Knowledge Management Research & Practice

This paper focuses on two elements of process knowledge that we call sticky and fluid knowledge. Process knowledge, we argue, differs from the more commonly described tacit or explicit knowledge due to its domain specificity. Process knowledge is a potential source of competitive advantage for an organisation and is key to the development of intellectual capital for an organisation. Knowledge management is the operational means of delivering this intellectual capital value. From empirical research conducted, two cases are presented that illustrate process knowledge and its value and exploitation for the development of intellectual capital. The findings emphasise the necessity for a multiplicity of means for process knowledge transfer in order to ensure the widest possible distribution. In particular, in order to ensure that sticky process knowledge is transformed into fluid process knowledge, it is recommended that, communities and face2face discussions supplement knowledge exchanges via electronic networks.