知識服務

想起過去為學弟翻譯的知識服務一小段落，想說貼一下回憶，看看當時的翻譯水準，想跳樓的感覺油然而生，我果然是個很無聊的古人。

3.2 Knowledge services
The second tier in the KMS architecture model comprises the knowledge services. Knowledge services are supported by technology solutions intended to help achieve the goals of KM directly. The three primary goals are to promote the process of generating new knowledge, encourage the flow of knowledge among organization members and ensure the ease of access to knowledge repositories (Martin, 2000). The underlying knowledge processes of these three KM goals are knowledge creation, knowledge sharing and knowledge reuse.
3.2知識服務
在知識管理系統中結構模型的第二層包含了知識服務，知識服務是用來技援技術上解決的方案，（並預期用來幫助達成知識管理的目標）亦可立即幫助達成知識管理的目標。其中有三個基本的目標：1.促進產生新的知識程序。2.（鼓勵組織成員當中的知識流動）在組織構成要素之中，可支援知識的流程。3.確保可容易的取得知識庫（Martin, 2000）。（而構成三個知識管理的目標過程是知識創造、知識分享和知識的重複使用。）而這三個知識管理目標中的基本知識程序有知識創造、知識共享以及知識重覆使用性。
3.2.1 Knowledge creation
Knowledge is created either through exploitation, exploration or codification. Exploitation refers to the refinement of existing knowledge into new knowledge to achieve improvement in efficiency and effectiveness. Exploration refers to the creation of knowledge through discovery and experimentation (Manor & Schulz, 2001). Codification refers to the articulation of tacit knowledge into formats such as formulae, manuals or documentation that are comprehensible and accessible to others (Sanchez, 1997).
Table3 shows the technologies that support the knowledge creation process.
Codification has been traditionally supported by technology through text documentation. Emerging technologies have augmented text documentation with other media such as digital video and audio (Marwick, 2001). While non-text digital media are currently more difficult to search and browse still, searchable images (Lienhart, Siliva, & Wolfgang, 1997) Meanwhile, work is underway to improve the accuracy of automatic speech recognition (ASR) that seeks to support speaker-independent recognition with unconstrained vocabulary. The aim is to produce text transcription from digital audio to enable browsing and searching (Marwick, 2000).
3.2.1知識創造
知識是經由開發、調查研究或編纂整理所被創造出來的。開發是根據現存的知識去改良成新的知識以達成效率和有效(效能)的進步；調查研究是依據過去發現和實驗所創造出來的（Manor & Schulz, 2001）；而纂集是依據無言的知識接合而成為格式化，像公式、手冊和文件一樣，是可被理解、可接近的（Sanchez, 1997）。
表格3說明了被技術所支援的知識創造程序。
纂集在過去的文件中證明了傳統技術是被支援的，在文件中增加了新式的大眾媒體技術，像數位錄影帶和音響裝置（Marwick, 2001）。（雖然非文字的數位媒體的搜尋和瀏覽目前仍然有許多困難，但透過搜尋找到的影像同時在工作進行中使用ASR來增進準確性，試圖去支援speaker-independent裡不受限制的字彙量，以致力於從數位音樂中產生出文字謄本且能夠瀏覽和搜索）雖在非本文中的數位媒體仍然可搜尋和瀏覽、搜尋影像，但目前還是存有許多困難（Lienhart, Siliva, & Wolfgang, 1997）。同時，

同時，改善工作是在進行中的尋求用不受拘束的字彙支持說者－獨立的承認自動演講承認 （ASR）的準確性。 目標是生產來自數位聲頻的本文抄寫使瀏覽和搜索能夠。（Marwick， 2000）
3.2.2 Knowledge sharing
Knowledge transfer refers to the flow of knowledge from one part of the organization to other parts. If this process is not properly managed , valuable sources of knowledge in the organization will remain local or fragmentary, and internal expertise under-leveraged.　Hence, one important goal of KM is to foster the flow of knowledge among organisation members. Technologies developed for the former purpose are known as social network analysis tools while those developed for the latter are known as collaboration tools. Table 4 summaries the features of these technologies.
An emerging area in collaboration tools is social computing. Social computing is the development of digital systems that are drawn from social information and context to enhance the activity and performance of people and organizations (Thomas,Kellogg, & Erickson, 2001). Its aim is to create social presence among the users. For example, Babble is a social computing system developed by IBM. Babble is similar to a text-based chat system but differs significantly in its ability to make the presence and activities of users visible through an interface known as a social proxy. Initial research at IBM showed that the daily interactions on Babble were able to engender relationships among its users(Thomas et al. 2001).
3.2.2知識共享
知識（傳遞）移轉是依據組織中的一部份（到）和其他部份的知識流程。假設程序無法適當的管理，在組織中有價值的知識來源將（剩下局部）保持地區或由片斷構成，和內部影響較低的專長。因此，知識管理的一個重要目標即是去培養在組織構件之中的知識流程，之前技術發展的目的是瞭解像社會網路分析的工具，之後是瞭解合作的工具。表４摘要出技術的特徵。
在合作工具中有一個新獨立的領域即是社會的電腦，社會電腦是從社會資訊、提高活動情況以及人和組織的表現所發展出來的數位系統（Thomas,Kellogg, & Erickson, 2001）。
它的目標是在眼前的社會之中被創造的使用者。舉例說明，Babble是從IBM發展出來的社會電腦系統，Babble類似於一個基本原文的聊天系統，但比較重要不同的地方在於製作的能力和過去使用者常見的活動界面就如同一個社會的代理。

