Chapter 10
10.2i A ________ __________ that can recognize and act on patterns or trends that it detects in large sets of data.
computer system
10.1b When starting a ________ effort, just as with any other project, you must clearly define how that effort will support specific organizational goals and objectives, such as increasing revenue, reducing costs, improving customer service, or speeding up the time to bring a product to market. Doing so will help you sell the project to others and elicit their support and enthusiasm; it will also help you determine if the project is worthwhile before the organization commits resources to it. Although many people may intuitively believe that sharing knowledge and best practices is a worthy idea, there must be an underlying business reason to do so. The fundamental business case for implementing knowledge management must be clearly defined.
KM
10.1 Figure 10.1
Knowledge Management Processes
10.1 Explicit knowledge
Knowledge that is documented, stored, and codified—such as standard procedures, product formulas, customer contact lists, market research results, and patents.
10.2b Some of the specific characteristics of intelligent behavior include the ability to do the following:
Learn from experience and apply the knowledge acquired from experience. Learning from past situations and events is a key component of intelligent behavior and is a natural ability of humans, who learn by trial and error. Handle complex situations. Solve problems when important information is missing. Determine what is important. Developing programs and approaches to allow computer systems and machines to identify important information is not a simple task. React quickly and correctly to a new situation. Understand visual images. Process and manipulate symbols. Be creative and imaginative. Use heuristics.
10.2h ____________ ___________ __________ requires feedback on the results of actions or decisions.
Learning systems software
10.3a ____________ be used to help an organization achieve its goals through the production of compelling brochures, presentations, reports, and documents. Many companies use multimedia approaches to develop animations and video games to help advertise products and services.
Multimedia
10.1c _______ has many knowledge management applications, ranging from mapping knowledge flows and identifying knowledge gaps within organizations to helping establish collaborative networks. ONA provides a clear picture of how geographically dispersed employees and organizational units collaborate (or don't collaborate)
ONA
10.1c ___________ must be able to react to these changes quickly to remain competitive.
Organizations
10.2d knowledge acquisition facility
Part of the expert system that provides a convenient and efficient means of capturing and storing all the components of the knowledge base.
10.2d inference engine
Part of the expert system that seeks information and relationships from the knowledge base and provides answers, predictions, and suggestions similar to the way a human expert would.
10.2j intelligent agent
Programs and a knowledge base used to perform a specific task for a person, a process, or another program; also called an intelligent robot or bot.
10.1c Enterprise search software
Software that matches a user's query to many sources of information in an attempt to identify the most important content and the most reliable and relevant source.
10.1c business rule management system (BRMS)
Software used to define, execute, monitor, and maintain the decision logic that is used by the operational systems and processes that run the organization
10.1 Explicit and Tacit Knowledge
Table 10.1
10.1c Enterprise Search Solutions
Table 10.3
10.1 Examples include how to ride a bike, the decision-making process used by an experienced coach to make adjustments when her team is down at halftime of a big game, a physician's technique for diagnosing a rare illness and prescribing a course of treatment, and an engineer's approach to cutting costs for a project that is over budget.
Tacit knowledge
10.2b intelligent behavior
The ability to learn from experiences and apply knowledge acquired from those experiences; to handle complex situations; to solve problems when important information is missing; to determine what is important and to react quickly and correctly to a new situation; to understand visual images, process and manipulate symbols, and be creative and imaginative; and to use heuristics.
10.2 artificial intelligence (AI)
The ability to mimic or duplicate the functions of the human brain.
10.1c Enterprise search
The application of search technology to find information within an organization.
10.4c Informatics
The combination of information technology with traditional disciplines, such as medicine or science, while considering the impact on individuals, organizations, and society.
10.2f vision systems
The hardware and software that permit computers to capture, store, and manipulate visual images.
10.1 Tacit knowledge
The know-how that someone has developed as a result of personal experience; it involves intangible factors such as beliefs, perspective, and a value system.
