Idea Knowledge Management Tools and Techniques

Characterizing Introductions
Knowledge Management
Tools • Name
Half-day Tutorial Presented by Kurt W. Conrad • Organization

conrad@sagebrushgroup.com
• Why are you attending this tutorial?
Developed by Kurt W. Conrad , Brian (Bo) Newman, and Dr. Art Murray • What are you hoping to get out of it?
Based on A Framework for Characterizing Knowledge Management Methods, Pra ctices
and Technologies, Newman and Conrad, 1999
• Specific areas of interest
From The Knowledge Management Theory Papers
A series of papers on the theories, processes and practices behind Knowledge Management
(c) The Knowledge Management Forum, 2000 1 (c) The Knowledge Management Forum, 2000 2
Introducing Introducing
Kurt Conrad Bo Newman
• Director of Knowledge Management for Tomorrow • Founder of the KM Forum
Farm
• Specializes in • Recognized as one of top 10 KM
– Enterprise document management practitioners
– Strategic planning and mediation
– Process and methodology development
• Active in development of supporting
– SGML, XML, and related standards theories and practices for over 15 years
• kurt@tomorrowfarm.com, kurt.conrad@km-forum.org, • bo.newman@km-forum.org
conrad@sagebrushgroup.com
1
Introducing Introducing
Dr. Art Murray KM Forum
• President of Telart Technologies, Inc. The original, virtual community of
• 24 years experience leading advanced practice that focused on discussing and
information and knowledge systems initiatives exploring the foundations of what has
• Adjunct professor in the School of Engineering now become Knowledge Management
and Applied Science at The George
Washington University
• Collaborates with American and Russian www.km-forum.org
scientists to integrate western and eastern
approaches to KM
Introducing
Tomorrow Farm Why Characterize Tools?
Strategically integrates creativity and • Any tool can enhance knowledge
technology to produce effective digital media
– Improve knowledge flow
– Highly-dynamic, database-driven web sites for
cutting-edge dot-coms – “Intelligize” behaviors
– Film and video production for advertising, – Increase organizational value
marketing, and corporate communications
– CD-ROM and DVD production for marketing,
• Individual tools are not same as a
instruction, and entertainment comprehensive KM solution
www.tomorrowfarm.com • Tools can’t manage knowledge
2
Why Characterize Tools?
The Chaos that is KM Tutorial Overview
• KM technology market undermines • Combination of lecture and small group
understanding exercises
– Everything is labeled “KM” • Goals
– No clear distinctions or differentiation – Introduce the KM Tool Characterization
– Not clear how things fit together Framework
– Difficult to integrate methods, practices, and – Use KMTCF to assess potential impacts of tools
technologies on Knowledge Flows
• Characterization is one answer to the chaos – Review other potential applications of the
Characterization Framework
Tutorial Overview
Agenda
Module 1: Key Terms and Concepts
Module 1:
Module 2: Framework Overview
Key Terms and Concepts
Module 3: Practice Session
– Selection of Topics
– Small Group Analysis
– Reporting of Findings
Module 4: Advanced Usage
Wrap-Up
3
Key Terms and Concepts Key Terms and Concepts
Origins of Concepts Knowledge Flows
• Outgrowth of Newman’s study of knowledge Knowledge flows comprise the set of
lifecycles and development of his General
processes, events, and activities through
Knowledge Model
which data, information, knowledge, and
• Refined through Conrad’s application to strategic meta-knowledge are transformed from
IT and organizational development initiatives
one state to another resulting in, but not
• First formalized to support Murray’s Introduction limited to, knowledge creation and
to Knowledge Management course, currently capture, retention, transfer, and use.
being taught at George Washington University
Key Terms and Concepts Key Terms and Concepts

Knowledge Flow Elements Agents
• Agents • Agents perform all actions and make all
decisions within a knowledge flow
• Knowledge Artifacts
• Agents come in various types
• Activities (agent behaviors organized by – Individuals: Who don't perform a given task the exact same
activity area) way every time
– Automated agents: Which can’t deal with tacit knowledge
– Organizations: Who can neither read nor write
Note: No matter where you start introducing these • The same behavioral models do not apply to
concepts, you have to start somewhere else all types of agents
4
Key Terms and Concepts - Agents Key Terms and Concepts - Agents
Individuals as Agents Automated Agents
• Key behavioral traits • Key behavioral traits
– Inconsistency, creativity, adaptability, etc. – Excel at dealing with explicit artifacts
– Highly-engineered
• Strengths
– Able to deal with wide ranges of abstraction, codification, and • Strengths
representation – Exacting repetitiveness, high speed
– Original “multi-media” agent – High-volume, stable memory
• Weaknesses • Weaknesses
– Imperfect memory: forget and change – Lack of foresight
– Unstable ontologies (world views) – Inability to handle tacit artifacts
– Not good at repetitive behavior – Weak adaptation behaviors
Key Terms and Concepts - Agents Key Terms and Concepts

