Making Knowledge Management Clickable: Knowledge Management Systems Strategy, Design, and Implementation

✍ Scribed by Joseph Hilger, Zachary Wahl

• Publisher: Springer
• Year: 2022
• Tongue: English
• Leaves: 318
• Category: Library

✦ Synopsis

This book bridges the gap between knowledge management and technology. It embraces the complete lifecycle of knowledge, information, and data from how knowledge flows through an organization to how end users want to handle it and experience it. Whether your intent is to design and implement a single technology or a complete collection of KM systems, this book provides the foundations necessary for success. It will help you understand your organization’s needs and opportunities, strategize and prioritize features and functions, design with the end user in mind, and finally build a system that your users will embrace and which will realize meaningful business value for your organization.

The book is the culmination of the authors’ collective careers, a combined sixty years of experience doing exactly what is detailed in this book. Their guidance has been honed by their own successes and failures as well as many others they have researched in order to provide a comprehensive study on KM transformations and the technologies that help to enable them. They have successfully applied this knowledge as the founders and leaders of the world’s largest dedicated knowledge management consultancy, which runs these projects for many of the world’s most complex organizations. They are writing as practitioners directly to other practitioners with the intent to enable them to apply and benefit from their knowledge and experience.

“Compelling reading for KM practitioners looking to ensure their technology decisions support their business and organizational objectives.”

- Margot Brown, Director of Knowledge Management, World Bank Group

"We are two years into our KM Transformation and if I’d had this book beforehand, it would have made the journey smoother and faster! This is a great playbook for how to plan, organize, and execute a KM transformation."

