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Chapter 7 KNOWLEDGE MANAGEMENT TOOLS: Component Technologies
WELCOME! Chapter 7 KNOWLEDGE MANAGEMENT TOOLS: Component Technologies
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BUZZ GROUP What types of knowledge or information do I use in my everyday life? What types of technology do I use to manage this knowledge? You may wish to consider the types of technologies you use to capture, organise, evaluate, store and share knowledge
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COMPONENT TOOLS TYPOLOGY
Figure 7.1 A typology of knowledge tools and component technologies
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DIFFERENT FORMS OF KNOWLEDGE
Figure 7.2 Different forms of knowledge
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CAPTURING KNOWLEDGE Cognitive Mapping Tools
Used principally in mapping strategic knowledge Use ‘oval mapping’ technique in groups Develop concepts, links and clusters ‘Decision Explorer’ – can develop complex levels of analysis
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CAPTURING KNOWLEDGE Indexing a Text Database
Figure 7.8 Indexing a text database
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CAPTURING KNOWLEDGE Information Retrieval Tools
Desire for precision and recall Differences between an author’s and user’s vocabulary Use of inverted files for indexing text to speed up search – assumes text as sequence of words – easy to compress Develop inverted index including vocabulary search, list of occurrences and processing of occurrences to solve phrases, proximity and Boolean operations Suffix Trees & Indicies – allows more complex queries. Sees text as long string with each position as a suffix Signature files – cuts text into blocks. Not as good as inverted index Manipulation algorithms such as BNDM and BMS for Boolean queries
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CAPTURING KNOWLEDGE Retrieval Process
Figure 7.9 Information retrieval process
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CAPTURING KNOWLEDGE Text Processing
Lexical analysis to identify words from characters Eliminating stopwords occurring frequently Stemming e.g. Connect is stem for connected, connecting, and connections Full text indexing Thesaurus index terms synonyms and near synonyms Text compression to cope with information overload
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CAPTURING KNOWLEDGE Personalisation
Device provides needs and wants of consumer Solution lies in data mining in terms of analysing user’s clickstream and making recommendations Use of agents and machine learning
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EVALUATING KNOWLEDGE Case-based reasoning
Capture and store past experiences as organisational knowledge System searches for stored cases with similar profile to new problem Adds unsuccessful cases to aid learning Built on artificial intelligence technology
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BUZZ GROUPS Discuss the limitations of case-based reasoning tools
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EVALUATING KNOWLEDGE OLAP: On-line analytical processing
Provides multidimensional analysis of data to allow user to see data in different ways using multiple dimensions Main technique is to rotate a data cube Also called ‘slice and dice’
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EVALUATING KNOWLEDGE Data mining
Uses variety of neural network, decision trees and genetic modeling algorithms Use sophisticated data search capabilities using algorithms to discover patterns and correlations in vast amounts of data
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SHARING KNOWLEDGE Internet/Intranet
Share knowledge with knowledge providers across the world – some free Intranet provides same but restricted access from outside Uses HTML and XML – a metalanguage that allows definition of tags and allows distribution of knowledge to call phones, pagers and PDAs
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BUZZ GROUPS Intranets can be large data warehouses that nobody visits. Critically discuss the barriers that prevent knowledge sharing in organisations
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SHARING KNOWLEDGE Groupware tools
Allows to work on same document by multiple users Maintain and update identical data on numerous PCs Organising discussions Storing information Moving and tracking documents of groups Preventing unauthorised access of data Mobile use to access corporate network
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SHARING KNOWLEDGE E-mail Text-based conferencing Yellow Pages
Computer-based training/e-learning Security
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WEB 2.0 PLATFORM Shift to dynamic social web applications
Network effects critical to their success Provide customer services free – Google ($200bn), YouTube ($1.6bn), Facebook ($50bn) Indirect network effects from use of products or services that have influence on related goods and services
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TIPPING POINT WORD OF MOUTH EPIDEMICS
‘Connectors’ – social glue ‘Mavens’ – information brokers on best deals etc. ‘Salesmen’ – good at convincing you and getting you to act Amazon is reliant on ranking of reviewers to develop trust with customers Six degrees of separation
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WEB 2.0 PLATFORM Figure Web 2.0 platform tools
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BLOGS Blogs – adding thoughts or diary of events
Podcasts – audio blogs Vlog – video blog Trackbacks – allows bloggers to see who’s linking to them Can act as alternative to face-to-face meetings to engage in problem solving Engage with customers across boundaries Twitter – micro-blogging site
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SYNDICATION & RSS FEEDS
Information from articles and photos repackaged for different customers RSS (Really Simple Syndication) format to publish frequently updated content on websites Organisations can place feeds showing latest offerings or consumer information such as traffic news or weather forecasts RSS viral distribution engine for bloggers – receive new material posted by favourite bloggers
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MASHUPS Allows content from different sources to combine with applications for different business processes E.g. Getting insurance quote from website E.g. Starbucks helps customers locate nearest café once they’ve entered postcode Information from external sources can be inaccurate or may change significantly in future; even close down Prone to threats from malware
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WIKIS Web pages that can be viewed and modified by anyone
Allows to create or change web content Places power and freedom in hands of users rather than external ‘expert’ Works in progress on virtual ‘white boards’ Agendas and minutes can be placed on wikis Can be open to manipulation and vandalism Maintenance can be time-consuming
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ONLINE SOCIAL NETWORKS
Individuals interact with others in community Social network sites (SNS): Facebook, MySpace, LinkedIn, Friendster SNS tend to support pre-existing relationships rather than new ones Benefit from social capital and self-presentation Risk over privacy from third party securing personal information Allows interaction with different people in network
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3-D VIRTUAL WORLDS Computer-simulated worlds where users interact in real time through ‘avatars’ Avatars are 3-D electronic cartoons of users; form of alter ego Second Life has over 15m users and internal currency of Linden dollars (L$) Conduct meetings, workshops and recruitment Multinationals such as IBM, Dell, Ericsson, Bain Strathclyde and Coventry Universities bought islands
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STORING KNOWLEDGE Data Warehouse
Database with query and reporting tools Stores current and historical data from internal and external sources Data mart – subset of data warehouse which contains summarised or highly focused data for certain users
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PRESENTING KNOWLEDGE Visualisation
Modelling – way of representing objects e.g. journal covers, weather maps, flows of citations Rendering – makes computer generated image look like photograph e.g. texture mapping Virtual reality
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