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Planning and Managing IT Infrastructure

Notes 4. What are the benefits of Knowledge Management? Discuss.
5. Describe various best practices that can help to design and deploy a successful knowledge
management solution.

6. The decision to expose content to customers and prospects who visit your website can lead
to information overload. Comment.
7. Discuss the methods used to encourage social contributions from contact centre agents as
well as customers.
8. How can you refine and improve the quality of searching and content by using analytics?
Discuss.
9. What are the technologies that support knowledge management systems? Discuss.
10. Discuss the goals and objectives of knowledge management.

Answers: Self Assessment

1. Knowledge 2. Knowledge Management

3. multi-disciplined 4. Collaborative tools
5. True 6. True
7. False 8. True
9. False 10. True
11. True 12. False

13. False 14. Structured
15. mining

13.8 Further Readings

Books Awad (2004). Knowledge Management, Pearson Education India.
Christensen, Peter Holdt (2003). Knowledge Management: Perspectives and Pitfalls,
Copenhagen Business School Press DK.
Debowski, Shelda (2007).Knowledge Management, John Wiley & Sons.
Mertins, Kai. (2003). Knowledge Management: Concepts and Best Practices, Springer.

Online links http://www.alexcommgrp.com/csg/pdf/primus.pdf
http://www.knowledge-management-tools.net/KM-best-practices.html
http://www.au.af.mil/au/awc/awcgate/doe/benchmark/ch05.pdf

http://mgmt.iisc.ernet.in/~piyer/Knowledge_Management/KM%20
Technologies%20and%20Applications%20Expert%20Systems% 20with%
20Applications%2025%202003%2017-07-2007.pdf

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