Putting the human touch into knowledge management

Abstract

Purpose

The paper aims to describe the development of a practical approach to the provision of knowledge facilitation in a major research organisation.

Design/methodology/approach

The paper examines the UK's Defence Science and Technology Laboratory and its Knowledge Services Department's approach to knowledge facilitation.

Findings

The ready availability of information/subject experts in the organisation encourages effective information gathering and use, together with the informal creation of knowledge networks running in parallel with the formal ones within the organisation.

Practical implications

Defines pragmatic and effective services, philosophy and tools introduced to improve the effective use and reuse of information and corporate knowledge. In addition there is a steady move from the provision of standard services to an information consultancy environment.

Originality/value

Redefines the role of library and information services to meet twenty‐first century needs.

Citation

Thornton, S. and McCracken, C. (2005), "Putting the human touch into knowledge management", VINE, Vol. 35 No. 3, pp. 149-155. https://doi.org/10.1108/03055720510700645