In the early days of Knowledge
Management, the then-Director of the IBM-sponsored Institute for
Knowledge Management, Larry Prusak, stated passionately again and again to his
colleagues and customers, that knowledge flows
with trust. He energetically encouraged face-to-face interactions as a way to build
relationship and trust. Now - some 15 years later -
we've moved into a new interconnected world and ushered in a new way of working and
living, which rises and falls at the whim of
exploding technology, information and knowledge. More than ever, we need to be able to
trust our business partners and information and knowledge sources. In this paper we will
first clearly define the commonly used terms of information, knowledge, learning, and
trust. We then look at information and knowledge in relationship to trust before exploring
trust of self, the importance of context, trust
and the other, and trust in the organization. Finally, we offer a new way of thinking
about virtual trust in a global world before concluding with several thoughts.
Embracing Stonier's description of information as a basic property of the Universe -
as fundamental as matter and energy -
we take the amount of information to be a measure of the degree of
organization expressed by any non-random pattern
or set of patterns. The order of a system is a reflection of the information content of
the system. Knowledge exists in the human
brain in the form of stored or expressed neuronal patterns that may be activated and
reflected upon through conscious or unconscious thought. From this process,
neuronal patterns are created that may represent understanding, meaning and the
capacity to anticipate (to various degrees) the potential results of actions. Thus it is
not just information that characterizes knowledge, but the relationships
or associations (in space and time) among that information. Through this process
of semantic association (or complexing), the mind is continuously growing,
restructuring the physiology of the brain, creating
increased organization (information), and by doing so, changing. |