Title Page -- Copyright -- Dedication -- Contents -- Figures and Tables -- Acknowledgments -- Foreword -- Introduction -- Chapter 1: What Exactly Is Knowledge Management, and Why Do We Need It? -- The KM Landscape -- A Useful Boston Square -- Defining Your Scope -- Why is KM Needed Now? -- Summary and Next Steps -- Chapter 2: The Knowledge Manager Role -- Key Elements of the KM Leadership Role -- Defining the Knowledge Manager -- Other Roles in KM -- Summary and Next Steps -- Chapter 3: Making the Case for a Knowledge Management Strategy -- Is Knowledge a Key Business Issue for You? -- Is There Evidence That Management of Knowledge Might Be Sub-Optimal in Your Organization? -- Is It Likely That Improved KM Might Add Real Value? -- What Evidence Do You Need to Collect? -- Who Makes the Decision to Invest? -- What Exactly Are You Asking Them to Decide? -- Summary and Next Steps -- Chapter 4: The Ten Principles Behind Your KM Strategy -- KM Strategic Principles -- Example of Principles Within a KM Strategy -- Summary and Next Steps -- Chapter 5: Strategy Structure, and Strategy Input -- Interview Approach -- Workshop Approach -- Summary and Next Steps -- Chapter 6: Identifying the Underlying Business Imperatives and Drivers -- The Four Potential Focus Areas -- Doers vs. Makers vs. Sellers -- Process and Product -- Organizational Demographics -- Example of Business Imperatives -- Summary and Next Steps -- Chapter 7: Knowledge Management Vision and Scope -- Example Vision Statements -- What Will Your Vision Statement Look Like? -- Creating the Vision -- Defining the Scope -- Example Scope Statements -- Summary and Next Steps -- Chapter 8: Strategic Knowledge Areas -- Identifying the Strategic Knowledge Areas -- Ranking the Importance of Your Strategic Knowledge Areas -- The Strategy Map: Showing the Link to Business Strategy.

Examples of Strategic Knowledge Areas -- Summary and Next Steps -- Chapter 9: Assessing the Current State of KM in the Organization -- Assessment Questions -- Assessment Process -- What to Do With the Results -- Examples -- Summary and Next Steps -- Chapter 10: Knowledge Management Framework -- The Need for a Knowledge Management Framework -- Defining the Framework within the Strategy -- The Questions You Need to Answer in Order to Define the Framework -- How Do You Find the Answers to These Questions? -- Framework Examples -- Summary and Next Steps -- Chapter 11: Information and Content Management -- Knowledge Repository Technology-Requirements Analysis -- Information Architecture -- Documented Knowledge Lifecycle Process -- Example of an Information and Data Architecture -- Summary and Next Steps -- Chapter 12: Knowledge Management Technology -- Understand Organizational Objectives -- Understand User Requirements -- Embed KM in Processes -- Training and Communications -- KM Metrics -- Senior Management Support -- Cross-functional Participation -- Technology is a Means to an End -- Adequate Budget -- Requirements Roadmap Process -- Example -- Summary and Next Steps -- Chapter 13: Change Management -- Principles of Change Management -- Change Management Plan -- Summary and Next Steps -- Chapter 14: Stakeholders -- Stakeholder Influence Models -- Who Are the Key Stakeholders? -- How to Influence the Stakeholders -- Hearing from the Knowledge Workers -- Summary and Next Steps -- Chapter 15: Pilot Projects -- About Pilots -- Selecting Pilot Projects -- How to Find Candidate Pilot Projects -- Make Sure You Don't Miss the High-Level Pilots -- Grading and Selecting Pilots -- Presenting the Pilots within the Strategy -- Example -- Summary and Next Steps -- Chapter 16: Making the Business Case and Determining ROI -- Estimating the Size of the Prize.

Calculating ROI -- Looking For Analogs -- ROI Examples -- Summary and Next Steps -- Chapter 17: The Guerrilla Strategy -- The Guerrilla Strategy -- A Guerrilla Strategy Requires Bravery -- Summary and Next Steps -- Chapter 18: A Retention-Based Knowledge Management Strategy -- Business Driver -- Scope and Vision -- Critical Knowledge Areas and Assessment of the Current State -- KM Framework -- Stakeholders -- Change Management -- Piloting -- Governance of the Strategy -- Summary and Next Steps -- Chapter 19: Building the Implementation Team -- Appointing the KM Team Leader -- Appointing the KM Team -- Deciding the Reporting Lines -- The Steering Team -- Implementation Planning -- Budgeting -- Summary -- Chapter 20: Final Words -- Appendix A: Communication Plan Template -- About the Authors -- Index.