UNIT I

1) Introduction to knowledge management

Knowledge management (KM) is the process of creating, sharing, using, and managing knowledge and
information within an organization.

It involves identifying, capturing, assessing, and utilizing knowledge to enhance organizational

performance, increase efficiency, and achieve strategic goals.

KM is a multidisciplinary approach that incorporates various fields such as information technology,

human resources, organizational behaviour, and communication.

It aims to ensure that knowledge is used effectively and efficiently by identifying critical knowledge
assets, managing their creation and dissemination, and fostering a culture of knowledge sharing and
continuous learning within the organization.

Knowledge management can include a range of activities, such as creating and sharing best practices,
lessons learned, and expertise among employees, establishing centralized knowledge repositories,
developing knowledge transfer mechanisms, and fostering communities of practice.

Successful knowledge management can lead to improved decision-making, innovation, and

competitiveness, as well as increased workforce satisfaction and retention.

2) History of knowledge management

The history of knowledge management (KM) dates back to ancient times, where the sharing of
knowledge was essential for survival and progress.

The early civilizations of Egypt, Greece, and Rome recognized the value of accumulating and preserving
knowledge, which were often recorded on papyri, tablets, and scrolls.

In the 20th century, KM began to emerge as a formalized field of study and practice. In the 1950s and
1960s, the focus was on information management, with the introduction of computer systems to store
and retrieve data.

In the 1970s, the term "knowledge management" was first used, and the focus shifted to the idea of
managing and leveraging intellectual capital.

By the 1990s, the rise of the internet and globalization created new challenges for organizations in
managing knowledge and staying competitive.

In the early 2000s, the concept of "Web 2.0" and social media inspired new approaches to KM, such as
communities of practice and social networking platforms.

Today, KM continues to evolve as new technologies and trends emerge, but at its core, it remains
focused on maximizing the value of organizational knowledge and expertise.

3) Importance of knowledge management

Knowledge management is important for several reasons:

1. Improved decision making: Knowledge management allows organizations to gather, manage, and
transfer relevant information to decision-makers. This enables better-informed decisions to be made,
which can lead to better business outcomes.
2. Increased innovation: Effective use of knowledge management in organizations can help increase
innovation by identifying new opportunities, developing new ideas, and fostering a culture of learning
and creativity.

3. Enhanced customer service: Knowledge management enables organizations to provide better customer
service by having the necessary information readily available and making it easily accessible to
employees who interact with customers.

4. Improved efficiency: Effective knowledge management can help reduce duplication of effort, avoid
mistakes and promote best practices. This can lead to an increase in efficiency and effectiveness.

5. Retention of knowledge: Knowledge management helps organizations to retain valuable knowledge

and expertise, even when employees leave. The knowledge and experience that are built up over time
can be preserved and used to improve business operations.

Overall, knowledge management is critical for organizations to remain competitive and agile in today’s
rapidly changing business environment. Organizations that effectively manage their knowledge and
leverage it to drive innovation and decision-making will have a distinct advantage over their competitors.

4) Information management to knowledge management

Information management is the process of collecting, storing, and disseminating data and information
within an organization. Knowledge management, on the other hand, is the process of capturing, sharing,
and utilizing knowledge within an organization to improve its performance.

To move from information management to knowledge management, organizations must focus on

creating a culture that values and promotes knowledge sharing and collaboration. They must also
implement tools and processes that enable the capture, sharing, and utilization of knowledge.

Some key steps to transition from information management to knowledge management include:

1. Identify knowledge management needs: Organizations must assess their information needs and
identify areas where knowledge management can add value.

2. Develop a knowledge-sharing culture: Organizations must create a culture that values collaboration
and knowledge sharing.

3. Implement knowledge management tools and processes: Organizations must implement tools and
processes that enable the capture, sharing, and utilization of knowledge.

4. Train employees: Organizations must provide training to employees on knowledge management tools
and processes.

5. Measure success: Organizations must measure the success of their knowledge management initiatives
to ensure that they are meeting their goals and adding value to the organization.

5) Knowledge management cycle

The knowledge management cycle is a continuous process that involves identifying, creating, storing,
sharing, and applying knowledge within an organization. It typically consists of four phases:

1. Knowledge creation: This phase involves identifying and creating new knowledge through various
sources such as research, experimentation, analysis, and observation.

