Knowledge Management Strategies

New digital technology is improving business efficiency by radically increasing the quality and quantity of information available to knowledge workers. KNOWLEDGE MANAGEMENT STRATEGIES will help you decide which new knowledge-management technologies are relevant to your business and show you how to use them to build an integrated knowledge-management solution. The book also provides detailed case studies of successful knowledge-management implementations, complete with quantifiable benefits. You’ll discover how these implementations enable smarter business planning and analysis, faster product design and feedback, more effective project and people tracking, and better employee management and training. This book will help you to: Understand the business case for implementing an enterprise knowledge-management solution to enhance communication among employees Recognize your organization’s knowledge assets and barriers to knowledge sharing Separate knowledge-management myths from realities and learn how to survive knowledge-management implementation pitfalls Examine successful knowledge-management solutions for product design, consumer management, employee management, and business planning Choose technology building blocks and best practices that can help you implement a successful knowledge-management solution for your enterprise Learn about the Microsoft knowledge-management strategy, platforms, and technologies and how they can help you connect workers with the knowledge they need Discover how to build a knowledge-management solution that takes advantage of Microsoft products you may already be using

Table of Contents:
Introduction xv Design Goals 4 Needs Assessments 5 Business Goals 6 Business Processes 6 Usage Characteristics 7 User Needs 8 Information Resources 9 Personal 10 Team 10 Corporate 10 External 11 Resource Improvement 11 Information Islands 11 Poor Reporting 13 Fractured Infrastructure 13 No Common Taxonomy 13 Development 13 Wrap Up 15 Taking Stock 16 Action Plan 16 Focusing on Users 19 Making It Easy to Use 20 Handling the Big Changes 21 Addressing Personal Needs 22 Eliminating the Noise 23 Choosing a Pilot Group 25 Sponsors 26 Stakeholders 27 Prototyping the System 28 Demonstrating to End Users 28 Ongoing Collaboration 29 Reviews by Stakeholders 29 Wrap Up 30 Taking Stock 30 Action Plan 31 Service Development 36 Setting an Example 37 Providing Better Service 37 Standardizing Design 39 Product Development 40 Success Rates 41 Project Repositories 43 Project Reporting 43 Collaboration 43 Managed Costs 44 Wrap Up 47 Taking Stock 47 Action Plan 48 Sales Management 50 Lost Opportunities 51 Bringing It Together 51 Eating Dog Food 53 Information Loops 55 Replacing the Paper 57 Problems with Paper 58 Handheld Computers 59 Software Solutions 60 The Total Solution 61 Online Customer Support 63 Easy Access to Support 64 Public Discussion Groups 64 Knowledge Portal Features 65 Correspondence Management 66 Wrap Up 68 Taking Stock 68 Action Plan 69 Training 72 Skill Alignment 72 Benefits 74 Paperless Management 75 Payroll and Direct Deposit 75 Stock Purchase Programs 75 401(k) Administration 76 Staffing 77 Tracking Headcount 77 Managing Headcount 78 Performance Reviews 79 Out with the Old 80 In with the New 80 Expense Management 82 Wrap Up 83 Taking Stock 84 Action Plan 85 Decision Making 88 Better Decisions 90 Faster Reactions 90 Trend Analysis 91 Simplicity Makes It Real 92 Making Informed Decisions 92 Predicting the Future 93 Results in the Pudding 93 Demographics 94 Digging Up Information 95 Providing Systemic Access 96 Wrap Up 97 Taking Stock 97 Action Plan 98 Microsoft Office 103 Office Web Components 104 Outlook Team Folders 107 Microsoft BackOffice Server 108 Collaboration 110 Content Management 111 Business Intelligence 112 Tracking and Workflow 112 Dashboard Development 114 Developing the Prototype 115 Creating the Dashboard 116 Wrap Up 117 Taking Stock 118 Action Plan 119 Web Storage System 122 Standards Support 123 Rich HTML 123 Win32 Interfaces 124 Advanced Scripting 124 Streaming Store 124 Content Indexing 125 Administration 125 Scalability 126 Reliability 128 Security 128 Integration 129 Productivity Enhancements 130 Office 2000 131 Collaboration Objects 132 Development Tools 133 Unified Messaging 133 Wrap Up 134 Taking Stock 135 Action Plan 136 Industry Standards 138 Protocols 139 Data Formats 139 Wireless Carriers 141 Microsoft Products 142 Client Devices 143 Data and Applications 144 Development Tools 145 Server Products 146 Windows CE 147 Mobile Explorer 149 Feature Phones 150 Smart Phones 151 Wrap Up 152 Taking Stock 153 Action Plan 154 User Interfaces 156 Persona 156 TaskGallery 157 Speech Recognition 157 Text-to-Speech 158 Data Retrieval 159 Wrap Up 160 Taking Stock 161 Action Plan 161 Enabling Modules 165 Microsoft s KM Platform 166 Basic Conditions for KM 169 Messaging and Collaboration 170 Technology Requirements 171 Microsoft Technologies 171 Scenarios and Recommendations 173 Complete Intranet 174 Technology Requirements 175 Microsoft Technologies 175 Scenarios and Recommendations 176 Communities, Teams, and Experts 178 Technology Requirements 179 Microsoft Technologies 180 Scenarios and Recommendations 181 Portals and Search 183 Technology Requirements 184 Microsoft Technologies 185 Scenarios and Recommendations 187 Content Management 189 Technology Requirements 190 Microsoft Technologies 191 Scenarios and Recommendations 193 Real-Time Collaboration 195 Technology Requirements 197 Microsoft Technologies 197 Business Challenges 198 Wrap Up 201 Glossary 203 Index 221

About the Author :
Jerry Honeycutt, MVP for Windows, is a popular author with more than 25 books to his credit, including Microsoft Windows Desktop Deployment Resource Kit. In addition, he is a columnist for Windows XP Expert Zone and Microsoft TechNet.