Organizational Agents Knowledge Artifacts
• Key behavioral traits Knowledge artifacts flow among and
– Slow to change
form the linkages between the activities
– Long-lived
– Unable to make decisions and take action
and events that comprise knowledge
flows.
• Strengths
– Leverage multiple skills and talents
– Cultural stability
– Predictable behavior As processes speed up, artifact life
• Weaknesses spans get shorter
– Resistance to change and new paradigms
5
Key Terms and Concepts - Artifacts Key Terms and Concepts - Artifacts
Artifact Characteristics Explicit Artifacts
• Artifacts differ in codification, rendering, • Can be directly and completely transferred
abstraction, and articulation from one agent to another
• Current differentiations • Normally codified so that we can touch, see,
– Explicit artifacts hear, feel, and or manipulate them
– Implicit artifacts – Books
– Tacit artifacts – Reports
• Artifacts are passive – Data files
Have you ever seen a financial report make a decision, – Other forms that have a physical manifestation
or a book on aerodynamics build an airplane?
Key Terms and Concepts - Artifacts Key Terms and Concepts - Artifacts
Implicit Artifacts Tacit Artifacts
• Meaning is not explicitly captured, but can be • What you cannot talk about
inferred
– Knowing more than you can say
– Incomplete codification
– Need for additional context – Defy expression and codification
– Have very far reaching influences
• Most difficult concept of the three
– Gray zone – May be the most insidious and powerful of
the three
– Often confused with tacit
• Represent vast bulk of human communications • Bound up in culture, values, and feelings
6
Key Terms and Concepts Terms and Concepts – Activities
Activities Activity Areas
• Agent behavior comprises the action and Creation
decision making elements of knowledge
flows
• Segmenting behaviors into activity areas Utilization
simplifies analysis
• Each activity area is associated with Transfer
different processes, tasks, and design Retention
implications
Source: General Knowledge Model, Newman and Conrad, 1999
Creation Creation
Terms and Concepts – Activities Utilization Terms and Concepts – Activities Utilization
Knowledge Creation Transfer Retention Knowledge Retention Transfer Retention
Any activity that brings new knowledge • For knowledge to be usable it must be
into the system stored for some period of time
– Development
• Knowledge retention
– Discovery
– Preserves knowledge artifacts
– Capture
– Maintains the viability of knowledge within
– Acquisition the system
– Etc. – Is imperfect
7
Creation Creation
Retention Activities Transfer Retention Knowledge Transfer Transfer Retention
• People create stories, build machines, develop Knowledge transfer moves knowledge
models, code software from one agent to another
• Organizations re-enforce and preserve culture – From knowledge developers to knowledge
– Work procedures users
– Unwritten rules – From one work group to another
– Mores and values – From suppliers to vendors and vendors to
customers
• Computers store data
Creation Creation
Transfer Activities Transfer Retention Knowledge Utilization Transfer Retention
• People tell stories • The various ways that knowledge is

• Mentors teach used to
– Enable actions
• Markets use pricing to communicate value
– Support decisions
• Organizations transfer and promote people
• KU Events provide the rationales
• Instrumentation and control systems monitor
events
and value propositions that drive
knowledge flows
8
Creation
Terms and Concepts – Activities Utilization
Utilization Activities Transfer Retention

Module 2:
• People trade stocks, buy cars, get married KM Tool Characterization
• Airplanes fly Framework Overview
• Software systems execute algorithms
• Cells divide
• Organizations create value
• Cultures squash radicals
KMTCF Overview KMTCF Overview

Framework Developed to What is “The Framework”
• Organize and classify “KM tools” based on • A set of analytical principles that target
their impacts on the various elements of the ways that tools interact with and
Knowledge Flows impact
– Agents
• Assess the performance characteristics of
other tools used in Knowledge systems – Artifacts
– Activities
• Combat the conceptual clutter
• Associated worksheets that package key
concepts and focus analysis
9
First-generation Rendering Current Rendering
Activity Activity Agent Artifact
• Form-based
Tool Focus
Phase Level Type Type
• Includes analytical support elements
Name
Practice
Method
Technology
Creation
Retention
Transfer
Utilization
High-Level
Mid-Level
Decision or Action
Individual
Automated
Organizational
Explicit
Implicit
Tacit
Agent
Artifact
Process
– Focus questions
– Low, medium, high impact rankings
– Fields for rationale and descriptions
• Two versions
– Three-page worksheet
– One-page summary

