war stories 39, 124, 162

wizards 96

working relationship 71

WWITMan 105

Index

Y2K 90

Yellow Pages 10

List of Figures

Chapter II: Knowledge Management

Figure 1: Knowledge Management Framework (From Finerty, 1997; O'Dell & Jackson Grayson, 1998)

Figure 2: Nonaka's Spiral of Knowledge

Chapter III: What is Soft Knowledge?

Figure 1: Community of Practice Characteristics

Figure 2: Soft-Hard Knowledge Duality

Figure 3: The Duality of Participation and Reification (Wenger, 1998, p. 63)

Figure 4: Dimensions of Practice as the Property of a Community (Wenger, 1998, p. 73)

Chapter IV: Going Virtual

Figure 1: Collocated to Virtual Distance (From Lipnack & Stamps, 1997, p. 9)

Chapter V: Living with the CoP—Stage One

Figure 1: Structure of Case Study CoP

Figure 2: The People Involved in Case Study

Figure 3: The Main Events of Case Study Stage One

Figure 4: Polycom

Figure 5: White Screen View

Figure 6: Room Layout for E-Meeting

Figure 7: Mapping WWITMan to Wenger (1998)

Chapter VI: Stage Two—Visiting the American Core

Figure 1: Summary of Events in Stage Two of the Case Study

Figure 2: People in USIT

Figure 3: The Artefact Timeline

Chapter VII: A Look at Other CoPs

Figure 1: ESC Degrees of Participation

Figure 2: ESC Physical Layout

Figure 3: EE-AW

Chapter VIII: Lessons Learned

Figure 1: Overcoming Difficulties

Figure 2: The Importance of the Human Aspect

Figure 3: Participation/Reification Mapped to Soft/Hard

Figure 4: Community Structure and Evolution

Appendix Section

Figure 1: The Affinity

Figure 1: Example Flow Model

Figure 2: Example Flow Model—Detail

Figure 1: Example Sequence Model

Figure 1: Example Sequence Model (continued)

Figure 1: Example Sequence Model (continued)

Figure 1: Example of a Cultural Model

Figure 2: Example of a Cultural Model—Detail

Figure 1: Consolidated Flow Model—Detail

Figure 1: Web of Possible Relationships from Affinity

List of Tables

Chapter II: Knowledge Management

Table 1: Perspectives on the Meaning of Knowledge Management (Adapted from Alavi & Leidner, 1997, p. 13)

Table 2: Sveiby's Knowledge Management Perspectives

Table 3: West-East KM Contrasts (Adapted from Cohen, 1998, p. 24)

Table 4: Autopoietic vs. Traditional View of Knowledge (Adapted from Vicari et al., 1996)

Chapter III: What is Soft Knowledge?

Table 1: Views of Work as Both Tacit and Explicit (Adapted from Sachs, 1995)