Table of Contents

Foreword: The Generations of Knowledge Management.

Preface.

Acknowledgments.

Chapter 1 The Human Touch.

Why This Book?

Terminology and Definitions.

Taking a Holistic View.

Getting into the Flow.

Case Study: ToolPool.

Chapter 2 Getting Started.

Project versus Initiative.

Team Structures.

Strategy and Assessment.

Big Bang or Small.

Chapter 3 Roles.

Who Should Introduce and Drive Knowledge Flow Management?

Who Should Worry about Knowledge Flow Management?

Knowledge Intermediaries.

Chapter 4 Basic Requirements for Successful Knowledge Flow Management.

Passionate Initiative Support.

Culture.

Trust.

Executive Support.

Multiple Drivers.

Chapter 5 Driving for Success.

Internal Marketing: The Myth of Build It and They Will Come.

The Pulse.

Keep It Simple.

Go Global: The Power of Scaling.

Motivation.

What If Your Knowledge Takes a Walk?

Chapter 6 Barriers.

Barriers Hindering the Flow.

Knowledge Is Power: How Long?

Sharing Knowledge Takes Effort.

I Need Two More Weeks.

Less Can Be More.

Legal Limitations.

Chapter 7 The Technology Trap.

Asset or Pointer.

Tools: Not Only Technology.

CoPs.

Skills Management.

“Knowledge Bases”.

Portals.

Open Space Technology.

Search.

Stories.

Knowledge Transfer Sessions.

Chapter 8 Measure and Analyze.

Measure to Get What You Want.

Measuring Quality.

Analyze Your Initiative.

Feed It Back.

Chapter 9 Knowledge Flow Management: The Next Generation.

The Role of Web 2.0++.

Social Media Internally.

What about 2020?

Special Roles and Jobs.

Stone Age: Creativity Leap through Communities.

Technical Infrastructures.

Chapter 10 Final Thoughts.

Appendix A: Key Success Factors.

Appendix B: Additional Resources.

About the Author.

Index.

About the Author

Frank Leistner, Chief Knowledge Officer at SAS Institute, is responsible for driving internal knowledge management within SAS via worldwide initiatives. Before coming to SAS, he worked for Siemens-Nixdorf in a United States–Germany liaison role. He has been driving worldwide knowledge management initiatives within SAS since 1997 and has been a participant of the Harvard Graduate School of Education Learning Innovations Laboratory roundtable since 2003.