MANAGING KNOWLEDGE
& ARTIFICIAL
INTELLIGENCE (AI)
CHAPTER 7
7.1 MANAGING KNOWLEDGE
+ Knowledge management & collaboration systems –
fastest growing areas of corporate & government
software investment
+ Explosive growth in research on knowledge &
knowledge management in the economics,
management & IS fields
+ Knowledge management is an importance theme at
many large business firms
Cont…
+ The firm’s value depends on the firm’s ability to create, &
manage knowledge
+ Well-executed knowledge-based projects will produce
extraordinary returns on investment
Important Dimensions of Knowledge
Data &
Knowledge Wisdom
Information
Data & Information
+ What is DATA?
🠶 A raw & unorganized fact
🠶 Required to be processed to
make it meaningful
🠶 It always interpreted, by
human or machine
🠶 Examples: facts, observations,
perceptions numbers,
characters, symbols, image &
etc.
Cont…
+ What is INFORMATION?
🠶 A set of data
🠶 Its is processed, structured, or
presented in given context to
make it meaningful & useful
🠶 It may provide answers to
questions like who, which, when,
why, what, & how
🠶 Examples: Information about
which college is best suit for your
degree applications, with
affordable price fee, extra
benefits or etc.
How DATA become INFORMATION?
DATA DATA DATA
Processed & Interpreted for example using software or programmed systems
application according to requirement
INFORMATION
Knowledge
+ What is KNOWLEDGE?
🠶 Produced as a result of understanding information that has
been given to us
🠶 It can be acquiring & remembering a set of facts, or the use of
information to solve problems
Two [2] types of Knowledge
Explicit Tacit
Knowledge Knowledge
Explicit Knowledge
+ This is knowledge that is easily articulated, documented, and
shared. It can be readily written down or expressed in words and
numbers.
+ Explicit knowledge is easily shared and can be systematically
organized, making it valuable for education, training, and
decision-making.
Example of Explicit Knowledge
🠶 Technical Specifications:
Details about a product, such as the processor speed of a
smartphone, its battery capacity, or the features of a mobile plan.
🠶 Policies and Procedures:
A company's employee handbook outlining workplace policies,
rules, and procedures for various tasks.
🠶 Training Manuals:
Instructional guides or manuals that provide step-by-step
processes for performing specific tasks or using certain software.
Cont…
🠶 Statistical Data:
Market research reports that contain data on consumer
preferences, demographics, and purchasing behavior.
🠶 Documentation:
Written reports or articles on best practices in project
management, technology implementation, or customer service
strategies.
🠶 Formulas and Theories:
Mathematical formulas used in engineering or scientific research,
such as E=mc² or formulas for calculating interest rates.
Cont…
🠶 Product Specifications:
Details about a car model, such as fuel efficiency, safety ratings,
and features like Bluetooth connectivity.
🠶 Legal Documents:
Contracts, terms of service, and other legal agreements that
outline rights and obligations.
Tacit Knowledge
+ This is knowledge that is personal, context-specific, and
harder to formalize. It includes insights, intuitions, and
experiences that individuals may have but find difficult
to express.
+ Example:
🠶 Examples of Tacit Knowledge: Personal experiences with
customer service, feelings about network reliability, or
preferences based on personal experiences, which may not be
directly asked in your questionnaire.
Example of Tacit Knowledge
🠶 Personal Experience:
A seasoned chef knows how to adjust seasoning in a dish based
on taste and texture but may find it difficult to describe the exact
process to someone else.
🠶 Intuition:
An experienced salesperson can sense when a customer is
interested or disengaged during a conversation, allowing them to
adjust their approach accordingly.
Cont…
🠶 Skill Acquisition:
A skilled musician develops a unique style or technique through
years of practice, which may be challenging to articulate to a
beginner.
🠶 Interpersonal Skills:
A teacher’s ability to connect with students and understand their
emotional needs is based on intuition and experience rather than
a formal methodology.
Cont…
🠶 Problem-Solving:
An engineer might have an intuitive grasp of troubleshooting a
complex system based on past projects, but may not have a
systematic way to explain their reasoning.
🠶 Cultural Understanding:
A person raised in a specific culture may possess an
understanding of social norms, values, and unspoken rules that are
hard to express to outsiders.
Cont…
🠶 Creativity:
An artist’s creative process, including their sources of inspiration
and personal techniques, may be difficult to articulate, relying
more on instinct than on explicit guidelines.
🠶 Situational Judgment:
A manager’s ability to navigate office politics and team dynamics
is often based on years of experience and observation rather than
documented rules.
Wisdom
+ What is WISDOM?