10.2 Artificial intelligence systems
The people, procedures, hardware, software, data, and knowledge needed to develop computer systems and machines that can simulate human intelligence processes, including learning (the acquisition of information and rules for using the information), reasoning (using rules to reach conclusions), and self-correction (using the outcome from one scenario to improve its performance on future scenarios).
10.2d knowledge user
The person or group who uses and benefits from the expert system.
10.2d domain expert
The person or group with the expertise or knowledge the expert system is trying to capture (domain).
10.1 shadowing
This technique is often used in the medical field to help young interns learn from experienced physicians
10.2d An _______ _________ is made up of a collection of integrated and related components, including a knowledge base, an inference engine, an explanation facility, a knowledge base acquisition facility, and a user interface. A diagram of a typical expert system is shown in Figure 10.8.
expert system
10.1 An organization's knowledge assets often are classified as either _______ or ________(see Table 10.1).
explicit or tacit
10.3a ________ effects involve the integration of live-action footage and generated imagery to create settings that look completely lifelike, but would be dangerous or extremely expensive to capture on film. RenderMan is Pixar's technical specification for a standard communications interface between 3D computer graphics programs and rendering programs. (Rendering is the final step in the animation process and provides the final appearance to the animation with visual effects such as shading, texture mapping, shadows, reflections, and motion blurs.) RenderMan software is used widely to create outstanding graphics for feature films and broadcast television. Indeed, it was used on every Visual Effects Academy Award Winner for 15 straight years
Visual
10.1a Many organizations implement knowledge management projects to foster innovation by encouraging the free _______ of ideas among employees, contractors, suppliers, and other business partners. Such collaboration can lead to the discovery of a wealth of new opportunities, which, after evaluation and testing, may lead to an increase in revenue, a decrease in costs, or the creation of new products and services.
flow
10.1 The goal is to improve the creation, retention, sharing, and reuse of knowledge. As already discussed, a knowledge management system is an organized collection of people, procedures, software, databases, and devices that creates, captures, refines, stores, manages, and disseminates knowledge, as shown in Figure 10.1.
globalization
10.3c To see in a virtual world, the user often wears a __________-__________ ________ (HMD) with screens directed at each eye. The HMD also contains a position tracker to monitor the location of the user's head and the direction in which the user is looking. Employing this information, a computer generates images of the virtual world—a slightly different view for each eye—to match the direction in which the user is looking and displays these images on the HMD. In addition to Oculus VR (Oculus Rift) and Samsung (Gear VR), other big players in the emerging virtual reality interface industry include Google (Cardboard), HTC (Vive), Microsoft (Hololens), and Sony (PlayStation VR).
head-mounted display
10.1c Members of an ________ CoP typically meet with little advanced planning or formality to discuss problems of interest, share ideas, and provide advice and counsel to one another. Members of a more _________ meet on a regularly scheduled basis with a planned agenda and identified speakers.
informal formal
10.4c The field of _________ has great breadth and encompasses many individual specializations such as biomedical, health, nursing, medical, and pharmacy _____________. Those who study ____________ learn how to build new computing tools and applications. They gain an understanding of how people interact with information technology and how information technology shapes our relationships, our organizations, and our world.
informatics
10.1a Organizations must continuously _________ to evolve, grow, and prosper.
innovate
10.1b The _______ of a KM program is to identify, capture, and disseminate knowledge gems from a sea of information. Within the scope of the initial pilot project, an organization should identify and prioritize the tacit knowledge it wants to include in its KM system.
intent
10.1 A major goal of __________ __________ is to somehow capture and document the valuable work-related tacit knowledge of others and to turn it into explicit knowledge that can be shared with others. This is much easier said than done, however. Over time, experts develop their own processes for their areas of expertise. Their processes become second nature and are so internalized that they are sometimes unable to write down step-by-step instructions to document the processes.
