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Chapter 10  Change management

 6 

If knowledge is to be more widely shared and more readily created and used, there 

is an implication that innovation in process and probably service or products will 

also ensue and indeed should be sought. There are different types or levels of 

organizational KM systems: at the lower level, expert practitioners simply make 

available their operating routines and information. At the second level, the new 

knowledge is used as a basis for the shift in the kind of products and services 

offered to customers.

Using collaborative approaches for knowledge management

Throughout this book we have discussed the power of social media approaches in digi‑

tal communications. As we highlighted in the case study on Suncorp in Chapter 1, these 

approaches are increasingly used within business. Here are some approaches:

● 

Use of content management systems such as Microsoft Sharepoint Server for managing 

intranet content.

● 

Use of internal blogs where staff can blog about project work in different categories.

● 

Use of microblogging using tools like Yammer, which has been dubbed Twitter for 

business.

● 

Use of social networks within a business. Google+ is increasingly used for this since it can 

be limited to external staff.

● 

Use of wikis, as shown by Case study 10.2.

Case Study 10.2

Using collaborative tools to support knowledge management  

at   Janssen-  Cilag  Australia