If Only We Knew What We Know by C. Jackson Grayson Carla O'Dell

Author:C. Jackson Grayson, Carla O'Dell
Language: eng
Format: epub
Published: 2018-09-25T16:00:00+00:00

The self-directed approach to designing a knowledge infrastructure essentially says, “Here it is, now go use the technology to help you find what you want.”

The self-directed approach is often augmented with “pointer systems” which can be anything from knowledge maps to corporate yellow pages. These systems don’t contain the information or description of the best practice; rather they direct the user to someone who might know more about a particular topic.

The database is the key component. Companies that rely on this approach employ databases, repositories, autonomous agents, and search methodologies to allow employees easy access to the knowledge they require. Some electronic repository or knowledge base is the building block for all three design approaches, but in this case it’s the cornerstone.

The knowledge base’s main function is to capture data and information. It collects information from newspapers, journals, analysts’ reports, other databases, field reports, the Internet, presentations, and the like, and stores them either as full text or abstracts. Think of these databases as electronic libraries and card catalogs. You can go there to look things up.

Texas Instruments calls this component of its KnowledgeBase the “Document Database.” Sequent Computer employs two librarians to constantly record and access knowledge. Some companies even capture best practices tales in these knowledge bases. Both TI and Chevron have a best practices database where description of practices and results are electronically stored for later browsing.

Whatever their “name,” these databases alone typically do little to transform the information into knowledge beyond some low-level purging and pruning; there is often no attempt to integrate the information into “valued oriented” packages tailored for use by the organization, or, as some firms call it, “making sense” out of information. That’s up to each and every user to figure out.

Essentially, these databases passively disseminate; users “pull down” information they need, when they need it. Some databases provide value-added or somewhat-intelligent software (e.g., grape VINE, Hoovers, or Excalibur) that serve as “autonomous agents.” Agents kick out information to the user in accordance with a preset “interest profile” provided by the user.

Locator systems are the second main feature of this design approach. These are often called pointers or maps and tell users where to find particular information. Paraphrasing Samuel Johnson, the writer and philosopher, “The next best thing to knowing something is knowing where to find it.” These maps range from simple directories supplying names, phone numbers, faxes, and e-mail addresses to search engines with taxonomic or full text research.

Most maps are electronic, but some companies, like Chevron, actually started with a paper version that folds just like a highway map. Chevron’s map includes names, location, phone numbers, and other pertinent information for people in Chevron worldwide who are working in specified knowledge arenas. Hughes Space calls their locator the ”Knowledge Highway.” AT&T relies on an on-line directory of expertise. Coopers & Lybrand employees can call 1-800-KNOW-HOW to access a help desk with a human researcher who uses a database to locate expertise.

The self-directed approach is certainly useful. It helps users find information directly or to find a person who has the information they require.

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