Chapter 6 Update

This update is a prelimary update, one year after publication. A fuller update will be added shortly.

What Changes?

Perhaps not everything as Larry Ellison's quote intimates. As indicated on pages 164 onwards, some things, like "knowing your customer" are as important as ever. Only the methods change. It still amazes me how many organizations run websites, where the managers and professional do not get just basic statsitics and not the web analytics that would provide much more informative data for decision making. The notion of a multi-channel strategy (where the channels are aware of what each other is doing) - see pages 182-184 - is now much more prevalent.

Related Websites

The author, David Skyrme, is the principal consultant of David Skyrme Associates providers of consultancy services and workshops on knowledge networking, Internet commerce and knowledge management. Its Knowledge Connections website provides a comprehensive resource for many topics covered in the book as well as providing knowledge management resources and a free monthly email briefing - I3 UPDATE / ENTOVATION International news.

Butterworth-Heinemann publishes a growing range of books on knowledge management. Its Knowledge Management Web pages keep you abreast of new publications as well as offering an email alerting service and special offers.