Most knowledge managers have discovered that search engines don’t completely solve the problem of finding information in large electronic collections. Traditional organization schemes, such as the Dewey Decimal System for libraries, are too general for business applications. The fact is that no single tool or professional discipline offers a comprehensive solution, and the problem occurs at all levels in the organization - on the desktop, at the business unit, and in the enterprise. So how do you design a learning process that is technology-neutral, solves a specific business problem, and promotes inter-departmental knowledge transfer? This article describes our work with clients using a Web-based format that combines one-on-one coaching, Lab work, and peer-to-peer collaboration.

Why do people want to learn?
Our clients tell us that they are usually involved in one of three scenarios:

1. The company has just installed a new search engine or content management system, and they must create a “taxonomy” to make it function properly.

2. A poorly designed Web site is getting complaints from users or not meeting revenue expectations.

3. Organizing information has become a priority as the result of a specific event or problem (e.g. an “intelligence” failure that results in a lost sale or an unexpected disaster).

The first scenario presents the most challenging learning environment because the company is locked into a specific technology, and time is usually at a premium. The third scenario provides the most conducive learning environment because the business objective is clear, the focus is on the problem not the technology, and it’s often a team effort.

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Created on October 25, 2004 l Updated on March 9, 2006