© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 1 CPE/CSC 580: Knowledge Management Dr. Franz J. Kurfess Computer Science Department Cal Poly
Dec 19, 2015
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 1
CPE/CSC 580: Knowledge Management
CPE/CSC 580: Knowledge Management
Dr. Franz J. Kurfess
Computer Science Department
Cal Poly
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 2
Course OverviewCourse Overview Introduction Knowledge Processing
Knowledge Acquisition, Representation and Manipulation
Knowledge Organization Classification, Categorization Ontologies, Taxonomies, Thesauri
Knowledge Retrieval Information Retrieval Knowledge Navigation
Knowledge Presentation Knowledge Visualization
Knowledge Exchange Knowledge Capture, Transfer,
and Distribution Usage of Knowledge
Access Patterns, User Feedback
Knowledge Management Techniques Topic Maps, Agents
Knowledge Management Tools
Knowledge Management in Organizations
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 3
Overview Knowledge Management Techniques
Overview Knowledge Management Techniques
Motivation Objectives Evaluation Criteria Chapter Introduction
Review of relevant concepts Overview new topics Terminology
Topic 1 Subtopic 1.1 Subtopic 1.2
Topic 2 Subtopic 2.1 Subtopic 2.2
Topic 3 Subtopic 3.1 Subtopic 3.2
Important Concepts and Terms
Chapter Summary
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 4
LogisticsLogistics Introductions Course Materials
textbook handouts Web page CourseInfo/Blackboard System and Alternatives
Term Project Lab and Homework Assignments Exams Grading
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 5
Knowledge RepositoriesKnowledge Repositories
[KPMG 1998]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 12
Corporate Memory (CM)Corporate Memory (CM)
definition attemptspurposeconceptsimplementation
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 13
Definition Attempts Corporate Memory
Definition Attempts Corporate Memory
explicit, disembodied, persistent representation of knowledge and information in an organization [Van Heijst, van der Spek and Kruizinga 1996] may include knowledge on products, production
processes, clients, marketing strategies, plans, strategic goals, etc.
the collective data and knowledge resources of a company [Nagendra Prasad and Plaza 1996] may include project experiences, problem-solving
expertise, design rationale, etc.
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 14
Purpose Corporate MemoryPurpose Corporate Memory
capitalization of knowledgeintegration of resources and know-howcooperation through effective communication and
active documentation
“the right knowledge to the right person at the right time and at the right level”
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 15
Links in the Knowledge ChainLinks in the Knowledge Chain
list existing knowledgedetermine required knowledgedevelop new knowledgeallocate new and existing knowledgeapply knowledgemaintain knowledgedispose of knowledge
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 16
Corporate Memory ManagementCorporate Memory Management
detection of needsconstruction of the corporate memorydiffusion of the corporate memoryuse of the corporate memoryevaluationmaintenance and evolution
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 17
Corporate Memory Management Overview
Corporate Memory Management Overview
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 18
Multidisciplinary Perspective on CMMultidisciplinary Perspective on CM
technological (computer science, information technology) concentrate on technical and implementation aspects may neglect requirements and constraints of systems in
practical use
organizational (CKO) emphasize the role of CM in an organization may overlook technological problems, or underestimate
efforts needed for implementation
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 19
Corporate Memory TechniquesCorporate Memory Techniques
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 20
Corporate Memory ExampleCorporate Memory Example
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 21
Motivations for Establishing a CMMotivations for Establishing a CM avoid knowledge loss
departure, retirement, change of roles of employees
exploit past experience cumulative technical know-how successful and failed projects
utilize collective knowledge for strategic purposes detection of new opportunities reaction to changes
improve knowledge exchange and communication establish venues for sharing information
improve learning integrate knowledge from different areas
cross-disciplinary knowledge exchange
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 22
Knowledge in OrganizationsKnowledge in Organizationsexplicit knowledge
specific know-how to design, build, sell and support products and services
tacit knowledge individual and collective skills enabling the organization to act,
adapt, and evolve
tangible knowledge components data, procedures, plans, models, algorithms, documents of
analysis and synthesis
intangible knowledge components abilities, professional skills, private knowledge, organizational
culture, history of the organization, contexts of decisions, etc.
