Knowledge Management Tools and Techniques

Practitioners and Experts Evaluate KM Solutions


  • Madanmohan Rao, KM Consultant/Author, Bangalore, India. Editor, 'The Knowledge Management Chronicles,'

Knowledge management (KM) - or the practice of using information and collaboration technologies and processes to capture organizational learning and thereby improve business performance - is becoming one of the key disciplines in management, especially in large companies. Many books, magazines, conferences, vendors, consultancies, Web sites, online communities and email lists have been formed around this concept.This practical book focuses on the vast offerings of KM solutions—technology, content, and services. The focus is not on technology details, but on how KM and IT practitioners actually use KM tools and techniques. Over twenty case studies describe the real story of choosing and implementing various KM tools and techniques, and experts analyse the trends in the evolution of these technologies and tools, along with opportunities and challenges facing companies harnessing them. Lessons from successes and failures are drawn, along with roadmaps for companies beginning or expanding their KM practice. The introductory chapter presents a taxonomy of KM tools, identifies IT implications of KM practices, highlights lessons learned, and provides tips and recommendations for companies using these tools. Relevant literature on KM practices and key findings of market research groups and industry consortia such as IDC, Gartner and APQC, are presented.The majority of the book is devoted to case studies, featuring clients and vendors along the entire spectrum of solutions: hardware (e.g. handheld/wearable devices), software (e.g. analytics, collaboration, document management) and content (e.g. newsfeeds, market research). Each chapter is structured along the "8Cs" framework developed by the author: connectivity, content, community, commerce, community, capacity, culture, cooperation and capital. In other words, each chapter addresses how appropriate KM tools and technologies help a company on specific fronts such as fostering adequate employee access to knowledge bodies, user-friendly work-oriented content, communities of practice, a culture of knowledge, learning capacity, a spirit of cooperation, commercial and other incentives, and carefully measured capital investments and returns. Vendor history, product/service offerings, implementation details, client testimonials, ROI reports, and future trends are highlighted.Experts in the field then provide third-party analysis on trends in KM tools and technique areas, and recommendations for KM practitioners.
View full description


Executives and managers charged with developing IT solutions—CIOs, IT Directors, IT Managers, Chief Knowledge Officers


Book information

  • Published: September 2004
  • ISBN: 978-0-7506-7818-6


"Compelling reading for implementers of knowledge management projects: a clear guide to what works and what doesn't." "An up-to-date global review of tools, strategies, and ideas that reveal how KM tools really work. A big step past the promises of past, this book shows the way towards repeatable successes." "The opening overview provides helpful frameworks that are effectively illustrated in the 37 cases studies and 5 vendor experiences. A rich resource for inspiration." Insights on how to get started, how to scale up, and how to keep improving. Authoritative, detailed, invaluable, descriptions for practitioners." -- 4 above from Ben Shneiderman, University of Maryland "Dr Rao has brought together a practical, contemporary, and comprehensive view of the realities of applying knowledge management tools. The rich array of leading-edge practice he exposes will prove valuable to all knowledge practitioners." -- Ross Dawson, CEO, Advanced Human Technologies, and author, Developing Knowledge-Based Client Relationships "Sooner or later, everyone who is involved in a knowledge initiative has to come to grips with the kind of technologies and infrastructure needed to support the nurturing, capturing, leveraging and flow of knowledge and know-how throughout the enterprise network. This experience-based book lets practitioners get ready access not only to a wide range of approaches and “tools of the trade”, but also to the thinking behind the selections and what the real differences were in actual outcomes. Nice work!!" -- Jay Chatzkel, Principal, Progressive Practices; Author of Knowledge Capital: How Knowledge-Based Enterprises Really Get Built and Intellectual Capital "One of the great things about this book is that it demonstrates that knowledge management is more than information technology. It is about people sharing what they know; modern technology simply provides exciting new opportunities for making that happen. Using case studies of leading edge companies that have implemented KM, vendors that sell KM products, and experts that provide KM advice, Rao has covered the bases for anyone interested in this important topic." "This book is a smorgasbord of perspectives on knowledge management. You are bound to find many good things to take in: numerous case studies of KM practices in both private and public sector organizations, commentaries from experts in the field, and descriptions of technologies that populate the KM landscape. Rao has done an outstanding job of bringing together in one place state-of-the-art practices and tools in knowledge management." -- both of the abovr from Mark L. Lengnick-Hall, author of Human Resource Management in the Knowledge Economy (Berrett-Koehler) "KM Tools and Techniques offers a rich array of stories and vignettes of how companies are deploying new technologies, supporting social innovation and devising new measurement systems as a foundation for business success in the knowledge economy. There is something here for KM practitioners at every level: Madan Rao's bird's eye overview of the KM landscape; detailed company case studies direct from practitioners; and concise explorations of specific tools, methods and issues by leading innovators and technology vendors. A great resource!" -- Verna Allee, author The Knowledge Evolution and The Future of Knowledge

Table of Contents

Table of ContentsChapter 1: OverviewCase Studies: Chapter 2: AccentureChapter 3: APQCChapter 4: Asea Brown BoveriChapter 5: Cable&WirelessChapter 6: Computer Services CorporationChapter 7: Daimler-ChryslerChapter 8: easyJetChapter 9: EricssonChapter 10: Ernst&YoungChapter 11: FordChapter 12: Fuji XeroxChapter 13: HPChapter 14: Innovators Online Network, New ZealandChapter 15: Institute for Johns Hopkins NursingChapter 16: KPMGChapter 17: National Office of the Information Economy, AustraliaChapter 18: Office of Small Business, AustraliaChapter 19: Rolls-RoyceChapter 20: UnileverChapter 21: World BankConsultant/Guru perspectives:Chapter 22: Ritendra Banerjee (overview) Chapter 23: Eric Woods (collaboration) Chapter 24: Arik Johnson (CI, KM and blogging) Chapter 25: Heidi Collins (knowledge portals) Chapter 26: Jon Mason (e-learning, KM) Chapter 27: Patti Anklam, Hutchison Associates (social network analysis) Chapter 28: Steve Barth (personal KM) Vendor experiences Chapter 29: AskMeChapter 30: EntopiaChapter 31: iManageChapter 32: InxightChapter 33: ServiceWareChapter 34: Author biographies