🠶 It is a thought to be the collective & individual experience of
applying knowledge to the solution of problems
🠶 It involves where, when & how to apply knowledge
7.2 Major Types of Knowledge
Management System
Enterprise- Wide
Knowledge Work
Knowledge Intelligent Techniques
Systems
Management System
Specialized workstations & systems
General-purpose firmwide effort to Tools for discovering patterns &
that enable scientists, engineers &
collect, store, distribute & apply applying knowledge to discrete
other knowledge workers to create
digital content & knowledge decisions & knowledge domains
& discover new knowledge
Capabilities: supporting
Such as: Data mining, Neural
technologies such as portals,
Such as: Computer-aided Design Networks, Expert systems, Case-
search engines, collaboration tools
(CAD), Visualization, Simulation & based Reasoning, Fuzzy logic,
(email, instant messaging, wikis,
Virtual Reality (VR) systems Genetic Algorithms, Intelligent
blogs & social bookmarking) &
agents
learning management
Enterprise Content Management Systems
+ Capabilities: knowledge capture, storage, retrieval, distribution &
preservation.
+ Such as: corporate repositories of documents, reports,
presentation & best practices.
Benefits of Knowledge Management
System
1. It helps organizations manage structured & unstructured
information.
2. It helps firms improve their business processes & decisions
3. Enable users to access external source of information
(news feeds & research, & communicate via email,
chat/ instance messaging, groups discussion & video
conference)
Cont…
4. Able to manage massive amount of information
required for building mines
5. Reduces the amount of time required to search for
documents, shortening project schedules, improving
quality of decisions & minimizing rework
Knowledge Works System
+ Firm’s specialized systems for knowledge workers
+ It help firms to create new knowledge & ensure this
knowledge is properly integrated into the business
Knowledge Worker & Knowledge Work
+ Knowledge Worker
🠶 People who primarily create knowledge & information
for the organizations
🠶 Have high level of educations & memberships in
professional organizations
🠶 Often asked to exercise independent judgement as a
routine aspect of their work
🠶 Examples: Researchers, designers, architects, scientists
& engineers
Three [3] Key Roles of Knowledge Worker:
+ Keeping the organization current in knowledge as it
develops in the external world—in technology, science,
social thought, and the arts
+ Serving as internal consultants regarding the areas of
their knowledge, the changes taking place, and
opportunities
+ Acting as change agents, evaluating, initiating, and
promoting change projects
Requirements of Knowledge Work
Systems
+ Most rely on office system (word processors, voicemail e-
mail, videoconferencing, & scheduling systems)
+ Highly specialized knowledge work systems with powerful
graphics, analytical tools & communication & document
management capabilities
+ Sufficient computing power to handle sophisticated
graphics or complex calculations
Cont…
+ Feature user-friendly interface to enable users to perform
needed tasks without spend to much time learning how
its works
+ Highly paid so don’t west their time coz so expensive
+ Designed & optimized for specific task to be performed
7.3 Intelligent Techniques: Artificial
Intelligent
+ Artificial Intelligence (AI) & database technology
provide several intelligent techniques
+ Help organizations capture individual & collective
knowledge & to extend their knowledge base
+ AI technology, consist of computer-based systems
(hardware & software) that attempt to emulate human
behavior
Artificial Intelligent (AI) in Business
The
+ Boost revenue
involvement of
+ Improve customer experience
intelligent
computer + Increase productivity &
efficiency
software with
+ Drive business growth &
human-like transformation
capabilities to:
Why should company use AI?
+ Improved Efficiency:
AI can automate repetitive tasks, allowing employees to focus on
more strategic and creative work. This can lead to increased
productivity and reduced operational costs.
+ Data Analysis and Insights:
AI can process vast amounts of data quickly and accurately,
identifying patterns and trends that would be difficult for humans to
detect. This can inform better decision-making and strategic
planning.
Why should company use AI?
+ Enhanced Customer Experience:
AI enables personalized interactions through chatbots,
recommendation systems, and tailored marketing. This leads to
higher customer satisfaction and loyalty.
+ Predictive Analytics:
AI can forecast future trends and behaviors based on historical data.
This helps companies anticipate customer needs, manage inventory
effectively, and optimize marketing strategies.
Why should company use AI?
+ Cost Reduction:
By streamlining operations and automating tasks, AI can significantly
reduce labor costs and minimize errors, leading to savings in various
business processes.
+ Competitive Advantage:
Companies that leverage AI can gain a significant edge over
competitors by innovating faster, improving efficiency, and providing
better customer service.
Why should company use AI?
+ Scalability:
AI systems can handle increased workloads without a proportional
increase in costs, allowing businesses to scale operations more
effectively as demand grows.
