Good practical advice about knowledge management. The best bit: "'Knowledge' is one of those words that sound great... But the real question is: knowledge to what end? ... The systems must start and end as all business initiatives should, with a focus on delivering top-line growth, improving operations, and increasing profit margins." In other words, knowledge management systems should be designed from the point of view of what will be used (and how it will be used), not of what will be captured and stored. That comes later.
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