图书馆在知识管理中的角色（The Role of Libraries in Knowledge Management ）

The Role of Libraries in Knowledge Management 图书馆在知识管理中的角色
Hwa-Wei Lee
OCLC Visiting Distinguished Scholar
Dean Emeritus, Ohio University Libraries
李华伟
俄亥俄大学图书馆荣誉馆长
OCLC图书馆计算机联网中心杰出访问学者
Does library have a role in knowledge management? 图书馆在知识管理中的角色如何？
The management of information and knowledge has long been regarded as the domain of libraries.
信息和知识的管理长久以来被当作图书馆的首要职责
Librarians and information professionals are trained to be experts in identifying, selecting, organizing, repackaging, disseminating, and helping users to access information and knowledge.
图书馆员和信息专业人员是信息和知识查询、选择、获取、组织、储存、再包装、传播和為讀者服务經過训练的专家
Why is knowledge management needed now? (1) 为什么要进行知识管理?
Exponential growth in human knowledge as a result of interaction with the advancement of science and technology.
科學和科技發展及其交互影響的結果造成了人類知識的快速成長.
The fast expansion of Internet and World Wide Web enabling the dissemination and access of a growing body of digital information and knowledge in cyberspace.
由于英特网及万維网的快速發展促成了对于电子太空中不断增加的数字信息及知识的传递和获取。
The recognition of the importance of both explicit and tacit knowledge to an organization.
认识到显形知识和隐形知识对一个机构的重要性.
Why is knowledge management needed now? (2) 为什么要进行知识管理?
Changing concept from “knowledge is power” to “knowledge sharing is power”
从“知识是力量 ” 改为“知识共享是力量 ” 的觀念。
In the knowledge age of the 21st century, organizations, especially those in the business sector, are trying to capitalize on their organizational intelligence to maintain their competitive edge.
在廿一世纪的知识时代里 大多数的商业机构都争箸要重用机构的才智来保证在竞争上占优势。
Librarians, armed by our professional knowledge and experiences, should not take a back seat in the movement toward KM.  Instead, we should be in the drivers seat.
图书馆员不应该坐视知识管理的发展，而是要用专业知识和经验来武装自己，作知识管理的驾驭者 。
What is knowledge management? 什么是知识管理？
It is much more than information and data management.
它比信息和数据管理更广.
It is also much broader in scope than information technology.
它的范围也比信息技术更大.
It is the process in which relevant and useful knowledge is identified, organized, merged, synthesized, and used creatively.
它是把有关及有用的知识经过确定 ，组织 ，合并， 综合， 和创造性使用的过程.
Goals of knowledge management 知識管理的目標
To make certain that knowledge will be
   要確保知識的
Accumulated   累積
Accessible   獲取
Navigated   導航
Developed   開發
Shared    共享
Renewed and created 創新
Preserved   保存
What is the process of knowledge creation and use? 什么是知识创造 和使用过程  ？
It is “a continuum where data transforms into information, information transforms into knowledge and knowledge drives and underpins behavior and decision-making.”
知識的創造及使用是一個從數据轉變為信息，信息轉變為知識，及由知識驅動所支持的人類行為和決策的一個連續的流程.
Stephen Abram, “Post information age positioning for special librarians: Is knowledge management the answer?” Information Outlook (June 1997), 20-21.
Abram’s definition of data 對于數据所下的定義
Data are raw facts that have no context or meaning on their own.
數据是沒有加工過的事實，它自身沒有預設的內涵或意義.
The key success factors in data management are implementing standards and quality control procedures to allow the data to be used effectively and confidently.
采用標准化及質量控制的程序以使得數据能夠被有效地及有信心地使用是數据管理成功的主要因素.

