PhD Robert Loew
Information Brokerage – A new Approach using Knowledge Management
Cork Institute of Technology, Ireland, 2009
Abstract
Das herkömmliche Wissensmanagement versucht, das gesamte Unternehmenswissen in IT-bezogenen Strukturen zu speichern, aber Wissensmanagementstrategien sollten sich auch auf Menschen und Organisationen und nicht nur auf die Technologie konzentrieren.
Dies kann zum Teil durch die Kommunikation von Wissen zwischen Menschen in und zwischen Organisationen erreicht werden. Eine solche Kommunikation konzentriert sich auf die Entwicklung und den Austausch der Erfahrungen von Menschen.
In dieser Arbeit wird eine hybride Wissensmanagementlösung vorgestellt, die aus einem automatisierten System besteht, das Menschen einbezieht: Mitarbeiter, Experten und Knowledge Brokers (KB). Das hybride Konzept unterstützt die Identifizierung geeigneter Personen für bestimmte Diskussionsthemen. Außerdem unterstützt es den Prozess der Wissenskommunikation durch die Bereitstellung einer Kommunikationsinfrastruktur. Wenn Mitarbeiter nicht die passenden Informationen oder Experten finden, können sie einen persönlichen Knowledge Broker um Hilfe bitten. Wissensvermittler können zusammenarbeiten und das Knowledge Broker Network (KBN) bilden.
Ein Wissens- oder semantisches Netz wird verwendet, um Beziehungen zwischen den Schlüsselkonzepten des Unternehmens und den Fachgebieten der Mitarbeiter und Experten zu modellieren. Anstatt Daten in Repositories zu speichern, verwendet dieses neuartige KBN-Konzept "Meta-Wissen", das die Beziehungen zwischen Menschen und ihren Erfahrungen sowie ihre Fähigkeit, Fragen in einem bestimmten Bereich zu beantworten, beschreibt. Die Dokumente der Nutzer werden automatisch analysiert und klassifiziert mit dem Ziel, ihre Erfahrungen zu entdecken und zu aktualisieren.
Die Integration von externen Ressourcen und ein Algorithmus, der personalisierte Hinweise auf wertvolle Informationen vorschlägt, sind Teil des KBN-Ansatzes.
Darüber hinaus umfasst das Konzept eine Personalisierung, die sich auf Folgendes konzentriert
- die personalisierte Sicht des Nutzers auf das Wissensnetzwerk, basierend auf seinen Informationsbewertungen;
- den privaten Teil des Wissensnetzes für den Benutzer.
… engl. Original-Version
Traditional knowledge management attempts to store the total enterprise knowledge into IT related structures, but knowledge management strategies should focus also on people and organisations and not just on technology. This can be addressed in part by communicating knowledge between people, in and across organisations. Such communication focuses on the development and exchange of people’s experience. This thesis introduces a hybrid knowledge management solution consisting of an automated system that includes people: employees, experts and Knowledge Brokers (KB). The hybrid concept supports the identification of suitable people for certain topics of discussion. Further, it supports the knowledge communication process by providing a communication infrastructure. When employees cannot find the appropriate information or expert, then they can ask a personal Knowledge Broker for assistance. Knowledge Brokers can cooperate, forming the Knowledge Broker Network (KBN). A knowledge or semantic network is used to model relationships between the key concepts of the company and the topics of expertise of employees and experts. Instead of storing data in repositories, this novel KBN concept uses “meta-knowledge”, which describes relationships between people and their experiences, and their ability to answer questions in a certain area. Users’ documents are analysed and classified automatically with the aim to discover and update their experiences. The integration of external resources and an algorithm that proposes personalised hints to valuable information are part of the KBN approach. In addition, the concept comprises personalisation, focusing on:- the user’s personalised view into the knowledge network, based on his information ratings;
- the user’s private part of the knowledge network.