2. Knowledge storage: Once new knowledge is generated, it needs to be stored in a usable format that is
easy to access and retrieve. Various tools and technologies are used to store knowledge, including
databases, wikis, and content management systems.
3. Knowledge sharing: The goal of knowledge sharing is to spread knowledge and make it accessible to
the right people at the right time. It involves creating an environment where knowledge can be freely
exchanged and encouraging collaboration and communication among team members.

4. Knowledge application: The final stage of the cycle involves using knowledge to solve problems,
make decisions, and drive innovation. Organizations can apply knowledge by using it to improve
processes, products, and services, as well as to develop new ideas and strategies.

6) Industrial economy to knowledge economy

The shift from an industrial economy to a knowledge economy is a change in the predominant method of
economic activity.

In an industrial economy, the majority of economic activity is focused on producing and manufacturing
physical goods. In a knowledge economy, the focus shifts to the creation, management, and
dissemination of information and knowledge.

The knowledge economy is driven by technological innovation, digitalization, and an emphasis on

intellectual capital. In this economy, the value of products and services is increasingly based on the
knowledge, skills, and expertise of the professional workforce.

The transition to a knowledge economy requires a shift in the nature of work, education and training, and
the way in which value is created and measured.

Key requirements for success in this economy include a highly skilled workforce, strong intellectual
property protection, a supportive business environment that fosters innovation and entrepreneurship, and
investment in research and development.

UNIT II

1) Mechanics of knowledge management

The mechanics of knowledge management involve various processes and practices that facilitate the
creation, sharing, retention, and use of knowledge within an organization. Some of the key elements of
knowledge management include:

1. Knowledge creation: This involves generating new knowledge through research, analysis,
experimentation, and innovation.

2. Knowledge capture: This involves identifying and documenting existing knowledge that is valuable to
the organization, and storing it in a central repository or database where it can be accessed by others.

3. Knowledge sharing: This involves facilitating the transfer of knowledge from one person or team to
another, through various communication channels, such as meetings, training sessions, and online
collaboration tools.

4. Knowledge retention: This involves preserving knowledge over time, through the use of knowledge
management systems and practices, such as archiving, indexing, and tagging.

5. Knowledge use: This involves applying knowledge to solve problems, make decisions, and improve
organizational performance, by making it readily available to those who need it.

Overall, the mechanics of knowledge management require a combination of technology, processes, and
people-focused strategies, aimed at creating a culture of knowledge sharing and continuous learning
within the organization.
2) Tools and technologies
There are many different tools and technologies used in knowledge management. Here are a few
examples:

1. Content management systems (CMS): These are software applications used to create, manage, and
publish digital content. CMSs can be used to store and organize knowledge, including documents,
images, videos, and audio files.

2. Customer relationship management (CRM) software: CRM software helps organizations manage
relationships with their customers and clients. It includes tools for storing customer data, tracking
customer interactions, and analyzing customer behavior.

3. Collaboration software: Collaboration software enables teams to work together on projects, share
knowledge, and communicate with each other. Examples include project management software, team
chat apps, and virtual meeting software.

4. Learning management systems (LMS): An LMS is a software application used for delivering online
training and education. It can be used in knowledge management to provide employees with access to
training materials and resources.

5. Intranet: An intranet is a private network used within an organization. It can be used to store and share
internal knowledge, such as policies and procedures, employee profiles, and company news.

6. Socialmedia: Social media platforms can be used to share knowledge and expertise within an
organization. This includes tools for creating shared groups, forums, and chat rooms for employees to
share ideas and collaborate.

7. Artificial intelligence (AI): AI can be used to analyze large amounts of data and generate insights
from it. This can be used in knowledge management to identify patterns, trends, and opportunities for
improvement.

3) Communities of practice
Communities of practice (CoP) are groups of people who share a common interest or profession and
interact with each other regularly to exchange knowledge and ideas. In knowledge management, CoPs
are important for sharing knowledge and developing expertise in a particular area. CoPs can be found in
organizations, industries, or online platforms.

CoPs can be beneficial for an organization in the following ways:

1. Promoting knowledge sharing: Members of CoPs share their expertise, experience, and best practices
with each other, which helps in promoting knowledge sharing.

