There is no one-size-fits-all way to effectively tap a firm's intellectual
capital. To create value, companies must focus on how knowledge is used to
build critical capabilities.
A firm that had invested millions of dollars in a state-of-the-art intranet
intended to improve knowledge sharing got some bad news: Employees were using
it most often to retrieve the daily menu from the company cafeteria. The
system was barely used in day-to-day business activities.
Few executives would argue with the
