[e-mail]

1
?????????????
??????????? ?????????? ??????????????????

• ???
• ?????????????
• pnhsieh_at_ccms.ntu.edu.tw
• 2001?7?20?

2
????Ladder of Understanding
??(wisdom)
??(knowledge)
??(information)
??(data)
-- Paul Evan Peters, Director of the Coalition
for Networked Information
3
?????

• ???? (Implicit Knowledge Tacit Knowledge)
• Know-How
• ???
• ?????????????????????????????
• ????????????
• ??????

• ????(Explicit Knowledge)
• Know That/What
• ???
• ????????????????
• ??????????
• ???????

4
?????
(??)
5
???????
6
???????????,?????????,??????????
???????John Chambers
7
???????

• ??
• ??
• ??

• ???
• ??
• ???/?????

8
??????????

• ???????
• ???????
• ???????
• ????????????

• ????????
• ????????
• ????????
• ????????

9
????
??????(knowledge gap)

• ????
• ????

• ????(??)
• ??Intranet
• ??Internet
• ???? (??)
• ??Intranet
• ??Internet

10
??????
11
????????

• ????
• ????
• ????(Best Practice)
• ???KM
• ????????
• ???????????????
• ????????????
• ??????gt??
• ??????

12
??Levis,????

• 1997????4??????13???
• 1998?????13
• 1999????11???,??5,900?
• ?????????????????,????(???????)

13
Lets Make Things Better????????????,????????,?
????????,????????????????????????

• ??????
• (Customer Relationship Management, CRM)

14
CRM

• Wall Mart
• ??????
• ??????
• ?????????
• ?????????,???????38
• ????

15
?????????????(???)

• ??????
• ??? (23?)
• ???? (7)
• ?????? (5)
• ??? (4)
• ??? (1)
• ????
• ???????????

16

• ??????,??????
• 4F(5?6?7?8?9?)????????????
• ?????????????????

17
????????(???)

• 10?????????
• 9???????????????????????????
• 8??????????
• 7?????????
• 6??????
• 5????
• 4?????????????????
• 3??????????????

18
??Log????

• ????????????
• ???????????(??)
• ????
• ??
• ???(???????)
• ????
• ????
• ?????
• ????

19
CRM

• Benetton Group
• ???????????
• ?????????
• ????????,?????????
• ????????????,????????,????,??????
• ???????

20
???? San Louis Public
Library
??????????????!
21
San Antonio Public Library
22
San Antonio Public Library
23
???????????????!
24
?????!
????
????
????
????
?????
????
?????
25
????
26
????????? ?3??http//www.epaper.com.tw(?????)
27
Internet?????

• 19921995To be or not to be (present)!
• ??????(??)
• 19951998To do or not to do (transaction)!
• ??????
• 1998 To p or not to P (personalize)!
• ?????????
• ?????

?????e?????????????????????538(??89?12?),?13?
28
?????????

• ?????????,?????????,??e??
• ??????????????
• ??????
• ???????
• ??????????
• ???
• ??????????????
• ?????????????????

??????
???????
29
(No Transcript)
30
??????????
31
http//www.lib.duke.edu
32

33
(No Transcript)
34
??????,??????
35
????
36
??????
37
????
38
???
39
????????
40
????????????

• ????
• ?????????
• ?????????????
• ???????

41
????????????
42
?????????

• ?????????
• ?????
• ??????????
• Amazon???????(???????10off )
• ?? (????????????)

43
(No Transcript)
44

• Wall Wart??

45
Water boys
46
????,????????,???? ????
????,????????,????? ????
47
???????
????
48
?????????

• ????
• ???

49
??????????

• FAQ

50
?????
51
????

• ??????????
• ???????
• CKO

52
?????????

• KM ??K??M ?K????
• K ???,???????????CKO
• M???,????????????CKO
• K survey
• K???(domain knowledge)
• ????????
• ???????
• ????????????????

53
K Survey

• Input ? Process ? Output
• Input domain knowledge
• KM????????????,????????????
• ????????????????????(?????????????)
• ????????????????????(?????????????)
• ?????????????
• ????????????(?????????)

54
Putting Knowledge To Work

• KM ???IT???,???????????,?????????,???????????
• (????,????????)

55
??????????????

• ?,?,?.?????.
• ??????????(knowledge marketplace)

56
?????????????

• ?????
• ?????
• ???????
• Dell????????????????
• ??????????
• ??????
• FAQ
• ???????
• ??????????????
• ???amazon

57
?? 96 ?? 98 ?? 100

• ???????????--????? A ? Z ???? 1 ? 26
  ???,(A1,B2...,Z26)
• ???????(KNOWLEDGE)???? 96 ?(11141523125475
  96)
• ?????(HARDWORK)???? 98 ?(811842315181198)
  
• ?????(ATTITUDE) ?????100? (12020920214510
  0)
• ?????????????

58
?????,?????