Working Knowledge; Chris Riemer on KM; 10 Guidelines for Push Communications

05–May-06 Archive of Weekly KM Blog by Stan Garfield

KM Books

Working Knowledge: How Organizations Manage What They Know — by Thomas H. Davenport and Laurence Prusak

The definitive primer on knowledge management, this book will establish the enduring vocabulary and concepts and serve as the hands-on resource of choice for fast companies that recognize knowledge as the only sustainable source of competitive advantage. Drawing on their work with more than 30 knowledge-rich firms, the authors — experienced consultants with a track record of success — examine how all types of companies can effectively understand, analyze, measure, and manage their intellectual assets, turning corporate knowledge into market value. They consider such questions as: What key cultural and behavioral issues must managers address to use knowledge effectively?; What are the best ways to incorporate technology into knowledge work?; What does a successful knowledge project look like — and how do you know when it has succeeded? In the end, say the authors, the human qualities of knowledge — experience, intuition, and beliefs — are the most valuable and the most difficult to manage. Applying the insights of Working Knowledge is every manager’s first step on that rewarding road to long-term success.

Table of Contents

  1. Chapter 1 — What Do We Talk about When We Talk about Knowledge
  2. Chapter 2 — The Promise and Challenge of Knowledge Markets
  3. Chapter 3 — Knowledge Generation
  4. Chapter 4 — Knowledge Codification and Coordination
  5. Chapter 5 — Knowledge Transfer
  6. Chapter 6 — Knowledge Roles and Skills
  7. Chapter 7 — Technologies for Knowledge Management
  8. Chapter 8 — Knowledge Management Projects in Practice
  9. Chapter 9 — The Pragmatics of Knowledge Management

KM Links

Thoughts on KM from Chris Riemer:

This was the first interesting thing I wrote about KM when I was at DMR Consulting, which had earlier acquired my company, a firm called TRECOM Business Systems. I had been running the KM activity within the company’s Year 2000 group, and in the process developed a reputation as a KM Evangelist. In that context, I was approached by upper management, and asked to put some of my ideas in writing.

  • KM and the Business
  • Where We Stand
  • Where Do We Go?
  • The Seeds of the Crystal

KM Questions

Q: What are some guidelines for using push communications such as newsletters?

A: Here are ten guidelines to follow:

  1. Allow opting in and out. Use services which allow people to subscribe and unsubscribe easily.
  2. Send a one-time invitation to subscribe to a wide audience, and then respect the decisions of the recipients. Provide multiple alternatives, including email, RSS feed, and reading online only.
  3. Don’t subscribe anyone who didn’t request it. This is a serious violation of the opt-in principle.
  4. Don’t send messages to people unless they want to receive them from you. Otherwise, you will be viewed as a spammer and your messages will annoy the recipients rather than please them.
  5. Make it obvious in each message you send out how to subscribe or unsubscribe. Make sure the links really work.
  6. Store an archived copy of each newsletter. In each issue, include a link to the archives. This will allow others to link to your newsletter.
  7. Don’t blanket all forums you belong to with the same message. If a message is relevant to more than one forum, craft a brief, customized version which is specific to each forum, explain why it is relevant, and include a link to the full message which is posted elsewhere.
  8. Keep your newsletters as short as possible. For example, keep them to one page to encourage people to read them.
  9. Avoid sending messages with attachments. Instead, post any necessary files to an easily-accessible site and include links.
  10. Include your name in each communication so people will know who sent it and whom to contact with feedback and suggestions. This will also help build a positive reputation for you, especially if you follow the other nine guidelines.

Written by

Knowledge Management Author and Speaker, Founder of SIKM Leaders Community, Community Evangelist, Knowledge Manager https://sites.google.com/site/stangarfield/

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