Christine Welch

1
Christine Welch

• Principal Lecturer in Business Information
  Systems, Department of Strategy Business
  Systems
• Course Leader, MSc Knowledge Management

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Communication Strategies

• Harnessing Knowledge

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Why are we overloaded?

• Data
• Information
• Knowledge
• Knowledge leads to action

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Data Overload

• Pace of working life
• Electronic systems
• Psychology of communication

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Good quality information

• Meaningful
• Accurate
• Timely
• Relevant
• Concise
• Accessible

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Channels

• How does data reach you?
• From whom does it come?
• How do you access it?
• How were these channels designed?

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Knowledge

• How can I inform myself?
• Who could I consult?
• Where could I find the data?
• Has this problem arisen before?
• What is best practice?
• Is this problem new?
• How did I solve it?
• How can I pass on this experience?

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Knowledge Management

• Thinking about
• Knowledge creation and sharing
• Consultation
• Accessibility
• Knowledge exploitation
• Designing channels and repositories
• Training staff
• Using appropriate IT systems

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Examples from HP

• Intranet
• Repository for papers, presentations, technical
  specifications, pointers to external sites
• Classified using metadata type, format, etc.
• Search engine, browsing, archiving
• Document imaging systems
• Incoming mail and other paper based documents can
  be digitised
• Artificial Intelligence e.g. case based systems

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Examples

• Connex
• Allows person to search for an expert, e.g. I
  need to consult someone with a doctorate in
  engineering, who knows ISDN well and lives in
  Germany
• Trainers Trading Post
• Allows trainers/educators to exchange experiences
• Network News for partners
• Grapevine targets distribution of knowledge
  based on content categories

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Knowledge Management Tools

• KM is not just about technologies, it is about
  organizational, cultural and personal change
• IT wont manage your business for you its what
  you do with it