Domain 7 | Knowledge Management & Research Flashcards
Communities of Practice
Groups of individuals that share a common interest and are willing to communicate with each other to share ideas and best practices. Also known as knowledge networks.
Customer Relationship Management (CRM)
An attitude toward systemic thinking, coordination, training, and customer value that is not about the software. CRM is about creating and communicating value through various channels: membership, marketing, and advocacy. It draws on a variety of information about an association’s member’s interests, preferences, and history, all of which is kept in one central location. CRM is optimal when one database system integrates everything.
Knowledge Management
Sharing, capturing, and using institutional knowledge to provide services to members. The benefits of knowledge management include better organization and use of institutional knowledge, reduction of staff time used searching for information, less duplication of work, more efficient customer service to members, and increased time to spend on improving member services.
Primary vs Secondary Research
_Primary research: original research gathered for a specific reason. It is more expensive than secondary research; however, it develops new data about a specific issue. Effective primary research is defined by clear objectives and recognition of nuances.
_Secondary research: data compiled and interpreted by others. Sources include surveys and statistics compiled by outside firms, databases, library materials, trade press publications, and government reports. These data can be relevant and useful to an association even though they were originally collected for reasons not specific to the association’s concerns.
Qualitative vs Quantitive Research
_Qualitative research: seeks to uncover people’s perceptions about an issue. It is typically gathered through focus groups, interviews, and surveys with open-ended questions.
_Quantitative research: seeks to measure or count data around an issue, and allows the researcher to generate statistics from these data. Quantitative research allows for generalizability-inferring information about a larger population from results gathered from a smaller population. It is typically gathered through surveys administered to random samples.
Summative vs Formative Evaluations
_Summative (like summary) stems from the word “sum.” In summative planning, management, and evaluation, something is examined after it is over or completed, and decisions are then made as to whether it was satisfactory or not. A meeting evaluation form is an example of a summative evaluation.
_Formative stems from the root “to form,” meaning to shape. Formative planning, management, and evaluation are methods for examining program activities as they occur, and adjusting these activities along the way if necessary. An example of formative evaluation is collecting continuous feedback from participants in a program in order to revise the program as may be indicated.
Knowledge Management
Sharing, capturing, and using institutional knowledge to provide services to members. The benefits of knowledge management include better organization and use of institutional knowledge, reduction of staff time used searching for information, less duplication of work, more efficient customer service to members, and increased time to spend on improving member services.