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 23
Types of Corporate MemoriesTypes of Corporate Memories
technical memory know-how of the employees about technical aspects
organizational memory knowledge about the internal structure of an organization
project memories lessons and experiences from past projects
individual memories status, know-how, activities, relationships of individual
employees
internal vs. external memory indicates the source of relevant knowledge and information
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 24
CM NeedsCM Needs
organization is also a knowledge production unit not necessarily as primary purpose
depends on size, type, and organizational scheme of the organization e.g. distributed network of consultants
needs of individual users vs. organizational needs detecting the “right” needs can be difficult target users, domains, tasks, situations, knowledge
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 25
Determination of CM NeedsDetermination of CM Needs
stakeholder-centered influenced by the members of the community of people
affected by or invested in the system
requirements analysis early involvement of stakeholders is critical and feasible
most stakeholders are internal to the organization, and many are motivated
most solutions are adaptations or evolutions of previous systems CSCW, KBMS, MIS, ...
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 26
CM ConstructionCM Construction
sourcesnon-computational CMdocument-based CMknowledge-based CMcase-based CMdistributed CMproject-centered CMcombinations of several techniques
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 27
SourcesSources
human sources domain experts, experienced specialists, people with
organizational memories
physical documents printed documents, notes, design artifacts, products, tools,
etc.
digital documents reports, technical documentation, design artifacts, email,
case libraries, dictionaries, sketches, etc.
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 28
Non-computational CMNon-computational CM
establishment of paper-based knowledge repository existing documents generation of new documents
synthesis of knowledge not explicit in reports, technical documentation, etc.
improve strategies and structural aspects of the organization
systematic generation of knowledge in an organization
may be the predecessor to a digital CM
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 29
Document-based CMDocument-based CM
comprises all existing documents in an organization may be in paper-based or digital form
organizes the collection in a systematic way indexing interface to manage documents
preparation, storage, retrieval, processing, evaluation, distribution
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 30
Knowledge-based CMKnowledge-based CM
based on the elicitation and explicit modeling of knowledge from experts
may use a formal knowledge representation framework this is often quite expensive
serves as an assistant to human “knowledge workers”
different from traditional expert systems their goal is the automation of a particular task
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 31
Case-based CMCase-based CM
utilizes case-based reasoningpast experiences are collected in a (semi-)formal
representation mechanism allows the comparison of “cases” the assumption is that new problems can often be solved
by looking up solutions to previous problems
helps with the concentration of expertise around specific cases
continuous evolution of the CM through the continuous addition of new cases
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 32
Distributed CMDistributed CM
emphasis on collaboration and knowledge-sharing across traditional boundaries geographically distributed persons/groups structurally separated entities
common tasks, domains
essential for virtual organizations teams or people collaborate on-line
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 33
Project-centered CMProject-centered CMcaptures the relevant knowledge accumulated while
working on a project discussions, arguments, decisions, compromises, etc.
important aspects represent and reconcile perspectives of different stakeholders changes of priorities in the project communication of decision rationales recovery of insights and solutions from past scenarios
“re-inventing the wheel”
example issue-based information system (IBIS) [Rittel 1972]
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 34
Combinations of Several TechniquesCombinations of Several Techniques
informal and formal knowledge representation methods
combination of paper-based and digital documentssemi-automatic extraction of knowledgecollaborative construction of “community knowledge”integration of existing components
libraries, data bases, case bases, document collections, multi-media collections, etc.
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 35
Diffusion and Use of CMDiffusion and Use of CM
diffusion modes knowledge attic
archive that can be consulted when needed collection and diffusion are passive
knowledge sponge active collection, passive diffusion
knowledge publisher relevant elements are distributed to users passive collection, active distribution
knowledge pump specific roles or methods for collection of relevant knowledge active collection and active diffusion
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 36
Diffusion via Intranet/InternetDiffusion via Intranet/Internet
frequently centered around Web servershas some conceptual and technical limitations, but
substantial benefits confidentiality, security, reliability, distraction, etc.