Analysis Principals Scenario
• Keep it simple • Define an application scenario for the
• OK to work in non-linear fashion tool being characterized
• Expect individuals to vary in their • What is the organizational and/or

interpretations and analysis business context?
• Only analyze to point of differentiation • For what business problems or functions
– Articulate type of impact (result) is the tool being considered?
– Not mechanics driving impact (process)
10
KMTCF Overview KMTCF Overview – Tool Type
Tool Type Technologies
• The KMTCF differentiates three kinds of • Commonly associated with automated
tools and mechanized agents
– Technology
• Examples
– Method
– Hardware
– Practice
– Software
• Each type of tool has different – Associated data
characteristics and limitations
KMTCF Overview – Tool Type KMTCF Overview – Tool Type

Method Practice
• Commonly associated with individuals, • Usually associated with organizational
small groups, and specialized context- and social agents
specific rules
• Involves application of broadly accepted
• Comprises specific, well-engineered theories and methods
ways of behaving
– Formula • Characterized by well-defined heuristics
– Procedure (ways of thinking)
– Protocol
11
Agent Impacts Organizational Impacts
• Who uses the tool and how? • How are the different levels of the
• Who’s behavior is affected through the organization affected by this tool?
application of the tool and how?
• The KMTCF differentiates three
• Agent types organizational levels
– Individual Agents (people) – High-level
– Automated Agents (machines) – Mid-level
– Organizational Agents (organized collections of – Low-level
various agent types)
KMTCF Overview – Organization KMTCF Overview – Organization

High-level Impacts Mid-level Impacts
Usually associated with Usually associated with
– Enterprise-wide initiatives – Individual business units or functions
– Organization’s mission – Tactical decisions
– Strategic goals and objectives – Operations
– Long-term impacts – Programs
– Organizational culture and values – Projects
– Policies – Procedures
12
KMTCF Overview – Organization KMTCF Overview
Low-level Impacts Artifact Interactions
Usually associated with What knowledge artifacts does the tool
– Task-level functions interact with?
– Work packages – What artifacts are used by (inputs to) the
tool?
– Individual actions and decisions
– What artifacts are output from (or affected
– Point-to-point communications by) the tool?
KMTCF Overview – Artifact Interactions KMTCF Overview

Artifact Types Behavioral Impacts
• Explicit Artifacts What are the impacts of the tool in each
– Have form and substance activity area?
– Written, spoken, digital, etc.
– Creation
• Implicit Artifacts
– Retention
– Incomplete and context-dependent
– Could be made explicit – Transfer
• Tacit Artifacts – Utilization

– Know but can’t say
– Can’t make explicit
13
KMTCF Overview
Focus
Module 3:
Which interactions does the tool target?
– Agent (the tool enables actions and
Practice Session
decisions; modifies agent behaviors)
– Artifacts (the tool is optimized around
creation, retention, or transfer of artifacts)
– Behavior (the tool improves process
efficiency or integrates processes)
Practice Session
Module 4:
• List potential analysis topics
– Methods
Advanced Usage
– Practices
– Technologies
• Form teams and pick topics

• Perform analysis
• Report findings
14
KMTCF Overview – Organization KMTCF Overview
Low-level Impacts Artifact Interactions
Usually associated with What knowledge artifacts does the tool
– Task-level functions interact with?
– Work packages – What artifacts are used by (inputs to) the
tool?
– Individual actions and decisions
– What artifacts are output from (or affected
– Point-to-point communications by) the tool?
KMTCF Overview – Artifact Interactions KMTCF Overview

Artifact Types Behavioral Impacts
• Explicit Artifacts What are the impacts of the tool in each
– Have form and substance activity area?
– Written, spoken, digital, etc.
– Creation
• Implicit Artifacts
– Retention
– Incomplete and context-dependent
– Could be made explicit – Transfer
• Tacit Artifacts – Utilization

– Know but can’t say
– Can’t make explicit
13
KMTCF Overview
Focus
Module 3:
Which interactions does the tool target?
– Agent (the tool enables actions and
Practice Session
decisions; modifies agent behaviors)
– Artifacts (the tool is optimized around
creation, retention, or transfer of artifacts)
– Behavior (the tool improves process
efficiency or integrates processes)
Practice Session
Module 4:
• List potential analysis topics
– Methods
Advanced Usage
– Practices
– Technologies
• Form teams and pick topics

