The Electronic Journal of Knowledge Management publishes original articles on topics relevant to studying, implementing, measuring and managing knowledge management and intellectual capital.

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Journal Issue
Volume 8 Issue 1 / Jan 2010  pp1‑180

Editor: Ettore Bolisani, Enrico Scarso

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Linking Unlearning with Innovation through Organizational Memory and Technology  pp1‑10

Juan-Gabriel Cegarra-Navarro

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Virtual Communities of Practice: Investigating Motivations and Constraints in the Processes of Knowledge Creation and Transfer  pp11‑20

Ana Maria Ramalho Correia

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Organizing Customer Knowledge in Academic Libraries  pp21‑32

Farhad Daneshgar, Lyn Bosanquet

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Availability of sophisticated ICT infrastructure combined with emerging business processes such as various service orientation configurations, constitute major characteristics of many of today's libraries in western universities. This has created a vast amount of customer‑related information in libraries. This article provides a methodology for organising customer knowledge in academic libraries. A two‑dimensional Customer Knowledge Taxonomy (CKT) has been presented for organizing the customer knowledge, thus providing a formal and explicit specification to deliver a shared conceptualization of customer knowledge. Based on the proposed CKT, customer knowledge in academic libraries can be classified into (i) knowledge about customers, (ii) knowledge from customers and (iii) knowledge for customers. The knowledge in each of these three categories can be 'explicit' and 'tacit', thus providing six categories of customer knowledge. The second major contribution of this paper is to introduce a method for integrating the above first and second categories of customer knowledge in order to derive the third category. This integration methodology is based on an integrated cyclical knowledge flow model that consists of four phases including: (i) communication, (ii) knowledge sharing & dissemination, (iii) knowledge acquisition and application, and 'iv' knowledge utilization and evaluation. Through a qualitative research, the proposed framework, consisting of the CKT and the corresponding integrated cyclical knowledge flow model, was then applied to a large university library for coding and classifying the vast amounts of existing customer data residing in 2,500 interview scripts within the case study organization. In doing so, a uniform coding scheme had to be developed using a focus group methodology. Data were then stored into a customer knowledge base using the Laximancer software. The proposed framework was evaluated for consistency of conceptualisation to ensure reusability in similar environments. It is expected that similar organisations will benefit from the proposed methodology for classifying the customer knowledge in academic libraries and the associated evaluation methodology for design and development of integrated knowledge based systems which in turn will support emerging processes within the organization. 


Keywords: Knowledge taxonomy customer knowledge management knowledge management in library evaluation of customer knowledge innovative services academic libraries


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The Adoption of Knowledge Management Systems in Small Firms  pp33‑42

Pietro Evangelista

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Wikifailure: the Limitations of Technology for Knowledge Sharing  pp43‑52

Alexeis Garcia-Perez, Robert Ayres

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Limitations of Network Analysis for Studying Efficiency and Effectiveness of Knowledge Sharing  pp53‑68

Remko Helms, Renato Ignacio, Sjaak Brinkkemper

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Exploring Knowledge Work Practices and Evolution in Distributed Networks of Practice  pp69‑78

Eli Hustad

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Knowledge Management Success Factors — Proposal of an Empirical Research  pp79‑90

Franz Lehner, Nicolas Haas

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A Framework for Assessing Commensurability of Semantic Web Ontologies  pp91‑102

Liam Magee

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Assessing the Impact of KM on Organisational Practice: Applying the MeCTIP Model to UK Organisations  pp103‑118

Sandra Moffett, Anne Hinds

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Functional Concept for a Web‑Based Knowledge Impact and IC Reporting Portal  pp119‑128

Gaby Neumann, Eduardo Tomé

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Evaluating a Living Model of Knowledge  pp129‑138

Paul Parboteeah, Thomas Jackson, Gillian Ragsdell

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People, Technology, Processes and Risk Knowledge Sharing  pp139‑150

Eduardo Rodriguez, John Edwards

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Knowledge‑Based Strategies for Knowledge Intensive Business Services: a Multiple Case‑study of Computer Service Companies  pp151‑160

Enrico Scarso, Ettore Bolisani

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Measuring the Effects of Knowledge Management Practices  pp161‑170

Geoff Turner, Clemente Minonne

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The Role of Multinational Corporations (MNC's) in Developing R&D in Thailand: the Knowledge Flow Between MNC's and University  pp171‑180

Lugkana Worasinchai, Aurilla Aurelie Arntzen Bechina

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