knowledge management
10.3e uses of virtual reality
medicine education training business and commerce
10.2g After converting sounds into words, _________ ________-_________ __________ react to the words or commands by performing a variety of tasks.
natural language-processing systems
10.1a Employees facing ______ (to them) challenges can get help from coworkers in other parts of the organization whom they have never even met to avoid a costly and time-consuming "reinvention of the wheel." All of this enables employees to deliver valuable results more quickly, improve their productivity, and get products and new ideas to market faster.
new
10.2 A _______ was presented at the conference proposing a study of AI based on the conjecture that "every aspect of learning or any other feature of intelligence can in principle be so precisely described that a machine can be made to simulate it."
paper
10.1c We are living in a period of unprecedented change where the amount of available knowledge is expanding _________. As a result, there is an increasing need for knowledge to be quality filtered and distributed to people in a more specific task relevant and timely manner. Technology is needed to acquire, produce, store, distribute, integrate, and manage this knowledge. Organizations interested in piloting KM should be aware of the wide range of technologies that can support KM efforts. These include communities of practice, organizational network analysis, a variety of Web 2.0 technologies, business rules management systems, and enterprise search tools.
rapidly
10.1 Two processes are frequently used to capture tacit knowledge—__________ _________ and _______ solving
shadowing and joint problem
10.1c "_______ ____" is a term describing changes in technology and Web site design to enhance information sharing, collaboration, and functionality on the Web. Major corporations have integrated ____ ____ technologies such as blogs, forums, podcasts, RSS newsfeeds, and wikis to support knowledge management to improve collaboration, encourage knowledge sharing, and build a corporate memory. For example, many organizations are using Web 2.0 technologies such as podcasts and wikis to capture the knowledge of longtime employees, provide answers to cover frequently asked questions, and save time and effort in training new hires.
Web 2.0
10.4 In addition to artificial intelligence, expert systems, and virtual reality, other interesting specialized systems continue to be developed, including ...
assistive technology systems, game theory, and informatics.
10.1b Containing the scope of a project to impact only a _______ part of the organization and a few employees is definitely less risky than trying to take on a project very large in scope. With a small-scale project, you have more control over the outcome, and if the outcome is not successful, the organization will not be seriously impacted. Indeed, failure on a small scale can be considered a learning experience on which to build future KM efforts. In addition, obtaining the resources (people, dollars, etc.) for a series of small, successful projects is typically much easier than getting large amounts of resources for a major organization-wide project.
small
10.1c In analyzing _______ ________ communications from sources such as text, video, and chat as well as "likes" and "shares," many experts agree that the most significant data isn't the content itself, but rather the metadata that connects various pieces of content to form a complete picture
social media
10.1 Much of the _________ knowledge that people carry with them is extremely useful but cannot be shared with others easily. This means that new employees might spend weeks, months, or even years learning things on their own that more experienced coworkers might have been able to convey to them. In some cases, these nuggets of valuable knowledge are lost forever when experienced employees retire, and others never learn them.
tacit
10.1b Not all _____ knowledge is equally valuable, and priorities must be set in terms of what knowledge to go after.
tacit
10.1 Globalization,
the expansion of the services sector, and the emergence of new information technologies have caused many organizations to establish KM programs in their IT or human resource management departments.
10.1c The ____________ method of modifying the decision logic of information systems involves heavy interaction between business users and IT analysts working together over a period of weeks, or even months, to define new systems requirements and then to design, implement, and test the new decision logic. Unfortunately, this approach to handling system changes is often too slow, and in some cases, results in incorrect system changes.
traditional
10.3b The term "________ _________" was initially coined in 1989 by Jaron Lanier, founder of VPL Research.
virtual reality
10.2d The case-based solution process involves
(1) finding cases stored in the knowledge base that are similar to the problem or situation at hand, (2) reusing the case in an attempt to solve the problem at hand, (3) revising the proposed solution if necessary, and (4) retaining the new solution as part of a new case.
