This chapter discusses how knowledge management systems (KMS) support knowledge management through various technologies. It describes how KMS enable knowledge capture and exchange, as well as the acquisition, documentation, transfer, creation and application of knowledge. The chapter then explains the key components of a KMS, including business process management, content management, web content management, and knowledge applications management. It emphasizes that a KMS is made up of interconnected subsystems that can operate independently but also contribute to the larger, more comprehensive system. The chapter concludes by noting that KMS development requires justification of need, identification of requirements, selection of options, implementation, and evaluation of adoption and acceptance.

2. Chapter 6
Supporting Knowledge Management
Through Technology
Team Members
Muhammad Abuzar Ali
Badr-ud-din
Mansoor Hussain Shah
Muhammad Usman Khan

3. Introduction
Knowledge Management Systems (KMS) Are Important
Contributors To The Processes And Integration Of Knowledge
Into Work Activities
KMS Facilitate Knowledge Interactions, Distribution,
Retrieval And Retention
They Can Strongly Influence User Acceptance Of The
Knowledge Management Philosophy

4. Knowledge Management Systems
 Enable Knowledge Capture And Exchange
 Facilitate The Acquisition, Documentation,
Transfer, Creation And Application Of
Knowledge
 Ensure Greater Knowledge Functionality

5. KMS Principles
 Defined Purpose And
Boundaries
 Inter-related Components
 Stakeholders Include End-
users, System Managers And
Content Managers Defined
Purpose And Boundaries

6. The dynamic nature of the
knowledge management system
 KMS Comprise Subsystems
Which Can Operate
Independently, But Also
Contribute To The Larger,
More Comprehensive System
 KMS Draws Integration
From These Subsystems
 KMS = Living Systems

7. Knowledge
Management System
Technologies
A Range Of Supporting
Technologies In
4 Areas Of Activity:
 Business Process
Management
 Content Management
 Web Content
Management
 Knowledge Applications
Management

8. Business Process Management
Links System To Corporate Policy And Processes On Knowledge Access
And Priorities
Integrates Technical Processes, Organizational Records, Procedures,
Policies And Related Systems
Assists With Decision-making, Corporate Communication And Effective
Relationship Management

9. Content
Management
System (CMS)
Ensures Valued Knowledge Sources Are
Indexed, Retrievable, Logically Arranged
And Protected
Technical Components May Include
Metadata, Indexes And Methods For
Maintaining Quality Control
Typical Elements Might Include
Knowledge Repositories And Document
Management Strategies

10. Web Content Management System
Accessible And Secure
Operational Platform
Protects And Assists Knowledge
Users
Includes Management Processes
Relating To Servers, File
Sharing, Portal And Browser
Management, User
Identification, Security And
System Upgrades
Aims For Easy Human-
computer Interface And
Effective System Integration

11. Knowledge
Applications
Management
 Provides Access To Specialized Tools And
Services
 Assists Knowledge Creation And Workflow
Management
 Commonly Provided As Desktop Packages
On The Individual’s Computer
 Assists With Project Management,
Communication, Document And Workflow
Management

12. Knowledge
Management
Subsystems
• Smart Enterprise Suites Integrate:
 Browser
 Portal
 Data Management
 Collaborative Processes
 Single Platform
 Common Approach And ‘Feel’

13. Knowledge Management System Development
KMS Are Still Evolving:
They Are Not Yet Fully
‘Perfected’
Organizational Context Will
Influence The Development
System Introductions Need
Careful Management
Engagement Of Users And
Managers, And Addressing
Of Any Concerns Is Critical

14. KMS development stages
Justify The Need
For A System
Identify The
System
Requirements
Clarify The
System
Specifications
Evaluate
Potential
Systems
Select The Best
Option /
Components
Implement The
System
Evaluate The
System
Adoption And
Acceptance

15. Justifying The Need For A KMS
 Does The Organization Really Need A Technological-based KMS?
 Should Reflect Organizational Needs, Priorities And Outcomes
 What Are The Stakeholder Expectations?
 Does It Need To Link To Existing Systems?
 Are There Existing Processes That Should Be Integrated?
 Formation Of The Steering Group

16. Identify The System Requirements
 Consider The User Needs And The Type Of Applications That Will
Be Incorporated
 KMS Research And Existing Experience From Other Organizations
 System Constraints, Requirements,
Inter-relationships
 Request For Information

17. Clarify The System Specifications

18. Evaluate Potential Systems And
Selecting The Best Option
 Request For Tender
 System-organization Fit
 Vendor-organization Fit
 After-sales Service
 Canned Versus Live Demonstrations

19. Implementing The System
 Pilot Study
 User Training
 Helpdesk
 Online Help
 Manuals
 Champions
 Monitor Adoption
 Address Any Feedback From The Pilot Study

20. Maintaining The Knowledge Management
System
 The Kms Faces Challenges Relating To Its Maintenance And Renewal
 Some Of The Concerns Are :
 1) What If The Server Breaks Down? How Often Wikk Backups Of All
Data Be Done To Ensure The System Can Be Rebooted From That
Backup File.
 2) What Can Be Done About Computer Viruses And Other System
Frailities?
 3) How Can Access From Unauthorized Persons Or Groups Be
Prevented?Are The Protocols Sufficient?

21. Concluding Points
 KMS Can Greatly Enhance Knowledge Management
 Different Subsystems Contribute To The KMS
 System Development Must Be Carefully Planned And Managed
 Knowledge User Acceptance Is Critical To The Successful
Implementation Of The KMS

22. Thank You