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 37
Knowledge and Information Retrieval
Knowledge and Information Retrieval
traditional index-based techniques are integrated in most approaches to CM
enhancements through advanced techniques ontologies collaborative filtering intelligent agents
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 38
EvaluationEvaluation
financial perspective improve the bottom-line of the organization may be difficult to measure
organizational perspective work environment employee satisfaction
technical perspective transfer of know-how
some effects may not be direct consequences of the CM, but side-effects of its introduction or use
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 39
Maintenance and EvolutionMaintenance and Evolution
should be based on the evaluation of the current situation
addition of new knowledgeremoval or modification of obsolete knowledgecoherence problemsscalabilityuser acceptance
should become a continuous activity
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 40
Examples of CM MethodsExamples of CM Methods
CYGMAREXMKSMKAMM
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 41
CYGMACYGMA
Cycle de Vie et Gestion des Métiers et des Applications, KADE-TEX
construction of a professional memory in manufacturingrelies on six categories of industrial knowledge
singular knowledge terminological knowledge (dictionary) structural knowledge (ontology, factual knowledge base) behavioral knowledge strategic knowledge operational knowledge
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 42
REXREX
needs analysis and identificationconstruction of elementary pieces of experiencesconstruction of a computer-based representationimplementation through a software system
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 43
MKSMMKSM
Method for Knowledge System Managementsystemic-based decision support methodviews knowledge assets as a complex systemmodels this complex system through different
perspectives syntactical, semantic, pragmatic
different components information (data processing) signification (task modelling) context (activity modelling)
[Dieng et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 44
KAMMKAMM
[Knowledge Associates 2000]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 45
KAMM ArchitectureKAMM Architecture
[Knowledge Associates 2000]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 46
Knowledge Technology FrameworkKnowledge Technology Framework
identifies key KM activities and related knowledge[oriented techniques and tools
personalizationcodificationdiscoverycreation/innovationcapture/monitor
[Milton et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 47
Knowledge TechnologyKnowledge Technology
(Key: P"Person, K1"Knowledge 1echnology, I1"Information 1echnology)
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 48
PersonalizationPersonalization
sharing knowledge through person-to-person contacts
tools for more effective communication email, message boards, chatrooms, personal ontologies
[Milton et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 49
CodificationCodification
capturing existing knowledge and placing it in repositories
tools and techniques for knowledge representation generic models
rules, frames, case-based reasoning, ...
specialized techniques task- or domain-specific
[Milton et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 50
DiscoveryDiscovery
searching and retrieving knowledge from repositories and data bases
tools and techniques from information retrieval, knowledge-based systems, natural language processing search engines, ontologies
[Milton et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 51
Creation/innovationCreation/innovation
generation of new knowledgetools and techniques from cognitive science,
psychology brainstorming support, creativity assistance
mainly a human endeavor
[Milton et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 52
Capture/MonitorCapture/Monitor
capturing knowledge as people work on their normal task
tools and techniques from Human-Computer Interaction, AI audit trails, case collections
[Milton et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 53
KM FrameworkKM Framework
[Macintosh et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 54
KM ProcessesKM Processes
[Macintosh et al. 1999]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 55
PROMOTE ArchitecturePROMOTE Architecture
[Karagiannis & Telesko, 2000]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 56
PROMOTE FrameworkPROMOTE Framework
[Karagiannis & Telesko, 2000]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 58
Organizational Memory ContextOrganizational Memory Context
[Abecker et al. 1998b]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 59
Context-Sensitive
Knowledge Supply
Context-Sensitive
Knowledge Supply
[Abecker et al. 1998b]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 60
Integration of OntologiesIntegration of Ontologies
[Abecker et al. 1998b]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 61
Knowledge Task SupportKnowledge Task Support
[Abecker et al. 1998b]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 62
Related Research AreasRelated Research Areas
[Abecker et al. 1998b]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 69
The KnowMore System ArchitectureThe KnowMore System Architecture
[Abecker et al. 1998b]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 72
The Know-Net Intranet- and Agent-Based System Architecture
The Know-Net Intranet- and Agent-Based System Architecture
[Abecker et al. 1998b]
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 82
Important Concepts and TermsImportant Concepts and Terms natural language processing neural network predicate logic propositional logic rational agent rationality Turing test
agent automated reasoning belief network cognitive science computer science hidden Markov model intelligence knowledge representation linguistics Lisp logic machine learning microworlds
© 2001-2005 Franz J. Kurfess Knowledge Management Techniques 83
Summary KM TechniquesSummary KM Techniques