Many companies are discovering the real gold in knowledge management

Here's a link to an article on The Limits of Knowledge Management.

"In the last few years many companies have used the internet and other new information technology to link professionals across the globe to share documents or compare data. But many are discovering that the real value in knowledge management is in sharing ideas and insights that are not documented and hard to articulate. This undocumented, hard-to-articulate knowledge is what has been called tacit knowledge (Polanyi, 1958). A group of systems designers for a computer company tried to share their knowledge by storing their documentation for client systems in a common database. They soon discovered that they did not need each other’s documentation. They needed to understand the logic other system designers used — why that software, with that hardware and that type of service plan. They needed to understand the thinking of the other system designers. A petrophysicist trying to interpret unusual data from a deep sea oil well needed help from a colleague who had seen similar anomalies and could help him think through how to interpret it. Only in the course of the discussion were they able to understand the anomaly. A geologist faced with an array of new seismic tools needed to know which would be most useful in his particular application. A product development team at an auto company found through their internet that another development team had developed and rejected a design ideas similar to one they were considering. They needed to understand the reasons for the rejection and get feedback from the other team on the approach they were considering. A sales manager working with a particularly difficult client needed to know how sales managers for other product lines had dealt with that client. In all these cases people needed tacit knowledge; knowledge that was not documented, that their peers had never previously articulated, and that needed to be thought about to be shared (McDermott, 1999a)."

thanks to Commmunity Intelligence Labs and you can read the article here.