Combination of two KM strategies by Web 2.0

Quoc Trung Pham and Yoshinori HaraKyoto University, Japan

Introduction Introduction 11

Old approaches for KMS focused on either tacit knowledge or explicit knowledge. This separation is shown in 2 main KM strategies: Codification and Personalization. Following just one strategy leads to many difficulties in KMS implementation.

A suitable platform for combination of those 2 strategies is required to ensure the success of KMS implementation. Web 2.0, an ideal platform for communicating, sharing and creating cooperative knowledge, can satisfy requirements of both strategies.

Introduction Introduction 22

Therefore, the purpose of this research is to explore the ability of applying web 2.0 in combining 2 KM strategies and to suggest a solution for KMS based on web 2.0.

The structure of this presentation: Problems of previous KM approaches Approach for solving those problems Apply web 2.0 for building a KMS Demo & evaluation of KMS based on web 2 Conclusion and implications

Problems of previous KMS

Problems of previous techniques: A) Diversity data sources B) Difficulty for integration

Problems of previous approaches:A) Inconvenience in knowledge

accessibilityB) Limitation of participantC) Disjunction of knowledge

Approach of this paper 1

Two main causes of those problems: disintegration and disjunction.

Necessity of integration and combination is realized in building a successful KMS.

Solution: a platform for integrating data, applications and for supporting both kinds of knowledge.

Approach of this paper 2

Web 2.0 is selected as a solution because: It can be used for integrating data,

information and applications. It encourages users’ participation and

contribution. It is suitable for sharing both kinds of

knowledge (tacit and explicit). Moreover, web 2.0 can solve previous

problems as in following table:

Approach of this paper 3

Problem Solution

A. Diversity data sources

XML technology, core of web 2.0, could be a solution for this problem. All kind of data source now can be converted and transferred easily on web 2.0 through XML technology.

B. Difficulty for integration

Web 2.0 platform allows many software applications to be integrated easily by using IDE (integrated development environment) and a lot of open source toolkits. With mash-up environment, user can do many things on the same web screen.

C. Inconvenience in knowledge accessibility

With web 2.0 and intranet, employees can easily access to knowledge source from anywhere and at anytime to use it in problem solving as well as get benefits from learning general knowledge.

D. Limitation of participant

Web 2.0 requires the participation of many people. The more participation, the more valued knowledge could be gained. Wiki, blog environment allows people to read and write about anything, to discuss and rate on other people’s writings…

E. Disjunction of knowledge

Web 2.0 environment is very suitable for the combination of both strategies of knowledge management. It focuses on both tacit knowledge (profile, contact) and explicit knowledge (rule, lesson…).

Approach for this paper 4

Web 2.0 services KMS

Platform Independent services on web server Integrated processes

Focus Individual content Organizational knowledge

Purpose General purpose Specific purpose for KM processes

Orientation Individual supporting Problem solving, decision making

Participants Public Staffs, Experts, Partners

Quality Unverified and low quality Verified and high quality

Motivation Rich content, Large community Ease of use, Effectiveness

A new KMS based on web 2.0 is required because web 2.0 can not be considered a KMS. Differences between Web 2.0 services & KMS:

Apply web 2.0 for KMS 1

A KMS based on web 2.0 can support both of 2 KM strategies by: Creating knowledge base (Codification) Creating platform for collaboration,

networking and communication (Personalization)

In this system, a knowledge creating cycle is also facilitated as in following figure:

Apply web 2.0 for KMS 2

Codification

Personalization

Knowledge Base

Communicating, collaborating tools

Organizational Social Network

socialization

combination

externalization

Organizational explicit knowledge

Organizational tacit knowledge

internalization

Individual tacit knowledge

Individual explicit knowledge

Learning process

KMS based on web 2.0

Know

ledge

captu

re

Apply web 2.0 for KMS 3

KMS_Web2 Architecture

XMLSQL

KMS_Web 2.0 portal

Collaborating service

Communication serviceSocial Network service

Knowledge accumulate

Enterprise’s Web server

DatabaseData-warehouseDocument baseContent baseKnowledge baseExpert directory

Staffs, Experts

Knowledge sourceREST

HTTPSOAP

Participation

WEB 2.0 Platform (Mash-up)