Abram’s definition of information 對于信息所下的定義 
Information is a tangible representation of data or knowledge within a specific context—usually in some end-user oriented product like a book, magazine article, or study.
信息是數据或知識特殊內涵的有形体現 --- 通常以書刊文章，或學習等与使用者有關聯的產品出現 .
The key success factor is the effectiveness of the representation in communicating the information.
信息在溝通上的有效体現是信息成功的主要因素.
Abram’s definition of knowledge 對于知識所下的定義
Knowledge is information in context of an individual’s role, learning behavior, and experiences.
知識是信息在個人的角色，學習行為，及經驗的內涵之內 .
The key success factors include the congruity between the information and the individual’s perspective.
信息与個人的看法能夠調和是知識成功的主要因素 .
Data, Information, Knowledge, and Wisdom 數据，信息，知識，和智慧
Data: Scattered, unrelated facts, writings, numbers, or symbols    數据：離散，不相關的事實，文字，數据， 及符號
Information: Selected, organized and analyzed data  
 信息：經過選擇， 組織，分析的相關數据
Knowledge: Information combined with user’s ability and experience and is used to solve a problem or to create new knowledge  知識：与個人能力和經驗結合的信息用來解決問題或創新
Wisdom: Forward looking and thinking based on one’s values and commitment  智慧：基于個人價值与信仰的前瞻性看法和思想
Difference between information & knowledge 信息 与 知識 的區別
Information 信息
Visible 有形的
Independent from action and decision 獨立于行動和決策
Format changes after processing 經過處理改變形態
Physical product 物質產品
Independent from existing environment 与環境無關
Easily transferable 容易轉讓
Can be duplicated 可以複製
Knowledge  知識
Invisible  無形的
Closely related to action and decision  与行動和決策相關
Thought changes after processing  經過處理改變思維
Spiritual product  精神產品
Identified with existing environment  環境改變涵義
Transfer through learning  經過學習才能轉讓
Can’t be duplicated  無法複製
Can knowledge be managed? 知識可否被管理？
There are concerns that knowledge can not and should not be managed – when “manage” is seen as “control”.
有人認為知識不可以被管理也不應該被管理， 尤其是把管理當作控制。
Others, however, sought to take a process view to define knowledge management.
 然而, 其他人却寻求用发展过程的观点来定义知识管理.
For example, Jan Duffy defines it as “a process that drives innovation by capitalizing on organizational intellect and experience.”
例如, 简.达菲把知识管理定义为“通过重用组织的智慧和经验来推动革新的过程”
Jan Duffy, “Knowledge management: to be or not to be?” Information Management Journal, v.34 no.1 (Jan.2000), 64-67.
What then, is knowledge management? 知識管理究竟是什么？
 Gartner Group defines it as
“a discipline that promotes an integrated and collaborative approach to the process of information asset creation, capture, organization, access and use.”
甘勒集团把知识管理定义为“一个以整合及协作方式来促进信息资产的创造、捕获、组织、获取和使用过程的一种学科”。

Jim Bair, “Knowledge management is about cooperation and context,” Gartner Advisory Services Research Note. May 14, 1999.

