Conclusion
Selecting knowledge management technologies is often a daunting and risky task.
Without an independent frame of reference, attempts to compare knowledge management
technologies can be very confusing and fail to drive needed decisions. By providing a
means to differentiate technologies according to their impacts on agents, artifacts and
behaviors, the characterization framework described in this paper provides just the kind
of neutral reference point organizations often need.
The framework also adds value to supporting analytical, design, development and
deployment activities by guiding the analysis of knowledge flows and construction of a
usefully comprehensive picture. The framework provides a mechanism for developing a
balanced, high-level view that can be used to set the stage for deeper analysis, identifying
the compelling and critical issues that warrant more careful examination. Once the
picture is complete, the framework can be used to identify the specific needs that can be
met with off-the-shelf technology, localized customizations or change-management
programs.
By using the same framework to relate technologies, methods and practices back to
targeted knowledge flows and their associated behavioral goals, it becomes easier to
balance technical and non-technical approaches. This allows project teams to take a more
rational, whole systems approach to development and deployment, improving their ability
to develop tools and approaches that target and resolve root problems and not just
symptoms, improve organizational performance and lower overall life cycle risks.