• Perform analysis
• Report findings
14
Advanced Usage
Advanced Usage Knowledge Engineering
The KMTCF is based on a more general • The KMTCF focuses on policy-level impacts
conceptual framework which can be • Alternatively, tools can be analyzed based on
applied in a variety of ways their internal mechanics
– Knowledge Engineering – Functional deconstruction
– Gap Analysis – Sub-unit relationships

– Dependencies
– Systems Development
– Marketing KM and IT Products • Such an approach is better suited to solving
engineering and integration problems
Advanced Usage Advanced Usage

Gap Analysis Systems Development
Characterizing complex knowledge flows Mapping knowledge flows to automation
– Clarifies distinctions between artifacts,
opportunities
agents, and behaviors – Clarifies functional requirements
– Helps to illuminate both patterns and gaps – Isolates integration points
• Unarticulated elements
– Validates the scope of development efforts
• Missing elements
– Reduces instability of specifications
• Knowledge gaps and breakdowns
– Differentiates commercial tools
15
Advanced Usage
Marketing KM and IT Products Wrap -Up
Tool vendors can use the • The value of a specific tool results as much (if
characterization framework to not more) from how it is applied than from the
– Characterize customer demand tool’s internal characteristics
– Distinguish where both existing and new tools fit into • Better characterization of problem spaces and
the KM solution space
potential solutions
– Overcome “re-labeling” complaints
– Improves functionality
– Differentiate products and services in a well-grounded
way – Speeds results
– Identify strategic opportunities for product evolution – Increases the odds of organizational success
and increased customer value
16
Advanced Usage
Advanced Usage Knowledge Engineering
The KMTCF is based on a more general • The KMTCF focuses on policy-level impacts
conceptual framework which can be • Alternatively, tools can be analyzed based on
applied in a variety of ways their internal mechanics
– Knowledge Engineering – Functional deconstruction
– Gap Analysis – Sub-unit relationships

– Dependencies
– Systems Development
– Marketing KM and IT Products • Such an approach is better suited to solving
engineering and integration problems
Advanced Usage Advanced Usage

Gap Analysis Systems Development
Characterizing complex knowledge flows Mapping knowledge flows to automation
– Clarifies distinctions between artifacts,
opportunities
agents, and behaviors – Clarifies functional requirements
– Helps to illuminate both patterns and gaps – Isolates integration points
• Unarticulated elements
– Validates the scope of development efforts
• Missing elements
– Reduces instability of specifications
• Knowledge gaps and breakdowns
– Differentiates commercial tools
15
Advanced Usage
Marketing KM and IT Products Wrap -Up
Tool vendors can use the • The value of a specific tool results as much (if
characterization framework to not more) from how it is applied than from the
– Characterize customer demand tool’s internal characteristics
– Distinguish where both existing and new tools fit into • Better characterization of problem spaces and
the KM solution space
potential solutions
– Overcome “re-labeling” complaints
– Improves functionality
– Differentiate products and services in a well-grounded
way – Speeds results
– Identify strategic opportunities for product evolution – Increases the odds of organizational success
and increased customer value
16
KM Tool Characterization Framework Worksheet
Tool Name
Scenario What is the business and/or organizational context?
For what business problems or functions is the tool being considered?
Type of Tool What kind of tool is this? (Pick One)
F Technology Rationale
Hardware, software, and associated data (automated, mechanized)
F Method
Strict rules, formula, and algorithmic behavior (ways of behaving)
F Practice
Characterized by well-defined heuristics (ways of thinking)
Agent Impacts Who uses the tool and for what?
Agent Type L M H Description
Individual Agents F F F
People
Automated Agents F F F
Hardware, software, and machines
Organizational Agents F F F
Organized collections of agents
Who’s behavior is affected through the application of the tool and in what ways?
People
Hardware, software, and machines
Organized collections of agents
© The Knowledge Management Forum, 2000 Page 1

Tool Name
Organizational Impacts How are the different levels of the organization affected by this tool?
Organizational Level L M H Description
High-level F F F
Enterprise-wide, strategic goals and
objectives, long-term impacts
Mid-level F F F
Individual business unit or function,
program and project-level functions
Low-level F F F
Task-level, work packages, individual
decisions and actions
Artifact Interactions What knowledge artifacts does the tool interact with?
Inputs (used by) L M H Description and input specifications
Explicit F F F
Written, spoken, digital, etc.
Implicit F F F
Incomplete and context-dependent
Tacit F F F
Know but can’t say; can’t make explicit
Outputs (or affected by) Description, output specifications, and transformations
Explicit F F F
Implicit F F F
Tacit F F F