10.2e Robotics
A branch of engineering that involves the development and manufacture of mechanical or computer devices that can perform tasks requiring a high degree of precision or that are tedious or hazardous for humans.
10.2h learning systems
A combination of software and hardware that allows a computer to change how it functions or how it reacts to situations based on feedback it receives.
10.2i neural network
A computer system that can recognize and act on patterns or trends that it detects in large sets of data.
10.2d rule
A conditional statement that links conditions to actions or outcomes.
10.1c community of practice (CoP)
A group whose members share a common set of goals and interests and regularly engage in sharing and learning as they strive to meet those goals.
10.4b Game theory
A mathematical theory for developing strategies that maximize gains and minimize losses while adhering to a given set of rules and constraints.
10.2d knowledge engineer
A person who has training or experience in the design, development, implementation, and maintenance of an expert system.
10.1 Shadowing
A process used to capture tacit knowledge that involves a novice observing an expert executing her job to learn how she performs.
10.1 joint problem solving
A process used to capture tacit knowledge where the novice and the expert work side by side to solve a problem so that the expert's approach is slowly revealed to the observant novice.
10.1 Knowledge management (KM)
A range of practices concerned with increasing awareness, fostering learning, speeding collaboration and innovation, and exchanging insights.
10.2d IF-THEN statements
A rule that suggests certain conclusions
10.2d expert system
A system that consists of hardware and software that stores knowledge and makes inferences, enabling a novice to perform at the level of an expert.
103.b virtual reality system
A system that enables one or more users to move and react in a computer-simulated environment.
10.1c Organizational network analysis (ONA)
A technique used for documenting and measuring flows of information among individuals, workgroups, organizations, computers, Web sites, and other information sources.
10.2 _____ is a complex and interdisciplinary field that involves several specialties, including biology, computer science, linguistics, mathematics, neuroscience, philosophy, and psychology.
AI
10.2 ______ systems causes one to ponder philosophical issues such as the nature of the human mind and the ethics of creating objects gifted with human-like intelligence. Today, artificial intelligence systems are used in many industries and applications. Researchers, scientists, and experts on how human beings think are often involved in developing these systems.
AI
10.2j genetic algorithms
An approach to solving problems based on the theory of evolution; uses the concept of survival of the fittest as a problem-solving strategy.
10.2g Natural language processing
An aspect of artificial intelligence that involves technology that allows computers to understand, analyze, manipulate, and/or generate "natural" languages, such as English.
10.4a Assistive technology systems
An assistive, adaptive, or rehabilitative device designed to help people with disabilities perform tasks that they were formerly unable to accomplish or had great difficulty accomplishing.
10.1c Electronic discovery (e-discovery)
Any process in which electronic data is sought, located, secured, and searched with the intent of using it as evidence in a civil or criminal legal case.
10.3a ________ includes music, human voices, recorded sounds, and a variety of computer-generated sounds, can be stored in a variety of file formats, including AAC (Advanced Audio Coding), AIFF (Audio Interchange File Format), ALAC (Apple Lossless Audio Codec), FLAC (Free Lossless Audio Codec), MIDI (Musical Instrument Digital Interface), MP3 (Motion Picture Experts Group Audio Layer 3), and WAV (wave format)
Audio
10.3d ________ ________, a newer form of virtual reality, has the ability to superimpose digital data over real photos or images. Augmented reality is being used in a variety of settings.
