Introduction

• Brief explanation of knowledge management (KM)

Knowledge Management (KM) refers to the set of strategies, processes, and practices that
organizations use to capture, store, share, and leverage their knowledge assets for various
purposes, such as decision-making, innovation, and competitive advantage. KM involves various
aspects of knowledge, including explicit knowledge (codified and documented knowledge) and
tacit knowledge (personalized and experiential knowledge). KM is a multidisciplinary field that
draws on various theories and practices, including information science, organizational behavior,
cognitive psychology, and social network analysis. KM has become increasingly important in the
digital age, as organizations must manage large amounts of data and information and leverage
emerging technologies such as artificial intelligence (AI) for more effective knowledge
management practices.

• Importance of KM in organizations

KM is important in organizations for several reasons:

1. Retaining knowledge: As employees leave organizations or retire, they take their

knowledge with them. KM ensures that critical knowledge is captured, shared and retained
within the organization, rather than being lost forever.

2. Innovation: Organizations that successfully manage their knowledge can use it to foster
innovation. By having a better understanding of their knowledge assets, organizations can create
new products, services, and processes that give them a competitive advantage.

3. Increased efficiency: Knowledge sharing within an organization can lead to greater

efficiency. Employees can avoid wasting time on tasks that have already been done by others,
and can quickly find the information they need to perform their jobs effectively.

4. Better decision-making: Access to relevant knowledge can help organizations make

better decisions. When decision-makers have access to the right information at the right time,
they can make more informed decisions that are likely to lead to positive outcomes.
5. Improved customer service: Organizations that are able to manage their knowledge
effectively can provide better customer service. By having access to relevant information about
customers, organizations can better understand their needs and provide more personalized
service.

• Relationship between KM and artificial intelligence (AI)

There is a strong relationship between knowledge management (KM) and artificial intelligence
(AI) as both are related to the management and manipulation of knowledge. AI can play a crucial
role in the implementation of KM strategies, particularly in terms of automating knowledge-
related tasks and improving the accuracy and efficiency of knowledge-related processes.

AI can help in the creation and extraction of knowledge by analyzing data and identifying
patterns and trends that might not be immediately apparent to humans. Additionally, AI can
assist in the organization, categorization, and storage of knowledge, making it easier to retrieve
and utilize. AI-powered chatbots can also provide quick and efficient customer service, answer
frequently asked questions, and suggest solutions to common problems.

Furthermore, AI can help in the development of knowledge-sharing cultures within organizations

by providing personalized recommendations to employees and connecting them with relevant
experts and resources. In this way, AI can help organizations to become more agile and adaptive,
better able to respond to new challenges and opportunities, and ultimately more successful in
achieving their goals.

I. Understanding Knowledge Management

• History and development of KM as a discipline

The concept of knowledge management (KM) has been around for many years, but it wasn't until
the 1990s that it began to emerge as a distinct discipline. The origins of KM can be traced back
to the work of Peter Drucker, who wrote extensively about the importance of knowledge workers
in the modern economy. However, it wasn't until the rise of the internet and the explosion of
digital data that KM began to gain widespread attention.

In the 1990s, a number of influential books and articles were published that helped to define KM
as a discipline. These included "The Knowledge-Creating Company" by Ikujiro Nonaka and
Hirotaka Takeuchi, "Intellectual Capital" by Thomas A. Stewart, and "Working Knowledge" by
Thomas H. Davenport and Laurence Prusak. These works helped to establish the key principles
of KM, such as the importance of capturing and sharing knowledge, creating a culture of
continuous learning, and using technology to facilitate knowledge sharing.

Since the 1990s, the field of KM has continued to evolve and grow. Today, there are many
different approaches to KM, including knowledge sharing, knowledge creation, knowledge
transfer, and knowledge preservation. These different approaches reflect the diverse needs and
challenges of organizations in different industries and sectors. However, at its core, KM remains
focused on the goal of harnessing the power of knowledge to create value for organizations and
individuals.

• Philosophical issues raised by KM: ontology, epistemology, human agency, methodology,

and ethics

ChatGPT

Philosophical issues are at the core of knowledge management (KM). These issues are central to
understanding the nature of knowledge, how it is acquired and transmitted, and how it can be
managed effectively. Some of the philosophical issues raised by KM include ontology,
epistemology, human agency, methodology, and ethics.