What are the key processes in knowledge management? (1) 知識管理的主要程序是什么？
As proposed by P. Galagan:
下面是一组由加拉更提出的知识管理程序 :
Generating new knowledge
创造新知识
Accessing knowledge from external sources
利用从外部资源所获得的知识
Representing knowledge in documents, databases, software and so forth
用文件、数据库、软件等形式来表现知识
Embedding knowledge in processes, products, or services
把知识渗透到加工过程，产品或服务之中
What are the key processes in knowledge management? (2) 知識管理的主要程序是什么？
Transferring existing knowledge around an organization
把现有的知识传遍整个组织
Using accessible knowledge in decision-making
在做决策时要使用到所有可能得到的知识
Facilitating knowledge growth through culture and incentives
通过組織文化和獎勵来促进知识的成长
Measuring the value of knowledge assets and the impact of knowledge management
测量知识资产的价值和知识管理的效果
P. Galagan, “Smart companies (knowledge management),” Training and Development, v.51 no.12 (1977), 20-25.
How to increase the value of knowledge? 如何增加知識的價值？
Closely related to the needs of users  与用戶需求密切相關
High accuracy of information in solving problems  解決問題的資訊準確度要高
Sufficient information coverage 充足的資訊覆蓋量
Help users to eliminate uncertainty  幫助用戶排除不確定性
The right information at the right time, place, and for the right person  在合適的時間，地點將合適的資訊給合適的用戶
The strategic model of KM 知識管理的戰略模式
Integrated strategic plan    整體的戰略規劃
Knowledge management system  知識管理系統
Mechanism for knowledge renewal  知識創新機制
Customer-centered management  以客戶為中心的管理
Mechanism for knowledge sharing  知識共享機制
Increased value of intellectual capital  智力資本增值
Relationship between libraries and knowledge management 图书馆和知识管理的关系
As a learning organization, libraries should provide a strong leadership in KM.
作为一个学习组织，图书馆应该在知识管理中起带头作用
Unlike those business organizations whose goal of KM is for competitive advantage, most public, academic and research libraries have a different orientation and value.
与那些把知识管理运用于竞争优势的企业组织不同，大多数的公共，学术和研究图书馆都具有不同的使命和价值观
The most important mission of public, academic and research libraries is to expand the access of knowledge for their users.
公共，学术和研究图书馆的最重要使命就是为其读者扩大知识的获取
What are the achievable KM activities in libraries? 那些是圖書館可行的知識管理活動？
We will look at each of the following areas:
請看以下各項活動：
Knowledge resources management
知识资源的管理
Human resources management
人力资源管理
Resources sharing and networking
资源共享和联网合作
Information technology development
信息技术的发展
User services
用户服务
Knowledge resources management (1) 知识资源的管理
Develop resources access strategies from printed to electronic and digital resources in concert with a library’s mission and charges.
要发展与图书馆的使命和职能够保持一致的资源获取策略从纸张印刷型到电子和数字型。
Change from ownership to access and from just in case to just in time.
从“拥有”  到 “获取”，从“万一” 到 “及时 ” 这种概念的改变。
Knowledge resources management (2) 知识资源的管理
Survey and analyze the needs of users.
調查及分析使用者的需求 。
Develop cooperative acquisition plans through networked consortium.
經由联网的圖書館合作组织发展一个合作选购的计划。
Create an integrated online public access catalog (OPAC) to include both internal and external resources.
建立一个集成的网上公共获取目录，包括馆内和馆外的知識資源。
Knowledge resources management (3) 知识资源的管理
Go beyond explicit knowledge.
要超越显形知识 。
Develop means to capture tacit knowledge.
要設法獲取隐形知识 。
Use the library web site to serve as a portal for all sources of selective and relevant knowledge and information whether explicit or tacit, whether on site or remote, and in all formats.
图书馆的网站应该作为所有筛选过的和相关的知识的窗口，不论是显形的和隐形的，现场的和远距离的，及各种形式的资源。
What are the differences between explicit and tacit knowledge? (1) 显形知识 与 隐形知识 的不同之處
Explicit knowledge –
显形知识--
is documented and public.
是经过文献处理及公开的。
is structured, fixed-content, externalized, and conscious.
是结构的，内容固定的，外在的，及有意识的 。
What are the differences between explicit and tacit knowledge? (2) 显形知识 与 隐形知识 的不同之處
Tacit knowledge –
隐形知识--
is personal, undocumented, context-sensitive, dynamically-created and derived, internalized, and experience-based.
是个人的，没有经过文献化的知识；受內涵影响的，由動力所創造及驅動的，内部化的，及以经验为基础的。
often resides in the human mind, behavior, and perception.
经常存在人的大脑中，行为上，及概念里。

                                              -- Adopted from Jan Duffy’s definition.
An example of good practice 一個好的實用例子
As a part of its KM activities, Arthur Andersen Business Consulting has developed a highly useful web site: KnowledgeSpace.
作为知识管理活动的一个部分，勤业管理顾问公司设计了一个利用率非常高的网站：“知识空间”
   <http://www.KnowledgeSpace.com/splash>
It is updated frequently.
所提供的资讯经常更新
User feedbacks are encouraged
鼓励用户反馈各种意见

Three types of knowledge are provided in KnowledgeSpace 知识空间提供三种类型的知识
News – important company news and hot topics of interest to all staff members worldwide.
新闻：公司的主要新闻和分布在世界各地工作人员所感兴趣的热门话题。
Resources – contains Global Best Practices, Ask Network, and Community Resources.
资源：它包括“全球最好的作业”, “咨询网”, 和“社区资源”.
Connections – for active interactions and discussion by special interest groups across organizational structure and departmental lines.
连接：专供组织内部结构及跨部门的各个特别兴趣小组彼此交流和讨论之用。

The front page of KnowledgeSapce “知识空间” 的首頁
<http://www.KnowledgeSpace.com/splash>
<http://www.arthurandersen.com/WebSite.nsf/Content/Homepage?OpenDocument>

