Degenerative structures that inhibit the emergence of communities of practice: a case study of knowledge management in the British Council

Abstract.  This paper presents the British Council's knowledge management strategy. It outlines how, as part of this strategy, the organization attempted to engender communities of practice among a strategically significant group spread across the 110 countries in which the organization operates. Using a case study of this group, the paper explores 'degenerative structures' that impact on the ability to engender communities of practice and, through consideration of issues of individualization and risk, highlights a series of paradoxes that inhibited this organization's attempt to move from a 'hub-and-spoke' structure to become a networked organization in which communities of practice flourish.     

Exploring the role of customer relationship management (CRM) systems in customer knowledge creation

This study explores how customer relationship management (CRM) systems support customer knowledge creation processes [48], including socialization, externalization, combination and internalization. CRM systems are categorized as collaborative, operational and analytical. An analysis of CRM applications in three organizations reveals that analytical systems strongly support the combination process. Collaborative systems provide the greatest support for externalization. Operational systems facilitate socialization with customers, while collaborative systems are used for socialization within an organization. Collaborative and analytical systems both support the internalization process by providing learning opportunities. Three-way interactions among CRM systems, types of customer knowledge, and knowledge creation processes are explored.     

知识管理机制与业务流程的集成研究

知识管理与业务流程具有内在相关性,这种相关性要求将知识管理机制与业务流程有机结合起来.为此,首先分析了业务流程实施对知识管理提出的要求,指出知识管理机制在业务流程中的知识利用方面应提供知识支持和协作支持,在知识创新方面则应提供知识创新支持和知识分类支持.然后在此基础上提出了一种知识管理机制与业务流程的集成方法,并详细说明了其在信息系统层面上的实现方式.     

Collaboration processes,outcomes, challenges and enablers of distributed clinical communities of practice

Modern healthcare's need for knowledge sharing and bridging the research–practice gap requires new forms of collaboration, in which clinicians of varying clinical and research expertise work together over geographical and organisational borders. To support such distributed communities of practice (CoPs), an understanding of their collaboration processes, outcomes, challenges and enablers is needed. The article examines these issues through a case study of a long-running CoP, the Swedish Oral Medicine Network (SOMNet). SOMNet's main form of collaboration is monthly telephone conference meetings centred on case consultations. Cases are submitted by the clinicians via a Web-based system. The methods used were interviews, observations, and a questionnaire. The work adds to previous research by studying a distributed CoP explicitly focused on supporting the transfer of scientific results from researchers to practitioners. We found that the regular meetings give a rhythm to the community. The centrality of cases means an immediate benefit for the submitter while the community is provided an authentic context for learning. SOMNet yields opportunities for help and learning for diverse expertise levels; the type of benefits is affected by the participant's degree of oral medicine knowledge and collaboration involvement. There are challenges in accommodating varying levels of expertise and encouraging those less experienced to participate. Enablers of the collaboration include the participation of experts, meeting facilitators and well-adapted ITs.     

Continuance use intention of enterprise instant messaging: a knowledge management perspective

Instant messaging has been widely utilised by a variety of types of organisations to improve the efficiency and effectiveness of internal communication and knowledge management (KM). To date, though, the continuance use of enterprise instant messaging (EIM) and its impact on KM outcomes have not been well understood in both academia and practice. This paper uses the decomposed theory of planned behaviour to explore factors that influence continual usage of EIM applications within organisations, as well as the impact of the continuance use decisions on knowledge creation, transfer, and retention within organisations. Our results are useful in developing guidelines and strategies to increase the likelihood of the continuance use of EIM and to improve the potential outcome of its use within organisations.     

The role of creation mode and social networking mode in knowledge creation performance: Mediation effect of creation process

This study proposes and empirically examines a research model that incorporates the knowledge creation mode and social networking mode to describe knowledge creation performance. The mediation effect of the knowledge creation process is explored in terms of socialization, externalization, combination, and internalization (SECI). The data collected from the manufacturing and service industries in Taiwan were analyzed. The goal-driven mode and web topology are found to be significantly associated with product or service creation primarily because of the creation efficacy aspect. The SECI with web topology has a mediation function when the goal-driven mode is adopted. Implications and suggestions are also provided.     

