Knowledge Management Strategies (Hardcover)

Part I ORGANIZATION

1 Knowledge Sources

Design Goals
Needs Assessments
Business Goals
Business Processes
Usage Characteristics
User Needs
Information Resources
Personal
Team
Corporate
External
Resource Improvement
Information Islands
Poor Reporting
Fractured Infrastructure
No Common Taxonomy
Development
Wrap Up
Taking Stock
Action Plan

2 Organizational Barriers

Focusing on Users
Making It Easy to Use
Handling the Big Changes
Addressing Personal Needs
Eliminating the Noise
Choosing a Pilot Group
Sponsors
Stakeholders
Prototyping the System
Demonstrating to End Users
Ongoing Collaboration
Reviews by Stakeholders
Wrap Up
Taking Stock
Action Plan

Part II PROCESS

3 Product Design

Service Development
Setting an Example
Providing Better Service
Standardizing Design
Product Development
Success Rates
Project Repositories
Project Reporting
Collaboration
Managed Costs
Wrap Up
Taking Stock
Action Plan

4 Customer Management

Sales Management
Lost Opportunities
Bringing It Together
Eating Dog Food
Information Loops
Replacing the Paper
Problems with Paper
Handheld Computers
Software Solutions
The Total Solution
Online Customer Support
Easy Access to Support
Public Discussion Groups
Knowledge Portal Features
Correspondence Management
Wrap Up
Taking Stock
Action Plan

5 Employee Management

Training
Skill Alignment
Benefits
Paperless Management
Payroll and Direct Deposit
Stock Purchase Programs
401(k) Administration
Staffing
Tracking Headcount
Managing Headcount
Performance Reviews
Out with the Old
In with the New
Expense Management
Wrap Up
Taking Stock
Action Plan

6 Business Planning

Decision Making
Better Decisions
Faster Reactions
Trend Analysis
Simplicity Makes It Real
Making Informed Decisions
Predicting the Future
Results in the Pudding
Demographics
Digging Up Information
Providing Systemic Access
Wrap Up
Taking Stock
Action Plan

Part III TECHNOLOGY

7 Digital Dashboard

Microsoft Office
Office Web Components
Outlook Team Folders
Microsoft BackOffice Server
Collaboration
Content Management
Business Intelligence
Tracking and Workflow
Dashboard Development
Developing the Prototype
Creating the Dashboard
Wrap Up
Taking Stock
Action Plan

8 Microsoft Exchange Web Storage System

Web Storage System
Standards Support
Rich HTML
Win32 Interfaces
Advanced Scripting
Streaming Store
Content Indexing
Administration
Scalability
Reliability
Security
Integration
Productivity Enhancements
Office 2000
Collaboration Objects
Development Tools
Unified Messaging
Wrap Up
Taking Stock
Action Plan

9 Wireless Solutions

Industry Standards
Protocols
Data Formats
Wireless Carriers
Microsoft Products
Client Devices
Data and Applications
Development Tools
Server Products
Windows CE
Mobile Explorer
Feature Phones
Smart Phones
Wrap Up
Taking Stock
Action Plan

10 Intelligent Interfaces

User Interfaces
Persona
TaskGallery
Speech Recognition
Text-to-Speech
Data Retrieval
Wrap Up
Taking Stock
Action Plan

Part IV APPENDIX

Technology Roadmap

Enabling Modules
Microsoft KM Platform
Basic Conditions for KM
Messaging and Collaboration
Technology Requirements
Microsoft
Scenarios and Recommendations
Complete Intranet
Technology Requirements
Microsoft Technologies
Scenarios and Recommendations
Communities, Teams, and Experts
Technology Requirements
Microsoft Technologies
Scenarios and Recommendations
Portals and Search
Technology Requirements
Microsoft Technologies
Scenarios and Recommendations
Content Management
Technology Requirements
Microsoft Technologies
Scenarios and Recommendations
Real-Time Collaboration
Technology Requirements
Microsoft Technologies
Business Challenges
Wrap Up

Glossary
Index