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km knowledge management knowledge management learning change management problem solving presentation banks cory digital conference 2008 actkm08 actkm sharing making decision km4advprac sense_making knowledge_management solving problem creative thought think thinking problem_solving cognition engineering library alia io2009 headstart 补蝉蝉颈蝉迟茅 transformation digital transformation co-design design thinking microsoft adoption information social media strategy cciq glentworth innovation collaboration community health qkm knowledge sharing communities of practice cop capability ane anecdotes workshop kmaus10 facilitation l&d d6 cory banks intranet mind map peer