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Addressing Failure Factors in Knowledge Management
Rosina O. Weber
College of Information Science & Technology, Drexel University, Philadelphia
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This article proposes a knowledge management (KM) approach for repository-based KM systems that combines strategies to prevent potential failure factors. The proposed approach is based upon existing literature surrounding failure factors in KM. It integrates humans, technologies, and processes. Humans perform the role of knowledge facilitators, who work with the user community. Knowledge facilitators deliver tasks that technology cannot yet perform competently. They verify that captured knowledge artifacts conform to a predefined format, educate contributors on technology use, and convey to leadership the importance of their support to the success of the approach. The processes of the target community make part of the approach in different ways. They are used to understand requirements; they are considered in the system design phase; and in each knowledge artifact, a process is selected as the one being impacted by the artifact. The processes become a point of association between artifacts, helping to demonstrate the integration of contributors’ work. Technologies are carefully selected to support the approach. The main methodology is case-based reasoning (CBR), which treats knowledge artifacts through the lens of knowledge engineering. This use of technology constrains contributors on how and what to contribute, while providing guidance on what to focus when submitting knowledge artifacts. Access to knowledge artifacts benefits from the adoption of CBR and the inclusion of processes. Knowledge artifacts are retrieved based on how useful they may be given the process they impact and the process that triggered a search for knowledge. The use of explicit processes allows their use as a reference to usefulness of a knowledge artifact. The resulting KM approach is geared to deliver knowledge tasks such as knowledge sharing, while lowering risks of failure. To address the need to demonstrate effectiveness, this KM approach can illustrate when knowledge is shared or leveraged among community members.
Keywords:
Knowledge management, knowledge-based systems, knowledge sharing, knowledge-based knowledge management, knowledge management approach, failure factors, case-based reasoning, processes, implementation.
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