Tool Name
Organizational Level L M H Description
High-level F F F
Enterprise-wide, strategic goals and
objectives, long-term impacts
Mid-level F F F
Individual business unit or function,
program and project-level functions
Low-level F F F
Task-level, work packages, individual
decisions and actions
Artifact Interactions What knowledge artifacts does the tool interact with?
Inputs (used by) L M H Description and input specifications
Explicit F F F
Implicit F F F
Tacit F F F
Outputs (or affected by) Description, output specifications, and transformations
Explicit F F F
Implicit F F F
Tacit F F F

Tool Name
Behavioral Impacts What are the impacts of the tool in each activity area?
Activity Area L M H Description
Creation F F F
Development, capture, acquisition
Retention F F F
Storage, maintenance, availability
Transfer F F F
Transport, translation, communication
Utilization F F F
Enabling actions and decisions
Focus Which set of interactions does the tool target? (Pick One)
F Agents Rationale
Tool enables actions and decisions; modifies agent behaviors
F Artifacts
Tool is optimized around creation, retention, or transfer of artifacts
F Behavior
Tool improves process efficiency, integrates processes

Tool Name
Activity Area L M H Description
Creation F F F
Development, capture, acquisition
Retention F F F
Storage, maintenance, availability
Transfer F F F
Transport, translation, communication
Utilization F F F
Enabling actions and decisions
Focus Which set of interactions does the tool target? (Pick One)
F Agents Rationale
Tool enables actions and decisions; modifies agent behaviors
F Artifacts
Tool is optimized around creation, retention, or transfer of artifacts
F Behavior
Tool improves process efficiency, integrates processes

KM Tool Characterization Framework Summary
Tool Name
Scenario What is the business context? For what business problem is the tool being considered?
Type of Tool What kind of tool is this?
F Technology
F Method
F Practice
Agent Impacts L M H Who uses the tool and how?
Who’s behavior is affected through the use of the tool and how?
High-level F F F
Mid-level F F F
Low-level F F F
Artifact Interactions What knowledge artifacts are used by (input to) the tool?
Explicit F F F
Implicit F F F
Tacit F F F
What knowledge artifacts are output from (or affected by) the tool?
Explicit F F F
Implicit F F F
Tacit F F F
Creation F F F
Retention F F F
Transfer F F F
Utilization F F F
Focus Which set of interactions does the tool target?
F Agents
F Artifacts
F Behavior
© The Knowledge Management Forum, 2000

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Characterizing Introductions

Half-day Tutorial Presented by Kurt W. Conrad • Organization

Key Terms and Concepts Key Terms and Concepts

Key Terms and Concepts - Agents Key Terms and Concepts

Knowledge Creation Transfer Retention Knowledge Retention Transfer Retention

Retention Activities Transfer Retention Knowledge Transfer Transfer Retention

Transfer Activities Transfer Retention Knowledge Utilization Transfer Retention

• People tell stories • The various ways that knowledge is

Terms and Concepts – Activities Utilization

Utilization Activities Transfer Retention

KMTCF Overview KMTCF Overview

KMTCF Overview KMTCF Overview

• Expect individuals to vary in their • What is the organizational and/or

KMTCF Overview – Tool Type KMTCF Overview – Tool Type

KMTCF Overview – Organization KMTCF Overview – Organization

KMTCF Overview – Artifact Interactions KMTCF Overview

• Tacit Artifacts – Utilization

• Form teams and pick topics

KMTCF Overview – Artifact Interactions KMTCF Overview

• Tacit Artifacts – Utilization

• Form teams and pick topics

– Gap Analysis – Sub-unit relationships

Advanced Usage Advanced Usage

– Gap Analysis – Sub-unit relationships

Advanced Usage Advanced Usage

Scenario What is the business and/or organizational context?

For what business problems or functions is the tool being considered?

Type of Tool What kind of tool is this? (Pick One)

Agent Impacts Who uses the tool and for what?

Agent Type L M H Description

© The Knowledge Management Forum, 2000 Page 1

Organizational Level L M H Description

Inputs (used by) L M H Description and input specifications

Outputs (or affected by) Description, output specifications, and transformations

© The Knowledge Management Forum, 2000 Page 2

Organizational Level L M H Description

Inputs (used by) L M H Description and input specifications

Outputs (or affected by) Description, output specifications, and transformations

© The Knowledge Management Forum, 2000 Page 2

Activity Area L M H Description

© The Knowledge Management Forum, 2000 Page 3

Activity Area L M H Description

© The Knowledge Management Forum, 2000 Page 3

Type of Tool What kind of tool is this?

© The Knowledge Management Forum, 2000

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