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402 Chapter 12

Increasingly, information technology tools called groupware are being provided to
support collaborative work. To use that technology effectively requires not just under-
standing how to use those tools but understanding underlying principles of effective
collaborative work. Principles of e-mail etiquette are an illustration of important
knowledge underlying the effective exercise of this KM skill.
Most organizations are still defi ning their KM roles. Some are repurposing or
extending existing roles in order to better accommodate knowledge work. While KM
in every organization is unique and necessarily tailor-made, there are a number of
“ generic ” KM roles that can be identifi ed. These are discussed in further detail below.

Major Categories of KM Roles

KM roles are quite diverse. They may include such categories as:
Strategic roles Chief human capital offi cer, human capital retention manager
Senior and middle management roles Chief knowledge offi cer, knowledge manager
Knowledge leaders Also referred to as KM champions, who are responsible for promot-
ing KM within the organization
Knowledge managers Responsible for the acquisition and management of internal and
external knowledge
Knowledge navigators Responsible for knowing where knowledge can be located, also
called knowledge brokers
Knowledge synthesizers Responsible for facilitating the recording of signifi cant knowl-
edge to organizational memory, also called knowledge stewards
Content editors Responsible for codifying and structuring content, also called content
managers; roles involving capturing and documenting knowledge — researchers,
writers, editors
Web developers Electronic publishers, intranet managers, content managers
Learning-oriented roles Such as trainers, facilitators, mentors, coaches — including those
with responsibility for developing information and knowledge skills
Human resources roles Specifi c responsibility for developing programs and processes
that encourage knowledge-oriented cultures and behaviors
Knowledge publishers Responsible for internal publishing functions, usually on an
intranet, also called webmasters, knowledge architects, knowledge editors
Coaches and mentors Responsible for assisting individuals throughout the business
unit or practice to develop and learn KM activities and disciplines