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1、MakingKnowledgeVisible:UsingExpertYellowPagestoMapCapabilitiesinProfessionalServicesFirms#PaolaCriscuolo*,AmmonSalter*andTonySheehan***TanakaBusinessSchool,ImperialCollegeLondon,SouthKensingtoncampusLondon,SW72AZ,UK,Tel.:(+44)(0)2075945958,Fax:(+44)(0)2078237685E-ma
2、il:p.criscuolo@imperial.ac.uk;a.salter@imperial.ac.uk#AdvancedInstituteofManagement(AIM)Research**Arup,13FitzroyStreet,LondonW1T4BQ,Tel(+44)(0)2077553240,Fax:(+44)(0)2077553669E-mail:tony.sheehan@arup.comSubmittedtoOLKC2006ConferenceattheUniversityofWarwickCoventryo
3、n20th-22ndMarch2006AcknowledgementApreviousversionofthispaperwaspresentedatBocconiUniversityandImperialCollegeLondon.TheresearchwassponsoredbytheEngineeringandPhysicalSciencesResearchCouncil’s(EPSRC)IMRCatImperialCollegeLondon.AmmonSalterwouldliketoacknowledgethesup
4、portoftheAdvancedInstituteofManagement(AIM)GhoshalResearchFellowship,sponsoredbytheEconomicandSocialResearchCouncil(ESRC)andtheEPSRC.TheauthorshavebenefitedfromcommentsfromLoetLeydesdorff,CatelijneCoopmans,JenniferWhyte,NicosNicolau,BorisEwenstein,JonathanSapsed,And
5、yDavies,andTokeReichstein.WehavealsogratefulforthegeneroussupportandcontributionsofnumerouscolleaguesatArup.1INTRODUCTIONProfessionalservicesfirmsrelyontheskillsandabilitiesoftheirstafftoperformprojects.Asaresultofworkingwithmanydifferentclientstheskillsandcapabilit
6、iesofthesefirmscontinuouslyevolveinunpredictableandoftendivergentways.Indeed,theprojectsthemselvescanberegardedasexperiments(numberingthousands)acrossdifferentorganisationsinspecificcircumstances,whichprovideopportunitiestodevelopanddeploynewknowledge.Inordertoenhan
7、cetheirprojectperformancecapabilities,professionalservicesfirmshaveinvestedheavilyinknowledgemanagementandknowledgemanagementsystems,includingsubstantialinvestmentsinsystemsinvolvingprojectdatabases,expertyellowpages,electroniccommunitiesofpractice,searchableproject
8、repositories,etc.Despitetheseinvestments,thesuccessofknowledgemanagementhasbeenmixedformanyorganisations.Althoughknowledgemanagementsystem
