Building the Knowledge Management Network: Best Practices, Tools, and Techniques for Putting Conversation to Work [Paperback]

Cliff Figallo (Author), Nancy Rhine (Author)

Book Description

Publication Date: September 2, 2002

A complete set of best practices, tools, and techniques for turning conversations into a rich source of business information
Many organizations are now recognizing that the untapped knowledge of their members can be used to benefit every aspect of their business, from making smarter and faster decisions to improving products and efficiency. This book offers a clear-cut road map for building a successful knowledge management system to capture and fully exploit the knowledge exchanged in conversations.
Written by two of the foremost experts in online communities, this book covers a set of best practices, tools, and techniques for using conversation and online interaction to provide affordable and effective knowledge-based benefits and solutions. With a unique and invaluable perspective, the authors offer guidance for collecting, capturing, and cataloging knowledge so that it can be used to improve efficiency and reduce costs in areas ranging from internal procedures through customer relations and product development.
This book provides step-by-step solutions for developing an effective knowledge network, including how to:
* Formulate strategies and create action plans
* Select the right tools for peer-to-peer networks, interactive communities, and events
* Work with legacy systems
* Train staff and stimulate participation
* Improve productivity and measurement criteria
The companion Web site contains templates, checklists, a discussion board, and links to software.

Editorial Reviews

From the Back Cover

A complete set of best practices, tools, and techniques for turning conversations into a rich source of business information

Many organizations are now recognizing that the untapped knowledge of their members can be used to benefit every aspect of their business, from making smarter and faster decisions to improving products and efficiency. This book offers a clear-cut road map for building a successful knowledge management system to capture and fully exploit the knowledge exchanged in conversations.

Written by two of the foremost experts in online communities, this book covers a set of best practices, tools, and techniques for using conversation and online interaction to provide affordable and effective knowledge-based benefits and solutions. With a unique and invaluable perspective, the authors offer guidance for collecting, capturing, and cataloging knowledge so that it can be used to improve efficiency and reduce costs in areas ranging from internal procedures through customer relations and product development.

This book provides step-by-step solutions for developing an effective knowledge network, including how to:
* Formulate strategies and create action plans
* Select the right tools for peer-to-peer networks, interactive communities, and events
* Work with legacy systems
* Train staff and stimulate participation
* Improve productivity and measurement criteria

The companion Web site contains templates, checklists, a discussion board, and links to software.

About the Author

CLIFF FIGALLO is a prominent leader in online community networking with more than fifteen years of experience. As a consultant, he's worked with clients such as AOL, Genentech, and Cisco. He previously served as director of WELL and is the author of Hosting Web Communities (Wiley).
NANCY RHINE is cofounder of Women.com, the first women-focused online enterprise. She has also served as manager of customer experience at WELL, director of women's programming at AOL, director of business development for AOL' s Digital City, and vice president for community at PlanetRX.

Product Details

• Paperback: 368 pages
• Publisher: Wiley; 1 edition (September 2, 2002)
• Language: English
• ISBN-10: 047121549X
• ISBN-13: 978-0471215493
• Product Dimensions: 9.2 x 7.5 x 0.8 inches
• Shipping Weight: 1.4 pounds (View shipping rates and policies)
• Average Customer Review: 4.5 out of 5 stars  See all reviews (2 customer reviews)
• Amazon Best Sellers Rank: #1,891,187 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

16 of 18 people found the following review helpful:

5.0 out of 5 stars Powerful book, October 17, 2002

By 

Bob Busby (The Villages, FL) - See all my reviews

This review is from: Building the Knowledge Management Network: Best Practices, Tools, and Techniques for Putting Conversation to Work (Paperback)

Review of Building the Knowledge Network: Best Practices, Tools, and Techniques for Putting Conversation to Work

I thoroughly enjoyed this book. It was written in a conversational tone, and pulled together all the different pieces I've been reading in many sources. It starts with a brief history of knowledge sharing/conversation/communications which I found fascinating (and I am not a history buff!). Nancy & Cliff compared the anti-conversational attitudes of the Scientific Management during the Industrial Age, showed how the Hawthorne Studies caused the shift from the organization to the worker, and information systems. With the emergence of computer networks, the knowledge explosion has shown no sign of abating.

They discussed how the lessons of the pioneers of early communities such as the WELL assisted communities of today to flourish. Trust became communities' foundation with open communications offering challenges to community managers/moderators/facilitators.

The authors' inclusion of quotes from the ideas of the "greats" in community building/managing and knowledge management (KM) such as Stephen Denning, Thomas Davenport, Etienne Wenger, Tom Peters, Michael Hammer and Howard Rheingold, among others offered powerful evidence to their premises. Throughout the book are helpful charts, checklists and other graphics.

A whole chapter was devoted to culture and the tools that enable differing cultures. They discussed the three relationships between people and content and the three dimensions of collaboration (the cornerstone of communities).

Another chapter was devoted to external stakeholders and customer relationship management (CRM). They touch on what new skills will be required to operate within online learning and knowledge sharing communities And they touch on what paths our technical future may take and how to integrate all these new technologies.

They see a "collaborative future" from within and without organizations, as globalization becomes more widespread. The day of hoarding knowledge towards power are over, long live the new king of collaboration! This book is for anyone who wants to start an online community and for those who want to reminisce about "the good ole days," for those who want to read about what the big companies are doing, and all in context. "Context" is a word near and dear to my heart-for so often we forget to put information in context, whether in conversation or training. Nancy and Cliff have completed a truly delightful read in their book. I highly recommend it!

5 of 5 people found the following review helpful:

4.0 out of 5 stars Does not mention wiki...note publishing date of 2002!!, December 29, 2005

By 

J. F. Leeper "Shoreview" (Shoreview MN) - See all my reviews
(REAL NAME)   

This review is from: Building the Knowledge Management Network: Best Practices, Tools, and Techniques for Putting Conversation to Work (Paperback)

This is a good book on knowledge management. It provides an adequate historical reference and a succinct framework for the opportunities and incentives for KM but it is as of 2002. This book needs updating. It's not bad but is pre-wiki and web images are dated. Buy used...don't spend $40.00.