Web server

Knowledge explore

Employee

Communicating

Manager

Partner

Problem Solving

Knowledge Sharing

Expert

Admin

Group Managing

«extends»

«extends»

Supportingreceive feedback, respond, help

email, message, notice, news

search problem, post question or answer

post, comment

create, control, delete group

get helps for partner

email, message, notice, news

get helps for expert

email, message, notice, news

search problem, answer question

post to knowledge pool

Knowledge Exploring

Knowledge Officer

«extends»

consult, train, tool provide

search

Knowledgecontrolling

search

ideas, discuss, documents

post, comment

Knowledge Creating

data mining, knowledge creating

evaluate and manage knowledge

KMS_Web2 Use-case diagram

KMS_Web2 Use-case diagram

Demo and evaluation 1

A demo system is implemented based on an open source code of web 2.0 (from www.elgg.org). The environment for testing server includes: Windows Vista, Apache web server, My SQL DBMS and PHP. Requirement for client environment is networked PC with a Web browser (such as: Internet Explorer or Mozillar Firefox). Testing system is an intranet website, which can be access through the following URL: http://dev.oq.la/elgg1.5/. (user: guestuser, pwd: elggpass)

Demo and evaluation 2

Demo and evaluation 3

Demo and evaluation 4

From this prototype system, suggested KMS and its functions, which are implemented (black) or not implemented (blue, italic), are shown as follow:

Personalization support Codification support

CollaboratingCommunication

Social Network

Knowledge accumulate

Knowledge Sharing

Communicate

Group Managing

Knowledge Controlling

Knowledge Exploring

Problem Solving

Support

OAS/ MISBlog

ChatEmail

BlogSN Services

TaggingSearchEngin

e

Book-mark

RSSForum

DSSWiki

Group-wareNotice board

Mash-up, Aggregation service, IDE environment

Functions

Web 2.0 platform

KMS_W2 services

KMS Processes

KM Strategy

Knowledge Creating

Data miningOLAP

Knowledge explore

Demo and evaluation 5

In this system, the following knowledge management processes are also supported: Knowledge accumulation: this process is

strongly supported by blog, wiki… Knowledge evaluation: this process is

supported by voting, commenting… Knowledge sharing: knowledge is shared

by organizational social network. Knowledge utilization: tag, chat, group…

for searching and using knowledge.

Demo and evaluation 6

Advantages confirmed: This system can be deployed quickly and easily. Functional extensibility is allowed. Tacit knowledge is turned into explicit one through

knowledge cycle and can be accessed by everyone. This system increase the effectiveness of group works. This system is a multi-purpose system. This system brings benefits to all members by

facilitating their jobs and broadening their knowledge. Managers can easily monitor and control their staffs.

Demo and evaluation 7

Things to be done: This system should be adopted in parallel with

adapted business processes. The consistency of knowledge can not be ensured

by voting mechanism only. A suitable culture for sharing knowledge is a

necessary. Privacy protection should be concerned to

encourage knowledge sharing between employees and experts.

Security problems should be considered carefully when this system is implemented in practice.

Conclusion In general, combination of Personalization and

Codification strategy ensures the effectiveness of KMS and improves the performance of the enterprise.

Web 2.0 can be used as a platform for combining 2 main KM strategies in utilizing both tacit and explicit knowledge.

A new KMS based on web 2.0, which helps facilitating the complete knowledge creating cycle, is suggested.

A demo system is also implemented and evaluated. Implications for future works: analyzing cultural and

organizational problems; detailed specification of the system in other aspects, such as: privacy protection, knowledge consistency, security…

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Thank you very much for your attention !

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