Table Of ContentComputer Supported Cooperative Work
Springer-Verlag London Ltd.
Alsointhisseries
Peter LloydandRogerWhitehead(Eds)
TransformingOrganisationsThroughGroupware:LotusNotesinAction
3-540-19961-6
Gerold Riempp
WideAreaWorkflowManagement:CreatingPartnershipsfor the
21stCentury
3-540-76243-4
RezaHazemi, StephenHailes and SteveWilbur(Eds)
The Digital University:Reinventingthe Academy
1-85233-003-1
CeliaT.Romm and FaySudweeks(Eds)
Doing Business Electronically:AGlobalPerspectiveofElectronicCommerce
3-540-76159-4
FaySudweeks and CeliaT.Romm (Eds)
Doing Business on the Internet:Opportunitiesand Pitfalls
1-85233-030-9
AlanJ.Munro, KristinaHook andDavid Benyon(Eds)
SocialNavigationofInformationSpace
1-85233-090-2
Mary LouMaher,Simeon J.SimoffandAnnaCicognani
UnderstandingVirtualDesign Studios
1-85233-154-2
Elayne Coakes,DianneWillisandRaymondLloyd-Jones(Eds)
The NewSocioTech:Graffition the LongWall
1-85233-040-6
ElizabethF.Churchill,DavidN.Snowdonand AlanJ.Munro (Eds)
CollaborativeVirtualEnvironments:Digital PlacesandSpacesforInteraction
1-85233-244-1
ChristineSteeples andChris Jones (Eds)
NetworkedLearning:Perspectives and Issues
1-85233-471-1
BarryBrown,NicolaGreen andRichardHarper(Eds)
WirelessWorld:Socialand InteractionalAspects ofthe MobileAge
1-85233-477-0
RezaHazemi and StephenHailes (Eds)
The Digital University- Building aLearningCommunity
1-85233-478-9
Ralph Schroeder(Ed.)
The SocialLifeofAvatars:Presenceand InteractioninSharedVirtual
Environments
1-85233-461-4
Alistofoutofprinttitlesisavailableattheendofthebook
Elayne Coakes, Dianne Willis and
Steve Clarke (Eds)
Knowledge Management
in the
SocioTechnical World
The Graffiti Continues
With 46Figures
'SPringer
Elayne Coakes, BA, MSc, MIDP, AMBCS
Westminster Business School, University of Westminister,
35 Marylebone Road, London NWI 5LS, UK
Dianne Willis, BA, MA, AMBCS
School of Information Management, Leeds Metropolitan University,
Beckett Park Campus, Leeds LS6 3QS, UK
Steve Clarke, BSc, MBA, PhD
Department of Finance, Systems and Operations, University of Luton,
Park Square, Luton LUI 3IU, UK
Series Editors
Dan Diaper, PhD, MBCS
Head, Department of Computing, School of Design, Engineering and Computing,
Bournemouth University, Talbot Campus, Fern Barrow, Poole, Dorset BH12 SBB, UK
Colston Sanger
Shottersley Research Limited, Little Shottersley, Farnham Lane,
Haslemere, Surrey GU27 lHA, UK
British Library Cataloguing in Publication Data
A catalogue record for this book is available from the British Library
Library of Congress cataloging-in-Publication Data
Knowledge management in the sociotechnical world: the grafitti continues/Elayne Coakes,
Dianne Willis, and Steve Clarke (eds.)
p. cm. - (Computer supported cooperative work)
Includes bibliographical references and index.
ISBN 978-1-85233-441-3 ISBN 978-1-4471-0187-1 (eBook)
DOI 10.1007/978-1-4471-0187-1
l. Knowledge management. 1. Coakes, Elayne, 1950-II. Willis, Dianne, 1952-
III. Clarke Steve, 1950-IV. Series
HD30.2.K63742001
658.4'038-dc21 200145965
Apart from any fair dealing for the purposes of research or private study,or criticism or review,
as permitted under the Copyright, Designs and Patents Act 1988, this publication may oniy be
reproduced, stored or transmitted, in any form or by any means, with the prior permission in
writing of the publishers, or in the case of reprographic reproduction in accordance with the
terms oflicences issued by the Copyright Licensing Agency. Enquiries concerning reproduction
outside those terms shou1d be sent to the publishers.
