A Strategy-Based Ontology of Knowledge Management Technologies André Saito, Katsuhiro Umemoto and Mitsuru Ikeda Japan Advanced Institute of Science and Technology Graduate School of Knowledge Science Journal of Knowledge Management Vol. 11, No. 1 (2007) Ver 1.1 – 2006.01.17

Background Knowledge management (KM) is still emerging The word knowledge has many different meanings Contributions come from many disciplines The role of technology in KM needs further explanation Technology itself is complex and fast-paced Existing accounts present limitations A link between KM technologies and strategy is missing KM itself suffers from lack of strategic alignment Strategic alignment of IT is a well known issue

Knowledge management (KM) is still emerging

The word knowledge has many different meanings

Contributions come from many disciplines

The role of technology in KM needs further explanation

Technology itself is complex and fast-paced

Existing accounts present limitations

A link between KM technologies and strategy is missing

KM itself suffers from lack of strategic alignment

Strategic alignment of IT is a well known issue

Objectives and Methodology Objectives To describe the relations among technology, KM, and strategy To categorize available KM technologies according to those relations. Methodology An ontology development method was used to identify and formally define concepts and their relationships Two sub-domains were mapped: KM technologies and KM strategy

Objectives

To describe the relations among technology, KM, and strategy

To categorize available KM technologies according to those relations.

Methodology

An ontology development method was used to identify and formally define concepts and their relationships

Two sub-domains were mapped: KM technologies and KM strategy

Findings on KM strategy Three meanings associated to the term: An approach to KM Express a particular perspective on knowledge and how it can be managed A knowledge strategy Identify and prioritize knowledge to be managed, based on its contribution to business strategy A KM implementation strategy Describes steps and conditions for the successful implementation of KM initiatives

Three meanings associated to the term:

An approach to KM

Express a particular perspective on knowledge and how it can be managed

A knowledge strategy

Identify and prioritize knowledge to be managed, based on its contribution to business strategy

A KM implementation strategy

Describes steps and conditions for the successful implementation of KM initiatives

KM strategy as… Approach to KM

KM strategy as… Knowledge strategy

KM strategy as… KM implementation strategy

KM strategy conceptual map

Findings on KM technologies Common sources of misunderstanding: Technologies are usually associated with knowledge processes , which are numerous and highly context-dependent Technologies are usually integrated into systems, in many different levels Component technologies ≠ KM systems KM systems can be either generic or domain-specific applications Generic KM applications ≠ Business applications

Common sources of misunderstanding:

Technologies are usually associated with knowledge processes , which are numerous and highly context-dependent

Technologies are usually integrated into systems, in many different levels

Component technologies ≠ KM systems

KM systems can be either generic or domain-specific applications

Generic KM applications ≠ Business applications

An ontology of KM technologies Three basic categories: Component technologies (integrated into other systems) KM applications (for general knowledge processes) Business applications with KM functionality (for specific business processes)

Three basic categories:

Component technologies (integrated into other systems)

KM applications (for general knowledge processes)

Business applications with KM functionality (for specific business processes)

KM component technologies Storage . Databases, repositories, file-servers, data warehouses, data marts, etc. Connectivity . Internet, security, wireless, mobility, authentication, P2P, etc. Communication . E-mail, mailing lists, discussion groups, chat, instant messaging, audio/video conferencing, VoIP, etc. Authoring . Office suites, desktop publishing, graphic suites, multimedia, imaging, etc. Distribution . Web, intranets, extranets, enterprise portals, personalization, syndication, audio/video streaming, etc. Search . Search engines, search agents, indexing, glossaries, thesauri, taxonomies, ontologies, collaborative filtering, etc. Analytics . Query, reporting, multi-dimensional analysis (OLAP), etc. Workflow . Process modeling, process engines, etc. E-learning . Interactive multimedia (CBT), web seminars, simulations, etc. Collaboration . Calendaring, file sharing, meeting support, application sharing, group decision support, etc. Community . Community management, web logs, wikis, social network analysis, etc. Creativity . Cognitive mapping, idea generation, etc. Data mining . Statistical techniques, multi-dimensional analysis, neural networks, etc. Text mining . Semantic analysis, Bayesian inference, natural language processing, etc. Web mining . Collaborative profiling, intelligent agents, etc. Visualization . 2D and 3D navigation, geographic mapping, etc. Organization . Ontology development, ontology acquisition, taxonomies, glossaries, thesauri, etc. Reasoning . Rule-based expert systems, case-based reasoning, knowledge-bases, machine learning, fuzzy logic, etc.

Storage . Databases, repositories, file-servers, data warehouses, data marts, etc.

Connectivity . Internet, security, wireless, mobility, authentication, P2P, etc.

Communication . E-mail, mailing lists, discussion groups, chat, instant messaging, audio/video conferencing, VoIP, etc.

Authoring . Office suites, desktop publishing, graphic suites, multimedia, imaging, etc.

Distribution . Web, intranets, extranets, enterprise portals, personalization, syndication, audio/video streaming, etc.