2. Fostering innovation: Through the sharing of knowledge and expertise, CoPs can develop new ideas
and approaches, leading to innovation.

3. Enhancing learning: CoPs provide a platform for members to learn from each other, share their
experiences, and gain new knowledge and skills.

4. Building relationships: CoPs promote networking and collaboration among members, leading to the
building of relationships and the creation of new opportunities for the organization.

5. Improving problem-solving: CoPs can help members to solve problems more effectively and
efficiently, by sharing their collective knowledge and expertise.
Overall, CoPs play a crucial role in knowledge management, as they provide a collaborative
environment for knowledge sharing and learning, leading to innovation and a more efficient problem-
solving approach.

4) The knowledge management matrix.

The knowledge management matrix is a framework that provides a structured approach to capturing,
sharing, and utilizing knowledge within an organization. It consists of four key components:

1. Knowledge creation: This involves generating new ideas, insights, and information through research,
experimentation, and collaboration. It is the starting point for any knowledge management initiative.

2. Knowledge storage: Once knowledge is created, it needs to be captured and stored in a structured and
accessible format. This may include databases, wikis, intranets, and other knowledge repositories.

3. Knowledge sharing: The next step is to make the knowledge available to others within the
organization. This can be done through training programs, forums, social networks, and other
communication channels.

4. Knowledge utilization: Finally, the knowledge must be applied to solve problems, make decisions,
and improve business processes. This requires a culture that values knowledge sharing and an
infrastructure that supports its effective use.

The knowledge management matrix is an ongoing process that requires monitoring, evaluation, and
continuous improvement. By leveraging the insights and expertise of employees, organizations can
create a competitive advantage and drive innovation.

UNIT III
1) Social nature of knowledge
The social nature of knowledge refers to the way in which knowledge is created, shared, and transmitted
through social interactions and relationships. It recognizes that knowledge is not just a product of
individual learning and cognition, but also a collective effort that is shaped by cultural, political, and
historical contexts.

One important aspect of the social nature of knowledge is the role of social institutions, such as schools,
universities, and research institutions, in producing and disseminating knowledge. These institutions
provide a structured and formalized setting for knowledge production, where individuals can collaborate,
exchange ideas, and build on each other's work.

Another aspect of the social nature of knowledge is the importance of social networks and relationships
in the process of knowledge sharing. Individuals access and share knowledge through their social
networks, which may include colleagues, friends, family members, and online communities.

Finally, the social nature of knowledge also recognizes the influence of power dynamics and social
inequalities on knowledge production and dissemination. For instance, certain groups may have greater
access to resources and platforms for sharing their knowledge than others, and their perspectives and
experiences may be privileged over those of marginalized groups.

In summary, the social nature of knowledge emphasizes the importance of social interactions,
institutions, and power dynamics in shaping the production, sharing, and transmission of knowledge.

2) Social network analysis

Social network analysis is the study of social relationships among individuals, groups, organizations, or
entire societies. It involves analyzing the structure and patterns of connections in social networks to
understand how people interact and influence each other. This analysis can help identify key individuals,
groups, and communities within a network, identify patterns of communication and collaboration, and
analyze the spread of information or influence through the network. Social network analysis can be
applied to a variety of settings, including online social networks, organizational networks, and
community networks.

3) Obstacles to knowledge sharing

1. Lack of trust: Individuals or organizations may not trust each other enough to share their knowledge
because they are afraid that it will be used against them.

2. Lack of incentives: Employees may not see any real incentives for sharing their knowledge. They may
feel that their knowledge is their valuable asset and sharing it with others may not provide any tangible
benefits to them.

3. Culture and language barriers: Different cultures and languages may present barriers to knowledge
sharing. Even within the same organization, people may come from different regions with different
languages and cultures, which may create difficulties in sharing knowledge.

4. Technology barriers: Some individuals or organizations may not have the technology or infrastructure
to facilitate knowledge sharing.

5. Time constraints: Individuals may have limited time to share their knowledge due to their workload or
other responsibilities, which makes knowledge sharing a low priority.

6. Fear of losing job security: Sharing knowledge with others may make some employees feel vulnerable
and fear losing job security if others are perceived to have the upper hand.

