Knowledge Management Tools and Techniques

1st Edition

Practitioners and Experts Evaluate KM Solutions

Print ISBN: 9780750678186
Imprint: Butterworth-Heinemann
Published Date: 23rd September 2004
Page Count: 456


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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

Key Features

  • The only book in which practitioners evaluate various KM solutions
  • Case studies describe how real companies use KM tools and technologies
  • Provides clear lessons from real successes and failures


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

Table of Contents

Table of Contents

Chapter 1: Overview Case Studies:
Chapter 2: Accenture Chapter 3: APQC Chapter 4: Asea Brown Boveri Chapter 5: Cable&Wireless Chapter 6: Computer Services Corporation Chapter 7: Daimler-Chrysler Chapter 8: easyJet Chapter 9: Ericsson Chapter 10: Ernst&Young Chapter 11: Ford Chapter 12: Fuji Xerox Chapter 13: HP Chapter 14: Innovators Online Network, New Zealand Chapter 15: Institute for Johns Hopkins Nursing Chapter 16: KPMG Chapter 17: National Office of the Information Economy, Australia Chapter 18: Office of Small Business, Australia Chapter 19: Rolls-Royce Chapter 20: Unilever Chapter 21: World Bank

Consultant/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: AskMe Chapter 30: Entopia Chapter 31: iManage Chapter 32: Inxight Chapter 33: ServiceWare

Chapter 34: Author biographies


No. of pages:
© Butterworth-Heinemann 2005
Paperback ISBN:


"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 knowled