Tackling Messy Knowledge (25 Oct 2003)
As work requires ever-faster judgment and decision-making, workers need to find and apply the relevant knowledge from a barrage of content that is larger and more complex than before - especially difficult because much potentially critical knowledge is 'messy.' Knowledge is often out-of-date (expired or not encompassing today's circumstances), out-of-reach (in someone's head, an obscure database or a co-worker's hard drive) or out-of-touch (not relevant for the individual worker or the task at hand). Meanwhile, managers struggle to improve corporate responsiveness by matching skills and knowledge to activities, even as the required knowledge is fleeting and competition forces compressed cycle times.
Article URL: http://www-1.ibm.com/services/files/ibv_messy.pdf
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