ABSTRACT
It is believed that most tacit knowledge and expertise contained in the minds of domain experts and in the policies, processes, structures, and culture of the organization, can be explicitly represented in software and be made available to all employees. This chapter shows how much of these human and manual artifacts can be recreated and enhanced on-line using innovative IT. By applying innovative IT to support KM, the authors believe that leading-edge organizations can achieve market leadership, customer intimacy, superior operational performance, as well as higher profit margins. Powerful system navigation and information exploration tools such as those developed by Shneiderman are available that use flexible keyword search, hypermedia, the dynamic visual querying, and the tree maps. The most dramatic performance gains will come from the deployment of Integrated Performance Support Systems that provide employees with coordinated services for task information, advice, training, job aids, reference, and administrative and personal resources to meet the organizational and individual needs.
