Chapter 4E

Question 1

• Explain what a content management system is. Provide 3 very specific examples of challenges in designing / maintaining a content management system.

Answer 1

• Content management systems are information system that track organizational documents, web pages, graphics, and related materials. The basic function of content management systems are documents. The goal of content management system is to manage and deliver the documents.
• Ex. 1. Most content databases are huge; some have thousands of individual documents, pages, and graphics. (roughly 5% of the content of Microsoft.com changes everyday)
  2. Documents do not exist in isolation from each other. (documents may refer to one another)
  3. Problem for multinational companies. (every document in whatever language it was authored must be translated into all languages before it can be published.)

Question 2

Provide (and explain!) an example of each of the 4 different dimensions of knowledge. Be clear

Answer 2

1. Knowledge is a firm asset
   – Knowledge is an intangible asset
   – The transformation of data into useful information and knowledge requires organizational resources
   – Knowledge is not subject to the law of diminishing returns as are physical assets, but instead its value increases as more people share it
2. Knowledge has different forms
   – Knowledge can be either tacit or explicit (codified)
   – Knowledge involves know-how, craft, and skill
   – Knowledge involves knowing how to follow procedures
   – Knowledge involves knowing why, not simply when, things happen (causality).
3. Knowledge has a location
   – Knowledge is a cognitive event involving mental models and maps of individuals
   – There is both a social and an individual basis of knowledge
   – Knowledge is “sticky” (hard to move) situated (enmeshed in a firm’s culture), and contextual (works only in certain situations)
4. Knowledge is situational
   a. Knowledge is related to context: You must know how to use a certain tool and under what circumstances
   b. Knowledge is conditional: Knowing when to apply a procedure is just as important as knowing the procedure (conditional

Question 3

• What is a knowledge management system? What areas of collaboration will this be of most value? Be very clear.

Answer 3

• Process of creating value from intellectual capital and sharing that knowledge with employees, manager, suppliers, customers and others who need capital. Its emphasis is on people, their knowledge, and effective means of sharing that knowledge with others.
• KM fosters innovation by encouraging free flow of ideas
• Improves customer service by streamlining response time.
• ## Enhances employee retention rates by recognizing the value of employees’ knowledge and rewarding them for it.

Question 4

• Provide a specific example of a knowledge work system (KWS). Explain why this is a KWS

Answer 4

• Computer-aided design (CAD)
• automate the creation and revision of designs, using computers and sophisticated graphics software. Provides engineers, designers, and factory managers with precise manufacturing control over industrial design and manufacturing
  – Provide design specs
  – Recalculates technical details

Check this

Question 5

• Explain with a minimum of 3 specific examples, why there may be resistance to knowledge sharing.

Answer 5

1. Employees are reluctant to exhibit their ignorance. Out of appearing incompetent, employees may not post their queries on bulletin boards, or email groups.
2. Employees are resistant to knowledge sharing because of competition. Some employees don’t want to share their ideas because they think that if they do, it might give the other employees an advantage.
3. Employees are reluctant to share ideas out of shyness.

Question 6

• Explain what an expert system is and when this may be used. Can an expert system be used to anticipate, predict, or determine an unknown outcome? Why or why not (explain clearly!)?

Answer 6

• Expert systems can diagnose and give guidance because expert system are rule-based systems that encode human knowledge in the form of If/Then rules, which are statements that indicate if a particular condition exists, then some action should be taken.

expert system
a program that gives answers, solutions, or diagnoses, based on available information, by followingprocedures that attempt to duplicate the thought processes and apply the knowledge of an expert in some particular field.

Question 7

• What can you tell me about IBM’s Watson? What is its significance? Be very clear

Answer 7

• Watson was designed to further the science of natural language processing by competing against the most successful Jeopardy!
• Watson understands natural language, breaking down the barrier between people and machines. The system then generates hypotheses - recognizing that there are different probabilities of various outcomes.
• Cognitive systems like Watson may transform how organizations think, act, and operate in the future. Learning through interactions, they deliver evidence based responses driving better outcomes.