Augmented reality
10.1c _______ components include a business rule engine that determines which rules need to be executed and in what order. Other ______ components include an enterprise rules repository for storing all rules, software to manage the various versions of rules as they are modified, and additional software for reporting and multiplatform deployment. Thus, a _______ can become a repository of important knowledge and decision-making processes that includes the learnings and experiences of experts in the field. The creation and maintenance of a _____ can become an important part of an organization's knowledge management program. _______ is increasingly used to manage the changes in decision logic in applications that support credit applications, underwriting, complex order processing, and difficult scheduling. The use of ______ leads to faster and more accurate implementation of necessary changes to organizations' policies
BRMS
10.4c ___________ has been used to help map the human genome and conduct research on biological organisms. Using sophisticated databases and artificial intelligence, bioinformatics helps unlock the secrets of the human genome, with the objective of preventing diseases and saving lives. Many universities have courses on bioinformatics and offer bioinformatics certification.
Bioinformatics
10.4c _____________ _________ develops, studies, and applies theories, methods, and processes for the generation, storage, retrieval, use, and sharing of biomedical data, information, and knowledge.
Biomedical informatics (or bioinformatics)
10.3c The ____________, as the room is called, provides the illusion of immersion by projecting stereo images on the walls and floor of a room-sized cube (www.evl.uic.edu). Several people wearing lightweight stereo glasses can enter and walk freely inside the CAVE. A head-tracking system continuously adjusts the stereo projection to the current position of the leading viewer. The most recent version of the CAVE is called CAVE2 and features realistic high-resolution graphics that respond to user interactions. See Figure 10.14.
CAVE (Cave Automatic Virtual Environment)
10.1c _______ is occurring all the time and at a faster and faster pace—changes in economic conditions, new government and industry rules and regulations, new competitors, product improvements, new pricing and promotion strategies, and on and on.
Change
10.2d explanation facility
Component of an expert system that allows a user or decision maker to understand how the expert system arrived at certain conclusions or results.
10.2a __________ were originally designed to perform simple mathematical operations, using fixed programmed rules and eventually operating at millions of computations per second. When it comes to performing mathematical operations quickly and accurately, computers beat humans' hands down. However, computers still have trouble recognizing patterns, adapting to new situations, and drawing conclusions when not provided complete information—all activities that humans can perform quite well. Artificial intelligence systems tackle these sorts of problems
Computers
10.3a Multimedia
Content that uses more than one form of communication—such as text, graphics, video, animation, audio, and other media.
10.1c Metadata
Data that describes other data.
10.1c ________ ________, also called business rules, includes policies, requirements, and conditional statements that govern how the systems work.
Decision logic,
10.3c The __________ _________ ________ at the University of Illinois at Chicago introduced a room constructed of large screens on three walls and a floor on which the graphics are projected.
Electronic Visualization Laboratory (EVL)
10.1c ________ _______ __________ can also be used to support Web site visitor searches. It is critical that such software returns meaningful results to ensure that visitors get search results that meet their needs, thus increasing the rate at which Web site visitors convert to paying customers and are encouraged to spend more time at your site.
Enterprise search software
10.1c __________ __________ __________ indexes documents from a variety of sources—such as corporate databases, departmental files, email, corporate wikis, and document repositories. When a search is executed, the software uses the index to present a list of relevance-ranked documents from these various sources. The software must be capable of implementing access controls so users are restricted to viewing only documents to which they have been granted access. Enterprise search software may also allow employees to move selected information to a new storage repository and apply controls to ensure that the files cannot be changed or deleted. Table 10.3 lists a number of enterprise search products
Enterprise search software
10.1b Steps in Selling and Implementing a Knowledge Management Project
Figure 10.2
10.1c Organizational Network Analysis
Figure 10.3
10.2d Components of an Expert System
Figure 10.8
10.2d Relationships between Data, Information, and Knowledge
Figure 10.9
10.4c ____________ represents the intersection of people, information, and technology. Figure 10.16
Informatics
10.1b Establishing a successful ______ program is challenging, but most of the challenges involved have nothing to do with the technologies or vendors employed. Instead they are challenges associated with human nature and the manner in which people are accustomed to working together. A set of best practices for selling and implementing a KM project are summarized in Figure 10.2 and are discussed in the following sections.
KM