ISBN 978-1-85233-441-3
http://www.springer.co.uk
© Springer-Verlag London 2002
Originally published by Springer-Ve rlag London Limited in 2002
The use of registered names, trademarks etc. in this publication does not imply, even in the
absence of a specific statement, that such names are exempt from the relevant laws and regula
tions and therefore free for general use.
The publisher makes no representation, express or implied, with regard to the accuracy of the
information contained in this book and cannot accept any legal responsibility or liability for any
errors or omissions that may be made.
Typesetting: Gray Publishing, Thnbridge Wells
ar
Printed and bound at the Atherueum Press Ud., Gateshead, Tyne Wear
34/3830-543210 Printed on acid-free paper SPIN 10792887
Contents
ListofContributors .•...••••••••.••...•••.••..•. •.•.••.•..•.••..•vii
1 Introduction
ElayneCoakes, DianneWillis andSteveClarke 1
2 KnowledgeManagement:ASociotechnicalPerspective
ElayneCoakes 4
Part1 Know-Why 15
3 The KnowledgeManagementSpectrum:TheHumanFactor
DerekBinney 17
4 OrganisationalAbility: ConstituentsandCongruencies
Gbran GoldkuhlandEwaBra! 30
5 ManagingKnowledgeinaKnowledgeBusiness
VickiScholtz 43
6 Knowledge Dynamicsin Organisations
Yougjin Yoo andChristian Ifvarsson 52
Part2 Know-What 65
7 PersonalityTypeandthe DevelopmentofKnowledgeEvolution
NigelPhillipsandKeithPatrick 67
8 The ImportanceofIndividualKnowledgein Developingthe
Knowledge-CentricOrganisation
Jonathan D.Pemberton andGeorgeH. Stonehouse 77
Part3 Know-Who 91
9 ManagingCustomerKnowledge:ASocialConstructionPerspective
JimmyC.M. HuangandShanL.Pan 93
10 FacilitatingLearningandKnowledgeCreationin Communityof
Practice: ACaseStudyinaCorporateLearningEnvironment
IessiQingYi •..•.•.•.•............ .• ......• ...•.•....•.• .• .105
v
vi Contents
11 InformationTechnology andKnowledgeAcquisitionin
ManufacturingCompanies:AScandinavianPerspective
FredrikEricsson andAndersAvdic 121
Part4 Know-How 137
12 Methodsfor KnowledgeManagementStrategyFormulation:
ACaseStudy
ChristineCuthbertson andJohn Farrington 139
13 Knowledge CreationandManagement:TheCaseofFortum
EngineeringLtd
AbdulSamadKazi,[ariPuttonen,MikaSulkusalmi, PekkaValikangas
andMattiHannus 153
14 Knowledge RequirementSystem (KRS):AnApproachtoImproving
andUnderstandingRequirements
l¥.AI-Karaghouli, G.FitzgeraldandS.Alshawi 170
15 ManagingTacitKnowledgein Knowledge-IntensiveFirms: IsThere
aRoleforTechnology?
Elayne Coakes, GillSugden,SteveRussell,Jason-Phillip Camilleriand
AntonBradburn 185
16 Conclusion
Elayne Coakes, Dianne Willis andSteve Clarke 198
References •••••.••••••..•.•••••...••••.•..•.•••.•.••••••••.•.•••207
Index ..•••••••••.•...•••.•••.••••••••.••••••••.•.••••••.•••••••219
ListofContributors
w.
