km-tools-research-blog

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Knowledge Management System Example (Part 2)

Another knowledge management system example is R Studio. This one has more of a community focus; you can post and answer questions. It also includes articles that address common customer support issues.

At the very bottom, it also includes what I think are the most important links: learning resources and training. For a technical product like R Studio, these can sometimes be the highest value customer education assets.

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Knowledge Management System Example (Part 1)

An example of a knowledge management system is Tableau’s knowledge base.

It includes a search feature so users can get answers to specific solutions as well as top articles and product-specific navigation. In addition, the sidebar links to a Tableau community so users can bounce ideas off others, and it also includes other customer education features like classroom training, e-learnings, training videos, and webinars.

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The KM Cycle

Knowledge Creation: SEKI model.  refers to the continuous combination, transfer, and conversion of different kinds of knowledge. ... Knowledge creation is the formation of new notions and concepts. This occurs through interactions.

Knowledge Sharing: Activites through which knowledge (information, skills, or expertise) is exchanged among people, friends, families, communities, or organizations.

Knowledge Application: Knowledge that has been captured, coded, shared, and now made to be put to actual use.

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KM Tool Comparison: Sharepoint VS Helpjuice

Sharepoint Pros

It integrates easily with other programs within the Microsoft Suite

It’s highly customizable – in fact, customization is all but necessary

Can be used for a variety of internal and customer-facing purposes

Sharepoint Cons

Search is hard to use

Poor social elements of intranet

Users find it hard to maintain and use

Helpjuice Pros

Users say its very easy to navigate

Supports efficient searching abilities

Categorize and tag documents to enhance findability

Helpjuice Cons

No live chat

No way to export or download articles as pdf files.

Conclusion

For organizations looking for a simple, intuitive knowledge base software, Helpjuice is definitely the better option

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Tableau and Knowledge Management

Tableau is a great KM tool. The visualizations done in Tableau show visibility and insight into key areas of this business’ revenue cycle: 

1) transactions trending; 

2) accounts receivables; 

3) denials charge rate

4) Categorical trends

These easily digestible visualizations help with knowledge management because businesses will be more able to make better decisions when these large amounts of information are visually presented in a graph or chart. 

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Turning Excel Data into Something Beautiful Using Tableau (PART 2)

This excel dataset showed the percentage of job growth in the solar energy sector through the year of 2016. This data is also interactive through using Tooltip in Tableau. Hovering over each state will give you the percentage in a hovering popup. The orange hues corresponds w the least amount of job growth while the blue corresponds with the highest. Data visualization is a great KM tool because it makes it much easier to see exactly where job growth is in an aesthetically pleasing way instead of looking at an overwhelming excel spreadsheet. 

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Valdis Krebs’ Social Network Analysis

Social network analysis [SNA] is the mapping and measuring of relationships and flows between people, groups, organizations, computers, URLs, and other connected information/knowledge entities. The nodes in the network are the people and groups while the links show relationships or flows between the nodes. SNA provides both a visual and a mathematical analysis of human relationships. Management consultants use this methodology with their business clients and call it Organizational Network Analysis [ONA]. ONA allows you to x-ray your organization and reveal the managerial nervous system that connects everything.

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The SECI  Model of Knowledge Dimensions

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Turning Excel Data into Something Beautiful Using Tableau

This visualization done in Tableau that I did for another class (INFO 4907, Data Visualization) shows the amount of sunlight the United States gets. Sunlight, or Irradiance/Radiation, is typically quoted as W/m², that is, Watts per square meter. Irradiance in my map is measured as kilowatt-hours per square meter per day (kW·h/(m2·day)).

The red hue corresponds with a higher amount of solar energy on a surface. When you hover over each hue, a popup will arise filled w the corresponding data from the excel sheet (this is done using Tooltip in Tableau). 

This visualization takes an overwhelming raw excel data set and turns it into a interactive knowledge-based interactive map. Tableau is a great KM tool for knowledge application!