- Stephanie Hill, Senior Director, Global Customer Services, PayPal

✦ Table of Contents

Preface
Contents
About the Authors
1: Knowledge Management Primer
1.1 Knowledge Management Defined
1.2 The Value of Knowledge Management
References
Part I: Knowledge Management Transformation Strategy and Planning
2: Assessing Your Organization´s KM Strengths and Weaknesses (Current State)
2.1 Top-Down Analysis
Tip:
2.2 Bottom-Up Analysis
2.2.1 Documentation Review
2.2.2 System Review
Information Managed
Information Architecture
User Types
User Permissions
Taxonomy
Metadata
Content Types and Templates
Governance and Workflows
Search
2.2.3 Content Analysis
Tip:
2.2.4 System Analytics
Basic Counts
Active Counts
Content Dynamism
Search Activities and Paths
Time Spent
Tip:
2.2.5 Past Surveys
2.2.6 Advanced Technologies
2.3 The Enterprise Knowledge Proprietary Benchmark
Tip:
References
3: Understanding Your Organization´s Future KM Needs (Target State)
Tip:
Reference
4: Creating the Target State Vision
4.1 Building Up
4.2 Breaking Down
4.3 Spidering Out
Tip:
Tip:
5: Getting from Here to There (KM Transformation Roadmap)
5.1 First Steps for Roadmap Development
Tip:
5.2 Workstreams in Roadmaps
Tip:
5.3 The Building Blocks of a Roadmap
5.3.1 Foundational Tasks
5.3.2 Pilot Tasks (and Projects)
5.3.3 Extension Tasks
Tip:
5.4 Task Creation in Practice
5.5 Documenting Tasks
5.6 Presenting the KM Transformation Roadmap
Tip:
Part II: Understanding KM Systems
6: Content Management Solutions
6.1 Common Platforms
6.1.1 Document Management
6.1.2 Web Content Management
Commercial Options
Open-Source Solutions
6.1.3 Digital Asset Management
6.1.4 Business Content Solutions
6.1.5 Headless Content Management
6.2 Features and Functions
6.2.1 Create
6.2.2 Capture
6.2.3 Manage
6.2.4 Enhance
6.2.5 Find
6.2.6 Connect
6.3 Business Problems Addressed
Reference
7: Collaboration Suites
7.1 Common Platforms
7.2 Features and Functions
7.3 Business Problems Addressed
8: Learning Management Systems
8.1 Common Platforms
8.2 Features and Functions
8.3 Business Problems Addressed
Reference
9: Enterprise Search
9.1 Common Platforms
9.2 Features and Functions
9.2.1 Indexing
9.2.2 Visual Features
9.2.3 Non-visual Features
9.3 Business Problems Addressed
10: Taxonomy Management
10.1 Common Platforms
10.2 Features and Functions
10.3 Business Problems Addressed
11: Data Catalogs and Governance Tools
11.1 Common Platforms
11.2 Features and Functions
11.3 Business Problems Addressed
12: Text Analytics Tools
12.1 Common Platforms
12.2 Features and Functions
12.3 Business Problems Addressed
13: Graph Databases
13.1 Common Platforms
13.2 Features and Functions
13.3 Business Problems Addressed
14: KM as a Foundation for Enterprise Artificial Intelligence
14.1 KM Tasks to Prepare for AI
14.2 Five Levels of Artificial Intelligence
References
15: Integration Patterns for KM Systems
15.1 Centralized Taxonomy Management
15.2 Auto-Tagging for Search
15.3 TMS and Search Integration
15.4 Search Security
Part III: Running a KM Systems Project
16: Project Phases
16.1 Project Planning and Scoping
16.2 Software Selection
16.3 Design
16.4 Implementation and Testing
16.5 Rollout
References
17: Common KMS Project Challenges and Mistakes
Reference
18: Foundational Design Elements
18.1 Content Governance
18.1.1 Why It Is Important
18.1.2 Best Practices and Approach
Ensure Your Model Fits the Organization
Design for the User
Build the Governance into the Tool
Be as Clear as Possible
18.2 System Governance
18.2.1 Why It Is Important
18.2.2 Best Practices and Approach
Define Clear Ownership
Leverage Analytics
Create Two-Way Communications
Show Consistent Improvement
Market the Value
18.3 KM Organization
18.3.1 Why It Is Important
18.3.2 Best Practices and Approach
Don´t Necessarily Replicate Your Organization´s Model
Secure Time and Budget
Hire, Train, or Outsource
Be Clear About Lines of Authority and Reporting
18.4 Taxonomy
18.4.1 Why It Is Important
18.4.2 Best Practices and Approach
Hybrid Approach
Define and Document Your Purpose
Leverage the Business and Subject Matter Experts
Tip:
Understand Your KM System´s Limitations and Associated Workflows
Simplify Your Vocabulary and Separate Your Structure
Leverage Existing Taxonomies and Other Resources
Plan for the Long Term and Ensure Governance Is in Place
18.5 Content Types
18.5.1 Why It Is Important
18.5.2 Best Practices and Approach
Understand Your Content and How Your Users Want to Use It
Iterate Design and Implementation
Define Your Content Type Scope
Consider the Content Lifecycle
Right-Size Content Types
Test for Usability and Intuitive Use
18.6 Search Hit Types
18.6.1 Why It Is Important
18.6.2 Best Practices and Approach
18.7 Change Management
Tip:
18.7.1 Why It Is Important
18.7.2 Best Practices and Approach
Be Clear About Your Goals
Map Your Stakeholders to Communications
Define Ownership and Accountability
Leverage Analytics and Concrete Measures
Plan for the Length of the Transformation
Do not Be Afraid to Market
References
19: Content
19.1 Types of Content
Tip:
19.2 Content Cleanup
19.3 Content Migration
Tip:
References
20: Operations and Iterative Improvements
20.1 General KM Operations and Support
20.2 Solution-Specific Support Needs
21: Envisioning Success: Putting KM Solutions and Outcomes Together
21.1 Integrated Knowledge Management Platform
21.2 Expert Finder
21.3 Data Mesh
21.4 Semantic Hub, Data Fabric, and Knowledge Graph Solutions
21.5 Enterprise Search
Reference
Closing
Index