Existing Solutions
6.4 What Should Be Done – The Solution
6.5 Conclusion
6.6 Future Areas of Research
6.6.1 Narrowing Down the Field of KM
6.6.2 Computer Science Issues
6.7 Vision for the Field of KM
Research Objectives and Themes
This thesis investigates the complex relationship between Knowledge Management (KM) and Information Technology (IT), aiming to propose a holistic KM system that effectively bridges technical and organizational requirements. The work seeks to address common organizational challenges by developing a comprehensive architecture that integrates diverse data sources and collaborative tools.
- Evaluation of current KM definitions and their interplay with existing IT infrastructure.
- Identification and systematic classification of KM goals, problems, and specific requirements.
- Analysis of existing commercial KM solutions (Oracle, Lotus/IBM, CYMANTIX.NET) and their limitations.
- Development of a proposed holistic KM solution focusing on a central UI, virtual information pools, and automation.
- Integration of eLearning components and implementation strategies within a holistic KM framework.
Excerpt from the Book
1.1 What Is Knowledge?
Despite the fact that scholars have devoted vast amount of time to the subject, there is still no generally accepted definition of knowledge. Therefore, I would like to quote Grey [44]2 who presents a rather pragmatic definition:
Context-relevant, validated information clusters that emerge when people somehow deal/interact with information elements/people.
As we can see from this definition (and many others in the field), knowledge is seen primarily as validated information3. Most researchers, nevertheless, agree that knowledge is personalized (individual) information and, thus, cannot be stored electronically.
Of course, philosophers like Polanyi or Popper (to name two of the more recent scholars) already gave great consideration to knowledge. Although there are quite intriguing definitions to be found, no single, generally accepted definition exists4.
Alavi and Leidner provide a good overview of the different proposed definitions for knowledge in the context of KM (see [3]). They summarize attempts to differentiate data, information, and knowledge in a hierarchical form that come primarily from those with an IT background. In this view, data items are just raw numbers and facts, information is processed data and knowledge is authenticated information. While this remains a classical approach, more recently a researcher named Tuomi5 has even proposed an inverse hierarchy (with information being the result of knowledge). Although these definitions provide limited insight to understand the nature of knowledge, they are actually of minor importance for most KM initiatives, since they only deal with knowledge that can be made explicit. Different types of knowledge are discussed in section 1.4.
Chapter Summaries
1 Introduction: Provides a foundation by defining core concepts like Knowledge Management and discussing the evolving role of IT in enabling these processes.
2 Goals, Problems, and Requirements of KM (-Systems): Identifies and categorizes the diverse goals organizations pursue through KM and the persistent problems that hinder successful implementation.
3 Preconditions/Foundations for KM (-Systems): Examines essential organizational prerequisites, such as building a sharing culture and ensuring trust, which are critical before deploying any technical system.
4 Existing Systems/Solutions: Analyzes the functionality and limitations of three current industry solutions: CYMANTIX.NET, Oracle, and Lotus/IBM Software.
5 The Solution: Presents a comprehensive, holistic KM architecture built upon three pillars: a central user interface, a virtual information pool, and advanced automation.
6 Summary and Conclusion: Recaps the research findings, evaluates the proposed solution's feasibility, and outlines future directions for KM research.
Keywords
Knowledge Management, KM Systems, Information Technology, Holistic KM, Tacit Knowledge, Explicit Knowledge, Virtual Information Pool, IT Integration, Organizational Culture, Automation, eLearning, Data Mining, Knowledge Discovery, Enterprise Portals, Participatory Design.
Frequently Asked Questions
What is the primary focus of this dissertation?
The thesis examines the relationship between Knowledge Management and Information Technology to develop a holistic, technologically sound KM system that addresses organizational needs.
What are the central thematic areas covered in this work?
The study covers knowledge definitions, the role of IT in KM, the identification of KM requirements, an analysis of commercial systems, and the proposal of a new, comprehensive KM architecture.
What is the primary research goal?
The goal is to move beyond mere IT-driven KM initiatives by proposing a holistic system that balances technical capabilities with organizational, cultural, and social requirements.
Which scientific methodology is applied here?
The work employs a literature-based analysis of current KM theories followed by a comparative study of existing software and a conceptual design of a proposed holistic KM architecture.
What does the main body of the work address?
The main chapters analyze requirements for KM systems, evaluate existing market solutions from companies like Oracle and Lotus/IBM, and detail a multi-faceted solution architecture.
Which keywords best characterize this research?
Key terms include Knowledge Management, KM Systems, IT Integration, Virtual Information Pool, Tacit Knowledge, and Organizational Learning.
Why does the author argue that IT alone cannot manage knowledge?
The author emphasizes that knowledge is inherently personalized and social; while IT supports KM processes, it cannot manage or "possess" knowledge without human intervention and a supporting culture.
How does the proposed solution integrate eLearning?
The thesis suggests that eLearning capabilities should be integrated into the KM system to facilitate ongoing organizational learning and to keep skills databases up-to-date with current course information.
What is the role of the "Virtual Information Pool"?
It acts as the system's core, aggregating data from diverse internal and external sources to provide a consistent, searchable, and structured base for KM activities.
What is the importance of the "Central User Interface"?
It serves as the single point of interaction for users, hiding the complexity of underlying systems and ensuring that the system is intuitive and accessible, which is vital for user acceptance.
- Quote paper
- Dr. Georg Hüttenegger (Author), 2004, Knowledge Management & Information Technology, Munich, GRIN Verlag, https://www.grin.com/document/121189