7. Lack of collaboration and teamwork: Knowledge sharing may not be possible if there is a lack of
collaboration and teamwork within an organization. If employees do not work together, trust may not be
built, and knowledge sharing can be hindered as a result.

4) Organizational learning & social capital.

Organizational learning and social capital are closely related concepts that have a significant impact on
the success of an organization.

Organizational learning refers to the process of acquiring knowledge and skills that enable members of
an organization to adapt to changing environments and to improve their performance over time.

Social capital refers to the value that an organization derives from the relationships and networks that
exist among its members.

Organizational learning and social capital are interdependent because learning often occurs through
social interactions and the creation of social networks.

Social capital facilitates the flow of information, knowledge, and resources within an organization,
which in turn enables members to learn from each other and to develop new skills and capabilities.

Through shared experiences, members of an organization develop a common language, culture, and set
of values that contribute to their collective performance.

By creating a culture of learning and collaboration, organizations can leverage their social capital to
drive innovation and growth.

5) Knowledge application – individual level, group level, organization level.

1. Individual level: At this level, knowledge application refers to the transfer of knowledge or
information acquired by an individual through training or education into practical use. This can include
applying new skills, techniques or strategies to solve problems, make decisions, or complete tasks in an
effective manner.

2. Group level: Knowledge application here refers to the collaborative application of knowledge within a
group or team. This can involve sharing ideas, brainstorming, and identifying solutions to common
challenges that the group faces. The transfer of knowledge among members and the application of
different perspectives can lead to improved team performance.

3. Organization level: At this level, knowledge application focuses on the use of knowledge management
strategies to facilitate the dissemination and application of knowledge within an organization. This
includes creating a culture of knowledge sharing, identifying and capturing knowledge from across the
organization, and applying it to improve organizational performance. Successful knowledge application
at this level leads to increased efficiency, effectiveness, and innovation within the organization.

UNIT V

1) Knowledge management team-roles & responsibility

A knowledge management team includes a group of individuals who are responsible for managing the
knowledge of an organization or a team. The roles and responsibilities of a knowledge management team
may vary based on the size of the team and the structure of the organization. Here are some of the
common roles and responsibilities of a knowledge management team:

1. Knowledge Manager: The knowledge manager is responsible for managing the knowledge
management system and ensuring that it is effective. This includes developing processes for creating,
sharing, and maintaining knowledge, as well as monitoring the use of the knowledge management
system.

2. Content Curator: A content curator is responsible for organizing and managing the content within the
knowledge management system. This includes ensuring that the content is up-to-date, relevant, and
accessible to the team members.

3. Knowledge Analyst: A knowledge analyst is responsible for analyzing the data within the knowledge
management system to identify trends and patterns. They use this information to improve the knowledge
management system and provide insights to the team members.

4. Knowledge Engineer: A knowledge engineer is responsible for designing and building the knowledge
management system. They work closely with the knowledge manager to ensure that the system is
effective and user-friendly.

5. Trainer: A trainer is responsible for training the team members on how to use the knowledge
management system effectively. This includes providing training on how to access, share, and maintain
knowledge within the system.

6. Knowledge Champion: A knowledge champion is an evangelist who promotes the use of the
knowledge management system within the team. They work closely with the knowledge manager to
drive user adoption and ensure that the system is being used effectively.

7. Technology Specialist: A technology specialist is responsible for ensuring that the knowledge
management system is performing optimally. This includes resolving technical issues and identifying
opportunities to improve the system's functionality.
8. Community Manager: A community manager is responsible for creating and managing a community
of practice within the team. They work closely with the knowledge manager to foster a culture of
knowledge sharing and collaboration among team members.

2) Political issues in knowledge management

1. Intellectual property rights: One of the major political issues in knowledge management is related to
intellectual property rights. The ownership, protection, and sharing of intellectual property are often
heavily regulated by governments, and different countries have different regulations in place.

2. Data privacy: The storage and sharing of personal and sensitive data is a major concern for both
individuals and organizations. Knowledge management systems must adhere to privacy laws, and there
are political debates over the level of access that authorities should have to data.

3. Freedom of information: There is a constant tension between the need for open access to knowledge
and information for the public good and the need for governments or organizations to keep certain
information confidential in the interest of national security or commercial confidentiality.

4. Governance and regulation: The management of knowledge often involves governance and regulation,
with different levels of government and regulators involved in the process. This can lead to disputes and
conflicts, particularly when different jurisdictions have different rules and regulations.