Ontology deals with the nature of existence, including the existence of knowledge. In KM,
ontology is concerned with the definition of knowledge and how it can be categorized. It seeks to
answer questions such as "What is knowledge?", "What are the different types of knowledge?",
and "How can knowledge be classified?".

Epistemology is concerned with the nature of knowledge, including how it is acquired, validated,
and justified. In KM, epistemology deals with questions such as "How do we know that
something is knowledge?", "What methods are used to acquire knowledge?", and "How do we
validate knowledge?".

Human agency refers to the role of humans in the creation, transmission, and application of
knowledge. In KM, human agency is concerned with how humans create, share, and use
knowledge. It raises questions such as "How do humans acquire knowledge?", "How do they
share it?", and "How do they apply it?".

Methodology refers to the methods and techniques used to manage knowledge. In KM,
methodology deals with questions such as "What are the different methods used to manage
knowledge?", "What are the best practices for knowledge management?", and "How can
knowledge be effectively disseminated?".

Ethics is concerned with the moral and ethical implications of knowledge management. In KM,
ethics raises questions such as "What are the ethical considerations in managing knowledge?",
"How can knowledge be used ethically?", and "What are the implications of unethical knowledge
management practices?".

Overall, these philosophical issues are important in understanding the nature of knowledge and
how it can be managed effectively. By addressing these issues, organizations can develop
effective KM strategies that are grounded in a deep understanding of the nature of knowledge
and its implications for human agency, methodology, and ethics.

• Overview of D. Hislop's (2013) chapter 13 on ICT and KM

David Hislop's (2013) chapter 13 on ICT and KM provides an overview of the role of
information and communication technology (ICT) in knowledge management (KM). The chapter
discusses the ways in which ICT can facilitate the creation, storage, sharing, and dissemination
of knowledge within organizations. Hislop highlights the various types of ICT tools and systems
that can be used to support KM, including intranets, extranets, databases, and knowledge
repositories.

The chapter also addresses some of the challenges associated with the use of ICT in KM, such as
issues related to data security, system integration, and user adoption. Hislop argues that while
ICT can certainly be a valuable tool for KM, it is important to recognize that technology alone
cannot solve all KM problems. Human factors such as culture, leadership, and motivation also
play a critical role in the success of KM initiatives.
Overall, Hislop's chapter provides a useful framework for understanding the relationship
between ICT and KM, and offers insights into the opportunities and challenges associated with
using technology to support knowledge management.

The Impact of AI on Knowledge Management

• Broad range of issues for KM resulting from the digital revolution in ICT

The digital revolution in ICT has brought about a broad range of issues for KM, particularly with
the emergence of AI. Some of these issues include:

1. Data management: With the increased use of AI in organizations, vast amounts of data
are generated. KM must ensure that this data is properly stored, organized, and made easily
accessible to the relevant personnel.

2. Knowledge creation: AI can be used to identify patterns and trends in data, which can be
used to create new knowledge. KM must ensure that this knowledge is captured and stored for
future use.

3. Knowledge sharing: AI can be used to facilitate knowledge sharing through various

platforms such as chatbots and virtual assistants. KM must ensure that these platforms are user-
friendly and encourage active participation from employees.

4. Knowledge preservation: As AI continues to advance, it may be used to replace human

workers in certain roles, resulting in a loss of knowledge. KM must ensure that critical
knowledge is captured and preserved before it is lost.

5. Ethical considerations: The use of AI in KM raises ethical considerations such as privacy,

security, and bias. KM must ensure that these considerations are taken into account when
implementing AI solutions.

Overall, the impact of AI on KM is significant and requires careful consideration and planning to
ensure that the potential benefits are realized while minimizing any negative impacts.
• Emerging impact of AI on smart technology for problem-solving diagnostics, R&D, and
customer/supplier engagement

The emergence of AI has brought about a significant impact on knowledge management in

organizations. AI-powered smart technologies are being used for various purposes, such as
problem-solving, diagnostics, research and development (R&D), and customer/supplier
engagement.

