Samarbejde og vidensdeling i teori og praksis

Transkript

1 Samarbejde og vidensdeling i teori og praksis Del 2, Knowledge Management Jesper Simonsen simonsen@ruc.dk Datalogi, hus 42.1 Roskilde Universitetscenter

2 Plan for del 2 KM Opponentindlæg: Telearbejde, v. Marianne Sterlie Kollokvie m. Signe Svenningsen (kl. 13:00-15:00, 42.1): Elektronisk patientjournal og reorganisering af medicinsk praksis Jesper Simonsen Digital Forvaltning. 15/

3 Udgangspunkt og pointe Knowledge og Knowledge Management (fokus: IT støttet vidensdeling, transfer/reuse ) Lærende organisation (Argyris and Schön, 78) Business Process Reengineering (Hammer, 90; 93; Davenport and Short, 90) [T]he management community has come to realize that what an organization and its empoyees know is at the heart of how the organization functions (Davenport and Prusak, 98, p.x) Viden er ikke data Vidensdeling kan ikke automatiseres m. IT Vidensdeling kan ikke generelt IT understøttes Jesper Simonsen Digital Forvaltning. 15/

4 Kernelitteratur i KM Nonaka: A Dynamic Theory of Organizational Knowledge Creation Davenport & Prusak: Working Knowledge. How Organizations Manage What They Know Markus: Toward a Theory of Knowledge Reuse: Types of Knowledge Reuse Situations and Factors in Reuse Success. Dixon: Common Knowledge. How Companies Thrive by Sharing What They Know Succes/failures-eksempler (Eureka, Facit) Bobrow & Whalen: Community Knowledge Sharing in Practice: The Eureka Story Bansler & Havn: Knowledge Sharing in Heterogeneous Groups: An Empirical Study of IT-Support for Sharing Better Practices Jesper Simonsen Digital Forvaltning. 15/

5 Data, information, viden Data Samling af tegn [S]tructured records of transactions (ibid, p. 2) RUCQuickPlaceServer CN=frank/OU= alpha-qp/ou=qp/o= bank [05/May/2001:14:58: ] "GET /QuickPlace/ alpha-qp/main.nsf/$defaultview/505538f1eb2b9dbf ?opendocument& Form=FolderInit&NoRedirect&CacheResults&TimeStamp=41256A00004DA4F3& LoginName=CN=frank%2FOU=alpha-QP%2FOU=QP%2FO=bank HTTP/1.1" Information Meningsfulde data message (ibid, p. 3) We transform data into information by adding value in various ways Contextualize Categorize Calculate Correct Condense Review af IS-litteraturens definitioner på Data og information, se Checkland and Holwell (1998) p. 92ff. Jesper Simonsen Digital Forvaltning. 15/

6 Data, information, viden Viden Viden er information som man lærer noget af justified true belief (Nonaka, 94, p. 15) Knowledge is a multifaceted concept with multilayered meanings (p.15) Knowledge is a fluid mix of framed experience, values, contextual information, and expert insight that provides a framework for evaluating and incorporating new experiences and iformation. It originates and is applied in the minds of knowers. In organizations, if often becomes embedded not only in documents or repositories but also in organizational routines, processes, practices, and norms (Davenport and Prusak, 98, p. 5) Knowledge derives from information [by] transformations [ ] as: Comparison Consequences Connections Conversation Jesper Simonsen Digital Forvaltning. 15/

7 Vidensskabelse Nonaka (94) om Organizational Knowledge Creation Tacit vs. explicit knowledge (med ref. til Polanyi, 66) Extent of social interaction between individuals Basic assumption: Knowledge is created through conversion between tacit and explicit knowledge Tacit knowledge To Explicit knowledge Tacit knowledge From Explicit knowledge Socialization Internalization Externalization Combination Jesper Simonsen Digital Forvaltning. 15/

8 KM og IT IT kan kun overføre information, dvs. mediere eksplicit viden KM systemer refererer typisk til mindre struktureret information i dokumentsamlinger (dokumenthåndteringssystemer på intranet, fx BSCW) Formål: At mediere vidensoverførsel mellem de som har viden og dem som ikke har Problem: Disparity in work and benefit + obtaining critical mass (Grudin, 94) Jesper Simonsen Digital Forvaltning. 15/

9 KM begreber (Markus, 2001) Knowledge Reuse Process (4 dele) 1. Capturing and documenting knowledge fi Passivt/aktivt, before/after-the fact strategi 2. Packaging knowledge fi fx tilføje/fjerne kontekst, indexering ift. klassifikationsskema 3. Distributing/disseminating knowledge (give andre adgang) fi passivt/aktivt (facilitation) 4. Reusing knowledge 4.1 defining the search question 4.2 the search for, and location of, expertise (or expert) 4.3 selection of appropriate expert advice (or expert) 4,4 applying the knowledge ( recontextualization ) Jesper Simonsen Digital Forvaltning. 15/

