Wissensmanagement

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Wikis für den Kundensupport

Use Wikis for Customers Support

Phil Wainewright in zdnet.com on the use of a public wiki for on-demand applications to support IT operations such as help desk, change management and asset management:

“Our customers use the Wiki on a daily basis and rave about how it has supported their implementations. Simply put it helps them get the most value out of their investment. No doubt there are benefits to the company as well  as we do not have to the expense and overhead of recruiting, training and supporting a room full of ‘support engineers’.”

Next Generation E-Learning and Knowledge Management

American economist Dr. Eilif Trondsen (SRI Consulting Business Intelligence) presented an E-learning framework that combines knowledge management, simulation, gaming and e-learning in their various forms. He went on to say that the previously rather formal learning process will become more informal, and explained that the Extended Internet is the most suitable method of communication to allow informal and individual learning networks to develop.

Launch the video presentation with synchronized slides here [Recorded: June, 2005 in Dresden, Germany. Duration: 00:36:20].

Dr. Eilif Trondsen, Head of the Learning On Demand Programme by SRI Consulting Business Intelligence, a spin-off of the Stanford Research Institute. The SRIC-BI combines content-based research programmes with corporate consulting. Over the past 25 years, Dr. Eilif Trondsen has developed extensive know-how in this area by managing and collaborating on various national and international projects. He is specifically concerned with electronically based learning (e-learning) and electronic commerce (e-commerce). Dr. Eilif Trondsen holds talks on developing strategies for e-learning, future developments in global business environments, e-commerce trends and strategic management planning at international conferences.

Career Stages:

  • Studied Economics at Jose State University, doctoral studies at the University of California in Santa Barbara.
  • Dr. Eilif Trondsen has taught Economics at San Jose State University, Chabot College and Saint Mary’s College.
  • Before working for SRIC-BI he researched oil and gas leasing deals, particularly in the North Sea.
  • He has written numerous reports and studies, and is the founder and chairman of the Emergent Learning Forum.

For more information please see: http://www.sric-bi.com.

Web 2.0: A New Wave of Innovation for Teaching and Learning?

Bryan Alexander in EDUCAUSEreview with a discussion of Web 2.0 in the context of teaching and learning:

“Many people “including, or perhaps especially, supporters” critique the Web 2.0 moniker for definitional reasons. Few can agree on even the general outlines of Web 2.0. It is about no single new development. Moreover, the term is often applied to a heterogeneous mix of relatively familiar and also very emergent technologies. The former may appear as very much Web 1.0, and the latter may be seen as too evanescent to be relied on for serious informatics work. Indeed, one leading exponent of this movement deems continuous improvement to be a hallmark of such projects, which makes pinning down their identities even more difficult. Yet we can survey the ground traversed by Web 2.0 projects and discussions in order to reveal a diverse set of digital strategies with powerful implications for higher education. Ultimately, the label Web 2.0 is far less important than the concepts, projects, and practices included in its scope.”

The Promise of Knowledge Management

Dave Pollard on efficiency, effectiveness or value of information processes or content: “Most organizations, too, refused to abandon the top-down centralized information model that was already in place, merely institutionalizing it with firewalls, access restrictions, monster centrally-managed one-size-fits-all databases and websites and over-engineered, over-managed collaboration and community-of-practice tools. Democratizing corporate information entails the devolution of decision-making and other power to front-line workers, and executives are understandably nervous about this.

(…) Step by step, here is what KM practitioners would need to do to realize this possibility:

  • Revamp and upgrade the role of Information Professionals from content managers to personal productivity enablers.
  • Reintermediate Information Professions to filter and add more value to external content.
  • Develop simple, automated, Pub & Sub mechanisms to encourage and enable workers to ‘publish’ their knowledge and subscribe to that of others, inside and outside the organization.
  • Create new media to allow workers to obtain and share ‘know-how’, ‘know-who’ and ‘know-what’ information from colleagues both inside and outside the organization.
  • Provide tools and information resources that enable and enhance solution co-development with clients.”

Business Process Improvement Through E-Collaboration: Knowledge Sharing Through The Use Of Virtual Groups

by Ned F. Kock

Book Description

Business Process Improvement Through E-Collaboration: Knowledge Sharing Through the Use of Virtual Groups is written around two main theses. The first is that business process improvement, a key element of the most influential management movements since the 1980s, can itself be considerably improved by the use of information technology. The second is that process improvement affects organizational knowledge sharing in a non-linear way, and that the use of e-collaboration technologies can boost this influence by increasing the breadth and speed of knowledge dissemination in organizations.