Knowledge services: where self service and value added services co-exist

摘要

The debate in the information profession over the role of the researcher in the age of increasing end-user access to content has tended to focus on the threats, rather than the opportunities. This, combined with varying levels of under- standing of the concept of knowledge management within organizations, has resulted in confusion and, in may cases, a feeling that the profession is losing any sense of direction. This article takes an opposite view and demonstrates how, in Ernst & Young; the knowledge management strategy is firmly based on a balanced approach between content, culture and technology.