KNOWLEDGE MANAGEMENT #1

What is Information?

  • Information is a collection of facts
  • In information systems, info takes many forms: text, numbers, images, audio, video etc
  • Become informed, reduction of ignorance + uncertainty
  • Closely related terms are data + knowledge: these terms are often used interchangeably + are somewhat ambiguous

Defining Information

Intangible Entity: Information-as-Knowledge: Knowledge: Knowledge Management

Tangible Entity: Information-as-Thing: Knowledge: Information Systems

Intangible Process: Information-as-Process: Becoming Informed: Telling/Being told

Tangible Process: Information Processing: Data Processing: Data Warehouse

Defining Knowledge

  • "Capital consists in a great part of knowledge + organisation...Knowledge is our most powerful engine of production" [Marshall 1890]
  • Knowledge can be seen as:

-- Situated information

-- Useful information

-- Know-how [as opposed to know-what or know-why]

  • It's questionable whether knowledge can be transferred directly - although clearly it can be transferred [or created] somehow

Nature of Knowledge

  • Related to, but different from, data + information
  • Bottom of the pyramid: Data
  • A set of defined, objective facts concerning events
  • Basic facts, just symbols e.g "ticks" of a machine; e.g each weight of a package being packed
  • 'Know-nothing'
  • Middle of the pyramid: Information

Top of the pyramid: Knowledge

  • A value-added form of data that adds meaning through contextualisation, categorisation, calculation, correction or condensation
  • Data in context e.g total weight of packing this week, day or hour
  • 'Know-what'
  • The applied version of information, a combination of information within experience, framing, value, contextualisation + insight
  • Info + data used to reason e.g if I make X packages this week I will attain the target for the year
  • 'Know-how'

Peak of the pyramid: Wisdom

  • When you've acquired knowledge, you can use it in conjunction w/ your experiences + personal judgement to form wisdom
  • 'Know-why'
  • Wisdom can be encompassed in the knowledge section: it doesn't always appear on every version of this diagram
  • The lines between all categories can be blurred

Tacit/Explicit Dichotomy

  • Explicit Knowledge: an entity + can be transferred like data + information can
  • Tacit Knowledge: is embodied in people [individually] + while they can use it, they can't give it to anyone directly
  • Instructions on how to use a video player
  • How to plant a seed
  • Weight of package ID 01234
  • How to swim or ride a bike
  • The best decision to make about something complex [stock market etc]
  • This has profound implications on how knowledge might be managed

Perspectives on Knowledge

  • Explicit: an entity that can be written down [codified] + transferred
  • Tacit: something that can only be gained through experiences + in context ["inside peoples' heads"]
  • Can't always transfer knowledge directly: sometimes have to drop it down to the level of information + hope the receiver gathers knowledge from it
  • However, they might not gain the same 'knowledge' you did
  • This process also takes a long time: there are potential costs/errors

Explicit Knowledge

Tacit Knowledge

  • Knowledge that's easy to transfer
  • Is transferred through written, verbal or codified media

EXAMPLE: Toyota Assembly Line Production

  • Employees record "how each task is to be performed, how long each task should take, the sequence of steps to be followed in performing each task, + the steps to be taken by each worker in checking his/her own work"
  • Knowledge that's difficult to transfer
  • A personal type of knowledge that can't be shared simply through written or verbal communication, learned mostly through experience over time

EXAMPLE: Toyota Assembly Line Production

  • Toyota transfers tacit knowledge whenever it opens a new assembly factory
  • Toyota sends employees to work at one of its established factories, where experienced employees train them. They are sent back to the new factory to transfer their production knowledge to the rest of the new employees