Chapter 7

Developing a Core
Knowledge Framework

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 Introduction (1/2)

• Most organizations face a knowledge glut

• Many apply a ‘kitchen sink’ approach to
providing access to knowledge
• This can prevent useful application of
knowledge
• The goal of knowledge management is to
facilitate ready access to critical knowledge
when people need it

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 Introduction (2/2)

Content management
• Vital to effective knowledge management
• Identifies and categorizes valued knowledge
• Manages and maintains the currency and
accessibility of that knowledge

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 Core Knowledge

• Strategic or operational knowledge which

contributes to essential organizational
processes or outcomes
• Long-term value to the organization
• Enables high performance on core activities
• Justifies the cost of knowledge capture and
management
• Minimizes duplication, misinformation and
redundant effort

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 The Three Phases of Managing Core
Knowledge

• Knowledge management relies on an

effective content management system
(CMS)
• The CMS is developed progressively:
– Phase 1: clarify the core knowledge scope
– Phase 2: define core knowledge parameters
– Phase 3: develop the core knowledge
structure

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 Phase 1:
Clarify the Core Knowledge Scope (1/4)

• Explores the types of core knowledge found

in the organization and the ways in which
that knowledge is used
• Clarifies the nature of the organization’s core
business
• Determines the knowledge domain to be
supported and encouraged
• Ensures staff have the capabilities to use
that knowledge

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 Phase 1:
Clarify the Core Knowledge Scope (2/4)

Identifying the core business and its

knowledge requirements
• What are the major organizational activities?
• Where is the firm going?
• Is there specialized or unique knowledge?
• Which knowledge needs to be shared?
• Can the costs of sharing be recouped through the
use of that knowledge?
• What are the benefits of enabling the use of the
knowledge by others?
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 Phase 1:
Clarify the Core Knowledge Scope (3/4)

Define the knowledge domain

• Areas of knowledge that support the core
business strategy of the organization
• Each organization develops a different
knowledge domain
• Knowledge which members need to share
and use as common resources
• Knowledge which is strategic and needs to
be developed and cultivated over time
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 Phase 1:
Clarify the Core Knowledge Scope (4/4)

Review knowledge capabilities

• Identification of desired capabilities, valuable
sources of knowledge, demonstrable
capabilities and knowledge practices
• What do our employees really know?
• What should they know?
• How can they gain this knowledge?

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 Phase 2:
Define Core Knowledge Parameters
(1/6)

• Defines and builds policies relating to the

core knowledge domain identified in
phase 1
• Provides boundaries for the core knowledge
to be supported in the KMS
• Ensures relevant contributions to the
system, and appropriate use of the system
• Still accommodates evolving requirements

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 Phase 2:
Define Core Knowledge Parameters
(2/6)

Defining core knowledge

• Clear definition of what is important
• Directs employee attention and knowledge
management resources to that knowledge
• Should reflect the capacity to manage and
contribute to the resultant domain
• May commence with a very tight focus and
then expand as time progresses

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 Phase 2:
Define Core Knowledge Parameters
(3/6)

• Categories of core knowledge:

– Basic core knowledge: essential knowledge
generated, shared and accessed by all staff
– Strategic core knowledge: limited access,
progressive development, needs updating
– Developmental core knowledge: potentially
beneficial, but still under development

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 Phase 2:
Define Core Knowledge Parameters
(4/6)

• Defining the core — practical considerations:

– Absorptive capacity of the individuals
– Will there be sufficient return on the
investment costs of capturing, recording and
maintaining knowledge?
– Does the increased management add value?
– Can the system be maintained?
– Will the KMS make the knowledge more
accessible?
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 Phase 2:
Define Core Knowledge Parameters
(5/6)

Develop the core knowledge policy

• Describes the nature of core knowledge
• Clarifies importance and value of knowledge
• Outlines the roles of various stakeholders
• Provides guidance on the overall principles
to be applied
• Policies do not normally include procedures
and practice — these are contained in
guidelines which can change as required
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 Phase 2:
Define Core Knowledge Parameters
(6/6)

• Some policy considerations

– What, how and when will employees share
their core knowledge?
– Policy implementation
– Relationship with other organizational
processes and systems?
– Confidential, competitive knowledge
– Transient strategic knowledge management

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 Phase 3:
Developing the Core Knowledge
Structure (1/7)

• Systems and processes which assist with

mapping and organizing the organization’s
core knowledge
• Encompasses mapping, categorizing,
indexing and otherwise labelling core
knowledge to facilitate its management
• Enables the ready retrieval of core
knowledge through effective search
processes
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 Phase 3:
Developing the Core Knowledge
Structure (2/7)

User-driven core knowledge

versus
Systematic core knowledge definition

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 Phase 3:
Developing the Core Knowledge
Structure (3/7)

Mapping core knowledge

• Knowledge maps describe the core
knowledge categories and focal areas
• Define the structural breakdown of the
different core knowledge areas
• Two types of maps can be developed:
relational knowledge maps or operational
knowledge maps

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Relational knowledge map
Operational knowledge map
 Phase 3:
Developing the Core Knowledge
Structure (4/7)

Establishing and promoting the knowledge

repository
• Repositories link the different sources by
integrating them into a single united system
which can be searched in many different
ways
• Structured or unstructured repository
management strategies?

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 Phase 3:
Developing the Core Knowledge
Structure (5/7)
• Structured repository management
– Integrate the use of common structures,
formally constituted headings and content
descriptors to describe the content
– Keyword headings facilitate subsequent
retrieval by providing predictable and reliable
terms which are used by both contributors
and knowledge seekers
– Descriptors guide the user as to the defined
content to be found under a keyword
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 Phase 3:
Developing the Core Knowledge
Structure (6/7)

• Unstructured knowledge repositories

– Knowledge is not structured in terms of
content, but is found using free-text
searching
– Usage is flexible, and sources can be
accessed in many creative ways
– Successful identification of sources relies on
the use of common language and ideas

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 Phase 3:
Developing the Core Knowledge
Structure (7/7)

• Repository design principles

– Ensure only core knowledge is included
– Clarify the level of control over content
– Browser design should match the user needs
and capabilities
– There should be easy access to the system
and user guidance
– Search agents may assist the user

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 Content Authorship

• Knowledge in repositories will be reused,

adapted and generally changed over time
• Should people be recognized for their
contributions?
• The source documentation can recognize
each individual’s contribution and the date of
the contribution
• Recognition and reward systems may also
integrate this information
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 Concluding Points

• Content management is a critical factor in

building an effective KMS
• Core knowledge should be clearly defined
and agreed before the KMS is implemented
• Structured and well controlled systems
provide better overall support to the user
• Knowledge repositories rely on effective
knowledge maps to guide their structure and
management
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 Today’s focus questions:

• What is core knowledge?

• Why is it important to clarify the scope and
nature of core knowledge?
• What are some of the likely issues which
may arise when building a content
management system?

– Lecture reference: Debowski, Chapter 7

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