Organizational knowledge transfer through creation, mobilization and diffusion: a case analysis of InTouch within Schlumberger

Abstract.  There is a paucity of theory for the effective management of knowledge transfer within large organizations. Practitioners continue to rely upon 'experimental' approaches to address the problem. This research attempts to reduce the gap between theory and application, thereby improving conceptual clarity for the transfer of knowledge. The paper, through an in-depth case analysis conducted within Schlumberger, studies the adoption of an intranet-based knowledge management (KM) system (called InTouch ) to support, strategically align and transfer knowledge resources. The investigation was undertaken through the adoption of a robust empirically based qualitative research methodology incorporating the role of technology as an enabler of KM application. Consequently, the study addressed the important question of translating theoretical benefits of KM into practical reality. The research formulates a set of theoretical propositions that are seen as key to the development of an effective knowledge-based infrastructure. The findings identify 30 generic attributes that are essential to the creation, mobilization and diffusion of organizational knowledge. The research makes a significant contribution to identifying a theoretical and empirically based agenda for successful intranet-based KM, which will be of benefit to both the academic and practitioner communities. The paper also highlights and proposes important areas for further research.     

Determinants of knowledge seeking in professional virtual communities

As knowledge management systems within organisations, professional virtual communities (PVCs) are popular knowledge-seeking tools, which bring together geographically dispersed members from outside of the organisations. An increasing number of employees use PVCs for knowledge seeking, knowledge exchange and problem solving at work. Why do members choose to receive knowledge from other community members in PVCs needs to be understood. This paper extends Ajzen's [1991. The theory of planned behaviour. Organizational Behavior and Human Decision Processes, 50 (2), 179–211] theory of planned behaviour to elicit external beliefs in terms of personal motivation, as well as technological and social factors, and to examine the relative importance of these factors. According to this study's online survey of 323 members in three PVCs, the results show that the significance of beliefs, such as system quality, compatibility, trust, knowledge growth and knowledge quality, in creating positive attitudes towards knowledge seeking. Community identification is shown as a salient belief for the subjective norms of knowledge seeking. System quality and resource availability are revealed as important determinants for perceived behavioural control of knowledge seeking. Knowledge-seeking intention is based on the attitude towards knowledge seeking and the subjective norm of knowledge seeking, whereas knowledge-seeking behaviour is solely determined by knowledge-seeking intention. Implications for research and practice are discussed.     

软件测试领域的知识管理及模型研究*

软件测试组织中知识管理具有不同的特征,以建立测试知识共享场所为基础,对软件测试知识传递和积累进行分析,提出了一个面向软件测试过程的知识管理模型。该模型强调了将知识服务与软件测试活动紧密联系的思想,为软件测试领域知识管理技术研究提供了重要基础。基于该模型,给出了在QESuite2.0 项目中的应用情况。     

Understanding the design of information technologies for knowledge management in organizations: a pragmatic perspective

Abstract.  Researchers report mixed findings on the successful application of information technologies (IT) for knowledge management (KM). The primary difficulty is argued to be the use of information management techniques and concepts to design and develop KM Tools. Also problematic is the existence of a multiplicity of KM technologies, the application and use of which differs across organizations. This paper argues that these problems stem, in part, from the information system field's over-reliance on design concepts from the functionalist paradigm. Hence, our contention that alternative perspectives, which bring into focus issues of ontology and epistemology, need to be brought to bear in order to understand the challenges involved in the design and deployment of IT artefacts in knowledge management systems (KMS). The philosophy of technology, with its emphasis on the primacy of praxis, and which incorporates ontological and epistemological concepts from phenomenology and hermeneutics, is applied to the findings of a participative action research study to illustrate how social actors interpret and understand worldly phenomena and subsequently share their knowledge of the life-world using IT. The outcome of this marriage of situated practical theory and philosophy is a set of design principles to guide the development of a core KM Tool for KMS.     

