Table of Contents
Foreword: The Generations of Knowledge Management xi
Preface xv
Acknowledgments xix
Chapter 1 The Human Touch 1
Why This Book? 2
Terminology and Definitions 7
Taking a Holistic View 10
Getting into the Flow 17
Case Study: ToolPool 18
Chapter 2 Getting started 23
Project versus Initiative 23
Team Structures 27
Strategy and Assessment 28
Big Bang or small 32
Chapter 3 Roles 39
Who Should introduce and Drive Knowledge Flow Management? 40
Who Should Worry about Knowledge Flow Management? 43
Knowledge intermediaries 50
Chapter 4 Basic Requirements for Successful Knowledge Flow Management 57
Passionate initiative Support 57
Culture 61
Trust 64
Executive Support 68
Multiple Drivers 71
Chapter 5 Driving for Success 75
Internal Marketing: The Myth of Build it and They Will Come 75
The Pulse 83
Keep It Simple 85
Go Global: The Power of Scaling 86
Motivation 88
What If Your Knowledge Takes a Walk? 90
Chapter 6 Barriers 93
Barriers Hindering the Flow 94
Knowledge Is Power: How Long? 97
Sharing Knowledge Takes Effort 98
I Need Two More Weeks 101
Less Can Be More 104
Legal Limitations 107
Chapter 7 The Technology Trap 111
Asset or Pointer? 115
Tools: Not Only Technology 118
CoPs 118
Skills Management 119
"Knowledge Bases" 121
Portals 122
Open Space Technology 124
Search 125
Stories 126
Knowledge Transfer Sessions 127
Chapter 8 Measure and Analyze 131
Measure to Get What You Want 136
Measuring Quality 138
Analyze Your Initiative 140
Feed It Back 145
Chapter 9 Knowledge Flow Management: The Next Generation 149
The Role of Web 2.0++ 149
Social Media Internally 152
What about 2020? 153
Special Roles and Jobs 154
Stone Age: Creativity Leap through Communities 155
Technical infrastructures 156
Chapter 10 Final Thoughts 163
Appendix A Key Success Factors 167
Appendix B Additional Resources 171
About the Author 173
Index 175