+ Enhanced Decision-Making:
AI provides real-time data and insights that help leaders make
informed decisions quickly, adapting to market changes and
consumer preferences.
Why should company use AI?
+ Risk Management:
AI can help identify potential risks and fraud by analyzing patterns in
data, allowing companies to take preventive measures before issues
arise.
+ Innovation:
AI can drive innovation by enabling the development of new
products and services, enhancing existing offerings, and improving
business models.
Example of AI used in Business
Personalized &
AI in Customer Business
Targeted
Service Intelligence
Marketing
Product
Recommendation Natural Language
& Predictive Processing
Analytics
Benefits of AI in Business
Automation
of processes
More +ve results from marketing
activities & increased revenue
Better understanding of customers &
improved experience of services offered
Fraud
detection
Improved & more
reliable customer service
Challenges
Data Scarcity
• Work with large amount of data are required to train the model in
Machine learning
Algorithm Bias
• The illustrates a major challenge of AI, depicting how bad the
algorithm can function when trained on biased data
• Such as: AI face recognition software in Microsoft & Amazon
being detected as biases software of the ethnic, racial & gender
Cont…
Limitations in current computing capability
Issues of threats to data security & privacy
• Since the use of AI involves the collection of
sensitive information of people)
Business that have Transformed
Operations with AI
Alibaba
+ Used AI to predict product customers may want to
purchase & to also automatically create product
descriptions
+ Used AI to predict demand for reducing estimated time of arrival &
efficiently
GRAB
+ Used AI to matching riders & drivers for reducing church rate
+ Analyzes user preferences and previous orders to suggest meals and
restaurants to customers.
+ AI-powered chatbots to assist users with queries, complaints, and
support requests, improving response times and customer service
efficiency.
Cont…
+ US their AI recommendation,
Amazon automated factories and the Amazon
Alexa digital assistant
Tesla + Used AI for their autonomous vehicles
Microsoft + Used AI for in their power BI and the
Azure machine learning platform
Ethical Issues in Information Systems
+ Ethical concerns related to the use of information
systems in organizations encompass various aspects that
affect both the organization and its stakeholders.
Here are some key ethical issues:
01 02 03 04
Privacy and
Algorithmic
Data Data Security Digital Divide
Bias
Protection
Surveillance Responsibility
Intellectual Misuse of
and and
Property Technology
Monitoring Accountability
05 06 07 08
01 Privacy and Data Protection:
+ Personal Data Collection: Organizations often collect
sensitive personal data. Ethical concerns arise regarding
how this data is collected, stored, and used.
+ Informed Consent: Users may not be adequately
informed about how their data will be used, leading to
concerns over consent.
02 Data Security:
+ Breach and Misuse: Organizations have an ethical
obligation to protect sensitive data from breaches.
Inadequate security measures can lead to unauthorized
access and misuse of personal information.
+ Responsibility for Breaches: Organizations must consider
their responsibility in the event of a data breach and
how they communicate this to affected individuals.
03 Digital Divide:
+ Access Inequality: The use of information systems can
widen the gap between those who have access to
technology and those who do not, leading to social and
economic disparities.
+ Exclusion of Certain Groups: Ethical issues arise if
organizations do not ensure their systems are accessible
to individuals with disabilities or those lacking digital
literacy.
04 Algorithmic Bias:
+ Fairness and Discrimination: Algorithms used in decision-
making processes can perpetuate biases, leading to
discrimination against certain groups based on race,
gender, or socioeconomic status.
+ Transparency: Organizations should be transparent
about how algorithms operate and make decisions to
mitigate ethical concerns.
05 Intellectual Property:
+ Copyright and Ownership: The use of information systems
raises questions about the ownership of digital content
and the ethical use of copyrighted materials.
+ Plagiarism: Ethical concerns exist around the potential
for plagiarism and unauthorized use of others' work in
digital formats.
06 Surveillance and Monitoring:
+ Employee Monitoring: Organizations may monitor
employee activities through information systems, raising
ethical concerns about privacy and trust.
+ Informed Awareness: Employees should be informed
about monitoring practices and the extent of
surveillance.
07 Misuse of Technology:
+ Cyberbullying and Harassment: Information systems can
be used for unethical practices, such as cyberbullying or
harassment, which organizations must address.
+ Fraud and Deception: The potential for using information
systems to commit fraud or deception raises ethical
concerns.
08 Responsibility and Accountability:
+ Decision-Making: Organizations must consider the
ethical implications of decisions made by automated
systems and ensure accountability for those decisions.
+ Stakeholder Impact: Ethical considerations should
include the impact of information systems on all
stakeholders, including customers, employees, and the
community.