10 KM begreber Roles: Producer - intermediary - consumer Knowledge producer fi originator: records explicit knowledge or makes tacit knowledge explicit Knowledge intermediary fi prepares for reuse: eliciting, sanitizing, structuring, summarizing, indexing, dissiminating, facilitating, etc. Knowledge consumer fi retrieves and applies Roller kan udføres af samme eller forskellige aktører og grupper af aktører IT s rolle: Typisk som intermediary. (Dele af producer og consumer rollen ses ifm. AI, fx regelbaserede systemer) Forholdet mellem producer og consumer afgørende for karakteristik af reuse situation Jesper Simonsen Digital Forvaltning. 15/

11 4 knowledge reuse situations 1. Shared Work Producers fi Working on a shared work product fi Homogeneous work groups or cross-functional teams fi Relatively few problems with knowledge reuse 2. Shared Work Practitioners fi Community of Practice (Wenger, 98) fi Produce for each other to use fi Few problems applying knowledge but location and selection are problematic 3. Expertise-Seeking Novices fi Knowledge transfer (vs. knowledge sharing) fi Great difficulties at all stages 4. Secondary Knowledge Miners fi Data Mining (CACM, 2002) Jesper Simonsen Digital Forvaltning. 15/

12 Pointe fra de 4 KM situationer Forskellige typer af consumers har behov for forskellige typer af KM systemer Shared work practitioners need contextualized knowledge Expertise-seeking novices need decontextualized knowledge + help to recontextualize information for their particular setting Interne KM systemer kan ikke bare plugges på internettet! Jesper Simonsen Digital Forvaltning. 15/

13 Who authors the entries and for whom? Indhold afhænger af om man dokumenterer til: Ourselves (mig, gruppen) Similar others (fx examinator, censor) Dissimilar others (jvf. kommunikationsudd.) fi 2 problemer: First, the records knowledge producers make purposely for their own use are not likely to meet the needs of others. Second, the records knowledge producers make for others may not meet their own needs, and therefore, they may not have adequate incentives to produce quality documents that need the needs of others (ibid, p. 79, jvf. også Grudin, 94) fi Fokus på: Costs Incentives Human and technical intermediaries (se fx Simonsen and Pors, 2003; Henriksen et al., 2002) Jesper Simonsen Digital Forvaltning. 15/

14 Pointer - og diskussion Viden er ikke data Vidensdeling kan ikke automatiseres m. IT Vidensdeling kan ikke generelt IT understøttes 1. Hvad kan digital forvaltning lære af KM teorien? 2. Muligheder og udfordringer ser I for KM i digital forvaltning? 3. Eksempler på KM i digital forvaltning? Jesper Simonsen Digital Forvaltning. 15/

15 Referencer Argyris, C., and Schön, D. A. (1978). Organizational Learning: A Theory of Action Perspective. Addison-Wesley Publishing Company, Inc., Reading, Massachusetts. Bansler, J. P., and Havn, E. C. (2002). "Knowledge Sharing in Heterogeneous Groups: An Empirical Study of IT- Support for Sharing Better Practices." The Third European Conference on Organizational Knowledge, Learning and Capabilities, 5-6 April 2002, Athens, Greece, ( simonsen@ruc.dk for kopi). Bobrow, D. G., and Whalen, J. (2002). Community Knowledge Sharing in Practice: The Eureka Story. Journal of the Society for Organizational Learning 4. CACM (2002): Communication of the ACM, Special Issue on Data Mining, vol. 45, no. 8, august Checkland, P., and Holwell, S. (1998). Information, Systems and Information Systems - making sense of the field. John Wiley & Sons, Chichester. Davenport, T. H., and Short, J. E. (1990). The New Industrial Engineering: Information Technology and Business Process Redesign. Sloan Management Review Davenport, T. H. (1994). Reengineering: Business Change of Mythic Proportions? MIS Quarterly Dixon, N. M. (2000). Common Knowledge. How Companies Thrive by Sharing What They Know. Harvard Business School Press, Boston, Mass. Grudin, J. (1994). Groupware and social dynamics: Eight challenges for developers. Communications of the ACM 37, Hammer, M. (1990). Reengineering Work: Don't Automate, Obliterate. Harvard Business Review Hammer, M., and Champy, J. (1993). Reengineering the Corporation. A Manifesto for Business Revolution. HaperBusiness/HaperCollins Publishers, New York, N.Y. Henriksen, D. L., Nicolajsen, H. W., and Pors, J. K. (2002). "Towards Variation or Uniformity? Comparing Technology-Use Mediations of Web-Based Groupware." Proceedings of the 10th European Conference on Information Systems, ECIS'2002. ( simonsen@ruc.dk for kopi). Markus, M. L. (2001). Toward a Theory of Knowledge Reuse: Types of Knowledge Reuse Situations and Factors in Reuse Success. Journal of Management Information Systems 18, Nonaka, I. (1994). A Dynamic Theory of Organizational Knowledge Creation. Organizational Science 5, Polanyi, M. (1966). The Tacit Dimension. Routledge & Kegan Paul, London. Simonsen, J., and Pors, J. K. (2003). "Conditions for Change Related to Groupware in a Distributed Organization a Case Study." Proceedings of the 11th European Conference on Information Systems, ECIS'2003. ( simonsen@ruc.dk for kopi). Wenger, E. (1998). Communities of practice - learning, meaning, and identity. Cambridge University Press.