Architecture of Technological Solutions for Knowledge Management

As is well known, optimal knowledge management always includes consideration of three components: culture, process, and computing (technology). We have chosen to delve deeper this time into the technological component, taking a macro view of the big picture: the architecture of solutions.

Let us preface by saying that the solutions are numerous. Even more numerous are the vendors knocking on the organization's doors when they come to sell a "knowledge management solution." One sells "carpets," the second "blocks," while the third sells "whales" altogether. How do you compare them when they are not comparable? How do you decide where to invest from the budget pie, which is always shared among all subjects and always limited?

First Stage: Filtering Vendors

The first stage is to filter out vendors that do not sell knowledge management solutions. The emergence of such vendors is a positive development. The knowledge management topic is "trendy," and therefore, branding products as knowledge management solutions is desired by many.

Second Stage: Deciding on Investment Type

The second stage is to decide what type of investment we desire. In principle, there are three groups of knowledge management solutions:

1. Technological Infrastructure Solutions

These are solutions that are not specific to a particular content domain, but provide a platform on which different knowledge management solutions can be built to meet various needs and defined domains. The classic example of such a solution is the organizational portal.

• Main characteristic: Technology-oriented

• Main advantage: One solution can suit many needs

• Main disadvantage: Not specifically adapted to any content domain, and therefore not always complete; not integrated into the work process

2. Horizontal Solutions

These solutions provide answers to defined knowledge management needs, but can also suit varying content domains. Classic examples of such solutions include those for investigation and lessons learned extraction, as well as solutions for managing knowledge communities.

• Main characteristic: Solves a defined process problem (process-oriented)

• Main advantage: Includes consideration of cultural, process, and technological aspects

• Main disadvantage: Not specifically adapted to any content domain; not integrated into the organizational operational process

3. Dedicated (Vertical) Solutions

These are solutions that provide a response to a defined business or organizational problem within a specific content domain. Examples include tools for customer service management or an insights repository in project management.

• Main characteristic: Content domain-oriented

• Main advantage: Provides a complete cultural, process, and technological solution that integrates into the work process; easier to demonstrate the benefit derived from knowledge management since a problem/need is fully resolved

• Main disadvantage: Limited to the defined need. Difficult to generalize for additional purposes

Integration of Solutions

Of course, solutions may integrate, as shown in the diagram. A dedicated solution will be implemented, in certain cases, on top of a technological infrastructure.

The choice must be made, as mentioned, where it is appropriate for the organization to focus resources at a given time. Each organization is suited to prioritize a different solution (short/long term, existence of defined needs, etc.).

Third Stage: Specific Focus

In the third stage, a specific focus must be decided upon. If the direction is technological infrastructure, the organization's main bottleneck must be identified (e.g., document management, content access, portal, etc.). If the solution is horizontal or dedicated, again, there must be a focus on a specific process or content domain where knowledge management is more critical.

Conclusion

Remember, knowledge management is not a "project": it has a beginning but no end. The technological choice, which is part of the broader focus on knowledge management, is actually about setting priorities: where is it appropriate to invest efforts now? It is clear to everyone that in the distant future, most organizations will adopt solutions of all types.

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