What other measures should you take to
solve problems
+ To address the ethical concerns related to the use of
information systems in organizations, a variety of
measures can be implemented.
+ These measures focus on protecting privacy, ensuring
fairness, maintaining transparency, and fostering
accountability.
Below are key strategies:
01
Strengthening
02 03 04
Addressing
Data Privacy Improving Data Promoting
Algorithmic Bias
and Protection Security Digital Inclusion
and Fairness
Policies
Ethical Fostering
Intellectual
Employee Responsible Use Accountability
Property
Monitoring and of Technology and Ethical
Protection
Surveillance Decision-Making
05 06 07 08
01 Strengthening Data Privacy and
Protection Policies:
+ Data Encryption and Security: Implement robust encryption
techniques to protect sensitive data both in transit and at rest,
preventing unauthorized access.
+ Compliance with Regulations: Adhere to data protection
regulations such as GDPR (General Data Protection Regulation) or
CCPA (California Consumer Privacy Act) to ensure data is
handled ethically.
+ Informed Consent and Transparency: Clearly inform users about
data collection practices, providing them with options to opt-in or
opt-out. Ensure transparency about how data will be used,
shared, and retained.
02 Improving Data Security:
+ Regular Security Audits: Conduct frequent security audits to
identify and address vulnerabilities in the system, ensuring data
remains protected from breaches.
+ Employee Training: Train employees on cybersecurity best
practices to avoid accidental breaches, phishing attacks, or
misuse of data.
+ Incident Response Plans: Establish a robust incident response plan
to manage data breaches quickly and ethically, including
notification procedures to inform affected users.
03 Promoting Digital Inclusion:
+ Equal Access to Technology: Develop programs that help bridge
the digital divide by providing access to technology and training
to underprivileged groups.
+ Accessible System Design: Ensure information systems are
designed with accessibility in mind, following standards like WCAG
(Web Content Accessibility Guidelines) to accommodate users
with disabilities.
04 Addressing Algorithmic Bias and
Fairness:
+ Bias Audits and Testing: Regularly audit algorithms for biases and
discriminatory outcomes. Use diverse datasets to minimize
algorithmic bias.
+ Algorithmic Transparency: Provide clear explanations of how
algorithms work, especially in decision-making processes like hiring
or lending, ensuring that these systems are not used to
discriminate against certain groups.
+ Human Oversight: Integrate human oversight in key decisions
made by algorithms to mitigate errors and ensure ethical
outcomes.
05 Intellectual Property Protection:
+ Strict IP Policies: Implement and enforce strict intellectual property
(IP) policies that respect the rights of content creators, ensuring
proper attribution and preventing plagiarism.
+ Licensing and Usage Rights: Use only properly licensed software
and digital content, adhering to fair usage rules and copyright
laws.
06 Ethical Employee Monitoring and
Surveillance:
+ Employee Awareness and Consent: Ensure employees are aware
of and consent to monitoring practices. Use monitoring tools
ethically and only for legitimate purposes, such as productivity
tracking or security.
+ Privacy Safeguards: Implement privacy safeguards, ensuring that
monitoring respects personal privacy and is not intrusive.
+ Balance Between Privacy and Security: Organizations should
balance the need for security with respect for individual privacy,
avoiding excessive surveillance.
07 Responsible Use of Technology:
+ Cyberbullying and Harassment Policies: Establish strict policies and
systems to detect and address cyberbullying, harassment, or other
unethical behavior that may occur via organizational information
systems.
+ Zero Tolerance for Fraud: Develop mechanisms to detect and
prevent fraud, ensuring that technology is not used to deceive or
harm stakeholders.
08 Fostering Accountability and Ethical
Decision-Making:
+ Clear Ethical Guidelines: Develop clear ethical guidelines for the use
of information systems, ensuring employees understand their
responsibilities and the ethical implications of their actions.
+ Accountability Frameworks: Create accountability frameworks that
specify who is responsible for decisions made by automated systems
and ensure these individuals are held accountable for the outcomes.
+ Ethical Review Boards: Establish internal ethical review boards to
oversee the implementation and use of new technologies, providing
a forum for discussion of potential ethical issues.
Class Activity: How strong is your
password?
Task:
1) Choose 3 special words that are meaningful to you.
2) Add another 3 unique integers.
3) Based on the 3 integers, capitalize the nth letter of each
word. Use the last number as a symbol at the end of your
password.
4) Create your password by following steps 1 to 3.
5) Check your password strength at
[[Link]
you the one 085
youtHeoNe%
Time to crack your password:
Kent - 13 hours
Stephen - 4 months
Calvin - 129 years
Yeo - 13 century
Lo - 35 Thousand years
Sam - 1 Years