Knowledge Maps An Intellectual Infrastructure for KM Tom Reamy Knowledge Architect Intranet Consultant

Knowledge Maps l What is a knowledge map? l The Foundation: Knowledge Architecture l Strategic Role of a Knowledge Map l Creating, Applying, Growing a Knowledge Map

What is a Knowledge Map? l Multiple & Dynamic Taxonomies –Content Repositories –People –Activities l Living, Breathing, Evolving –The human operators l Intellectual infrastructure

What is a Knowledge Map? l Content Repositories: n Intranet Content & External Content n Structured and unstructured n Best Practices Database, Library of Stories l Key Features: n Multiplicity of authors, size and types of documents n Multiplicity of formats, uses. n Design for dynamic fluxuating content

What is a Knowledge Map? l Personal Contexts n Individuals – explicit and implicit personalization n Formal Communities n Informal Communities n Hidden and temporary Communities l Key Features: n Tacit Knowledge, Expertise

What is a Knowledge Map? l Taxonomies of Tasks n Information + rules about types of related content n Basic task: Find Information l Key Features: n Least Developed Taxonomy n Most Dynamic & Most Local Variation

What is a Knowledge Map? l The Human operators n K Managers n K Analysts n K Engineers

What is a Knowledge Map? The Human Operators l Knowledge Managers n Project Management+ n Capture the knowledge generated in a project n Develop knowledge sharing practices n Capture Best Practices n Provide training and leadership on projects

What is a Knowledge Map? The Human Operators l Knowledge Analysts n Research, catalog, categorize, search n Corporate Librarians+ n Work with SME’s to create a semantic network of the enterprise n Work with KM support technology, especially search and categorization

What is a Knowledge Map? The Human Operators l Knowledge Engineers n Collect, analyze, organize tacit knowledge n Establish connections between individuals to facilitate knowledge transfer n Facilitate explicit knowledge transfer (K Base) n Provide input and feedback to Knowledge analysts n Train people to incorporate KM

What is a Knowledge Map? Format l Format of Knowledge Map n It doesn’t matter – Any old thing will do. n Database, intranet, shared files n Excel Spreadsheets & macros n Need Federated search and ability to categorize all content n Content Management

Knowledge Architecture: Foundation for a Knowledge Map l Knowledge Architecture is the foundation for a Knowledge map l Information Architecture is the foundation for Knowledge Architecture l Knowledge is Information + Contexts n Intellectual, Personal, Practical Contexts n Knowledge Architecture: Integration of Multiple Contexts

Information Architecture l Organization l Navigation l Labeling l Search Information Architecture for the World Wide Web - Lou Rosenfield and Peter Morville

Information Architecture l Organization - Taxonomy n “Believe it or not, we’re all becoming librarians.” n Support categorization, casual browsing, and directed searching n Typical Schemas: Alphabetical, chronological, location, hierarchical, hypertext n Controlled Vocabularies

Information Architecture l Navigation - Browse n Good Design provides context to enable users to make smart choices n Present the structure of the information hierarchy n Table of contents, Index, site map

Information Architecture l Labeling systems n Supports navigation n Textual, iconic, index terms, link labels, Headings n Controlled Vocabularies & Thesauri

Information Architecture l Search n Not a substitute for poorly designed browsing system. n Support variety of search strategies - known item, exploration n Search and Browse n Advanced Search?

Knowledge Architecture l Knowledge is information + contexts l Context is what gives meaning and depth to information l Let me tell you a story.

Knowledge Architecture l Intellectual, Personal, Practical Contexts l Integration of Contexts l Knowledge network mapped to network of actors mapped to a network of tasks.

Intellectual Context l Dynamic – Model a historical dimension – KA for Stories - temporal and experiential l Multi-dimensional – Information + precedent – Policy - topical + why its important l Rich Structure –Controlled Vocabularies, not just keywords –Hierarchical semantic net

Personal Context l Audience based categorization l Smart and Dynamic Personalization n Adapt to user’s activities l Tacit Knowledge l Connecting People and People n People and Agents

Social Contexts l Personal Newspaper - useless –“To say it simply, newspapers should get out of the information business and into the knowledge business….information that is embedded in some context, …has a purpose, …leads one to seek. –Buidling a Bridge to the Eighteenth Century l Community Newspapers - Yes!

