Conclusions
The following conclusions can be drawn from
each of the case studies.
Teltech's efforts in creating a structure for
knowledge management are instructive for
not only external purpose, but internal
practice. It is clear that if knowledge is to be
leveraged, it must first be categorized. The
thesaurus-based, matrixed approach used by
Teltech may be the ``best practice'' since
knowledge is usually communicated and
sought in words.