THE DIFFICULTY OF FINDING EXPERTS - Implementation Process of Corporate Yellow Pages

Stéphanie Gretsch, Heinz Mandl, Jan Hense


Knowledge management (KM) has often been identified as one of the most important challenges for sustained organizational success. A number of theoretical models and practical projects to improve KM have been developed, but were unsatisfactory and took a general approach while neglecting a specific implementation process for KM. This paper presents a systematic implementation process for a KM initiative based on a needs analysis, which was conducted in an international biotechnological company. The implementation process comprises three phases: Diagnosis of KM problems and goal setting of a specific intervention; design and development of this intervention; and rollout of the intervention. The phases comprises three empirical studies: a needs analysis (study 1), a study on design and development (study 2), and an effect analysis after the rollout (study 3). Results of study 1 show that there are needs for improving the documentation, communication and utilization of knowledge about specific expertise of individual employees and experiences with projects. To fulfil these requirements it was decided to design and develop an expert finding system “corporate yellow pages” (study 2). Finally the paper will give an outlook on the effects of corporate yellow pages concerning the utilization, acceptance, individual and organizational effects (study 3).


  1. Akhavan, P., Jafari, M. & Fathian, M., 2005. Exploring Failure-Factors of Implementing Knowledge Management Systems in Organizations, Journal of Knowledge Management Practice, Vol. 10, No. 1.
  2. Chin, J. P., Diehl, V. A. and Norman, K. L., 1988. Development of an instrument measuring user satisfaction of the human-computer interface. Proceedings of SIGCHI 7888, (pp. 213-218), New York: ACM/SIGCHI.
  3. Chua, A. & Lam, W., 2005. Why KM Projects Fail: a Multi-case Analysis, Journal of Knowledge Management Vol. 9, No. 3, pp. 6-17.
  4. Cross, R., Parker, A., Prusak, L. & Borgatti, S. P., 2006.
  5. Eppler, M. J., 2003. Making Knowledge Visible through Knowledge Maps: Concepts, Elements, Cases. In C. Holsapple, Handbook on Knowledge Management, 1. Knowledge Matters, Berlin: Springer, 2003.
  6. Finke, I. & Will, M., 2003. Motivation for Knowledge Management. In K. Mertins, P. Heisig & J. Vorbeck, Knowledge Management. Concept and Best Practices. Berlin: Springer.
  7. Frappaolo, C., 2006. Knowledge Management. Southern Gate Chichester: Capstone, 2006.
  8. Gediga, G., Hamborg, K-C., & Düntsch, I., 1999. The IsoMetrics Usability Inventory: An operationalisation of ISO 9241-10, Behaviour and Information Technology, 18, 151 - 164.
  9. Hanley, S. & Malafsky, G., 2003. A Guide for Measuring the Value of KM Investments. In C. Holsapple, Handbook on Knowledge Management, 2. Knowledge Directions, Berlin: Springer.
  10. Helm, R. Meckl, R. & Sodeik, N., 2007. Systemizing Knowledge Management Success Factors Based on Empirical Research (Systematisierung der Erfolgsfaktoren von Wissensmanagement auf Basis der bisherigen empirischen Forschung), Zeitschrift für Betriebswirtschaft 77, 2, S. 211-241.
  11. Hense, J. & Mandl, H., 2010. Knowledge Management and Evaluation (Wissensmanagement und Evaluation) (Studientext Seminar Bern). Ludwig-MaximiliansUniversität München Empirische Pädagogik und Pädagogische Psychologie.
  12. Hofmann, K., Balog, K., Bogers, T. & de Rijke, M., 2010. Contextual Factors for Finding Similar Experts, Journal of the American society for information science and technology, Vol. 61, No. 5, pp. 994-1014.
  13. Idinopulos, M. & Kempler, L., 2006. Do You Know Who Your Experts Are? In L. Prusak & E. Matson (Hrsg.), Knowledge Management and Organizational Learning: A Reader (S. 334-340). Oxford: Oxford University Press.
  14. Lehner, F., 2008. Knowledge Management. Basics, Methods and Technical Support (Wissensmanagement. Grundlagen, Methoden und technische Unterstützung), München: Hanser, 2009.
  15. Lin, C.-Y., Ehrlich, K., Griffiths-Fisher, V. & Desforges, C., 2008. SmallBlue: People Mining for Expertise Search. IEEE Multimedia, 15 (1), 78-84.
  16. Nielsen, J., 1994. Usability engineering [Updated ed.]. San Francisco, Calif: Morgan Kaufmann Publishers.
  17. Polanyi, M., 1966. The Tacit Dimension. Routledge and Kegan Paul: London.
  18. Probst, G., Raub, S. & Romhardt, K., 2010. Managing knowledge: how companies are using their most valuable asset. (Wissen managen: Wie Unternehmen ihre wertvollste Ressource optimal nutzen.) Wiesbaden: Gabler.
  19. Reinmann-Rothmeier, G., Mandl, H., Erlach, C. & Neubauer, A., 2001. Learning Knowledge Management (Wissensmanagement lernen). Weinheim: Beltz.
  20. Schwartz, D. (Hrsg.), 2006. Encyclopedia of Knowledge Management. Hershey: Idea Group Reference.
  21. Soliman, F. & Spooner, K., 2000. Strategies for Implementing Knowledge Management: Role of Human Resources Management, Journal of Knowledge Management, Vol. 4, No. 4, pp. 337-345.
  22. Stapelkamp, T., 2007. Screen- and Interfacedesign. Screen- und Interfacedesign. Design and Usability for Hard- and Software (Gestaltung und Usability für Hard- und Software), Berlin: Springer, 2007.
  23. Tiwana, A., 2000. The Knowledge Management Toolkit. Practical Techniques for Building a Knowledge Management System. NJ: Prentice Hall, 2000.
  24. Winkler, K. & Mandl, H., 2007. Implementation of knowledge management in organizations. Learning Inquiry, 1, (71-81).
  25. Woudstra, L. S. E. & Van den Hooff, B. J., 2008. Inside the Source Selection Process: Selection Criteria for Human Information Sources, Information Processing & Management, Vol. 44, pp. 1267-1278.

Paper Citation

in Harvard Style

Gretsch S., Mandl H. and Hense J. (2011). THE DIFFICULTY OF FINDING EXPERTS - Implementation Process of Corporate Yellow Pages . In Proceedings of the International Conference on Knowledge Management and Information Sharing - Volume 1: KMIS, (IC3K 2011) ISBN 978-989-8425-81-2, pages 48-56. DOI: 10.5220/0003637500480056

in Bibtex Style

author={Stéphanie Gretsch and Heinz Mandl and Jan Hense},
title={THE DIFFICULTY OF FINDING EXPERTS - Implementation Process of Corporate Yellow Pages},
booktitle={Proceedings of the International Conference on Knowledge Management and Information Sharing - Volume 1: KMIS, (IC3K 2011)},

in EndNote Style

JO - Proceedings of the International Conference on Knowledge Management and Information Sharing - Volume 1: KMIS, (IC3K 2011)
TI - THE DIFFICULTY OF FINDING EXPERTS - Implementation Process of Corporate Yellow Pages
SN - 978-989-8425-81-2
AU - Gretsch S.
AU - Mandl H.
AU - Hense J.
PY - 2011
SP - 48
EP - 56
DO - 10.5220/0003637500480056