Building the Knowledge Management Network: Best Practices, Tools, and Techniques for Putting Conversation to Work: Amazon.ca: Cliff Figallo, Nancy Rhine: Books

Product Description

A complete set of best practices, tools, and techniques for turning conversations into a rich source of business information
Many organizations are now recognizing that the untapped knowledge of their members can be used to benefit every aspect of their business, from making smarter and faster decisions to improving products and efficiency. This book offers a clear-cut road map for building a successful knowledge management system to capture and fully exploit the knowledge exchanged in conversations.
Written by two of the foremost experts in online communities, this book covers a set of best practices, tools, and techniques for using conversation and online interaction to provide affordable and effective knowledge-based benefits and solutions. With a unique and invaluable perspective, the authors offer guidance for collecting, capturing, and cataloging knowledge so that it can be used to improve efficiency and reduce costs in areas ranging from internal procedures through customer relations and product development.
This book provides step-by-step solutions for developing an effective knowledge network, including how to:
* Formulate strategies and create action plans
* Select the right tools for peer-to-peer networks, interactive communities, and events
* Work with legacy systems
* Train staff and stimulate participation
* Improve productivity and measurement criteria
The companion Web site contains templates, checklists, a discussion board, and links to software.

Book Info

Covers a set of best practices, tools, and techniques for using conversation and online interaction to provide affordable and effective knowledge-based benefits and solutions. Softcover.

See all Product Description

Inside This Book (Learn More)

First Sentence
In this chapter, we review how the human species has pursued and handed down knowledge the ages as an integral function of society and how modern organizations applied-and ignored-this ancestral heritage as they faced the challenges of 20th-century management. Read the first page

Explore More
Concordance

Tag this product

(What's this?)

Think of a tag as a keyword or label you consider is strongly related to this product.
Tags will help all customers organize and find favorite items.

Customer Reviews

1 Review

5 star:		(1)
4 star:		(0)
3 star:		(0)
2 star:		(0)
1 star:		(0)

Average Customer Review

5.0 out of 5 stars (1 customer review)

Share your thoughts with other customers:

Create your own review

Most helpful customer reviews

5.0 out of 5 stars Powerful book, Oct 17 2002

By

Bob Busby (The Villages, FL) - See all my reviews

This review is from: Building the Knowledge Management Network: Best Practices, Tools, and Techniques for Putting Conversation to Work (Paperback)

Review of Building the Knowledge Network: Best Practices, Tools, and Techniques for Putting Conversation to Work

I thoroughly enjoyed this book. It was written in a conversational tone, and pulled together all the different pieces I've been reading in many sources. It starts with a brief history of knowledge sharing/conversation/communications which I found fascinating (and I am not a history buff!). Nancy & Cliff compared the anti-conversational attitudes of the Scientific Management during the Industrial Age, showed how the Hawthorne Studies caused the shift from the organization to the worker, and information systems. With the emergence of computer networks, the knowledge explosion has shown no sign of abating.

They discussed how the lessons of the pioneers of early communities such as the WELL assisted communities of today to flourish. Trust became communities' foundation with open communications offering challenges to community managers/moderators/facilitators.

The authors' inclusion of quotes from the ideas of the "greats" in community building/managing and knowledge management (KM) such as Stephen Denning, Thomas Davenport, Etienne Wenger, Tom Peters, Michael Hammer and Howard Rheingold, among others offered powerful evidence to their premises. Throughout the book are helpful charts, checklists and other graphics.

A whole chapter was devoted to culture and the tools that enable differing cultures. They discussed the three relationships between people and content and the three dimensions of collaboration (the cornerstone of communities).

Another chapter was devoted to external stakeholders and customer relationship management (CRM). They touch on what new skills will be required to operate within online learning and knowledge sharing communities And they touch on what paths our technical future may take and how to integrate all these new technologies.

They see a "collaborative future" from within and without organizations, as globalization becomes more widespread. The day of hoarding knowledge towards power are over, long live the new king of collaboration! This book is for anyone who wants to start an online community and for those who want to reminisce about "the good ole days," for those who want to read about what the big companies are doing, and all in context. "Context" is a word near and dear to my heart-for so often we forget to put information in context, whether in conversation or training. Nancy and Cliff have completed a truly delightful read in their book. I highly recommend it!

Help other customers find the most helpful reviews

Was this review helpful to you? Yes No

Report abuse

Share your thoughts with other customers: Create your own review

› See the customer review...

Most Helpful Customer Reviews on Amazon.com ^(beta)

Amazon.com: 4.5 out of 5 stars (2 customer reviews)

16 of 18 people found the following review helpful

5.0 out of 5 stars Powerful book, Oct 17 2002

By Bob Busby - Published on Amazon.com