Communities l Variety of Activity Types –Communication and Collaboration n Variety of Interest Types –Stock Market, Java Programming, Scuba n Variety of Channels –Project / document collaboration –Discussion Groups, Real Time Video Conf. –Chat, Water Cooler Mtg’s,

Social Context l KA must support all those social activities l Model and support the communities l Model, capture, and retrieve the tacit and explicit knowledge expressed inside. l Model and match personal profiles

Practical Contexts l Find Information on Product X –What information is important depends on why you want the information. l Contact a person who knows Y –Know when to contact them l Understand my educational options –Personal and historical filter of information

Integration of Contexts l Consistent Categorization n Collaboration, Expertise Locators, Search l Rules for mapping categories n Thesaurus l Rules for applying categories n Relative weighting of filters

Strategic Role of Knowledge Map History of KM l Phase I – KM as technology - CIO n “We are a technology company in the X services industry.” l Phase II – “It’s the culture, Stupid!” - CKO. l Phase III – “It’s the Knowledge, Stupid!” – CKO + CKA

Strategic Role of Knowledge Map l 3 Essential Infrastructures: l Technology: $Millions and 1,000’s of people l Organizational: Recognized Value, fundamental to enterprise l Intellectual: a couple of librarians, no budget, and first to be laid off.

Strategic Role of Knowledge Map l Establish legitimacy, value of the third infrastructure l Create the proper context for projects –Expertise locators, search, etc. –Overcome the Tyranny of the technologists l Align KM approach with business goals n Codification and Personalization

Creating a Knowledge Map l Key Features n Its an evergreen project n Based on multiple Taxonomies n Active field work with SME’s n Soft Methods (Day in the Life) n Hard Methods (Auto-categorization) n Self-Referential Project

Creating a Knowledge Map l Content Repositories –Meta Data – Dublin Core + –Extensions: XML, RDF –Controlled Vocabularies l Browse Taxonomy –Early Application (Pay the Rent) –Build it to destroy itself –Categorization - Cyborg

Creating a Knowledge Map l Categorization of People, Communities n Knowledge Engineers –Knowledge Interviews l Personal Contexts: Expertise, interests l Communities: formal and informal l Activities n Map to Content Repositories n Expertise Locators

Creating a Knowledge Map l Historical Dimension n Feedback into all aspects of the map n Track how people are using the applications built on the map –Search, Browse, Content Creation n Collaborative Filtering –Ranking the importance of elements of the system

Applying a Knowledge Map l Infrastructure Application n Consistent categorization across all KM initiatives. l Integration of birth/death cycle –Content Creation: Innovation –Collaboration –Knowledge Retrieval –Distributed Content Management l Taxonomic Publishing, not Web site

Applying a Knowledge Map l Smart Technical Support l E-Learning and Best Practices l Expertise Locators l Support formal and informal communities l Knowledge Retrieval

Applying a Knowledge Map l Information Retrieval: ProductName –List of Documents, ranked by frequency of keyword –You will only look at the first three. –You will probably not find what you want. –Or it will take you a long time to find it.

Applying a Knowledge Map l Knowledge Retrieval: ProductName –List of Documents – about product –Categorized list: l Features of Product l Comparisons of Products l Legal / Policy documents l Activities associated with product –List of Experts and types of questions –Background Resources l Glossaries l Communities

Applying a Knowledge Map l Knowledge Retrieval: ProductName n Filters: –Admin in retail tech support –Belong to a discussion group - resource –The last time you looked up ProductName, you selected documents x, y, z –You don’t want legal information emphasized –You are not an expert on product – general abastracts

Applying a Knowledge Map l Knowledge Retrieval: ProductName n Filters: –You have read documents a-c –You are having money problems –You are open to a bribe –You’re not doing anything Saturday night –You like red wine –It knows just the place!