A directory of resources inthe field of technical communication.

Knowledge Management

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Knowledge Management ('KM') comprises a range of practices used by organizations to identify, create, represent, and distribute knowledge. Knowledge Management programs are typically tied to organisational objectives such as improved performance, competitive advantage, innovation, developmental processes, lessons learnt transfer (for example between projects) and the general development of collaborative practices.



Accomplishing Knowledge: A Framework for Investigating Knowing in Organizations   (peer-reviewed)   (members only)

This article proposes a shift in how researchers study knowledge and knowing in organizations. Responding to a pronounced lack of methodological guidance from existing research, this work develops a framework for analyzing situated organizational problem solving. This framework, rooted in social practice theory, focuses on communicative knowledge-accomplishing activities, which frame and respond to various problematic situations. Vignettes drawn from a call center demonstrate the value of the framework, which can advance practice-oriented research on knowledge and knowing by helping it break with dubious assumptions about knowledge homogeneity within groups, examine knowing as instrumental action and involvement in a struggle over meaning, and display how patterns of knowledge-accomplishing activities can generate unintended organizational consequences.

Kuhn, Timothy and Michele H. Jackson. Management Communication Quarterly (2008). Articles>Knowledge Management>Organizational Communication


Architects of Knowledge: An Emerging Hybrid Profession for Educational Communications  (link broken)   (PDF)

Knowledge architecture is a nascent, hybrid field with significant potential as an innovative, cross-disciplinary design profession for 'value-added' technical communications and instructional technology. However, the emergence of a comprehensive, coherent, grounded theory and a corresponding problem-oriented, practice-based curriculum is progressing slowly. By contrast, other professional specialties for information architects, multi-media designers and software interface designers are better established. Scholars and practioners interested in fostering the development of knowledge architecture as a legitimate and evolving profession are at the forefront in defining the essential performance skills and academic training needed in the core subfields of information design, interactivity design, media design, and instructional design.

Lasnik, Vincent E. STC Proceedings (2003). Articles>Information Design>Knowledge Management


Best Practices in Managing Knowledge: Benchmarking Knowledge Management Within and Between Organizations

Benchmarking comprises prioritisation of strategic improvement need (the why), measurement (the what) and practices (the how). Re-measure tracks performance improvement.

Searles, Bruce and Fiona Stewart. APQC (2006). Presentations>Knowledge Management>Assessment


Better Way to Manage Knowledge  (link broken)

Despite massive investments and a lot of highly motivated people knowledge management in some instances didn't yield all the benefits it could have. The best KM systems succeeded at capturing and institutionalizing the knowledge of the firm. But for the most part the repositories and directories remained fragmentary and the resources didn't get used.

Hagel, John IIII, John Seely Brown and Lang Davison. Harvard Business Review (2010). Articles>Knowledge Management


Breaking News!   (PDF)

This panel explores what corporate leaders in the Technical Communications field consider the hottest topics in the industry today.

Conklin, John James, Judith L. 'Judy' Glick-Smith, George Hayhoe, Thomas B. Hoyt and Deborah Rosenquist. STC Proceedings (1998). Careers>TC>Knowledge Management>Localization


Bridging the Back-Office/Front-Office Gap   (members only)

With 75% of your organization's information contained in unstructured formats, can you transform it into 'usable content?' The problem that e-business exposes most often is inadequate integration.

Gross, Mitchell. KMworld (2001). Articles>Knowledge Management>Content Management


Brint Portal: Knowledge Management  (link broken)

A web portal of links to knowledge management resources online.

Brint Portal. Resources>Knowledge Management


Building Knowledge Assets for the Advancement of Science

As I read more and more about knowledge management, I came to realize that it is a new name for what the science community has been doing for a long, long time. In fact, a working definition of science might be, simply, the management of knowledge resulting from observational and experimental evidence. One could well argue that the science community has been doing knowledge management for centuries.

Warnick, Walter L. OSTI (2000). Articles>Knowledge Management


Business Decisions in a Digital Enterprise  (link broken)

All about automating, managing and aligning business decisions in a modern, digital, agile enterprise.

BRMS Blog (2006). Articles>Knowledge Management>Technology


Cadence Design Systems, Inc., Knowledge Transfer Plan Benchmarking   (PDF)

Describes the motivation behind a Knowledge Transfer Plan benchmarking study conducted by JoAnn Hackos and Comtech. Bradbury wanted to compare Cadence’s publications and training organizations to other organizations’. She has integrated the findings into plans for the new year. JoAnn Hackos describes the benefits of participating in benchmarking activities. They include: peer and professional contact, the exchange of best practices within the field, understanding how other groups deal with the similar issues, and so on. Dr. Hackos introduces her partnerbased model of benchmarking in which companies cosponsor the studies, bringing increased participation at less costs.

