IBM: Challenges in mapping organizational knowledge (pdf).
Quote: "The term knowledge management (KM) conjures up a number of images: a customer service representative accessing a database of frequently asked questions; a team of consultants collaborating on a new salary study; or a facilitator capturing the lessons learned from a major marketing initiative. Many firms have undertaken formal and informal knowledge management initiatives designed to improve process performance, increase customer responsiveness and spur innovation. But while some organizations have reaped significant benefits from their investment in knowledge efforts, others have run into noteworthy challenges."
Comment: PDF - outlines five common pitfalls and suggested solutions. [Serious Instructional Technology]
7:44:48 PM 
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