With a unique perspective and invaluable, the authors offer guidance for collecting, capturing, and cataloging knowledge so that it can be used to improve efficiency and reduce costs in areas ranging from internal procedures through customer relations and product development. This book provides a solution step-by-step to develop an effective knowledge network, including how to: * Formulate strategies and action plans created * Select the right tool for peer-to-peer, interactive community, and events * Working with legacy systems * Train staff and encourage participation * Improve productivity and measurement criteria Companion Web site contains templates, lists, discussion boards, and links to software.