5. Technological advancements: New technologies such as blockchain, machine learning, and artificial
intelligence are changing the way knowledge is managed, accessed, and shared. There are political
debates about the regulation of these technologies and the potential impact on industries and societies.

3) Ethics in knowledge management

Ethics in knowledge management refers to the principles and guidelines that govern the collection, use,
sharing, and dissemination of knowledge and information. These principles are important because they
help organizations to avoid legal and ethical issues arising from the misuse or mismanagement of
information.

Here are a few areas of ethics in knowledge management:

1. Data Privacy and Security: Organizations need to ensure that their knowledge management systems
protect the privacy and security of their data. This means that data should be appropriately stored and
accessed only by authorized personnel.

2. Intellectual Property Rights: Organizations need to respect intellectual property rights when managing
knowledge. This includes ensuring that the information they use is not copyrighted and that they do not
infringe on the intellectual property rights of others.

3. Transparency and Openness: Organizations need to be transparent about their knowledge management
practices and make sure that they are open to feedback and input from stakeholders.

4. Social Responsibility: Organizations have a social responsibility to share knowledge and information
that can benefit society. This means that they need to ensure that the knowledge they manage is used for
the greater good.

5. Fair Use: Organizations need to be aware of fair use principles when using and sharing knowledge.
This means that they should only use and share information for legitimate purposes and not infringe on
the rights of others.

Overall, ethics in knowledge management is a vital component of responsible information management.

Organizations need to ensure that their knowledge management practices are aligned with ethical
principles to avoid any negative impacts on individuals, organizations, and society.
4) Strategic issues in knowledge management
1. Identifying the knowledge that is most valuable: Organizations need to determine the kind of
knowledge that is crucial for their success. They should identify their core competencies and prioritize
their knowledge management efforts accordingly.

2. Creating a knowledge-sharing culture: Organizations need to create a culture that encourages

knowledge sharing. This requires creating an environment where employees are encouraged to share
their expertise and knowledge freely.

3. Retaining key employees: Retaining employees who possess valuable knowledge is crucial for
knowledge management success. Organizations need to develop employee retention strategies to avoid
losing key knowledge holders.

4. Training employees: Organizations need to provide training to employees to develop their skills and
knowledge. They should also provide opportunities for employees to learn from each other through
mentoring and peer-to-peer learning.

5. Managing intellectual property issues: Organizations should develop policies and procedures to
protect their intellectual property. They should also ensure that employees understand and follow them.

6. Leveraging technology: Technology can be a powerful tool for knowledge management.

Organizations should invest in technology that supports knowledge sharing, collaboration, and
innovation.

7. Measuring the impact of knowledge management: Measuring the impact of knowledge management
efforts is crucial for organizations to understand the effectiveness of their strategies. Organizations need
to develop metrics to measure the impact of their knowledge management efforts.

5) Future of knowledge management.

The future of knowledge management is likely to be shaped by advancements in technology and shifts in
organizational culture. Here are some predictions:

1. Increased use of Artificial Intelligence (AI) and Machine Learning (ML) – AI and ML will play a
major role in knowledge management in the future. Organizations will use these technologies to analyze
data and extract insights that can be used to improve decision-making. In addition, chatbots and virtual
assistants will act as a bridge between employees and knowledge repositories, providing quick and easy
access to information.

2. Focus on knowledge-sharing culture – Organizations are beginning to realize the importance of

knowledge-sharing culture in improving performance and innovation. In the future, more companies will
encourage employees to share their expertise and experience through collaboration tools and digital
platforms.

3. Greater emphasis on user experience – Knowledge management systems will need to be easy to use
and intuitive, with a focus on personalized experiences. This will require the integration of technology
such as chatbots and artificial intelligence, as well as user-centered design principles.

4. Integration with other systems – Knowledge management systems will integrate with other business
applications like CRM and ERP systems, giving employees easy access to relevant information across
different systems.

5. Rise of the knowledge management professional – As knowledge management becomes more critical
to business success, there will be a greater need for professionals who can help organizations manage
and leverage their knowledge effectively.
Overall, the future of knowledge management will be driven by technology and the need for a culture
that values sharing, collaboration, and continuous learning.