Sharing hidden know-how : how managers solve thorny problems with the knowledge jam / Katrina B. Pugh.

Foreword by Nancy M. Dixon -- Introduction -- Chapter 1: Knowledge Jam Rationale: Solving Thorny Problems -- What's Not Working? -- Blind Spots -- Mismatches -- Knowledge Jails -- Sidebar: Contrasting the Effects of Non-Participative Versus Collective Capture -- Chapter 2: Knowledge Jam Basics -- Step 1: Select -- Step 2: Plan -- Step 3: Discover/Capture -- Step 4: Broker -- Step 5: Reuse -- Chapter 3: Discipline 1: Facilitation -- The Facilitator's Mandate -- 1. Facilitating the Select Step -- 2. Facilitating the Plan Step -- 3. Facilitating the Discover/Capture Step -- 4. Facilitating the Broker Step -- 5. Facilitating the Reuse Step -- Chapter 4: Discipline 2: Conversation -- Posture of Openness -- Pursuit of Diversity -- Practices of Dialogue -- Chapter 5: Discipline 3: Translation -- Brokers' Motivators -- Brokering Basics -- Chapter 6: Bespeckled, Married, and Emancipated -- Boundary-Spanning -- Surfacing Usable Insight -- Putting Knowledge to Work -- Chapter 7: Knowledge Jam Heritage: Prequel to the Three Disciplines -- Intelligence Acquisition -- Organizational Learning -- Sidebar: Structural Dynamics: Strategically Simulating Diversity -- Collaboration Technology -- Chapter 8: Comparing Knowledge Jam to Other Knowledge-Capture Methods -- A Facilitation-Conversation-Translation Scale -- Chapter 9: Building a Knowledge Jam Practice -- Building a Business Case and Selling Knowledge Jam -- Sidebar: The Price Is Right! Cultivating Knowledge Jam Facilitators -- Measuring and Promoting Success -- Chapter 10: Knowledge Jam for Leading Change and Leveraging Social Media -- Using Knowledge Jam for Leading Change -- Sidebar: Jamming in the Boardroom-Shared Insight in Action -- Knowledge Jam for Business Transformation and Social Media -- Chapter 11: An Invitation -- Why Knowledge Jam (and other forms of Knowledge Elicitation) will take off -- You Have Your Toolkit -- More Than a Business Tool -- Appendices -- A: Knowledge Types -- B: Knowledge Jam Templates -- C: Glossary of Terms -- D: Case Studies.

"One of the great management ideas of the last fifteen years has been to make use of the knowledge that an organization has already learned. This book's five-step process, which the author calls Knowledge Jam, shows how to set the direction, foster the correct tone, conduct a knowledge capture event, and integrate this knowledge into the organization. It also introduces conversation practices for participants to effectively co-create knowledge and discover context. Rich with case studies, how-to templates, and adaptations, this book is ideal for external consultants, internal facilitators and leaders"--Provided by publisher.

Includes bibliographical references and index.