Contents v -- Preface xi -- Introduction xix -- 1 A practical framework for understanding KM 1 -- 1.1 Introduction 1 -- 1.2 Information is knowledge in motion 5 -- 1.3 Applying Gates's metaphor of a "digital nervous 1.3 Applying Gates's metaphor of a "digital nervous 11 -- 1.4 Moving and using information: the practice of information networking in a KM context 16 -- 1.5 Conclusion 18 -- Endnotes 21 -- Acknowledgments 22 -- 2 Document imaging and management: taming the paper tiger 23 -- 2.1 Introduction 23 -- 2.2 Information revolution 24 -- 2.3 System solutions 29 -- 2.4 The moving parts of DIM 33 -- 2.5 Questions to be answered 38 -- 2.6 Professionalism in the field 39 -- 2.7 Conclusion 39 -- References 40 -- 3 Groupware: messaging and cooperation 41 -- 3.1 Introduction 41 -- 3.2 A wide view 42 -- 3.3 Conclusion 56 -- References 57 -- 4 Developing effective knowledge with both qualitative and quantitative research 59 -- 4.1 Introduction 59 -- 4.2 Problems 62 -- 4.3 Solutions 65 -- 4.4 What to do next: use new technology 72 -- 4.5 Conclusion 73 -- References 74 -- 5 Systems architecture: the preparation for KM 75 -- 5.1 Introduction 75 -- 5.2 Problems: the opportunities and the challenges 79 -- 5.3 Implementing a KM strategy 88 -- 5.4 Conclusion 92 -- Selected bibliography 93 -- 6 Data warehousing: the storage and access of distributed information 95 -- 6.1 Introduction 95 -- 6.2 Storing information 97 -- 6.3 Distributing information 99 -- 6.4 Accessing information 100 -- 6.5 Using RAID technology for storage and protection 106 -- 6.6 The data warehouse for storing information 107 -- 6.7 Using the Web as a warehouse 109 -- 6.8 Conclusion 110 -- Selected bibliography 112 -- 7 An integrated development model for KM 113 -- 7.1 Introduction 113.

7.2 Defining the problem 114 -- 7.3 Solution: integrated KM development model 118 -- 7.4 Conclusion 133 -- References 134 -- 8 The role of directories in KM 135 -- 8.1 Background 135 -- 8.2 Problems with the traditional directory 136 -- 8.3 Full-service directory solution 137 -- 8.4 What to do next: finding knowledge workers 144 -- 8.5 Conclusion 149 -- References 150 -- 9 The Internet as a mechanism to enhance content and extend access to corporate data resources 151 -- 9.1 Background 151 -- 9.2 Problems with information overload 153 -- 9.3 Solutions: harvesting the Internet 157 -- 9.4 What to do next by monitoring egress 164 -- 9.5 Conclusion 166 -- References 167 -- 10 A case study: the power of managing knowledge in a worldwide enterprise 169 -- 10.1 Introduction 169 -- 10.2 Problems during transformation 170 -- 10.3 Solution with first-generation KM 171 -- 10.4 Continuing solutions with second-generation KM 175 -- 10.5 What to do next: go third-generation KM 178 -- 10.6 Conclusion 179 -- 11 KM for competitive advantage: mining diverse sources for marketing intelligence 181 -- 11.1 Introduction 181 -- 11.2 Solutions for decision support 194 -- 11.3 Conclusion 197 -- References 198 -- Acknowledgments 199 -- 12 Building knowledge communities with webs of connections 201 -- 12.1 Background 201 -- 12.2 Solutions 208 -- 12.3 What to do next 211 -- 12.4 Conclusion 212 -- References 213 -- Appendix A: Case studies list 215 -- Appendix B: Selected bibliography 217 -- Appendix C: Glossary 221 -- Contributors 227 -- Index 235.