"The way which organisations create, capture, classify and share knowledge to achieve objectives"

 Knowledge creation

• Occurs in the heads of people

 Knowledge capture

• Explicit knowledge - captured on paper or in a computer system
• Tacit knowledge - simply remembered

 Knowledge classification

• Indexing to make knowledge easier to re-use

 Knowledge sharing

• When knowledge is shared and used, knowledge creation re-occurs

 Barriers to knowledge management

• Cultures that reward information and knowledge hoarding

 Promoting knowledge management

• Define culture and reward systems
• Promote sharing by examining

• Leadership
• Management
• Recruiting
• Training
• Introduce technologies
• Intranets
• Document management systems
• Information retrieval engines
• Relational and object databases
• Electronic publishing systems
• Groupware and workflow systems
• Push technologies and agents
• Help-desk applications
• Brainstorming applications
• Data warehousing and data mining tools

 Knowledge management successes

• Process improvement
• Best practices sharing
• Field support
• Use web technology to share
• Databases
• Technical manuals
• Customer records
• Tips & experience
• Opportunity finding
• Use inventory of intellectual capital, eg patents
• Establish what knowledge is valuable
• Determine where else the knowledge can be used

 Key knowledge

• What do we lose when key people leave?
• What do we have to teach every new person?
• Find technological solutions