Bradbury, Julie and JoAnn T. Hackos. STC Proceedings (1999). Articles>Knowledge Management>Usability


CALT Encyclopedia: Knowledge Management and Workflow  (link broken)

A collection of annotated resources that features links to conferences, research organizations, software providers, and consulting firms, as well as educational sites.

CALT Encyclopedia. Resources>Knowledge Management


Catalyzing Innovation and Knowledge Sharing   (peer-reviewed)   (members only)

Generation Y are the first generation to fully put the process of ‘prosumption’ into practice. Individuals are proactively seeking to generate and share creative outputs as a result of their online activities, and this produces a set of fundamental questions for business librarians, information management specialists and consultants: does our profession adhere to a logic of service-delivery, which is rapidly becoming obsolete in the context of service-innovation. Suggestions for how information specialists (called librarian 2.0 in this article) can participate in the creation of value for users are offered.

Cullen, John T. Business Information Review (2008). Articles>Management>Knowledge Management>Information Design


Collaborative Knowledge Gardening

With Flickr and del.icio.us, social networking goes beyond sharing contacts and connections.

Udell, Jon. InfoWorld (2004). Articles>Knowledge Management>Metadata>Social Networking


Communities of Practice: Optimizing Internal Knowledge Sharing

The key to intranet success is to provide value to employees and give them a reason to visit the site repeatedly. One of the primary ways to achieve this is to connect employees with the people and groups with whom they need to collaborate. Workgroups, or communities of practice, provide the basis for a living, growing, vibrant space in which people can access the information they need, share best practices, and contribute to a shared knowledge base. This article discusses the role of communities of practice within organizations and provides a framework for planning research and design activities to maximize their effectiveness.

Hawley, Michael. UXmatters (2009). Articles>Knowledge Management>Intranets>Organizational Communication


Competitive Advantage and its Conceptual Development   (peer-reviewed)   (members only)

This article explores the competitive advantage of businesses. Current understanding of competitive advantage arises from the strategic management paradigm. However, the early theory that underpins this comes from optimising economic theory, the inadequacy of which led to the resource-based view. The next development came from knowledge management, which sees knowledge as a valuable strategic resource recognizing the need to look more inside the organization qualitatively. However, a new paradigm has arisen that couples knowledge processes with cybernetics. This recognizes that achieving competitive advantage requires that an organization’s pathologies must be recognized and addressed.

Yolles, Maurice. Business Information Review (2009). Articles>Management>Knowledge Management


Competitive Intelligence: How and Where to Find It

Competitive intelligence is both a product and a process. The product is actionable information -- can be used to take specific actions (e.g. prepare a winning sales proposal). The process is the systematic means of acquiring, analyzing, and evaluating it.

Montague Institute Review (1993). Articles>Knowledge Management>Journalism


A Computing Research Repository: Why Not Solve the Problems First?

The Computing Research Repository (CoRR) described by Halpern is potentially a powerful tool for researchers in computing science. In its current form, however, shortcomings exist that restrict its value and that, in the long term, might strongly undermine its usefulness. Important aspects that have insufficiently been taken care of are (1) the quality and consequently the reliability of the material stored, (2) the still restricted submission of material,which implies that other sources have to be consulted by researchers as well, (3) the still unsound financial basis of the project, and (4) the confusion that may easily arise when a preliminary version is stored in the CoRR, while a different final version is published in a journal.

van Loon, A.J. Journal of Computer Documentation (2000). Articles>Knowledge Management>Research>Online


The Contemporary Library and Information Services Manager   (peer-reviewed)   (members only)

The contemporary Library and Information Services (LIS) environment employs a multifaceted group of employees who are better educated and more expensive to recruit than in previous times. In order to maximize these talents and resources available, this modern setting requires managers — at all levels — who are versatile and fitted out with the right skills and knowledge to maintain group cohesion and to propel this dynamic environment to continuously move in unison with the society. This article identifies and discusses the required skills and knowledge of the contemporary manager. In doing so, the concepts of skill and knowledge are defined and their interrelationship is highlighted.