One of the significant advantages of using AI in KM is its ability to automate and streamline
routine tasks, enabling employees to focus on more complex and strategic activities. For
instance, AI-powered chatbots can be used to handle customer inquiries and provide support
24/7, freeing up customer service representatives to tackle more complex issues.

AI is also being used for problem-solving diagnostics. For example, machine learning algorithms
can analyze vast amounts of data to identify patterns and predict future outcomes. This can help
organizations identify potential issues and take preventative measures before they become major
problems.

In the R&D sector, AI is being used to develop new products and services. For example, AI-
powered algorithms can analyze customer data to identify emerging trends and customer needs,
which can inform the development of new products and services.

Furthermore, AI is being used to improve customer and supplier engagement. For example, AI-
powered chatbots can personalize interactions with customers by analyzing their previous
interactions with the organization, their purchasing history, and other relevant data points. This
can help to improve customer satisfaction and increase loyalty.

Overall, AI is transforming knowledge management by enabling organizations to automate

routine tasks, identify patterns and trends, and personalize customer interactions. This has the
potential to significantly improve organizational efficiency, productivity, and innovation.

• Assessment of risks and advantages of AI-backed technologies in decision-making

contexts

Assessing the risks and advantages of AI-backed technologies in decision-making contexts is

crucial to ensure that the potential benefits of these technologies are realized while minimizing
potential harms. Some of the advantages of AI-backed technologies in decision-making contexts
include:

1. Speed and efficiency: AI can analyze large amounts of data and provide insights and
recommendations quickly and accurately.

2. Consistency: AI algorithms can be designed to make decisions based on predefined

criteria, ensuring consistency across decision-making processes.

3. Objectivity: AI algorithms can be designed to make decisions based solely on data and
predefined criteria, reducing the potential for human bias.

4. Cost-effectiveness: AI can automate certain tasks and processes, reducing the need for
human labor and potentially lowering costs.

However, there are also potential risks associated with the use of AI-backed technologies in
decision-making contexts:

1. Lack of transparency: AI algorithms can be complex and difficult to understand, making

it challenging to determine how decisions are being made.

2. Bias: AI algorithms can be biased if the data used to train them is biased, or if the
algorithms themselves are designed with certain biases.

3. Over-reliance: There is a risk of over-reliance on AI-backed technologies, which may

lead to a reduction in human judgment and decision-making skills.

4. Security and privacy: The use of AI-backed technologies requires the collection and
storage of large amounts of data, which can pose security and privacy risks.

Therefore, it is important to assess the risks and advantages of AI-backed technologies carefully
and implement appropriate safeguards and oversight mechanisms to ensure that these
technologies are used ethically and responsibly.

• Empirical materials to support ideas and literature

There have been several empirical studies conducted on the impact of AI on knowledge
management. Here are a few examples:

1. In a study conducted by researchers from the University of Cambridge, they examined

the use of AI in knowledge management systems in organizations. They found that AI
technologies, such as natural language processing, machine learning, and expert systems, can
significantly improve the efficiency and effectiveness of knowledge management systems.

2. A study by researchers from the University of Auckland in New Zealand investigated the
impact of AI on knowledge sharing and creation in organizations. They found that AI
technologies can facilitate knowledge sharing and creation by providing real-time insights and
suggestions, enhancing collaboration, and automating routine tasks.

3. Another study by researchers from the University of Paris-Saclay in France explored the
impact of AI on knowledge management in the healthcare industry. They found that AI can
improve patient outcomes by providing personalized treatment recommendations based on
patient data, enhancing clinical decision-making, and improving communication and
collaboration among healthcare professionals.

4. A case study conducted by researchers from the University of Milan in Italy examined
the use of AI in a multinational manufacturing company's knowledge management system. They
found that AI technologies, such as chatbots and intelligent search engines, can improve the
efficiency of knowledge retrieval and sharing, reduce the time spent on routine tasks, and
enhance the accuracy of information.

Overall, these studies suggest that AI technologies can have a significant positive impact on
knowledge management in organizations, including improving efficiency, effectiveness, and
collaboration. However, there are also potential risks, such as bias and privacy concerns, that
need to be addressed when implementing AI in decision-making contexts.

