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We’re presenting you a brief resume of an article by Craig Wilkey, manager at Dell EMC, in which he presents his vision of the evolution of Knowledge Management, from document capture to digital experience management.
Here’s an extract of the original article:
Knowledge: The Intersection of Wisdom and Action
Let’s consider how knowledge is created…
There had to be a first time someone used a butter knife as a screwdriver. Some person, somewhere, found a loose screw in their kitchen, didn’t have a screwdriver handy, and said, “Hey… Wait a minute…” Until that happened: that knowledge simply did not exist yet.
That first person had some understanding of how screwdrivers work. They were also aware of the general shape and properties of a butter knife. They took the knowledge they did have, considered it against their past experiences, and applied their wisdom to navigate a brand new situation. Our brave trailblazer, in their kitchen with no screwdriver, actually created new knowledge by using their wisdom to take action. Through Knowledge & Experience Indexing, we strive to capture this knowledge as it’s being created – and continually evolve it through the wisdom of others. (Another KCS concept here: Reuse is Review)
In Knowledge Management, we tend to draw a distinction between “known incidents” (which are incidents or situations we’ve seen before and we’ve already captured knowledge about) and “new incidents” (ones we haven’t).
We’ve gotten pretty good at understanding how to manage known incidents. When it comes to new incidents, our main focus has historically been around capturing knowledge, so we can convert it into a known incident.
Frankly, that’s just not good enough. We need to focus on the challenge of how to best address and manage new situations – not just see them as opportunities for knowledge capture. What can we do BEFORE the knowledge is available?
As always, we invite you to read the full article.