Thursday, April 27, 2006

SELFSERVICESCORECARD.COM

SELFSERVICESCORECARD.COM

A quite useful website which give the ranking of all selfservice verdors.

And for customers contact centers, knowlege management is often a very important parts of the self service system. And you can learn a lot from this mature products.

Care the feeling of KM tools user

In my last post, you have found that I only spent few minutes to reject a new km similar tools: ziki A looks good service which can help you to organize all your digital contents.
what's happening?
The tools didn't give me good first image. I didn't try more on the service, but once I found that under my most favorite tag, there's lots of unrelated info, I have a direct feeling that this tools won't help me but can only waste my time.
Garbage in, garbage out. As lots of guys know this famous statement.
So be careful to your km tools, if your tools give their users a first feeling of garbage. Pls knee down and pray for your investment on these tools. I can bet you won't get them back.

Ziki - Finding People by Tag, Name or Web Address

Ziki - Finding People by Tag, Name or Web Address

Have a quick browse on ziki, and checked my most favorite tag, knowledge sharing, what I found?

Yep, lots of member in this tag, but who is the most professional, who have similar opinion with me, who don't agree with me, I have to get this details one by one. Of cousre, I won't spend so much time on it.

And, my decision is:
Don't use it.

Friday, April 21, 2006

A theory of implicit and explicit knowledge

A theory of implicit and explicit knowledge

an article on tacit and explicit knowledge.

Thursday, April 20, 2006

Relationship between knowledge and innovation

         Here's Ron's some comments about knowledge and innovation APQC's Knowledge Management Blog: Knowledge and Innovation.
         In my opinion, KM will not always benefit to innovation. It will depend on what's your purpose to promote KM. For example, you want to spread some best practice from one branch to other branches. In this process, one important factor is that you need to difine a good template and every branch need to follow up the template. Deploy time and efficient is the most important factors. Maybe some adaption can be allowed, but anyway modification on basic structure will always be forbidden in general. In this case, innovation in some degree, isn't welcome, even not allowed. Also, Dinesh has some comments on this point.
         While for some other cases focused on innovationn, just like Ron mentioned, KM will act as a different role.
         So, I tend to split KM to two types, oriented to operation and oriented to innovation. We need to define different strategy for them.

Knowledge and Information: a Discussion

Here's a dicussion about Knowledge and Information: a Discussion.
We also had a lots of discussion about knowledge and information, you can seldom get a conclusion that can be accepted by everyone. But whatever, it's a term, if any guys don't like KM, they have the right to use their own term. God Bless that others can know what they are discussing! Hunderds of new terms were generated per day on the internet.
The key point is that how you want your KM to do. If you begins from the end and then go back step by step, what will you find?
1. we need to avoid re-invent wheels
2. there's someone who knows how to make wheels
3. Whatever it's infomation or knowledge, when others come to him, they will know how to make wheels.
4. For others, he will spend less time and money to make a wheels
5. In general, we saved time or money.
That's all.
What's the key? The things(you can call it knowledge or information as you like) that teach guys to make wheels is what we need to managed.

Why call it KM dilemma?

Has known knowledge management for quite a long time. Firstly, I am very excited on this new concept. What a good idea! Share knowledge, this will benefit everyone in an organization. When everyone has same experience, same knowledge, what a huge improvement we can win.
But when I went deeper and deeper, found that there'ere so much things not clear. What's knowledge, what's information, how to share, how to learn, how to distinguish knowledge/information/skills, what km can help us on.
I came here and write down, KM dilemma, let discuss more! I believe that lots of dilemma can be clear after discussed with more experts.