Modeling Stories in the Knowledge Management Context to Improve Learning Within Organizations

摘要

Knowledge Management has been always considered as a problem of acquiring, representing and using information and knowledge about problem solving methods. Anyway, the complexity reached by organizations over the last years has deeply changed the role of Knowledge Management. Today, it is not possible to take care of knowledge involved in decision making processes without taking care of social context where it is produced. This point has direct implications on learning processes and education of newcomers: a decision making process to solve a problem is composed by not only a sequence of actions (i.e. the know-how aspect of knowledge), but also a number of social interconnections between people involved in their implementation (i.e. the social nature of knowledge). Thus, Knowledge Management should provide organizations with new tools to consider both these aspects in the development of systems to support newcomers in their learning process about their new jobs. This paper investigates how this is possible through the integration of storytelling and case-based reasoning methodologies.