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BEST PRACTICE: Getting to grips with knowledge management

The business world is a balancing act between bravado and bullshit. Client meetings that promote harmony while team members sharpen knives; customer charters hot off the press while profits are lapped up and call centres chirrup to the sound of hold music. Like receiving a kiss from Tony Soprano, you see the smile but you're going to feel the bullet.

Anyone working in any office of any organisation recognises the gulf between what is said about a company and what is done within that company. But has there ever been a business area that embodies this gulf quite so perfectly as knowledge management?

Knowledge management is talked about all the time. Everyone does it, is about to do it, knows that it's really important or knows a killer application that will help attain this nirvana.