Inhaltsverzeichnis
… Details
1 Introduction .......................................................... 10
2 Knowledge Management .................................................. 19
2.1 What is Knowledge? .................................................... 19
2.2 Knowledge Management Concepts ......................................... 24
2.2.1 KM based on Business Process Models
2.2.2 Semantic Networks and Ontologies
2.2.3 Standards
2.2.4 Search- and Retrieval-Methods
2.3 Knowledge Management Systems .......................................... 54
2.3.1 Technologies and Applications forming a KMS
2.3.2 Review of Some KMS
2.4 Summary and Relevance for the Thesis .................................. 73
3 Issues in Company Knowledge Management – Status and Lessons Learned ... 74
3.1 Knowledge Management Trends ........................................... 74
3.2 Contact- and Knowledge Exchange Platforms ............................. 81
3.2.1 Brief Description of Examined Platforms
3.2.2 Analysis of Contact- and Knowledge Platform Examination
3.3 User Research Knowledge Management Experiences and Needs .............. 92
3.3.1 Profile of Attendees
3.3.2 Evaluation of a Used Knowledge Management System
3.3.3 Requirements for a Hypothetical Knowledge Management System
3.3.4 Personal Comments
3.3.5 Résumé
3.4 Problems of Traditional KM / Findings in Literature .................. 101
3.5 Lessons Learned: Requirements for KM Success ......................... 112
4 A Novel Knowledge Broker Network (KBN) ............................... 117
4.1 Principle / Strategy ................................................. 117
4.2 Man-Machine-Cooperation .............................................. 124
4.2.1 KMS and Knowledge Structure
4.2.2 Employee Profiles
4.2.3 Automated Update Processes for the Maintenance
of the Knowledge Network
4.2.4 Search Functionality
4.2.5 Search Results Restrictions and Ranking of Experts
4.2.6 Supporting Complex Requests / Querying Multiple Experts
4.2.7 When to Contact a Personal Knowledge Broker
4.3 Personalisation ...................................................... 135
4.3.1 Personalisation Concept
4.3.2 How Personalisation Works in the KBN Portal
4.4 Communities .......................................................... 140
4.4.1 Communities of Practice
4.4.2 Management of Employee’s Relationships
4.4.3 Identify Communities of Practice based on Employee’s Relationships
4.4.4 Organisational Support of Communities of Practice
4.4.5 Asking Communities of Practice
4.5 Search Assistance Algorithm (SAA) .................................... 148
4.5.1 Calculating Additional Hints by Personalised Knowledge Retrieval
4.5.2 Introduction to SAA
4.5.3 Extensions of SAA for Practical Use
4.6 Integration of Internet Resources .................................... 159
4.6.1 Integration of Semantic Web Resources
4.6.2 Integration of Documents or single Pages found in the Web
4.6.3 Integration of entire Web Sites
4.6.4 Links to Information Items vs. Copies of Information Items
4.6.5 Trust on External Resources
4.6.6 Issues on including External Resources in a Company Knowledge Base
4.7 Privacy Concept ...................................................... 162
4.8 Connecting KMS Islands Using the KB Network .......................... 164
4.9 KBN Portal Prototype ................................................. 165
4.10 Search Assistant Algorithm (SAA) Infrastructure Prototype ............ 176
4.11 Who is qualified for the role »Knowledge Broker« ? ................... 207
4.12 Summary .............................................................. 208
5 Other Applications of the Man-Machine-Cooperation-Principle .......... 212
5.1 IT Assistance for Small and Medium Enterprises ....................... 212
5.2 Personal Assistance Network (PAN) .................................... 218
5.3 Information Broker Network (IBN) ..................................... 220
5.4 Information Broker Prototype ......................................... 228
5.5 Summary .............................................................. 237
6 Conclusions & Outlook ................................................ 238
Literature ................................................................. 249
Appendices ................................................................. 278
A Publications
B Knowledge Management Technologies
B.1 XML - based Standards
B.1.1 eXtensible Markup Language XML
B.1.2 XSL (eXtensible Style Language)
B.1.3 XPath (XML Path Language)
B.1.4 XLink
B.2 Topic Maps
B.3 Search- and Retrieval-Method Examples
C Details to Knowledge Management Trend Studies
C.1 Study Nohr 2000
C.2 Study unicmind 2001
C.3 Study Inst. f. e-Management 2001
C.4 Study Ohle 2003
C.5 Study Koeder & Rohleder 2004
C.6 Study Linde 2005
D Details to Contact- and Knowledge Exchange Platforms
D.1 Functions of Examined Platforms
D.2 Search for Resources
D.3 Search for Experts
E GUI Elements of the KBN Portal
F Comparison of Functionality between KBN concept and KMS
G List of Figures
Inhalt
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Preface | 1 - 3 |
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Table of Content | 5 - 9 |
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Introduction | 10 - 18 |
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Knowledge Management - Theory | 19 - 39 |
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Search- and Retrieval-Methods - Theory | 40 - 53 |
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Knowledge Management Systems | 54 - 72 |
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User Research Knowledge Management Experiences and Needs | 92 - 100 |
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Lessons Learned : Requirements for KM Success | 112 - 116 |
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A Novel Knowledge Broker Network (KBN) | 117 - 123 |
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Man-Machine-Cooperation | 124 - 134 |
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Personalisation | 135 - 139 |
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Communities | 140 - 147 |
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Other Applications of the Man-Machine-Cooperation-Principle : IT Assistance for SME | 212 - 212 |
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Other Applications of the Man-Machine-Cooperation-Principle : Personal Assistance Network (PAN) | 218 - 219 |
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Other Applications of the Man-Machine-Cooperation-Principle : Information Broker Network (IBN) | 220 - 227 |
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Conclusions & Outlook | 238 - 248 |
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Literature | 249 - 277 |
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Appendix A : Publications | 278 - 279 |
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Appendix C : Used Studies | 294 - 303 |
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Appendix G : Figures | 314 - 323 |
bibTex :
@book{loew2009knowledgebroker,
author={Loew, Robert},
title={Information Brokerage -- A new Approach using Knowledge Management},
year={2009},
publisher={Cork Institute of Technology},
address={Cork, Ireland},
url={https://info.robertloew.de/phd}
}