Knight, Jeannine. Business Information Review (2009). Careers>Knowledge Management


Contribution of the Indian Medical Service to the Documentation of Materia Medica, Medicinal Plants and Medical Topography of India, 1750-1925  (link broken)   (peer-reviewed)   (members only)

India's medical tradition and knowledge base can be traced back to the Vedas (c.5000 BC), especially the Atharvaveda. The works of Charaka and Sushruta (c.2000 years ago) are well known. Parts of this ancient knowledge have been passed down generations by word of mouth and through the gurukula system. However, documentation about the incidence of diseases, the state of health of the people, medical practices and health care delivery in India during the period prior to the 18th century is meager, the sources being mainly the notes, memoirs and travelogues of visiting travelers. During the colonial period (c.1615-1930) western medical practices took roots in the country. The colonial powers recognizing that 'knowledge is power', commissioned surveys and studies about the terrain, fauna, flora, climate, environment, customs, and indigenous health practices, etc. in different parts of India. Officers of the Indian Medical Service (IMS) wrote over 1400 books, reports, tracts and papers covering a wide range of medical and health topics. Such sources together with the tacit knowledge of the officers involved contributed to the 'colonial knowledge base'. This paper discusses briefly this knowledge base and lists the writings of the IMS officers in the fields of (1) materia medica, (2) botanical studies including Indian medicinal plants, and (3) medical topography of India.

Neelameghan, Arashanipalai. International Journal for Technical Communication (2006). Articles>Knowledge Management>Biomedical>India


Corporate Size and Knowledge Management

The more knowledge is hoarded, the less productive we were able to become. It’s difficult to get beyond that “sharing for the benefit of the whole” stigma, but when you can it can be a wonderful thing.

Hauser, Lisa. STC NJIT Student Chapter (2005). Articles>Knowledge Management>Workplace


Creating Effective Decision Aids for Complex Tasks   (peer-reviewed)

Engineering design tasks require designers to continually compare, weigh, and choose among many complex alternatives. The quality of these selection decisions directly impacts the quality, cost, and safety of the final product. Because of the high degree of uncertainty in predicting the performance of alternatives while they are still just sketches on the drawing board, and the high cost of poor choices, mathematical decision methods incorporating uncertainty have long held much appeal for product designers, at least from a theoretical standpoint.

Clarke Hayes, Caroline and Farnaz Akhavi. Journal of Usability Studies (2008). Articles>Usability>Knowledge Management>EPSS


Creating Science and Technology Information Databases for Developing and Sustaining Sub-Saharan Africa's Indigenous Knowledge   (peer-reviewed)   (members only)

In this article, indigenous knowledge is defined as holistic of all forms of knowledge emanating from an indigenous community. The critical relevance of local science and technology information (STI) databases in the development and sustainability of Africa's indigenous knowledge is discussed. It is advocated that local African STI databases should be considered required development infrastructures because they will provide information resources that are more adequate for national planning and management than their international counterparts. Furthermore, the various stakeholders and their roles are identified and the policy environment of STI databases in Africa examined. Constraints notwithstanding, local databases for African STI resources are envisaged to enhance global distribution and sharing of Africa's indigenous knowledge.

Ezinwa Nwagwu, Williams. Journal of Information Science (2007). Articles>Knowledge Management>Scientific Communication>Africa


Data Center Mailing List  (link broken)

The digital technology today allows you to manipulate or construct content in different ways not possible before. The same technology allows content to be carried across different platforms.We are providind informations in six major sectors http://www.hunt99.com

George, Ginu. Technocrats (2004). Resources>Mailing Lists>Knowledge Management


Defining a TC Body of Knowledge

First of all, a profession cannot be recognized as a profession until it is defined as such. Engineers, for instance, have a body of knowledge they must master before they can practice as engineers, whether structural, electrical, or mechanical. Although technical communicators may not yet want such a highly codified and subdivided set of skills and practices, we do need an authoritative place to find answers to that eternal question: "What do technical communicators do, anyway?"

Hart, Hillary. Between the Lines (2008). Articles>TC>Knowledge Management>Body of Knowledge


Demystifying Chinese Guanxi Networks: Cultivating and Sharing of Knowledge for Business Benefit   (peer-reviewed)   (members only)

Guanxi referrals help identify potential business partners. Through guanxi networks, businesses can establish favourable and mutually beneficial relationships vital to business success. Guanxi carries assumed knowledge of trust and facilitates business references. It is the construct of `face' that underpins this trust. The high degree of trust in guanxi networks facilitates the flow of strategic information and knowledge, further adding value to business. This article illustrates through case studies how guanxi relationships are formed and how knowledge in guanxi networks can benefit business. The case studies are drawn from experiences of three Europe-based Chinese business directors.

Chan, Ben. Business Information Review (2008). Articles>Business Communication>Knowledge Management>Collaboration



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