Back to the future: from knowledge management to the management of information and data

This paper argues for a return to fundamentals and for a balanced assessment of the contribution that Information Technology can make as we enter the new millennium. It argues that the field of Information Systems should no longer be distracted from its natural locus of concern and competence, or claim more than it can actually achieve. More specifically, and as a case in point, we eschew IT-enabled Knowledge Management, both in theory and in practice. We view Knowledge Management as the most recent in a long line of fads and fashions embraced by the Information Systems community that have little to offer. Rather, we argue for a refocusing of our attention back on the management ofdata, since IT processes data-notinformation and certainly notknowledge. In so doing, we develop a model that provides a tentative means of distinguishing between the terms. This model also forms the basis for on-going empirical research designed to test the efficacy of our argument in a number of case companies currently implementing ERP and Knowledge Management Systems.     

信息系统项目管理的知识管理实施及评价

在基于知识管理的信息系统项目管理模式前提下,结合信息系统项目管理中的知识管理实践,集中研究信息系统项目管理的知识管理实施和评价方法,以用于指导信息系统项目管理的知识管理成功实施,进而提高信息系统建设的成功率。     

Options analysis and knowledge management: Implications for theory and practice

Real options can be a powerful tool for quantifying the value of strategic and operational flexibility associated with uncertain IT investments. They also constitute a new way of thinking as to how knowledge management (KM) can be implemented and managed to maximize the upside potential while minimizing any downside risk. This paper explored how practitioners can incorporate options analysis into contemporary knowledge management. Options analysis is recognizing real options and then determines how they add value. The main issue here is to manage knowledge so that the theoretical option value is realized in practice. This paper developed a new metric, knowledge management performance index (KMPI), for evaluating the performance of a firm in its KM at any given point in time as follows: knowledge creation, knowledge conversion, knowledge circulation and knowledge completion. The higher the efficiency of the KM process, the higher the KMPI, thereby is enabling firms to become increasingly knowledgeable. To prove the contribution of the KMPI, a questionnaire survey was conducted among 121 firms listed on the Taiwan Stock Exchange Corporation (TSEC). This paper makes five important contributions: (1) it shows that if the KM process improves, the KMPI is enhanced. This finding is based on a survey of the questionnaires. As a result, the KMPI can effectively and efficiently represent the KM process; (2) it shows that when the KMPI increases, a company’s performance will be enhanced in five different areas This indicates a significant relationship between the KMPI and the company’s performance; (3) it also shows that the higher the KMPI, the higher the performance of the organization. This is especially valuable to any organization where knowledge is not being used optimally; (4) it provides an option analysis that may be helpful to managers for making the right decision in an uncertain environment; and (5) it presents the first application of the Black-Scholes model to use an actual business situation involving KM as its test bed. The results proved that the option pricing model can act as a measurement guideline for the entire knowledge of the whole company.     

A Delphi study of knowledge management systems: Scope and requirements

We empirically explored the roles and scope of knowledge management systems in organizations. Building on a knowledge-based view of the firm, we hypothesized and empirically tested our belief that more integration is needed between technologies intended to support knowledge and those supporting business operations. Findings from a Delphi study and in-depth interviews illustrated this and led us to suggest a revised approach to developing organizational knowledge management systems.     

A cloud resource management model for the creation and orchestration of social communities

Managing resources, context and data in mobile clouds is a challenging task. Specific aspects of spontaneity, large interaction space and dynamic interaction share a metaphorical resemblance to chemistry, chemical reactions and solutions. In this paper, it is argued that by adopting a nature-inspired chemical computing model, a mobile cloud resource management model can be evolved to serve as the basis for novel service modelling and social computing in mobile clouds. To support the argument, a chemistry inspired computation model, Chemistry for Context Awareness (C₂A), is extended with Higher Order Chemical Language (HOCL) and High Level Petri-net Graph (HLPNG) formalisms. A scenario and simulation-based evaluation of the proposed model, focusing on two applications dynamic service composition and social communities identification, is also presented in this paper. The formal encoding of C₂A validates its assumptions, enabling formal execution and analysis of context-based interactions that are derived using C₂A principles.     

