Knowledge Knowledge ManagementManagement

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Concepts and methods for delivering knowledge in the digital age

What is Knowledge Management?

• Defined in a variety of ways.• KM in education: a strategy to enable people to develop a set of practices to

create, capture, share & use knowledge to advance.• KM focuses on:

– people who create and use knowledge.– processes and technologies by which knowledge is created,

maintained and accessed.– artifacts in which knowledge is stored (manuals, databases,

intranets, books, heads).

•Knowledge management is a discipline

•promotes an integrated approach to identifying, managing and sharing all of an enterprise’s information needs.

•These information assets may include databases, documents, policies and procedures as well as previously

What is Knowledge Management?

A Community College’s Definition

“A discipline and framework designed to help our organization acquire, package and share “what we know” to enable decision-making, creativity, innovation and communication.” (Cuyahoga Community College)

Why KM?

What is Knowledge?

• Knowledge is a fluid mix of framed experience, values, contextual information and expert insight that provides a framework for evaluating and incorporating new experience and information.

• Originates and is applied in the minds of knower's.

• Knowledge is information in action. O’Dell C. & Grayson Jr., C.J. (1998). If only we knew what we know.

Data, Information & Knowledge

DATA INFORMATION KNOWLEDGE

Definition Raw facts, figures and records

contained in a system.

Data placed into a form that is

accessible, timely and accurate.

Information in context to make it insightful and

relevant for human action.

Reason Processing Storing / Accessing.

Insight, innovation,

improvement.

Two types of knowledge

Explicit knowledge– Formal or codified– Documents: reports, policy

manuals, white papers, standard procedures

– Databases– Books, magazines, journals

(library)

Implicit (Tacit) knowledge– Informal and uncodified– Values, perspectives & culture– Knowledge in heads– Memories of staff, suppliers

and vendors

Documented information that can

facilitate action.

Know-how & learning embedded within the

minds people.

Knowledge informs decisions and actions.

In the Business World• KM is becoming a “big deal” in industry.• KM involves collaboration, organizational learning, best

practices, workflow, IP management, document management, customer focus and using data meaningfully [data mining].

• KM requires understanding the soft skills necessary to work with people.

Source: Clare Hart, President and CEOFactiva, Knowledge Management London 4 April 2001

What are organizations doing?1. Knowledge capture and acquisition

– E.g., environmental scanning.2. Developing strategies for implicit K sharing:

– E.g., CoPs, virtual teams, list of experts & mentoring.3. Using technologies to store, analyze & distribute explicit K.

– Corporate portals, business K base, process control inventories, CRM.

Technology Components of a KM Solution

• Portals• Websites• Search Engines• Shared Drives• Specialty Knowledge Applications

– Share Point– FAQ and Lessons Learned– Online survey tool

• Knowledge and Information Tools

three

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one

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Illustrated KM Models Tiered Knowledge Management Model (TKMM)

in Institutional Research

Tacit Knowledge

PortalsCRM

Data WarehousesEnterprise Resource Planning (ERP)

QueryingOLAP

Data MiningClassical multivariate statistics

Collaborative Working Environment (CWE)

Knowledge Base Knowledge Workers

KnowledgeMapping

Tiers:Tiers:

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Explicit Knowledge

Environmental Scanning• Formalized annual scanning process.• Internal and external.• Tested against knowledge of College Board, leaders,

faculty and staff.– Face to face– Web consultation.

• Used to inform strategic and operational plans.– Vision, mission, values, goals, and objectives.

Learner Management• Go from reporting what happened to why it

happened to forecast what will happen.• Graduate outcomes

– Employment – logistic and multinomial regression.– Earnings – linear regression.

• Collapsing satisfaction questions – factor analysis.• Effectiveness of selection interviews – meta-

analysis.• Goal – Forecast which prospective students will

be consistent donors as alumni.

Connect KM• Community of interests.• Will build for the future.• Start at the grassroots level.• Bring together people who have an interest in

KM.• Work together to connect and share.• Promote an understanding and use of KM.

KM is here to stayKNOWLEDGE IS LIKE LIGHT. Weightless and intangible, it

can easily travel the world, enlightening the lives of people everywhere. Yet billions of people still live in poverty unnecessarily. Knowledge about how to treat such a simple ailment as diarrhea has existed for centuries but millions of children continue to die from it because their parents do not know how to save them.

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•THANK YOU