A Framework for Collaboration and Knowledge Management

Two of the most heralded recent Information Technology (IT) advances are Knowledge Management (KMS) and Collaborative Information Systems (CIS), yet neither has become a mainstream part of how many companies and knowledge workers (KWs) accomplish real work on a daily basis. We propose here two conceptual hierarchies for each of these new technologies that we believe independently may provide a structure for organizations and individuals to assess their current level of capability in each area. Further, we assert that the two hierarchies are complementary and can be integrated to provide a framework for IT capability in terms of Intellectual Bandwidth (IB.) In this paper we describe the two hierarchies and then present the integrated framework and introduce the concept of IB as the sum of an organizations’ CIS and KMS capabilities. Finally we map sample technolgies into the framework and explain how the technologies enable individuals, teams and oganizations to achieve various levels of KIS and CIS capability. Future research in this area will focus on developing and validating constructs and measures of IB in terms of both KMS and CIS. Introduction KMS and CIS both attempt to deal with the ever increasing amount of data, information and knowledge that our hyperconnected business environment is making available. As organizations attempt to use IT to manage knowledge and enable teams to work together in more efficient and effective ways than ever before, two important trends have made KMS and CIS increasingly important. First, the proliferation of data and information that bombards individuals and organizations has made attention a critical resource. Second, computer networks have enabled individuals, groups and even organizations to communicate and work together in new ways that are changing the very structure of organizations. Results of these two trends include an increase in the number of individuals, groups, and organizations with whom we communicate and work on a regualr basis, increased variety in the number and types of IT-supported tasks in which we participate, and an increased need for IT-based tools to perform tasks, communicate, and manage knowledge for future use. Data and Information Overload As we have moved into the information age, the number and types of communication messages we receive has increased at an ever-increasing pace. Figure 1 shows the results of the 1999 Pitney Bowes Survey of 800 KWs. 0-7695-0981-9/01 $1 0-7695-0981-9/01 $10 Figure 1. Pitney Bowes Survey Results 1999 1998 1984* Telephone Calls 52 20 E-mails 36 4 Voicemails 23 0 S-Mails 18 10 Interoffice Memos 18 11 Faxes 14 0 Post-its 13 5 Message Slips 9 4 Pager Messages 8 0 Cell Calls 4 0 Express Mail 7 0 Total 202 190 54 *Estimated Specific details for 1998 were not available, however the results show an increase in the number of messages from 190 in 1998 to 202 in 1999. One author estimated the number of messages by format they received in 1984, and the results show a dramatic increase in both the total number of messages and the variety of formats. The Pitney Bowes Survey also found that the percent of people with six or more interruptions per hour rose from 40% in 1998 to 45% in 1999. In Addition today we receive messages from a variety of other sources including: • Team Databases (NOTES/ICL TeamWare) • Search Engine Results • Videoconferences • Agents • Digital Documents • Web Pages • Discussion Groups (News/Usenet/etc) • Advertising (Email/Web-based/TV/Radio) • Tacit Knowledge • Face-to-face Meetings • Hallway Conversations • Cable Television News • Print Media (USA Today, Web Week, etc.) There is little doubt that both the amount and type of communication events we experience has increased dramatically over the past two decades. Some authors [47, 54] have begun to question whether or not all this information is really useful or if it is just junk. Economist Herbert Simon has stated that “Attention” has become the critical resource of the information age. Somehow we must digest all this data and information and organize it into meaningful and useful knowledge, and then through wisdom make intelligent decisions and judgments about what to do. The result has been the rise of KMS and CIS as