The Problematic Relationship of 'Truth' to Knowledge Management

•Differing epistemological perspectives provided in chapters 2 and 3 of the course textbook

Chapter 2 of the course textbook provides an epistemological perspective on knowledge
management rooted in the positivist tradition, which emphasizes objective reality and scientific
method. In contrast, Chapter 3 presents a constructivist epistemological perspective, which
argues that knowledge is constructed and subjective, and is influenced by social and cultural
contexts.

• The implications of these different perspectives for the concept of 'truth' in knowledge
management

The differing epistemological perspectives in the course textbook have significant implications
for the concept of 'truth' in knowledge management. From a positivist perspective, 'truth' is seen
as objective and independent of human interpretation or experience. In this view, knowledge
management seeks to discover and document objective knowledge, which can be verified
through scientific methods.

In contrast, from a constructivist perspective, 'truth' is seen as socially constructed and dependent
on human interpretation and experience. Knowledge is not discovered but constructed through
social and cultural interactions, and is therefore subjective and contingent on context. In this
view, knowledge management seeks to facilitate the construction of shared meaning and
understanding among stakeholders, rather than simply documenting objective knowledge.

• The challenges posed by the relationship of 'truth' to knowledge management

The relationship of 'truth' to knowledge management is complex and poses several challenges.
One challenge is the difficulty of verifying the accuracy of knowledge claims in the absence of
objective criteria. Another challenge is the potential for power differentials to influence the
construction of knowledge, as those with greater power and influence may have more say in
shaping the shared understanding of a given topic.

Additionally, different stakeholders may have competing perspectives on what constitutes 'truth'
in a given context, which can create tensions and conflicts. Finally, the inherent subjectivity of
'truth' from a constructivist perspective raises questions about the role of knowledge management
in facilitating the construction of shared meaning and understanding, as different stakeholders
may have different ideas about what constitutes valid knowledge.

Conclusion

Knowledge management is a critical function for organizations to leverage their intellectual

resources for competitive advantage. The emergence of AI has transformed the way
organizations approach KM, with an increasing emphasis on smart technology for problem-
solving diagnostics, R&D, and customer/supplier engagement.

However, there are challenges associated with the impact of AI on KM, such as the assessment
of risks and advantages of AI-backed technologies in decision-making contexts, ethical
considerations, and the need to balance human expertise with machine learning.

Moreover, the problematic relationship of 'Truth' to KM in the context of AI raises important

philosophical questions about ontology, epistemology, human agency, methodology, and ethics.
As such, it is crucial for organizations to approach AI and KM from a holistic perspective that
integrates different epistemological perspectives and values human expertise in conjunction with
machine learning.

The problematic relationship of 'Truth' to KM in the context of AI is a complex and multifaceted

issue that cannot be easily resolved. While AI has the potential to revolutionize knowledge
management by enhancing the speed, accuracy, and accessibility of information, it also raises
important philosophical questions about the nature of truth, objectivity, and subjectivity. As AI
increasingly becomes a part of knowledge management systems, it is essential that organizations
take a critical approach to its implementation, acknowledging the limitations and biases inherent
in the technology.

One possible approach to addressing the problematic relationship of 'Truth' to KM in the context
of AI is to adopt a multidisciplinary perspective that draws on insights from philosophy,
sociology, psychology, and computer science. By engaging in interdisciplinary dialogue and
collaboration, organizations can better understand the ethical, social, and political implications of
AI for knowledge management and develop strategies for mitigating potential risks.
The impact of AI on knowledge management is both a challenge and an opportunity. By
embracing the potential of AI while remaining vigilant to its limitations and biases, organizations
can enhance their ability to create, share, and utilize knowledge in ways that promote innovation,
collaboration, and social responsibility.

References

Xue, C.T.S., 2017. A literature review on knowledge management in organizations. Research in

Business and Management, 4(1), pp.30-41

Hislop, D., Bosua, R. and Helms, R., 2018. Knowledge management in organizations: A critical
introduction. Oxford university press.

Soto-Acosta, P. and Cegarra-Navarro, J.G., 2016. New ICTs for knowledge management in
organizations. Journal of Knowledge Management.

Jennex, M.E. ed., 2006. Knowledge management in modern organizations. Igi Global.

King, W.R., 2009. Knowledge management and organizational learning (pp. 3-13). Springer US.