The paper ' Customer Knowledge Management' is a great example of a Management Literature Review. Knowledge has been acknowledged as a major source of competitiveness and survival of an organization; a significant strategic resource. Knowledge management can be defined as a methodical procedure of managing knowledge processes, assets, and environments in order to facilitate the creation, sharing, organization, measurement, and utilization of knowledge to achieve the aims of a company (Awad & Ghaziri, 2010). Knowledge is however an elusive concept; its complex nature makes it a challenge to the knowledge management specialists in organizations (Debowski, 2010).
There have been different approaches put in place to help in the process of knowledge management. Among these methodologies, the information and communication technology approach has been most commonly used. Information and communication technology offers exceptional potentials and capabilities for managing knowledge. Efforts in knowledge management can considerably aid groups and individuals share valuable insights related to the company, reduce training time for employees, reduce redundant work, adapt to the ever-transforming environments, and retain intellectual capital (Awad & Ghaziri, 2010). There is also a new cohort of combined tools used for knowledge management known as Web 2.0.
This is a set of applications that are based on the internet which connect network effects by aiding participative and collaborative computing (Stephens, 2007). This paper aims to highlight the various ways by which information and communication technology can be used to aid knowledge management initiatives in companies and also evaluate the role of Web 2 technologies in the same. ICT in Knowledge managementThe concept of coding and transferring knowledge is not new to companies. Organizational policies, training, and employee development programs, reports, routines, manuals, and procedures have been serving the knowledge management function for decades.
The new concept in the knowledge management area is the prospect of using modern information and communication technologies to support the knowledge management processes that include the creation and exchange of knowledge within and between companies (Maier, 2007). The contemporary IT can collect, structure, store, combine, systemize, present, and distribute information to employees.
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