Whats the most important feature of a knowledge-management system?
Any technology solution will fail if it doesn’t recognize the importance of human connections. Here at Texaco, our strategy is to connect people and help them leverage their know-how. Knowledge is contextual, so technology that simply enables people to “write down what they know” doesn’t work very well. And you can’t force people to share knowledge. David Snowden, with the Institute for Knowledge Management, uses three principles to test if technology will work to help spread knowledge: One, knowledge can only be volunteered; it can’t be conscripted. Two, people always know more than they can tell and can tell more than they can write. And three, people only know what they know when they need to know it. Do people who know each other tend to use knowledge-management tools more? When you can see somebody’s face and body language, it builds trust. Having personal relationships aided by technology feels right to most people. That said, it’s not impossible to create trust online between pe
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