FRANK LEISTNER, Chief Knowledge Officer at SAS Institute, is responsible for driving internal knowledge management within SAS via worldwide initiatives. Before coming to SAS, he worked for Siemens-Nixdorf in a United States–Germany liaison role. He has been driving worldwide knowledge management initiatives within SAS since 1997 and has been a participant of the Harvard Graduate School of Education Learning Innovations Laboratory roundtable since 2003.

• Foreword: The Generations of Knowledge Management xiPreface xvAcknowledgments xixChapter 1 The Human Touch 1Why This Book? 2Terminology and Definitions 7Taking a Holistic View 10Getting into the Flow 17Case Study: ToolPool 18Chapter 2 Getting Started 23Project versus Initiative 23Team Structures 27Strategy and Assessment 28Big Bang or Small 32Chapter 3 Roles 39Who Should Introduce and Drive Knowledge Flow Management? 40Who Should Worry about Knowledge Flow Management? 43Knowledge Intermediaries 50Chapter 4 Basic Requirements for Successful Knowledge Flow Management 57Passionate Initiative Support 57Culture 61Trust 64Executive Support 68Multiple Drivers 71Chapter 5 Driving for Success 75Internal Marketing: The Myth of Build It and They Will Come 75The Pulse 83Keep It Simple 85Go Global: The Power of Scaling 86Motivation 88What If Your Knowledge Takes a Walk? 90Chapter 6 Barriers 93Barriers Hindering the Flow 94Knowledge Is Power: How Long? 97Sharing Knowledge Takes Effort 98I Need Two More Weeks 101Less Can Be More 104Legal Limitations 107Chapter 7 The Technology Trap 111Asset or Pointer? 115Tools: Not Only Technology 118CoPs 118Skills Management 119“Knowledge Bases” 121Portals 122Open Space Technology 124Search 125Stories 126Knowledge Transfer Sessions 127Chapter 8 Measure and Analyze 131Measure to Get What You Want 136Measuring Quality 138Analyze Your Initiative 140Feed It Back 145Chapter 9 Knowledge Flow Management: The Next Generation 149The Role of Web 2.0++ 149Social Media Internally 152What about 2020? 153Special Roles and Jobs 154Stone Age: Creativity Leap through Communities 155Technical Infrastructures 156Chapter 10 Final Thoughts 163Appendix A Key Success Factors 167Appendix B Additional Resources 171About the Author 173Index 175