Uwe M. Borghoff Remo Pareschi (Eds.) Information Technology for Knowledge Management Foreword by Dan K. Holtshouse With 59 Figures Springer
Table of Contents Foreword * D. K. Holtshouse V Part I. Introduction 1. Introduction U. M. Borghoff, R. Pareschi 3 1.1 Why Knowledge? 3 1.2 Structure and Content of the Book 4 1.2.1 The Knowledge Life-Cycle and the Knowledge Management Architecture 6 1.2.2 The Flow of Knowledge 8 1.2.3 Knowledge Cartography: Knowledge Navigation, Mapping, and Simulation 9 1.2.4 Communities of Knowledge Workers 10 1.2.5 Knowledge Repositories and Libraries 12 Part II. The Flow of Knowledge 2. The Lessons Learned Cycle G. v. Heijst, R. v. der Spek, E. Kruizinga 17 2.1 Introduction 17 2.2 Corporate Memories 18 2.3 Lessons Learned Processes 20 2.3.1 Individual Learning 20 2.3.2 Learning Through Communication 21 2.3.3 Developing a Knowledge Repository 23 2.3.4 Dependencies Between the Learning Processes 24 2.3.5 Summary 25 2.4 Examples of Corporate Memories 26 2.4.1 The Knowledge Attic 26 2.4.2 The Knowledge Sponge 27
VIII Table of Contents 2.4.3 The Knowledge Publisher 27 2.4.4 The Knowledge Pump 28 2.5 Structuring Corporate Memories 29 2.5.1 Elements of the Corporate Memory 30 2.5.2 Indexing the Corporate Memory 31 2.5.3 Attributes of Knowledge Items 32 2.5.4 Knowledge Profiles of Employees 33 2.6 Discussion and Future Work 34 3. Knowledge Pump: Supporting the Flow and Use of Knowledge N. Glance, D. Arregui, M. Dardenne 35 3.1 Introduction * 35 3.2 Related Work 37 3.2.1 Document Management and Digital Libraries 37 3.2.2 Information Filtering 37 3.3 Design Objectives and Requirements 41 3.3.1 Designing for the User 41 3.3.2 Designing for the Community 42 3.3.3 Designing for the Organization 43 3.4 Implementation 44 3.4.1 Functionality: Document Management and Recommendation 45 3.4.2 Technical Aspects: Community-Centered Collaborative Filtering 47 3.4.3 Architecture: A Client-Server System 49 3.5 Summary and Outlook 50 Part III. Knowledge Cartography 4. Negotiating the Construction of Organisational Memories S. Buckingham Shum 55 4.1 Introduction and Definitions 55 4.2 Characterising Knowledge Work 56 4.2.1 A Study of Knowledge Workers 57 4.2.2 Wicked Problems 58 4.3 Negotiation, Argumentation and Knowledge Work 59 4.4 Visualising Argumentation 59 4.5 Collaborative Hypermedia Infrastructure -.. 62 4.6 What Kinds of Knowledge are Captured? 64 4.7 Argumentation in Use 66 4.8 Hands-on Practicalities 67 4.8.1 The Cognitive Costs and Benefits 67 4.8.2 Modes of Groupwork 68 4.8.3 Organisational Culture 68
Table of Contents IX 4.8.4 Negotiating the "Context Paradox" 70 4.9 "Knowledge (Management) is Power": Ethical and Representational Issues 71 4.9.1 The Politics of Formalisation 72 4.9.2 "Participatory KM" Based on Stable, Sanctioned Knowledge 74 4.10 Conclusion 78 5. A Technology for Supporting Knowledge Work: The RepTool B. Jordan, R. Goldman, A. Eichler 79 5.1 Introduction 79 5.2 Views provided by the RepTool *-... 