Notes

Outline

Electronic Reference & Knowledge Management Arthur Hendricks Kimberly Willson-St. Clair

What Is Knowledge? Justified true belief.  --Plato Knowledge is the capacity for effective action.  --Senge Knowledge is information that is relevant, actionable and at least partially based on experience.  --Leonard

What Is Knowledge Management? Knowledge sharing versus knowledge hoarding Enabling knowledge creation by cross-lateral communication & taking risks Cultural shift towards multi-level leadership & a learning organization Encouraging the social life of information exchange

Leadership & Change “Leadership is the ability of people in an organization to initiate and to sustain significant change, to work effectively with the forces that shape change.” – Senge Enabling leadership and knowledge creation only occurs with the support & vision of Administration.  --Nonaka

What Is Electronic Reference? Encompasses the realm of electronic communication: Telephone Email Virtual Reference Desk (real-time chat) Video Conferencing

Percentage of Email Users

Questions Per Month

Email Reference at PSU Library History & Implementation Workgroup Benchmarking User Survey Staff Survey Urban 13 (21)

Subject Fields @ Aska

Best Practices Taxonomy Interface Design Cross-training Marketing Communication

Communication Map

Project Management Map

Information Resource Management Vaporware Research Proprietary Rights Knowledge Management Editor Taxonomy Work in Progress

VRD Research and Networking Conferences Consortia Software Evaluation

Further Study Evaluate Surveys Empathic Design Analysis of VRD Pilot Write a Paper