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 technologies help a company on specific fronts such as fostering adequate employee access to knowledge bodies, user-friendly work-oriented content, communities of practice, a culture of knowledge, learning capacity, a spirit of cooperation, commercial and other incentives, and carefully measured capital investments and returns. Vendor history, product/service offerings, implementation details, client testimonials, ROI reports, and future trends are highlighted.

Experts in the field then provide third-party analysis on trends in KM tools and technique areas, and recommendations for KM practitioners.

Review

"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 Technol

From the Back Cover

Business/ Information Management

Knowledge Management Tools and Techniques:
Practitioners and Experts Evaluate KM Solutions

Madanmohan Rao

"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

"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."
— Ben Shneiderman, Professor, Department of Computer Science, University of Maryland

"This book offers a rich array of stories and vignettes of how companies are deploying new technologies, supporting social innovation and devising new measurement systems as a foundation for business success in the knowledge economy. There is something here for KM practitioners at every level…A great resource!"
— Verna Allee, author The Knowledge Evolution and The Future of Knowledge

"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."
— Jay Chatzkel, Principal, Progressive Practices; Author of Knowledge Capital: How Knowledge-Based Enterprises Really Get Built and Intellectual Capital

This practical book enables the reader to understand and evaluate the vast offerings of KM solutions in the three areas of technology, content, and services. The focus is not on technology details, but on how KM and IT practitioners actually use these tools and techniques. Over twenty case studies relate the real story of choosing and implementing various KM tools and techniques. Lessons from successes and failures are drawn, along with roadmaps for companies beginning or expanding their KM practice.

Each chapter is structured along the "8Cs" framework developed by the author: connectivity, content, community, commerce, community, capacity, culture, cooperation and capital.

Dr. Madanmohan Rao is a Knowledge Management consultant in Bangalore, India, and author of Leading With Knowledge, and Editor of DestinationKM.com.

About the Author

Madanmohan Rao