Knowledge resources management (4) 知识资源的管理
Many libraries have developed their own type of KnowledgeSpace.
圖書館已經發展了它們自己獨特的“知識空間”。
Through each library’s intranet, a variety of internal documents, reports, minutes, statistical analyses, policies and procedures, manuals, best practices, lessons learned, library news, personnel actions, etc. can be made available to all staff members.
全体工作人员可以通过图书馆的内部网絡獲得本馆內部文件、报告、会议記录、统计分析、政策和程序、操作手册，“成功的经验”、“失败的教训”、内部通告、图书馆新闻、员工活动、培训和员工发展机会等等。
Some of these may also be made accessible to the general public.
有些信息也可以開放給公眾使用。
Knowledge resources management (5) 知识资源的管理
A great amount of expert knowledge is possessed by people inside and outside of each library.
图书馆的馆员和用户拥有大量的专家们所具有的知识。
This knowledge should be inventoried, indexed, and updated regularly and be made searchable and accessible through electronic databases created and maintained by each library.
这种专门知識应该编入目录和索引，并且不断地更新，使其通过图书馆创建并维护的电子数据库可以检索及找到。

Human resources management (1) 人力资源管理
The knowledge and experiences of library staff are the intellectual assets of any library and should be valued and shared.
图书馆馆员的知识以及所积累的经验构成了各类图书馆的智慧资产，应该受到重视和共享。
An organizational culture for sharing of knowledge and expertise should be cultivated with appropriate rewards and incentives.
使能形成一种共享知识和专业技术的组织文化，并实施恰当的奖励和鼓励。

Human resources management (2) 人力资源管理
Such an organizational culture can only be established by a strong leadership and commitment from the library director and a shared vision of the library staff.
一个强调合作、共享和革新的组织文化环境只有在图书馆馆长的有力领导下，及在图书馆馆员达成共识的前题下，才能建立起来。
As a learning organization, opportunities for continuing education and training should be provided for all staff members.
作为一个学习的组织，图书馆应為其全体员工提供继续教育和在职培训的机會。
Human resources management (3) 人力资源管理
Libraries should also encourage the transfer of knowledge and experience from experienced staff to new staff members.
图书馆还应该鼓励有經驗的馆员把丰富的知识和经验传授给新馆员。
Mentoring system for new staff.
建立一个辅导制度来帮助新馆员向有经验的馆员学习。
Informal seminars and brownbag sessions.
安排非正式的研讨会和餐叙。
Sharing lessons learned, best proctices, etc.
交流“成功的经验” 和吸取“失败的教训” 。
Intranet special interest groups and chat rooms.
在图书馆内部网页上建立特别兴趣小组和聊天室。

Human resources management (4) 人力资源管理
Using annual performance evaluation and other methods to recognize and reward those staff who share their tacit knowledge and experience through writing, publishing, lecturing, or mentoring.
作为年终考績的一部分，那些通过写作、出版、讲座、或辅导的方式来与他人共享自己的隐形知识和经验的馆员要受到适当的表扬和奖励。
Creating a favorable working environment for better staff retention.
创造一个良好的工作条件和环境，使这些有经验的馆员能够愿意留任。
Resources sharing and networking (1) 资源共享和联网合作
Libraries have had a long tradition of resources sharing and networking.
图书馆具有悠久的资源共享和联网合作的傳統。
 
These have been greatly expanded by the rapid advances in computer, telecommunication, and digital technologies.
計算机、电讯、网絡化、数字技术的迅速发展加快了这方面的扩张。
Resources sharing and networking (2) 资源共享和联网合作
Best examples on resources sharing and networking by libraries are:
圖書館资源共享和联网合作最好的例子 ：
OCLC Online Computer Library Center
OCLC 圖書館計算机联网中心

OhioLINK (Ohio Library and Information Network)
俄亥俄图书馆和信息网絡

OCLC’s Web Site OCLC 的网址
<http://www.oclc.org/oclc/menu/home1.htm>

OhioLINK’s Web Site OhioLINK 的网址
<http://www.ohiolink.edu>

The CORC Project 聯机資源编目合作计划
The Cooperative Online Resource Catalog (CORC) of OCLC should be especially useful for libraries to cooperatively capture digital resources of all types, describe them in a standard format, and make them easily searchable by users.
OCLC 的聯机資源编目合作计划 (簡稱CORC) 對圖書館特別有用。它采用合作方式來獲取各种數字資源， 用一個標准格式來描述, 使讀者易于查詢。
CORC’s Web Sites CORC的网址
<http://www.oclc.org/oclc/corc>

<http://corc.oclc.org>
 (This site requires a user ID and password to enter.) 這個网址需要有 ID 及 password 才可以進入。

