Intellectual Capital/Stewart 115-116

116 The first is rules-base, where following procedures yields the one correct answer to a specific problem.

Most knowledge is less structured: The answer varies with the context; it takes the form of wisdom, experience, and stories, no rules.

It began by connecting existing lessons learned databases (Lotus Notes)

...learned databases create stockpiles of proven, usable knowledge.

It's astonishing how badly companies organize knowledge about their suppliers, customers, and competitors.