Knowledge Management

Applies new methods from the private sector to the unique objectives of the public sector. You will get an overview of knowledge management, and learn how the fundamentals apply to the public sector.

Preface

ix

Acknowledgments

xi

Part I: A Framework for Knowledge Management

1

(96)

What Is Knowledge Management?

3

(22)

Ramon C. Barquin

The Rise of the Knowledge Organization

25

(24)

David Bennet

Alex Bennet

Creating Business Value from Knowledge Management: The Fusion of Knowledge and Technology

49

(48)

Tom Beckman

Part II: Setting the Stage for Electronic Government

97

(186)

Setting the Stage for Electronic Government

101

(26)

Joseph Leo

Michael Alexander

Stuart Kieffer

Organizational Readiness for Knowledge Management

127

(28)

Moonja P. Kim

Information Technology and Knowledge Management: The Medium and the Message

155

(24)

Shereen G. Remez

Jon M. Desenberg

HR Knowledge Crafting: The FAA NetFusion Model

179

(28)

Robert G. Turner

KM and E-Gov: Can We Have One without the Other?

207

(18)

Shereen G. Remez

Knowledge Management and Document Management in the Public Sector

225

(38)

Elias Safdie

A Systems Approach to Engineering a Knowledge Management System

263

(20)

Michael Stankosky

Carolyn Baldanza

Part III: Leading Knowledge Management

283

(168)

Who Will Lead the Knowledge Revolution? An Examination of the Differing Roles of CIO and CKO

285

(16)

Shereen G. Remez

Leadership and Knowledge Management---Perspectives

301

(16)

Joseph Williamson

Knowledge Management and the Role of the CKO

317

(18)

Robert E. Neilson

Managing Change in a Knowledge Environment

335

(26)

Alex Bennet

Knowledge Management: The Business Proposition for Government Organizations

361

(32)

Kelvin K. Womack

Creating Knowledge-Based Communities of Practice: Lessons Learned from KM Initiatives at AMS

393

(22)

Cathy Hirsh

Mark Youman

Susan Hanley

Harnessing Customer Knowledge: Merging Customer Relationship Management with Knowledge Management

415

(36)

Timothy L. Cannon

Part IV: Case Studies in Knowledge Management

451

(52)

The GSA Story: Swimming with the Dolphins

453

(16)

Shereen G. Remez

Knowledge Sharing at the World Bank

469

(34)

Stephen Denning

Conclusion

503

(4)

Glossary

507

(26)

Editors and Contributing Authors

533

(8)

Index

541

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Summary

Table of Contents

Supplemental Materials