Knowledge Management Tools and Techniques: Practitioners and Experts Evaluate KM Solutions

Team DDU......Page 1
Contents......Page 6
Preface......Page 11
1 Overview: The Social Life of KM Tools......Page 16
Part I......Page 90
2 Knowledge Management at Accenture......Page 92
3 Building a Knowledge-sharing Network: Plan, Design, Execute . . . Reap?......Page 97
4 Power to the People: Supporting Collaborative Behaviors for KM with Online Conferencing Technology......Page 110
5 A Work in Progress: The Phoenix K-Ecosystem at Cable & Wireless......Page 124
6 Schemes and Tools for Social Capital Measurement as a Proxy for Intellectual Capital Measures......Page 138
7 Knowledge Management in Practice: Making Technology Work at DaimlerChrysler......Page 152
8 Ready for Take-off: Knowledge Management Infrastructure at easyJet......Page 162
9 Building and Sustaining Communities of Practice at Ericsson Research Canada......Page 170
10 Success at Ernst & Young's Center for Business Knowledge: Online Collaboration Tools, Knowledge Managers, and a Cooperative Culture......Page 181
11 Knowledge Management Processes and Tools at Ford Motor Company......Page 190
12 The Knowledge Assessment Program for Visualizing the Knowledge Dynamics of Organizations......Page 200
13 Hewlett-Packard: Making Sense of Knowledge Management......Page 212
14 Knowledge Networking on a National Scale: A New Zealand Case Study......Page 221
15 Technology Applications of Communities of Practice: The Nursing Leadership Academy on Palliative and End of Life Care......Page 229
16 KPMG: Leveraging KM Tools for Practice Areas and Clients......Page 237
17 Inter-organizational KM: The Experiences of Australia's National Office of the Information Economy......Page 242
18 Knowledge Strategy in Small Organizations: The Office of Small Business, Australia......Page 250
19 A Day in the Life of a Rolls-Royce Knowledge Manager......Page 261
20 Creativity, the Knowledge Connector......Page 270
21 KM Tools in Human Resource Systems at the World Bank: Promoting Empowerment and Knowledge Sharing......Page 285
Part II......Page 296
22 "A Fool with a Tool Is Still a Fool . . ."......Page 298
23 Collaboration Software: Evolution and Revolution......Page 308
24 Competitive Intelligence and Knowledge Management: Complementary Partners, Reinforcing Tools......Page 317
25 Evolution of Knowledge Portals......Page 326
26 From e-Learning to e-Knowledge......Page 335
27 Social Network Analysis in the KM Toolkit......Page 344
28 Self-organization: Taking a Personal Approach to KM......Page 362
Part III......Page 378
29 Tools for Tapping Expertise in Large Organizations......Page 380
30 Integrated KM Solutions: The Experience of Entopia......Page 393
31 Effective Knowledge Management for Professional Services......Page 399
32 Leveraging Content in Enterprise Knowledge Processes......Page 408
33 Structured Knowledge: The Key to Optimal Contact Center Efficiency......Page 420
About the Contributors......Page 426
About the Editor......Page 432
Index......Page 434