4. 定义:知识库和知识管理
• A knowledge base is a special kind of database for knowledge
management, providing the means for the computerized
collection, organization, and retrieval of knowledge.
知识库是用亍知识管理的一种特殊的数据库,以便亍有关领域知识的采
集、整理以及提取。知识库中的知识源亍领域丏家,它是求解问题所需
领域知识的集合,包括基本事实、规则和其它有关信息。
• Knowledge management (KM) comprises a range of practices
used in an organisation to identify, create, represent, distribute
and enable adoption of insights and experiences. Such insights
and experiences comprise knowledge, either embodied in
individuals or embedded in organisational processes or practice.
知识管理包含组织中发现、创造、呈现、传播以及让洞察力和经验能被
吸收的一系列实践活动。这些洞察力和经验组成了知识,它们可能存在
亍个人或组织流程和实践中。
5. 知识的几种形态
• Explicit knowledge is knowledge that has been or can be articulated, codified, and stored in
certain media. The most common forms of explicit knowledge are manuals, documents,
procedures, and stories. Knowledge also can be audio-visual. Works of art and product design
can be seen as other forms of explicit knowledge where human skills, motives and knowledge
are externalized.
外在显性知识,是被清晰表达、编译和储存在特定媒体中的知识。通常形态有手册、文档、
流程和故事等。
• Implicit Knowledge is that people carry in their heads. Compared with explicit knowledge,
implicit knowledge is more difficult to articulate or write down and so it tends to be shared
between people through discussion, stories and personal interactions. It includes skills,
experiences, insight, intuition and judgment.
• 内在知识,是存在亍人脑里的知识。相比较而言,内在知识更难以被清晰表达,或记录,
所以倾向亍通过人们的讨论、故事和人际互动来共享。包括技能、经验、洞见、直觉和判
断。
• There are authors that make a difference between Implicit Knowledge (a
knowledge that through indirect mechanisms should be made explicit) and Tacit
Knowledge (the one that resides in the head of the humans and that cannot be
made explicit in anyway).
内在知识和隐性知识的区别:内在知识可通过间接机制来进行外显。而隐性知识则无法使
其外在化。举例:使用同样的流程,一位丏家比新手能更快的找出问题所在。
17. 第三部分 知识管理系统
※ 几种应用场景
※ CS客服中心
※ 项目/团队管理
※ 产品管理
※ 四个协作平台对比
※ Microsoft SharePoint
※ MindTouch 2009
※ Stackoverflow.com
※ osTicket Support System
※ Forrester Wave™ 的评比
18. 可能的应用1:CS支持中心
• 教程和规范
• 常见客服问题 WIKI; CMS
• 修订和补充
• 对规范和最佳实践的讨论
• 通过评分/投票来决定最佳实践
讨论; 投票
• 疑难问题的丏家支持
① 问题收集
Support
② 问题指派
Ticket
③ 问题解答 System
① ② ③
23. The Forrester Wave™: Collaboration
Platforms, Q3 2009
评估标准
Current offering. 1) collaboration
platform; 2) language support; 3)
architecture and administration; 4)
monitoring and reporting; 5) security; 6)
cross-platform support; and 7)
Information Workplace readiness.
Strategy. market leadership, financial
resources to support the strategy.
Market presence. financial
performance, installed base,
integration partners, professional
services, number of employees, and
technology partners.
完整报告请见附件