Knowledge Discovery

Systems

Combination

Socialization

Meetings, telephone conversations, collaborative creation of documents

Employee rotation across departments, conferences. brainstorming retreats, cooperative projects

Databases, Web-based access to data, data mining, repositories of information, Web portals, best practices and lessons learned

Videoconferencing, electronic discussion groups, e-mail

Knowledge Capture

Systems

Externalization

Internalization

Models, prototypes, best practices, lessons learned

Learning by doing, on-the-job training, learning by observation, and face-to-face meetings

Expert systems, chat groups, best practices, lessons learned databases

Computer-based communication, AI-based knowledge acquisition, computer-based simulations

Knowledge Sharing

Systems

Socialization

Exchange

Employee rotation across departments, conferences. brainstorming retreats, cooperative projects

Memos, manuals, letters, presentations

Videoconferencing, electronic discussion groups, e-mail

Team collaboration tools, Web-based access to data, databases, and repositories of information, best practices databases, lessons learned systems, expertise locator systems

Knowledge Application

Systems

Direction

Routines

Traditional hierarchical relationships in organizations, help desks, support centers

Organizational policies, work practices, standards

Capture and transfer of experts' knowledge, troubleshooting systems, case-based reasoning systems, decision support systems

Expert systems, enterprise resource planning systems, management information systems