80 5.3 Technical Details 82 5.3.1 The RepTool Database 82 5.3.2 Graphic Views and Maps 85 5.3.3 Connection between the Database and Graphical Representations 86 5.3.4 System Requirements 87 5.4 Working with the RepTool 88 5.4.1 Supporting Teams in a Client-Focused Campaign 88 5.4.2 Supporting Operational Work 91 5.5 Using the RepTool 93 5.6 RepToolian Visions: The RepTool in the World 94 5.6.1 Views of Knowledge and Knowledge Management 94 5.6.2 RepToolian Data Collection: Systematic and Relevant 95 5.6.3 RepToolian Conversations 96 5.6.4 Support for Participatory Knowledge Management 96 Part IV. Communities of Knowledge Workers 6. An Environment for Cooperative Knowledge Processing W. Prinz, A.Syri 101 6.1 Introduction 101 6.2 Application Scenario 102 6.3 Requirements 104 6.4 POLlTeam Solutions and Experiences 105 6.4.1 Circulation Folders 105 6.4.2 Shared Workspaces 110 6.4.3 Integrated Use of Both Cooperation Tools 117 6.5 Summary 119
X Table of Contents 7. Ariadne: Supporting Coordination Through a Flexible Use of Knowledge Processes C. Simone, M. Divitini 121 7.1 Introduction 121 7.2 Ariadne: A Description of the Framework 124 7.2.1 The Notion of Coordination Mechanism 124 7.2.2 The Categories of Articulation Work 125 7.2.3 The Ariadne Environment 127 7.2.4 The Role of Communication Features 129 7.3 Ariadne at Work: A Working Example 130 7.3.1 The Scenario 131 7.3.2 Constructing Computational Coordination Mechanism*... 132 7.3.3 Using a Computational Coordination Mechanism 136 7.4 Modifying a Computational Coordination Mechanism 137 7.5 ABACO: An Agent Based Implementation of Ariadne 143 7.5.1 The Multi-Layer Structure of ABACO 144 7.5.2 The Interoperability Language 145 7.6 Conclusions 147 Part V. Knowledge Repositories and Libraries 8. From Natural Language Documents to Sharable Product Knowledge: A Knowledge Engineering Approach D. Rosner, B. Grote, K. Hartman, B. Hofling 151 8.1 Introduction 151 8.2 Knowledge Acquisition from Natural Language Documents 152 8.2.1 Approaches to Knowledge Acquisition 153 8.2.2 Content of Documents 155 8.2.3 Macrostructure 156 8.2.4 Discourse Structure 157 8.2.5 Linguistic Realization 158 8.3 Knowledge Representation 160 8.3.1 Requirements Analysis and Representation Decisions 160 8.3.2 Knowledge Formalization 162 8.4 Expressing the Knowledge: The TechDoc Generator 168 8.4.1 System Architecture 169 8.4.2 Linguistic Resources 171 8.4.3 Example 172 8.5 Knowledge Management 176 8.5.1 Benefits 176 8.5.2 Costs and Possible Optimization 177 8.5.3 A Practical Solution: The Authoring Tool 178 8.6 Discussion 179 8.7 Summary and Future Work 181
Table of Contents XI 9. Corporate Memories for Knowledge Management in Industrial Practice: Prospects and Challenges O. Kiihn, A. Abecker 183 9.1 Introduction 183 9.2 Knowledge Management and Corporate Memories 184 9.2.1 Current Knowledge Management Deficits 184 9.2.2 Computer Support for Knowledge Management ;. 185 9.2.3 Towards the Realization of a Corporate Memory 187 9.3 Three Case Studies 188 9.3.1 Study 1: Crankshaft Design 188 9.3.2 Study 2: Quality Assurance for Vehicle Components 191 9.3.3 Study 3: Bid Preparation for Oil Production Systems» 193 9.4 Lessons Learned from the Case Studies 196 9.4.1 Crucial Corporate Memory Requirements 196 9.4.2 Corporate Memory versus Expert System 197 9.4.3 Core Functionalities of an Organizational Memory 198 9.4.4 Corporate Memory Architecture 199 9.4.5 How to Develop a Corporate Memory 201 9.5 Future Work 203 9.6 Summary 205 References 207 Contributors 223 List of Figures 225 List of Tables 227 Index 229