CHAPTER 9

KNOWLEDGE
MANAGEMENT
AND E-LEARNING
LEARNING OBJECTIVES
 Intellectual capital
 Knowledge management
 Human behavior
 E-learning
 Learning management system
 Corporate vs. educational
INTELLECTUAL CAPITAL
■ Collective knowledge

■ Asset for production

■ Apple has $112 million in tangible assets
– But its market value is over $500 billion!

■ IC: Includes all intangible assets and resources

– Knowledge and expertise
TYPES OF INTELLECTUAL CAPITAL

■ Human Capital: Competencies and

knowledge of employees
■ Social Capital: Number and quality of
relationships maintained by employees with
– Each other
– Clients, customers, competitors
■ Structural Capital: Knowledge stored as
documents
– Business Processes
– Policies, contracts, transactions,
patents, trade secrets, R&D
TYPES OF KNOWLEDGE
■ Explicit knowledge
– Documented
– Structured and Unstructured information
– Often stored in information systems etc.

■ Tacit knowledge
– Insights, judgements, wisdom
– Human knowledge
KNOWLEDGE
MANAGEMENT
 Set of strategies and practices
organizations use to manage their
intellectual capital
 Steps in a KM Project
KM PROJECT
■ Step 1: Identify the Goal
– What is the need?
– Nature of IC?
– Hyundai’s Central Call Center
■ Step 2: Locate the Sources of
Knowledge
– Explicit/Tacit knowledge
– Expert Location Systems
– Social Network Analysis
KM PROJECT
■ Step 2: Locate the Sources of
Knowledge
• Expert Location Systems
– IS that can help find people in an organization
based on their education, expertise, and activities
– Knowledgeable, Trustworthy, Helpful

• Social Network Analysis (SNA)

– Maps and measures the strength of relations
between individuals and groups
– Individuals and groups are represented as nodes
– Roles people play – leaders, connectors, loners,
experts
– Rudy?
KM PROJECT
■ Step 3: Capture Knowledge
• Build Knowledge Base
- National Oceanographic and Atmospheric Agency (NOAA) knowledge base of extreme
weather

• Strategies for capturing tacit knowledge

- How to discover knowledge that people don’t even know they have?
KM PROJECT - Building a Knowledge Base
KM PROJECT - Strategies for Capturing Tacit Knowledge
KM PROJECT
■ Step 4: Organize, Share, and Value Knowledge
– Knowledge/Content Repository
– Use Intranet – private web space – as a platform
– KM System or Document Management System
• Repository of electronic documents; Searchable
• Some systems use Intelligent Character Recognition (ICR) to interpret hand-printed text

 Valuation Strategies
KM : PITFALL & PROMISES
■ Human Element
– Employee perspective: Why share?
– Free riding; Time-spend?
– Self Interest: The power of hoarding
knowledge
■ Incentives for knowledge sharing
– Recognition and rewards
– Con: Gaming the system
■ Technology and Content Issues
– Unfriendly technology, stale/ lack
of content
■ Semantic Web (Web 3.0)
– Online information can be read and
understood by both humans and
computers
– Software Agents collect and
integrate data from various sources
E - LEARNING
■ Instructional approaches that use information and communication
technologies.

– Connect trainee with instructors, other trainees, and the learning material

– Self-Paced E-Learning – online lectures

– Instructor-led E-Learning

– Hybrid Programs – this class

E – LEARNING : Course Development
■ Subject matter expert
Content Authoring
■ Instructional designer
Tools:
 Narrated presentations
 Interactive presentations
 Screen captures
 Simulations
■ Learning objects
– Digital resources (lecture, presentation, video, screen
captures, simulation) that can be used for different purposes
LEARNING MANAGEMENT SYSTEMS
■ Information system used to deliver e-learning courses
– Canvas – Content sharing, Wiki, Blog, Discussion Forum

■ E-Learning in Education
– Massive Open Online Courses (MOOC)
E – LEARNING IN EDUCATION