The suitability of topic maps tools for knowledge creation with stakeholders

As the business environment becomes more globalised and complex, firms find it harder to remain competitive, to create wealth and to satisfy their stakeholders’ often contradicting demands. The creation, dissemination and retention of knowledge play an increasingly important role for them. Consequently, the number of firms that incorporate a knowledge management system has increased in recent years. Yet, these systems are often text-based and include only employees. This dissertation attempts to answer the question whether so-called Topic Maps are suited to include internal and external stakeholders (e. g. customers, suppliers, NGOs) into a firm’s knowledge management. It also shows whether Topic Maps can visualise the stakeholders’ tacit knowledge and mental models. For this reason, two case studies in two globally active corporations were made and two different Topic Maps tools were used. The results show which conditions have to be fulfilled so that firms can use the tools to tap their stakeholders’ tacit knowledge.