Al-Karaghouli
Westminster Business School, University of Westminster, 35 Marylebone
Road,LondonNWI 8LS,UK
Email:[email protected]
S.Alshawi
Brunei University,Uxbridge Road,MiddlesexUB83PH,UK
Email:[email protected]
Anders Avdic
DepartmentofInformatics,OrebroUniversity,SE-70182Orebro,Sweden
Email:[email protected]
Derek Binney
ChiefKnowledge Officer,GlobalKnowledge ManagementServices, (GKMS),
Asia & Australia, CSC,6th FIr,Christie Street, St Leonards, NSW Australia
2065
Email:[email protected]
Anton Bradburn
Westminster Business School, University of Westminster, 35 Marylebone
Road,London NWI 8LS,UK
E-mail:[email protected]
EwaBraf
Ionkoping International Business School, PO 1026, S-551 11 Jonkoping,
Sweden
Email:[email protected]
Jason-Phillip Camilleri
ce.,
McKinsey& 55East 52ndStreet,NewYorkNY10055,USA
Email:jason camilleriei'mckinsey.com
Steve Clarke
Department of Finance,Systems and Operations,UniversityofLuton, Park
Square,Luton LUI 3JU,UK
Email:[email protected]
vii
viii ListofContributors
Elayne Coakes
Westminster Business School, University of Westminster, 35 Marylebone
Road, LondonNWI 8LS,UK
Email: [email protected]
Christine Cuthbertson
Oxford Institute of Retail Management, Templeton College, University of
Oxford,Oxford OXI5NY,UK
Email: [email protected]
Fredrik Ericsson
DepartmentofInformatics,Orebro University, SE-70182Orebro,Sweden
Email: [email protected]
John Farrington
RoyalNavy,UK,cloMOD,Whitehall,London
G.Fitzgerald
BrunelUniversity, UxbridgeRoad, MiddlesexUB83PH,UK
Email:[email protected]
Goran Goldkuhl
CMTO,LinkopingUniversity,SE-58183Linkoping,Sweden
Email: [email protected]
Matti Hannus
VTT - TechnicalResearchCentreof Finland,P.O.Box1801,FIN-02044VTT,
Finland
Email: [email protected]
Jimmy C.Huang
UniversityofAberdeen,DepartmentofManagementStudies,DunbarStreet,
AberdeenAB243QY,UK
Email: [email protected]
Christian Ifvarsson
DepartmentofBusinessAdministrationandSocialScience,LuleaUniversity
ofTechnology, SE-97187Lulea,Sweden
Email: [email protected]
Abdul Samad (Sami) Kazi
VTT - Technical Research Centre of Finland,P.O.Box 1801,FI-02044VTT,
Finland
Email: [email protected]
ListofContributors ix
Shan Ling Pan
Assistant Professor of Information Systems, Department of Information
Systems,School of Computing,National UniversityofSingapore,Block S17
04-23,3 Science Drive 2,Singapore 117543
Email:[email protected]
Keith Patrick
School of Computing Information Systems and Mathematics, South Bank
University, 103BoroughRoad,Southwark,LondonSE1OAA,UK
Email:[email protected]
Jonathan D.Pemberton
Newcastle Business School, Northumberland Building, University of
Northumbria,Newcastle uponTyneNE18ST,UK
Email:[email protected]
NigelPhillips
School of Computing Information Systems and Mathematics, South Bank
University,103BoroughRoad,Southwark,LondonSE1OAA,UK
Email:[email protected]
Iari Puttonen
FortumEngineeringLtd,P.O.Box10,FIN-00048FORTUM,Finland
Email:[email protected]
SteveRussell
Email:[email protected]
Vicki Scholtz
ITManager,HumanitiesFaculty,UniversityofCapeTown,Rondebosch7701,
SouthAfrica
Email:[email protected]
George H.Stonehouse
Newcastle Business School, Northumberland Building, University of
Northumbria,Newcastle upon TyneNE18ST,UK
Email:[email protected]
GillSugden
Westminster Business School, University of Westminster, 35 Marylebone
Road,LondonNW15LS,UK
Email:[email protected]
Mika Sulkusalmi
FortumEngineeringLtd,P.O.Box10,FIN-00048FORTUM,Finland
x ListofContributors
PekkaValikangas
FortumEngineeringLtd,P.O.Box10,FIN-00048FORTUM,Finland
Email: [email protected]
DianneWillis
Schoolof InformationManagement,LeedsMetropolitanUniversity, Beckett
ParkCampus,LeedsLS63QS,UK
Email:[email protected]
IessiQingYi
Personal Communications Sector, Motorola, 600 North US Highway 45,
Libertyville,IL60048,USA
Email: [email protected]
YougjinYoo
Weatherhead School of Management, Case Western Reserve University,
10900EuclidAvenue,Cleveland,OH44106-7135,USA
Email: [email protected]
