Knowledge Management

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1. 1

   Knowledge and Why It Matters

   • What Knowledge Management Is
   • Data, Information, Knowledge and Wisdom
   • Why Organisations Lose Knowledge
   • The Business Case for Knowledge Management
   • Where Knowledge Management Fits
2. 2

   Kinds of Knowledge

   • Explicit and Tacit Knowledge
   • Know-What, Know-How, Know-Who and Know-Why
   • Individual, Team and Organisational Knowledge
   • The SECI Model: How Knowledge Converts
   • Critical Knowledge: Deciding What Matters
3. 3

   Capturing and Organising Knowledge

   • Codify or Connect: Choosing an Approach
   • Interviewing Experts to Capture Know-How
   • Writing Knowledge People Can Use
   • Stories, Cases and Worked Examples
   • Organising Knowledge So People Find It
4. 4

   Sharing Knowledge Through People

   • Communities of Practice
   • Starting and Running a Community of Practice
   • Peer Assists and Expert Networks
   • A Culture Where People Share
   • Technology for Knowledge Sharing
5. 5

   Learning from Experience: Lessons Learned

   • Learning Before, During and After
   • After-Action Reviews
   • Writing a Lesson Someone Can Use
   • Closing the Loop: From Lesson to Changed Practice
   • Sharing Lessons Across the Organisation
6. 6

   Keeping Knowledge and Making It Last

   • Knowledge Retention When People Leave
   • Building Knowledge into Roles and Processes
   • Roles, Strategy and Governance
   • Measuring Knowledge Management
   • Case: Starting Knowledge Management in a Team