Teaching an Old Economy Company New Economy Tricks

In recent years, issues traditionally associated with the field of Technical communication have been increasingly referred to in business settings as "knowledge management." Technical communicators generally contribute to knowledge management through their skills of audience analysis, interviews, and research synthesizing relevant knowledge from volumes of information and compiling that knowledge into printed and electronic forms.

CONTENTS
ABSTRACT
LIST OF FIGURES
CHAPTER

I. FROM THE INDUSTRIAL AGE TO THE KNOWLEDGE AGE
Technological Evolutions and Revolutions
Information Age Technology
Digitization
Many Forms of Information
From Information to Knowledge
The New Organizational Wealth
Technical Communication, Rhetoric, and Knowledge Management
Knowledge Management's Multiplicity of Definitions
Uniting Common Perspectives on Knowledge Management
Document-centered Knowledge Management
Technological Knowledge Management
Socio-organizational Knowledge Management
Knowledge Organization
The Spectrum of Knowledge Management

II. KNOWLEDGE MANAGEMENT AND ACME IT

The Codification and Personalization Approaches to Knowledge Management
Barriers to Integration
Drivers for Integration
Acme IT's Knowledge Management Initiative
What Acme IT Does
Reorganizing Acme IT
Strategic Vision of the Knowledge Management Initiative
Measuring the Value of Knowledge Management: Tangible and Intangible
Business Context for Knowledge Management
Communities Within the GKMI
Uniting Codification and Personalization Approaches to Knowledge Management

m. METHODOLOGY

NATURALISTIC INQUIRY
Emergent Design
THE CASE STUDY
THE EXPLORATORY STAGE
Stages Two and Three: Interviews and Participant Observation
Interviews
Observation
Quality Criteria for the Study

IV. DATA COLLECTION

Introduction
Acme IT From the Outside In
Contrasts and Conflicts in Leadership
Interviews
Absence of KM Training and Education
Communication
Control
Final Comments on the Data Presented

V. CONCLUSIONS

The Old Economy
The Old Economy and Codification Approaches to Knowledge Management
The New Economy
The New Economy and Personalization Approaches to Knowledge Management
An Old Economy Company in New Economy Clothes
Knowledge Management: A General Business Strategy for the New Economy
Knowledge Management Meets the Old Economy Filter
A Final Though On Old Economy Companies and Knowledge Management

VI. KNOWLEDGE MANAGEMENT AND TECHNICAL COMMUNICATION

Core Competencies of Technical Communication and Knowledge Management
Leadership Opportunities for Technical Communicators
Where the Puck is Going to Be: The Future of Knowledge Management
Opportunities for Technical Communicators

BIBLIOGRAPHY

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