网站开发管理平台在高校中的应用

在高校信息化日益普及的今天,校园网站无疑承担着越来越重要的作用。然而如何才能方便、快捷的开发出安全可靠、功能强大、页面美观的校园网站,是建设校园网站需要迫切解决的问题。本文以中国药科大学为例,介绍了目前高校网站群建设出现的各种问题,以及我校利用网站开发管理平台制作网站的一些经验和体会。     

Understanding OSS development in communities: the perspectives of ideology and knowledge sharing

This study aims to understand why open source software (OSS) developers contribute and how their dispersed efforts are controlled to lead to viable outputs. Drawing on theories related to ideology and information sharing, a model is proposed and tested empirically. We found that OSS values are positively associated with collaborative elaboration and communication competence, which in turn affect the performance of OSS task in terms of task completion. Our results also delineate the relationship among OSS norms, collaborative elaboration and source credibility, and task completion. This research contributes to advancing theoretical understanding of OSS performance as well as providing OSS practitioners with guidelines on how OSS communities use OSS ideology to achieve better performance.     

OpenClinical.net: A platform for creating and sharing knowledge and promoting best practice in healthcare

It is well known that medical knowledge is growing so rapidly that it is difficult or impossible for healthcare professionals to keep up. More and more techniques for diagnosing and treating diseases are becoming available, yet new research findings and clinical practices are slow to spread. Information technology and the internet are providing important new ways of disseminating knowledge in healthcare as in many other domains. Knowledge engineering techniques for supporting decision-making and process management are also becoming available, and can be used to support busy clinicians, helping to ensure that their decisions are consistent with current knowledge and clinical procedures are carried out in a timely, efficient and safe way. The OpenClinical.net project is building on these techniques to demonstrate a new paradigm for disseminating knowledge and promoting best practice. The key idea is that much professional expertise can be modelled as computer-interpretable knowledge and used to assist decision-making, workflow management, communication and coordination of care and many other professional tasks. The central goal of OpenClinical.net is to demonstrate how this might be done at scale, through a form of “crowd sourcing”, in order to create and maintain a sharable knowledge base that is available in an open access and open source repository. This paper provides an overview of the project and a summary of progress to date.     

Exploring the dynamics of blog communities: the case of MetaFilter

This paper explores the social processes and mechanisms that give form to a prominent type of online community: community blogs. We conducted an interpretive study that examines a particular community blog, MetaFilter, by drawing on the concepts of communities of practice as a theoretical lens. Theoretically, we contribute to the body of knowledge of online communities by identifying the structures of an emergent type of community that is brought together by blog technology. Our findings suggest that cohesion in a community blog is brought about by the following practices: (a) explicit ground rules regarding membership, (b) presence of moderators, (c) availability of profile information, (d) 'net etiquette', (e) tacit warrants for discerning pertinent posts, and (f) the deployment of specific techniques of discipline.     

Multiple-vector user profiles in support of knowledge sharing

This paper describes an algorithm to automatically construct expertise profiles for company employees, based on documents authored and read by them. A profile consists of a series of high dimensional vectors, each describing an expertise domain, and provides a hierarchy between these vectors, enabling a structured view on an employee’s expertise. The algorithm is novel in providing this layered view, as well as in its high degree of automation and its generic approach ensuring applicability in an industrial setting.The profiles provide support for several knowledge management functionalities that are difficult or impossible to achieve using existing methods. This paper in particular presents the initialization of communities of practice, bringing together both experts and novices on a specific topic. An algorithm to automatically discover relationships between employees based on their profiles is described. These relationships can be used to initiate communities of practice. The algorithms are validated by means of a realistic dataset.