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Social-Network toolkit

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Executive summary			1
	Social capital, networks and third-generation KM 1		1
		Social capital	3
		Networks	5
		Social software and social-networking applications	6
		Third-generation knowledge management	7
	Summary: The intersection of knowledge and networks		10

1. Why networks matter			13
	Social networks and organisational performance		13
	Communities and teams		14
		Team effectiveness	16
		Communities of practice	17
	Improving individual performance		18
		Social capital and performance	19
		Personal networking	19
		Invisible work	20
	Knowledge networks at the business-process level		21
		Innovation	21
		Process networks	22
	Strategic level		23
		The value of relationships	24
		Relationships in the marketplace	25
	Network-effects level		26
		Knowledge is in networks	27
		The network is the resource pool	28
	The leadership, trust and liking factors		29
	Summary		30

2. Network structures, patterns and views			31
	Understanding network patterns		31
		Roles	33
		Strong versus weak ties	35
		Structural holes	36
	Network shapes		37
	Network metrics		38
		Degrees	38
		Density	39
		Distance and reach	40
		Betweenness, closeness and power	40
	Types of networks		41
	Supplementing views of networks		44
		Demographics	44
		Homophily and propinquity	45
	Changing the patterns in networks		45
		Increasing the number of connections	45
		Balance the use of direct and indirect ties	46
		Decentralise	46
		Fill in structural holes	46
		Increase diversity	46
	Summary		48

3. Applying networking practices to knowledge problems in the business			49
	Organisational networks		49
		Team building	49
		Communication assessment	51
		Connecting vital knowledge	53
		Finding the key connectors	53
		Leadership networks	54
		Performance benchmarking	55
		Mergers and acquisitions	56
		Connectivity within communities of practice	57
		Distribution of core competency across the corporation	58
		The lost-knowledge problem	58
	Summary		60
	Personal networks		60
	Networks in the world		62

4. Networking practices from the KM toolkit			65
	Managing in complexity		65
		Complicated and complex	66
		Network interventions	67
		Things to remember about interventions	67
	Creating connections		68
		Project and community assignments	68
		Face-to-face events	68
		Personal networking	69
		Guidelines and norms	70
		Establishing brokers; filling structural holes	71
	Enhancing network ties		71
		Personal knowledge networking	73
		Integrating knowledge networking into learning practices	74
	Creating awareness		75
		Leadership development	76
	Creating networks		77
		Communities and networks of practice	77
		Project networks	78
	Software and the knowledge network		79
		Expert locator and discovery systems	79
	Social software		82
		Collaboration tools from the second generation of KM	83
		Presence and real-time interaction	84
		Blogs	85
		Wikis	87
		Applications for social-network referral	87
	Summary		91

5. Network-analysis methods and tools			93
	Step 1. Establish the business goal		93
	Step 2. Frame the network boundary and dimension		93
	Step 3. Communication		94
	Step 4. Collect the data		94
		Surveys	95
		Ethnographic network data	97
		Activity capture	97
		Custom data collection	99
		Web mining	99
	Step 5. Network-analysis software		99
		Input data for programs	101
	Step 6. Preliminary scan		102
	Step 7. Validate and explore the network		102
	Step 8. Review and communicate insights		102
	Step 9. Select key areas of focus		102
	Step 10. Select the appropriate KM practice		102
	Moving forwards from the baseline		102

6. Conclusion			105
	Future thinking		105
		Technology changes	105
		Dynamic network analysis	106
		Cultural changes	106
		Changes to organisational scope	107
	Acknowledgements		107

Reading and resources			109

Index			117

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