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Using Knowledge: Advances in Expertise Location and Social Networking
American Productivity & Quality Center (APQC), Aug 2010, Pages: 131
One of knowledge management (KM) enduring value propositions has been to help employees get answers. Some of those answers may come from documented processes and best practices vetted by the organization’s experts or leaders. But useful answers often come not from documents, but from people. Never before have KM leaders had the opportunity to shape digital environments to support finding people and answers as they have today.
This report explores ways to find expertise and answers through Web 2.0 tools such as wikis, blogs, social networking, and social tagging. Included are in-depth case studies of best-practice organizations IBM Global Business Services, MITRE Corp., NASA, Rockwell Collins Inc., and Sun Microsystems Inc.
Historically, organizations either formally designated experts or asked people to maintain searchable profiles that identified their experience and expertise. Difficulties associated with these approaches have made new social networking approaches appealing. From traditional, profile-based expertise location systems to sexy Web 2.0 social networking and tagging applications, electronic enablers to find expertise and those who possess it have ushered in an exciting new era for KM. Knowing who has information, experience, or expertise is only half the equation.
The other half is being able to connect to those people in such a way that they will respond. Putting these two halves of the equation together is the objective of expertise location approaches. As anyone who has ever tried to get a back-stage pass to a rock concert knows, connections are valuable. A connection between two people is an asset to be leveraged personally and organizationally. The goal of expertise location systems—and their next-generation versions built on social networking and sophisticated tagging systems is to enable a connection that may eventually reduce cycle time, minimize the risk of not knowing something, or increase productivity.
The purpose of this study was to identify promising new approaches to finding expertise and answers by building on the analysts research in expertise location and, more recently, the adoption of Enterprise 2.0 approaches such as wikis, blogs, social networking, and social tagging. During this study, the analyst was amazed to find just how many organizations are making the leap to adopt Web 2.0 tools for their own KM purposes, how enthusiastic their IT groups are to experiment alongside the KM practitioners, and how fast lessons are being learned about making these approaches both productive and scalable. Expertise location is no exception.
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