Measuring the ROI of Knowledge Management 2nd edition

Dave SnowdenFounder and chief scientific officer, Cognitive Edge Stan GarfieldKnowledge Management Author, Speaker, and Community Leader James GunnKM consultant at Tacit Connexions Tim HawleyAssociate director, Arup Hélène RussellHélène Russell of TheKnowledgeBusiness specializes in helping organizations to grow and improve profitability, by helping them to understand and improve their knowledge systems. Hélène is the author of the Law Society’s Knowledge Management Handbook and Legal Monitor’s Practical Projects in Legal KM. She teaches open and in-house courses in knowledge management and also offers coaching, mentoring, and advice. She also runs Knowledge Network UK, the only regional knowledge sharing and networking group for law firm KMers in UK. Hélène has spoken extensively on KM for Ark, Butterworths, UWE, Bristol Law Society, Allice, and at Knowledge Network UK, and has written regularly for Managing Partner Magazine. After a decade as a solicitor with a major regional firm specializing in clinical negligence defense litigation, eight years in knowledge management and having recently obtained an MBA with distinction, she has a unique, deep understanding of how knowledge flows helps law firms and professional services organizations.

• Executive summaryAbout the authorsChapter 1: Understanding the knowledge economy- Economic value drivers- Develop a competitive advantage- Measuring the value of knowledgeChapter 2: Knowledge management business case arguments- KM – It’s the law/in the contract- Creating new markets- Creating a unique capability- Creating strategic advantage- Improving process productivity/incremental improvement 11- Lessons learned programmes 13- Encouraging knowledge sharing 14- KM in support departments 15Chapter 3: Using a Knowledge Audit as the basis for determining and driving the ROI of Knowledge Management- An introduction to using a Knowledge Audit- Designing the knowledge audit- K-Audit questions- K-Audit analysis- Determining the business benefitsChapter 4: The application of Artificial Intelligence to support the value of organisational knowledge and assist the knowledge ROI- The current marketplace- Benefit themes- Decision making- The importance of design- AI and business cases- AI adding extra value to knowledge - SummaryChapter 5: Measurement of KM projects – A practical guide for busy people- The value and difficulty of measuring- Where to start with KM measurement- Who: Understanding the audience for the measurement- How: Deciding on the practicalities of measurement - SummaryChapter 6: Believing in organisational progress using data and anecdotes- Social return on investment- Expanding the ROI approach - ConclusionChapter 7: The case against ROI for knowledge management - The right focus - Literature review Chapter 8: Winning the war by avoiding the battles – Focusing on the I in ROI- Embedded KM- Design to zero- Reuse what exists- DIY KM- SummaryChapter 9: An ecological approach to understanding impact in knowledge management practice- Key scientific insights- New ways of thinking and acting- Conclusion