Just as knowledge management has triggered broader
consideration of knowledge ecology, customer relationship
management has evolved from a standalone software application
to an integral part of the applications array enabling enterprises
to sustain personalized interactions and relationships with a wide
range of stakeholders. In the e-knowledge future, effective enterprises
will develop indispensable relationships with their
Putting Knowledge Management into e-Learning.
Awareness is growing of economic ways to augment today's limited
kinds of information about data elements and learning objects. By
adding semantic information, it becomes easier to share those assets
and re-purpose them. The next big thing in learning management is
the incorporation of content management tools and practices that
make use of semantics. These will make it easier to infuse just-in-time
knowledge into learning experiences.
Communities of Practice. Communities
of practice will become an integral part of Knowledge Age enterprises.
In learning enterprises, these communities will deal with learning
and administrative services and will involve students, faculty,
staff, alumni, suppliers, and other stakeholders. They will cut
across organizational boundaries and connect to knowledge exchanges
and marketplaces. Communities of practice will become much more
intentional and part of active enterprise knowledge strategies.
Knowledge Resources Utility. Through
the experience gateway, users will engage the enterprises
knowledge resources. These will include internal and external sources
and resources, not just databases owned by the enterprise.
Powerful search engines and intelligent agents will be available
as part of the enterprises solution to knowledge management.
Knowledge resources will also include graphics, simulations, applications,
community of practice know-how, and a host of other
knowledge resources. Knowledge management will be a key ingredient
of both formal and informal enterprise learning experiences. Users
will have less reason to concern themselves with the location and
original source of knowledge resources, which increasingly will
function like a utility.
Network and Hardware Resources. Enterprises
will deploy various levels of pervasive, ubiquitous computing environments
in their own physical settings. But each enterprises knowledge
resources will be available anywhere, anytime, through wired and
wireless interactivity. Pervasive technology environments will be
advanced by next generation Internet and the rise of nomadic computing
Services: The Tie that Binds All Applications
and Solutions. The e-enterprise infrastructure of the future
will depend on a broad range of services, supporting the experience
gateway, applications array and solutions, knowledge resources,
and network and hardware resources. These services will be provided
by enterprise staff and external sourcing relationships that include
both expert consultation and technical support dealing with implementation,
integration, co-sourcing and shared services.
Processes, Communities of Practice, Capacities,
In addition to enterprise infrastructures, applications,
and solutions, the successful e-knowledge enterprise needs to reshape
the social elements of its knowledge ecology.
- Business processes should be reinvented to produce e-knowledge-based
relationships that will be demanded by customers, learners, and
- Communities of practice, linked to business processes,
need substantial development to serve as the creators and stewards
of knowledge capital;
- Individual and organizational capacities perpetually
grow to assimilate and share knowledge far more effectively and
efficiently than today; and
- Culture regarding knowledge should be refashioned to
reflect the emerging needs of customers, learners, suppliers,
and other stakeholders.