Knowledge strategy in organizations: Refining the model of Hansen, Nohria and Tierney

We assessed the model of knowledge strategy and IT support proposed by Hansen, Nohria and Tierney. Their main argument is that, in order to enable effective use of knowledge, organizations should select an 80/20 knowledge strategy mix of codification and personalization with one of these strategies dominant. We examined the knowledge strategy emphasis (codification or personalization) in each of four case organizations. These organizations represented different combinations of the codification and personalization knowledge strategy mix. Our cases indicate some support for Hansen et al.'s main argument, but also highlight the need for refinements to their model. Based on our assessment, we conclude that the advice of Hansen et al. is useful for deciding upon an initial strategic direction and setting suitable priorities. We propose the following refinements to the model. First, organizations may find it necessary to evolve their knowledge strategy mix over time, augmenting the alternate strategy as a result of the intertwined nature of knowledge processes. Second, we propose two strategic pathways that organizations could adopt on their journey towards effective use of organizational knowledge. Lastly, we identify additional considerations for deciding upon a particular knowledge strategy direction.