analysts (market, account, and financial), and directors
(operations and software development). Scrutiny of their job responsibilities showed
that they would be routinely involved with knowledge work. There was also substantial
cross-industry representation by way of firms, including Charles Schwab,
Honeywell, Intel, Motorola, Pinnacle West, and The Vanguard Group. After eliminating
incomplete surveys, there were 111 usable responses. From our scrutiny of the 39
unusable responses, we note that (1) 22 of the respondents had no KM program in
their function and (2) the other 17 had omitted to fill out one or another section of the
survey—for example, the responses on incentives were missing or the section on
leadership was blank. Rather than imputing responses to these surveys, we decided to
drop them from the sample.