（在IBM的最初研究中顯示出Babble能夠在每日的互動下和使用者們產生關係）
起始研究在 IBM 顯示了在牙牙之語上的每日的交互作用能夠產生在它的使用者之中的關係（湯姆斯以及其他人。 2001）。
(Thomas et al. 2001)
3.2.3 Knowledge reuse
The term 『knowledge reuse' in the KM literature is largely synonymous with 『information retrieval' in the information management literature. The process of knowledge reuse can be described through four main stages, namely, capturing knowledge, packaging knowledge, distributing knowledge and using knowledge (Markus, 2001). The two salient technologies developed for knowledge reuse, namely, content management and concept mapping are summarized in table 5.
Emerging technologies aim to provide enhanced search capabilities such as increasing knowledge of the user's needs and automatic generation of meta-date (Marwick, 2001). Currently, most search systems gather information about users' needs solely from the query submitted. However, one study has reported that the average number of words in queries submitted to most web-based search services is only 2.3 (Spink, Wolfram, Jansen, & Saracevic 2001). This information is apparently insufficient to build the context of the search or the profiles of the users. Personalisation services, discussed in the next section, seek to address thin issue. The second area of research is related to meta-data generation. The value of meta-data is in encapsulating information about the document that can be used to construct selected views of the information based on the users' requirements (Marwick, 2001).An example of such views is the thematic listing of documents. The future trend is for meta-data to be automatically generated through document analysis and classification.
3.2.3知識重覆使用性
在知識管理文學上「知識重覆使用」一詞主要同義於在資訊管理文學中的「資訊檢索」。知識重覆使用的程序可說明過去四個主要的階段就是：取得知識、包裝知識、分配知識和使用知識（Markus, 2001）。在知識重覆使用中有二種較顯著的技術發展即是，管理內容和概念映像其概述如表5。新獨立的技術目標提高了搜尋的能力像是增加使用者需求的知識和automatic generation of meta-date（Marwick, 2001）。現代，大多數的搜尋系統都是獨自的去收集使用者所需的相關資訊，然而，一項研究調查中大部份網路搜尋服務平均數字是只有2.3（Spink, Wolfram, Jansen, & Saracevic 2001）。對於使用者來說這份資訊是顯然不夠去建立搜尋或描繪的情況。Personalisation services是在下一個部份去討論，搜尋演說的議題。第二個搜尋區域是有關於meta-data generation. meta-data的價值是含概在資訊相關的文件中，並可在使用者的必要條件中挑選資訊基礎的景觀（Marwick, 2001）。一個像景觀的例子是主要文件的項目，將來的趨勢是自動產生過去的文件分析和分類for meta-data。

Table 3表３
Technologies that support the knowledge creation process
技術是支援知識創造程序

Technologies 技術	Description 說明	Examples of deployment 配置的例子
Support knowledge creation through exploitation 過去的開發支援的知識創造	Possesses idea penetration capabilities 持有想法的滲透能力	DynCorp, a military agency, used Poly Analyst to predict personnel retention for its client and was able to better target expensive personnel loyalty programs to the most suitable candidates DynCorp 軍事代理，波河使用分析家對最適當的候選人對比較好的目標為它的客戶預測人員維持而且能夠貴的人員忠誠計畫DynCorp軍火商，使用Poly Analyst預測客戶需要的人員記憶性並且安排昂貴且忠心適合的候選人
	Stimulates thinking and association, which enables users to detect patterns from mounds of data and discover relationships 刺激思考和協會，使使用者能夠發現資料的來自土墩的典型而且發現關係激勵想法與聯想，賦予使用者查覺模式，從資料堆中發現關係。
Support knowledge creation through exploration 過去的調查研究支援知識創造	Possesses simulation capabilities 持有模擬能力具有模擬能力	Boeing, a major player in the aviation industry, used Powersim products to help its managers transit from a make-to-stock to a just-in-time manufacturing process 波音，航空業的一個主要的運動員，使用了Powersim產品幫助它的經理經過從一製造－到－對一個即時製造業的程序存貨。波音，航空業的一個主要對手，使用Powersim幫助公司經理從make-to-stock轉移到just-in-time的製造
	Allows qualitative and quantitative information to be modeled Identifies potential scenarios and effectively communicate complex ideas through graphical representations, animations and flow charts 讓性質上的和數量的資料被仿製識別可能的情節並且有效地透過圖解式的表現，動畫和流程圖溝通複雜的想法提供qualitative和quantitative模型化識別可能的狀況和有效地透過圖解表達流程圖溝通複雜的計畫
Support knowledge creation through codification 過去的編纂支持知識創造	Possesses capabilities to capture and codify knowledge held by experts 持有能力捕獲並且編成法典知識被專家拿著堅持具有能力的專家擷取並有系統的編撰知識	By using Infinos System, a fast-food chain of restaurants was able to capture superior management attitudes and behaviours from its top-performing restaurants and used the tool to coach the rest of the restaurants 藉由使用Infinos系統，餐廳的速食鏈能夠取得（來自top-performing餐廳與使用工具訓練餐廳休息時的高階經理人的看法與態度）來自它的表演頂端的餐廳的優越的管理態度和行為而且使用了工具訓練餐廳的其它部分