This document provides an introduction to key concepts in knowledge management. It defines knowledge management as the deliberate coordination of an organization's people, processes, technology, and structure to promote knowledge sharing and apply lessons learned. Knowledge management aims to enhance organizational learning and create value. The document also distinguishes between explicit knowledge that is documented and tacit knowledge residing within people, and discusses different organizational perspectives in knowledge management.

1. K n o w l e d g e
M a n a g e m e n t
Rodrigo Rezende, MBA
A brief introduction to:

2. Objectives
• Definition of key knowledge management concepts.
• Learning a useful framework.
• Description of the key roles and responsibilities.

3. • It drives the global economy.
• Crucial factor for competitiveness.
“Knowledge is important!”

4. Characteristics of knowledge
• When used, it doesn’t end.
• When transferred, it doesn't result in a loss.
• Knowledge is abundant, but a only a few have the ability to do a
proper use of it.
• It walks out of the door at the end of each day in many business
companies.

5. But is knowledge information?
Are they the same thing?

6. Knowledge = Information?
• For some schools of thought yes…
• But for others no.
“Knowledge Management is predominantly seen as information
management by another name”
"Knowledge management is understanding the organization’s
information flows and implementing organizational learning practices
which make explicit key aspects of its knowledge base.[...] It is about
enhancing the use of organizational knowledge through sound
practices of information management and organizational learning.”
- Elisabeth Davenport and Blaise Cronin
- Marianne Broadben

7. Data
Information
Knowledge
Facts and figures which
relay on something specific,
but which are not organized
in some way.
Contextualized, categorized,
calculated and condensed
data.
Know-how, understanding,
experience, insight,
intuition and
contextualized information.
The great circle

8. “Knowledge management represents a deliberate and
systematic approach to ensure the full utilization of the
organization’s knowledge base, coupled with the potential of
individual skills, competencies, thoughts, innovations, and ideas to
create a more efficient and effective organization.”
Definition #1
- Kimiz Dalkir

9. “
“Knowledge management is the deliberate and systematic
coordination of an organization’s people, technology, processes,
and organizational structure in order to add value through
reuse and innovation. This is achieved through the promotion of
creating, sharing, and applying knowledge as well as through
the feeding of valuable lessons learned and best practices into
corporate memory in order to foster continued organizational
learning.” - Kimiz Dalkir
Definition #2

10. Multidisciplinary field
Help Desk
Systems
Cognitive
Science
Technical
Writing
Artificial
Intelligence
Web
Technologies
Library and
Information
Sciences
Decision
Support
Systems
Document and
Information
Management
Electronic
Performance
Support Systems
Organizational
Science
Collaborative
Technologies
Database
Technologies
Knowledge Management
…

11. Knowledge
The two major types
Explicit Tacit
It stands for the context captured in
tangible forms of communication.
It's difficult to articulate and put into some
tangible forms of communication. It tends
to reside within the heads of knowers.
More valuable Less valuable
Property
Ability to disseminate and reproduce.
Translate a vision into a mission statement.
Transfer knowledge via documented processes.
Ability to teach and train.
Ability to adapt and deal with new situations.
Expertise and know-how.
Ability to collaborate, to share a vision.
Coaching and mentoring.

12. The Concept Analysis Technique
• Framework used in social science.
• Useful in situation where the concept are complex and subjective.
• “It's a technique used to visually map out conceptual information in
the process of defining a complex and value-laden terms such
democracy or religion.”

13. The Concept Analysis Technique
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Concept name
• Key attributes: A list of key
attributes that must be present in
the definition, vision, or mission
statement
• Examples: A list of illustrative
examples.
• Nonexamples: A list of
illustrative nonexamples.
Key attributes Examples Nonexamples

14. The Concept Analysis Technique
• The best way to organizations use this framework is within a
group.
• There is no right answer for “What is Knowledge
Management to me?”. Each company needs to find its own.
• Each organization should define Knowledge Management in
terms of the business objective. Concept analysis is one way
of accomplishing this.

15. • Business perspective: Focusing on why, where, and to what
extent the organization must invest in or exploit knowledge.
Strategies, products and services, alliances, acquisitions, or
divestments should be considered from knowledge-related points
of view.
• Management perspective: Focusing on determining,
organizing, directing, facilitating, and monitoring knowledge-
related practices and activities required to achieve the desired
business strategies and objectives.
• Hands-on perspective: Focusing on applying the expertise to
conduct explicit knowledge-related work and tasks.
Organizational Perspectives

16. Organizational Perspectives
Organizational pyramid
Strategic
Tactical
Operational
Business perspective
Management perspective
Hands-on perspective

17. Global business
“Knowledge Management is important today!”
Leaner organizations
Corporate amnesia Technological advances

18. Thank you!

19. References
• Bareholz, H., Tamir, P. 1992. A comprehensive use of concept mapping in design instruction and assessment. Research in Science &
Technological Education 10 (1):37–52.
• Broadbent, M. 1997. The emerging phenomenon of knowledge management. Australian Library Journal 46 (1):6–24.
• Dalkir, K. 2011. Knowledge Management In Theory And Practice, Second Edition. The MIT Press. London, England
• Davenport, E., Cronin, B. 2000. Knowledge management: Semantic drift or conceptual shift? Journal of Education for Library and
Information Science 41 (4):294–306.
• Lawson, M. J. 1994. Concept mapping. In Vol.2 of The international encyclopedia of education., 2nd ed., edited by T. Husen and T. N.
Postlewaite. Oxford: Elsevier Science, 1026–1031.
• Lesser, E., Prusak, L. 2001. Preserving knowledge in an uncertain world. MIT Sloan Management Review 43 (1):101–102.
• Novak, J. 1990. Concept mapping: A useful tool for science education. Journal of Research in Science Teaching 60 (3):937–940.
• Novak, J. 1991. Clarify with concept maps: A tool for students and teachers alike. Science Teacher (Normal, Ill.) 58 (7):45–49.
• Wiig, K. 1993. Knowledge management foundations. Arlington, TX: Schema Press.