The Electronic Journal of Knowledge Management aims to publish perspectives on topics relevant to the study, implementation and management of knowledge management
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Information about the European Conference on Knowledge Management (ECKM) is available here.

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Information about the European Conference on Intellectual Capital (ECIC) is available here
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Journal Article

Knowledge Management in Call Centres  pp324-333

Pooya Rasooli, Amir Albadvi

© Aug 2007 Volume 5 Issue 3, Editor: Charles Despres, pp257 - 347

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Abstract

Call centres, or their contemporary successors contact centres, are the preferred and prevalent way for many companies to communicate with their customers, but perhaps the greatest challenge of running a call centre, is to ensure that customers are provided with the right information in a timely fashion. Knowledge management has a number of practical tools and strategies to meet this challenge but to leverage the potential of these tools organisations must understand how to implement knowledge management especially in their call centre department. This research paper focuses on five main roles of knowledge management namely; knowledge acquisition, utilisation, adaptation, dissemination and generation, while knowledge management is achieved by identifying and managing these roles efficiently in an organisation. The primary data comprises interviews with managers of the call centre department of two largest car makers in Iran. Using case study approach, this research tries to describe and illustrate how participating companies are managing their organisational knowledge in their call centres, which items are supported under their supervision and which items have not been covered.

 

Keywords: Knowledge management, customer relationship management, knowledge acquisition, knowledge adaptation, knowledge dissemination, knowledge generation, knowledge utilisation

 

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Journal Article

Faculty Perceptions of Business Communication Skills and Needs of Management Students  pp297-312

Shailja Agarwal, Jaya Chintranshi

© Jun 2009 Volume 7 Issue 3, Editor: Dan Remenyi, pp297 - 397

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Abstract

It is unanimously agreed that a business communication curriculum plays an important role in preparing students for the workforce in the corporate (Pittenger, Khushwant K. S.; Miller, Mary C. & Allison, Jesse, 2006; Zhao, Jensen J. & Alexander, Melody W., 2004). However, Student population in India undertaking a program in business management primarily comprises those for whom English is a second language. In this scenario, it becomes extremely important to analyze how the faculty teaching business management students perceive the course of business communication and students' possession of business communication skills (Plutsky, Susan & Wilson, Barbara A., 1996). In this connection, very little work has been done on the perceptions of faculty teaching business management students in India. What are the areas of business communication curriculum which faculty perceives as important? What are those areas of business communication in which faculty feel students are more competent? Should something be added to the curriculum to make it more effective? This study enters this discussion by presenting a small empirical study of a faculty's perception of the business communication needs of students. A sample of 93 faculty members, teaching with AICTE accredited management institutions in India have expressed their opinion on the said issue by way of questionnaires. The ultimate goal is to reorient the curriculum of business communication according to the findings of the present study.

 

Keywords: business communication, oral skills, written skills, topics covered, knowledge dissemination, faculty perceptions

 

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Journal Issue

Volume 5 Issue 3 / Jul 2007  pp257‑347

Editor: Charles Despres

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Keywords: architectures for knowledge management systems, business school, case based reasoning, communities of practice, customer relationship management, decision making, discovery query, expert, failure factors, frames, fuzzy logic, Heidegger, info-culture, info-structure, infrastructure, knowledge acquisition, knowledge adaptation, knowledge communication, knowledge dialogues, knowledge dissemination, knowledge generation, knowledge management practices, knowledge management systems, knowledge media, knowledge representation, knowledge transfer, knowledge utilization, knowledgebase, learning organization, ontology, organizational knowledge, popper, predicate logic, production rule, propositional logic, ranking semantic relations, relation robustness, relationship search, semantic associations search, semantic nets, semantic web, social capital, structuration theory, success factors of KM, validation

 

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Journal Issue

Volume 5 Issue 4 / Dec 2007  pp347‑550

Editor: Charles Despres

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Keywords: architectures for knowledge management systems, business school, case based reasoning, communities of practice, customer relationship management, decision making, discovery query, expert, failure factors, frames, fuzzy logic, Heidegger, info-culture, info-structure, infrastructure, knowledge acquisition, knowledge adaptation, knowledge communication, knowledge dialogues, knowledge dissemination, knowledge generation, knowledge management practices, knowledge management systems, knowledge media, knowledge representation, knowledge transfer, knowledge utilization, knowledgebase, learning organization, ontology, organizational knowledge, popper, predicate logic, production rule, propositional logic, ranking semantic relations, relation robustness, relationship search, semantic associations search, semantic nets, semantic web, social capital, structuration theory, success factors of KM, validation

 

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Journal Issue

Volume 6 Issue 1 / Jul 2008  pp1‑74

Editor: Charles Despres

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Keywords: architectures for knowledge management systems, business school, case based reasoning, communities of practice, customer relationship management, decision making, discovery query, expert, failure factors, frames, fuzzy logic, Heidegger, info-culture, info-structure, infrastructure, knowledge acquisition, knowledge adaptation, knowledge communication, knowledge dialogues, knowledge dissemination, knowledge generation, knowledge management practices, knowledge management systems, knowledge media, knowledge representation, knowledge transfer, knowledge utilization, knowledgebase, learning organization, ontology, organizational knowledge, popper, predicate logic, production rule, propositional logic, ranking semantic relations, relation robustness, relationship search, semantic associations search, semantic nets, semantic web, social capital, structuration theory, success factors of KM, validation

 

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