Spanish savings banks: a view on intangibles

We study Spanish savings banks from the point of view of their efficiency, transparency in the disclosure of financial information through the net, and the provision of electronic banking services. Performance indicators are developed using data envelopment analysis and the tools of multivariate statistical analysis. The choice of indicators is framed within the theory of intangible assets. An attempt is made rank savings banks according to their level of achievement in each indicator. Savings banks are shown to be classified into four groups according to the level of achievement in the indicators of transparency and e-service. The relationship between efficiency and profitability is also discussed.     

Critical role of leadership in nurturing a knowledge-supporting culture

This paper addresses the critical role leadership plays in the implementation and facilitation of knowledge management activities. Leadership is particularly important for organizations willing to ‘evolve’ their culture to a knowledge-supporting culture. Organizational culture has been identified as the main impediment to knowledge activities, and therefore leaders should model the proper behaviors causing culture to evolve in a way that enables and motivates knowledge workers to create, codify, transfer, and use and leverage knowledge. In the literature this leadership behavior is referred to as ‘leading through a knowledge lens’. Leading through a knowledge lens has some special characteristics since it is dealing with knowledge workers having specialized expertise. Leading them can be done only by intellectual power, conviction, persuasion, and interactive dialog. It requires skills that build confidence and engagement. Therefore, leaders should establish trust and commitment that will help the knowledge organization to achieve its knowledge and business goals.     

Precariousness under the new psychological contract: the effect on trust and the willingness to converse and share knowledge

This paper argues that the traditional employment relationship based on long-term commitment and reciprocity has been replaced by one which incorporates a high level of precariousness and that individuals form perceptions of the trust they have in the organisation based on their view of the psychological contract. This paper develops a model of these perceptions and develops six propositions about an individual's level of trust in the organisation, management and fellow workers and their belief that their expectations will be progressively met and that they will be compensated in the long term for their contribution. These perceptions and the six propositions developed in the paper have profound ramifications for the willingness of individuals to converse and potentially to share their knowledge with others for the benefit of the organisation, because high levels of trust will be needed before individuals will be predisposed to start to converse and exhibit a willingness to share their knowledge.     

Knowledge management and intellectual capital: an empirical examination of current practice in Australia

This paper reports the findings from a survey conducted in Australia to explore current practices relating to knowledge management (KM) and intellectual capital (IC). A systematic approach in the form of the intellectual capital web guided the research. Findings revealed that KM was perceived to be more about developing knowledge culture than about managing organisational processes and structure. IC was perceived to be more about human capital than about customer capital and organisational capital. It can therefore be concluded that human capital holds the greatest importance for KM and IC. However, when facilitators for knowledge creation and knowledge sharing were rated, organisation structure was perceived to be more important than organisational culture and information technology. For KM practices, participants indicated that more attention was paid to training and developing employees and less to measurement and reward and incentive issues. The importance of aligning the management of IC and KM was perceived to be more important than the difficulty of doing so.     

Personal knowledge management: supporting individual knowledge worker performance

Based on an exploratory study of the work and learning processes of highly skilled and experienced knowledge workers, this paper explores an alternative perspective to knowledge management, one that focuses on how individual workers apply knowledge processes to support their day-to-day work activities – broadly characterized as problem solving – and learning practices. Developing the concept of Personal Knowledge Management, the paper presents an emergent model that links distinctive types of problem solving activities with specific cognitive, information, social and learning competencies, supported by an individual, social and organizational enablers.     

Looking to the Internet for models of governance

If code is law then standards bodies are governments. This flawed but powerful metaphor suggests the need to examine more closely those standards bodies that are defining standards for the Internet. In this paper we examine the International Telecommunications Union, the Institute for Electrical and Electronics Engineers Standards Association, the Internet Engineering Task Force, and the World Wide Web Consortium. We compare the organizations on the basis of participation, transparency, authority, openness, security and interoperability. We conclude that the IETF and the W3C are becoming increasingly similar. We also conclude that the classical distinction between standards and implementations is decreasingly useful as standards are embodies in code – itself a form of speech or documentation. Recent Internet standards bodies have flourished in part by discarding or modifying the implementation/standards distinction. We illustrate that no single model is superior on all dimensions. The IETF is not effectively scaling, struggling with its explosive growth with the creation of thousands of working groups. The IETF coordinating body, the Internet Society, addressed growth by reorganization that removed democratic oversight. The W3C, initially the most closed, is becoming responsive to criticism and now includes open code participants. The IEEE SA and ITU have institutional controls appropriate for hardware but too constraining for code. Each organization has much to learn from the others.     

Knowledge characteristics of communities of practice

This paper proposes a typology of communities of practice based on their knowledge characteristics. The structure of a community of practice, in terms of knowledge, may tend to the stratified or to the egalitarian. The predominant knowledge activity of the community may be sharing or nurturing. This produces four classes of community of practice. The paper identifies and discusses examples of these classes. It is argued that the class to which a community belongs tends to determine the rapidity with which knowledge within the community evolves and the degree of pluralism, as opposed to homogeneity, that the knowledge exhibits. The paper concludes by discussing some of the implications of the typology for knowledge management practice.     

A sensemaking model of knowledge in organisations: a way of understanding knowledge management and the role of information technologies

The objective of the paper is to demonstrate how a sensemaking model of knowledge enables better and deeper understanding of knowledge management (KM) processes in organisations and the role of information technologies (IT) in these processes. Inspired and informed by a sensemaking view of organisations, the model identifies four types of knowledge, corresponding to four sensemaking levels: the individual, collective, organizational, and cultural. Each knowledge type, as the paper shows, is of different nature and has different characteristics but is constituted and affected by all other knowledge types. An organisation is thus seen as a ‘distributed knowledge system’ composed of numerous instances of these four knowledge types and their dynamic interplay. By drawing from three empirical studies, the paper illustrates how the sensemaking model of knowledge can be applied to investigate different ways companies (try to) manage knowledge and use IT-based systems to improve KM and ultimately company performance. A deeper understanding of these processes through the lens of the model reveals mechanisms and forces underlying KM phenomena that help explain why some processes were successful and others failed. The paper intends to make the following contributions: propose a theoretical framework of knowledge and KM in organizations, which is reasonably comprehensive and empirically grounded and also demonstrate its relevance and usefulness to both researchers and practitioners as they investigate and make sense of specific KM processes and IT applications in practice.