Search . Search engines, search agents, indexing, glossaries, thesauri, taxonomies, ontologies, collaborative filtering, etc.

Analytics . Query, reporting, multi-dimensional analysis (OLAP), etc.

Workflow . Process modeling, process engines, etc.

E-learning . Interactive multimedia (CBT), web seminars, simulations, etc.

Collaboration . Calendaring, file sharing, meeting support, application sharing, group decision support, etc.

Community . Community management, web logs, wikis, social network analysis, etc.

Creativity . Cognitive mapping, idea generation, etc.

Data mining . Statistical techniques, multi-dimensional analysis, neural networks, etc.

Text mining . Semantic analysis, Bayesian inference, natural language processing, etc.

Web mining . Collaborative profiling, intelligent agents, etc.

Visualization . 2D and 3D navigation, geographic mapping, etc.

Organization . Ontology development, ontology acquisition, taxonomies, glossaries, thesauri, etc.

Reasoning . Rule-based expert systems, case-based reasoning, knowledge-bases, machine learning, fuzzy logic, etc.

KM applications Document management Automate the control of electronic documents through their entire life-cycle. Content management Manage the whole Web publishing process. Process management Automate the flow of tasks and information across business processes. Group support Support work and collaboration of groups and teams. Project management Support the management of project activities and resources. Community support Coordinate interaction in large groups. Decision support Integrate a series of tools for decision making. Discovery and data mining Support the identification of patterns and in large amounts of data. Search and organization Facilitate access to and organize unstructured content. Enterprise portals Integrate access to a range of information at a single point of entry. Learning management Support the delivery of online courses in a variety of formats. Expertise management Brokers expertise in large communities.

Document management

Automate the control of electronic documents through their entire life-cycle.

Content management

Manage the whole Web publishing process.

Process management

Automate the flow of tasks and information across business processes.

Group support

Support work and collaboration of groups and teams.

Project management

Support the management of project activities and resources.

Community support

Coordinate interaction in large groups.

Decision support

Integrate a series of tools for decision making.

Discovery and data mining

Support the identification of patterns and in large amounts of data.

Search and organization

Facilitate access to and organize unstructured content.

Enterprise portals

Integrate access to a range of information at a single point of entry.

Learning management

Support the delivery of online courses in a variety of formats.

Expertise management

Brokers expertise in large communities.

Business apps with KM funcionality Sales Force Automation Contact Center Field Service Self-Service E-Commerce Campaign Management Representative Customer Backoffice systems Operational CRM Analytical CRM Data warehousing Analytical applications Segmentation Profiling Personalization Profitability analysis Needs analysis Sales analysis Campaign analysis Etc. Solutions database Customer profiling Information on demand Focus groups

Linking KM technologies to strategy A KM program is strategic if it includes: A knowledge strategy that defines knowledge intents KM initiatives that support those knowledge intents KM initiatives are inherently associated with particular approaches to KM Four generic modes of KM support for strategy Knowledge transfer through codification Knowledge transfer through personalization Knowledge creation through codification Knowledge creation through personalization Creation Transfer Personalization Codification

A KM program is strategic if it includes:

A knowledge strategy that defines knowledge intents

KM initiatives that support those knowledge intents

KM initiatives are inherently associated with particular approaches to KM

KM component technologies Repository Connectivity Storage Authoring Search Workflow Organization Reasoning Dissemination Connectivity Communication Authoring Distribution E-learning Collaboration Community Discovery Storage Search Analytics Data mining Text mining Web mining Visualization Collaboration Connectivity Communication Authoring Collaboration Community Creativity Workflow Creation Transfer Personalization Codification

KM applications Repository Document management Content management Process management Dissemination Enterprise portals Learning management Expertise management Discovery Decision support Discovery & data mining Search & organization Collaboration Group support Project management Community support Creation Transfer Personalization Codification

An ontology of KM technologies

Conclusions A wide range of technologies can support KM Three basic categories : component technologies , KM apps and business apps with KM functionality KM applications summarize KM functionality KM technologies are linked to strategy through KM initiatives that support specific knowledge intents There are four generic modes of technological support for strategy in KM

A wide range of technologies can support KM

Three basic categories : component technologies , KM apps and business apps with KM functionality

KM applications summarize KM functionality

KM technologies are linked to strategy through KM initiatives that support specific knowledge intents

There are four generic modes of technological support for strategy in KM

Some implications For research KM technologies can be better analyzed in the context of KM initiatives instead of knowledge processes There seems to be exemplary KM initiatives that connect specific knowledge intents to typical approaches to KM and KM technologies For practice Guidance in the design of particular KM strategies Guidance in the selection of adequate KM technologies for particular KM initiatives

For research

KM technologies can be better analyzed in the context of KM initiatives instead of knowledge processes

There seems to be exemplary KM initiatives that connect specific knowledge intents to typical approaches to KM and KM technologies

For practice

Guidance in the design of particular KM strategies

Guidance in the selection of adequate KM technologies for particular KM initiatives