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For the public sector, which is globally the largest employer of people and repository of information, managing information and knowledge is an extremely problematic area to address. The essence of both resources is that they are intangible, their impact and value cannot be measured through traditional accounting methods, yet they are also, paradoxically, where the greatest value and potential for improvement is located. In this book Eileen Milner introduces the reader to the concepts of information and knowledge and explores a variety of tools and techniques which may be usefully adopted in actively managing and developing these resources. Wherever possible real-life public sector case studies and examples are used to illustrate good practice, as well as some of the pitfalls of poor application. Down-to-earth and taking into account the critically important characteristics unique to public services, this will be an illuminating text both for managers and policy makers already working in the public sector and for those considering doing so.
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Managing Information and Knowledge in the Public Sector For the public sector, which is globally the largest employer of people and repository of information, managing information and knowledge is an extremely problematic area to address. The essence of both resources is that they are intangible—their impact and value cannot be measured through traditional accounting methods— yet they are also, paradoxically, where the greatest value and potential for improvement is located. In this book Eileen Milner introduces the reader to the concepts of information and knowledge and explores a variety of tools and techniques which may be usefully adopted in actively managing and developing these resources. Wherever possible, real-life public sector cases and examples are used to illustrate good practice, as well as some of the pitfalls of poor application. Down-to-earth and taking into account the critically important characteristics unique to public services, this will be an illuminating text both for managers and policy makers already working in the public sector and for those considering doing so. Eileen Milner is a Principal Lecturer in Information Management at the University of North London. Managing Information and Knowledge in the Public Sector Eileen M.Milner London and New York First published 2000 by Routledge 11 New Fetter Lane, London EC4P 4EE Simultaneously published in the USA and Canada by Routledge 29 West 35th Street, New York, NY 10001 Routledge is an imprint of the Taylor & Francis Group This edition published in the Taylor & Francis e-Library, 2002. © 2000 Eileen M.Milner All rights reserved. No part of this book may be reprinted or reproduced or utilised in any form or by any electronic, mechanical, or other means, now known or hereafter invented, including photocopying and recording, or in any information storage or retrieval system, without permission in writing from the publishers. British Library Cataloguing in Publication Data A catalogue record for this book is available from the British Library Library of Congress Cataloging in Publication Data Milner, Eileen M., 1963– Managing information and knowledge in the public sector/ Eileen M.Milner. p.cm. Includes bibliographical references and index. 1. Knowledge management. 2. Information technology—Management. 3. Organizational learning. 4. Information capitol. I. Title. HD30.2 .M54 2000 352.3’8–dc21 00–020795 ISBN 0-203-45863-X Master e-book ISBN ISBN 0-203-76687-3 (Adobe eReader Format) ISBN 0-415-20422-4 (hbk) ISBN 0-415-20423-2 (pbk) This book is dedicated to the memory of Margaret and Joe Milner Contents Preface Acknowledgements ix xiii 1 Introduction: defining information and knowledge 1<