Information technology development (1) 信息技术的发展
The latest information technology should be used as an enabler to create well-designed and operational knowledge management systems.
想要推动知识管理的执行，就必须有一个计划周详，可操作的知识管理系统，来使用最新的信息技术。
In a networked environment, maximum connectivity, compatibility, and interoperability should be considered among cooperating libraries.
在网絡环境中，参加同一联盟的图书馆要协调选择一个通用的系统，使合作图书馆之间能够最大限度地连通及兼容。
Information technology development (2) 信息技术的发展
Intranet technology should be used to support KM efforts for sharing internal knowledge.
应该使用图书馆内部的互联网絡，通过文件/产品的共享，以及教训和最好的经验的收集与出版来支持知识管理。
Internet functions should be used for knowledge exchange with users and others.
互联网絡的功能也应该用来为用户、知识者(教授、研究员和课题专家等)、出版商、政府机构、商业和工业、以及其它组织之间做为知识交流之用。

User services (1) 用户服务
Know your users should come first.
了解用户至为重要，应为首务之急。
This information can be gathered from:
這种信息可從以下方式獲得：
Statistical analysis of user registration data.
从用户注册数据库的统计分析 
Circulation and interlibrary loan records
流通和馆际借阅记录
Most frequently asked reference questions
最常问的参考咨询问题
Telephone and e-mail services
电话和电子信件服务
Use of electronic journals and digital resources
电子刊物和数字化资源的使用等
User services (2) 用户服务
All user services should be tailored to suit individual needs.
所有的用户服务项目都应该符合各人的需要
New publications alert
新出版物的自动通知
Selective dissemination of information
挑选的信息提供服务
User satisfaction and need should be collected through user surveys.
通过定期的用户调查来收集用户的满意程度和要求
Similarites between KM and IM 知識管理与信息管理共同之處
Classification and search/retrieval
 分類与檢索
Ordering and integration
 整序与整合
Selection and filtering
 選擇与過濾
Use and sharing
 應用与共享
Analysis and evaluation
 分析与評價
Differences between KM and IM 知識管理与信息管理的差異
Knowledge management 知識管理
Focus on knowledge renewal and creation  以知識創新為中心
Action oriented 注重動態過程
People- and customer-centered 以人和用戶為核心
Emphasis on utilization and sharing  注重應用与共享
Add value to knowledge resource 知識資源增值
Information management 信息管理
Focus on information organization 以信息組織為中心
Prefer  static objects  注重靜態對象
Document- and information centered  以文獻信息為核心
Emphasis on processing and preserving  注重加工与保存
External orderliness  外部形態整合
Conclusion (1)  结论
In the business world, KM has been regarded as strategically important for organizations to gain a competitive advantage over the competitors, to add value to their products, and to win greater satisfaction of their customers.
在企业界，知识管理一直被当作各个组织能够获得超越其对手的竞争优势，增加其产品的价值、赢得其客户最大满意程度的主要策略。
In the library world, KM is as important for libraries as for businesses minus the competitive, proprietary, and moneymaking concerns.
知识管理对图书馆向对企业界一样地重要，只是图书馆不存在竞争、所有权和想办法赚钱的问题。
Conclusion (2) 结论
Many new positions have been created for KM:
在企业组织中有許多新创立的职位：
Chief Knowledge Officer (CKO)  主要知识官员
Knowledge Manager  知识经理
Knowledge Management Specialist  知识管理专家
Library and information professionals with vision, leadership, and know-how should be most suitable for the CKO positions.
具备远大目光，领导才能，及专业知识的图书馆员及信息专家应该是最适合擔任主要知识官员职位的。

Conclusion (3) 结论
Library schools should work closely together with libraries
圖書館學院應該与圖書館一起來
to design new curriculum,
设计新的课程，
to undertake new studies and researches,
进行新的学习与研究，
to develop new theories and practices, and
发展新的理论与实踐，及
to better prepare the present and future knowledge professionals.
培养更好的现在和将来的知识专业人员

Conclusion (4) 结论
Finally, KM should never be viewed as a way to control the process of knowledge creation.
最后，絕對不要用知識管理來控制知識創新的過程。
Libraries should strive to be an enabler and facilitator by mobilizing all its efforts and resources.
每一個圖書館都應當動員所有的能力与資源來做為知識創造的促成者及協助者。

Georg von Krogh, et al. Enabling Knowledge Creation: How to Unlock the Mystery of Tacit Knowledge and Release the Power of Innovation. New York: Oxford University Press, 2000.

Questions and Discussions 問題  与  討論

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