نشریه بازیابی دانش و نظام های معنایی
پیاپی 36 (پاییز 1402)

Today, the insurance industry plays a significant role in the prosperity of the economy, so paying attention to the creation of knowledge can play a significant role in increasing the penetration rate of insurance. Therefore, the main question of the current research is how to design and explain the model of the elements of customer knowledge co-creation in the insurance industry? In order to answer this question, the present research aims to identify the elements of the customer knowledge co-creation model in the insurance industry in the first stage, and in the next stage to test the relationship model of the elements of customer knowledge co-creation in the insurance industry, and based on the results of Data analysis will provide solutions to the managers of this industry in order to make decisions and policies related to knowledge creation and as a result promote and improve insurance products and services and increase the penetration rate of insurance in the society.

Literature Review:

Knowledge Co-Creation has been described as an act of collective creativity, with applications ranging from product and service design to more abstract spheres of value creation taking place between two or more individuals who may or may not belong to the same actor group (Amann & Rubinelli, 2017). “Customer knowledge Co-creation is defined as the collective ability of group members to analyze, interpret, reconfigure customer-related knowledge, and it means that knowledge is co-created by group members” (Menguc et al, 2013). In the following, we discuss some of the researches conducted in the field of customer knowledge co-creation.Itani et al. (2022) conducted a study with the aim of investigating the effects of using social media and customer relationship management technology on the customer knowledge co-creation and sales performance in B2B companies. Based on the theories of task-technology fit and self-determination, the findings show that social media, customer relationship management technology, and their interaction, support salespeople in joint value-creation efforts through the mediating role of knowledge enriched by these tools. The results indicated a significant moderating effect of the salesperson's job independence and the ease of the sales quota in increasing the relationship between knowledge and value co-creation.Xie et al. (2020), in a study titled "Using Customer Knowledge for Service Innovation in Travel Agency Industry", investigated the influencing factors and the effects of service team access and the combination of customer knowledge on tourist service companies. The results showed that both factors of customer orientation and intensity of interaction are effective on customer knowledge co-creation teams, which can promote service innovation. Also, the results indicated that customer knowledge co-creation moderates the relationship between interaction intensity and service innovation.

The current research was done in two stages using a mixed method. In this research, in order to identify the components of the customer knowledge co-creation model, first the qualitative approach of grounded theory was used. For this purpose, semi-structured interviews were conducted with a selection of insurance industry experts, including a number of university professors and insurance company managers, as a result of which the components of the research and their dimensions were identified. Then, in order to present the relationship model of the main components of the research, the opinions of experts were evaluated through the matrix of pairwise comparisons, and based on this, the conceptual model of the research was explained. Then, in order to test the research model and hypotheses, the partial least squares quantitative method was used. The statistical population in the quantitative stage consists of managers and experts of three active insurance companies in Iran, including Alborz, Iran, and Asia. The statistical sample was obtained from the random cluster sampling method, based on which 310 people were selected as a statistical sample. The data collection tool in the quantitative stage is a researcher-made questionnaire. Cronbach's alpha method was used to check the reliability of the measurement tool, and its value was greater than 0.7 for all variables. Therefore, all variables were confirmed in terms of reliability.

In the first stage of the current research, the qualitative method of grounded theory was used to identify the components and dimensions of customer knowledge co-creation. As a result of this stage, 7 main aspects were identified for customer knowledge co-creation. After identifying the research components and developing the model, 9 hypotheses were formulated in the quantitative stage. Based on the findings of data analysis using the partial least squares method, all 9 research hypotheses were confirmed. The results showed that the infrastructure of information and communication technology has an effect on being knowledge-oriented. Also, being knowledge-oriented has an impact on internal marketing and customer relationship management. In addition, the effect of internal marketing and customer relationship management on customer orientation was confirmed. Also, the effect of customer orientation on creating motivation and trust building was confirmed, and finally, the effect of creating motivation and trust building on customer knowledge co-creation was confirmed.

Customer knowledge co-creation is a process by which organizations acquire competencies and knowledge of customers, so that they can use this information to create an experience for customers and reach new markets for themselves.

According to the confirmation of all 9 research hypotheses and with emphasis on the structures (sub-indices) that have the highest factor load obtained from the partial least squares method, the following practical suggestions are presented:In order to develop the component of “information and communication technology infrastructures” in insurance companies, considering the importance of "the company's presence in social media and producing up-to-date content", it is suggested that managers of insurance companies use experts who have enough expertise in the field of content production to manage social media pages. Also, through social pages, they can establish a two-way relationship with customers, especially special customers, and encourage them to share their insurance knowledge and experiences.In line with the development of “internal marketing”, the managers of insurance companies should continuously strive to hold brainstorming sessions with the employees in order to update their knowledge and skills. In these meetings, in addition to presenting technical matters such as informing about possible changes in insurance policies, new insurance laws, etc., experts in fields such as marketing, psychology, and negotiation can also be invited so that the employees and the sales network, in addition to mastering the technical skills, also master the communication skills of the day.In order to ensure customer satisfaction and as a result of complying with customer-oriented principles, insurance companies must first observe and understand the needs of their customers. For this purpose, they should listen to the expectations and criticisms of the customers, and by establishing a friendly relationship with them, in addition to getting to know the customers more and knowing their level of satisfaction, they should have a positive effect on their perception.In order to increase the “trust of customers”, insurance companies should adopt strategies that lead to improving the mental image of customers towards the company's brand. Since the main mission of insurance companies is to issue perfect insurance policies as well as timely and adequate payment of damages, if this is done correctly, it can play an effective role in attracting customers’ trust.Finally, in order to develop the customers' knowledge co-creation, insurance companies should use the experiences and knowledge gained from customers to produce and create new knowledge and improve and develop the organization's products and services.

New software development models are emerging that help in software development by default. Secure software should be defined based on the fundamental framework of the organization and the fundamental framework of the organization's software, which means that the targeted level of security of various software of an organization depends on the business context and the degree of importance of information in that context. Proper support of the software industry requires a precise and appropriate understanding of the state of this industry as an ecosystem and knowledge of the software product. In addition to having technical complexities, the software industry follows certain economic structures and principles, which are very important in the analysis of the existing support regimes. Without having a secure software production line, the possibility of releasing secure software from this production cycle is impossible. Also, the competitive business environment of organizations depends on the software they have in this field; therefore, considering the level of vulnerabilities, it is reported that in the field of software, the existence of a secure software life cycle, which results in the production and development of secure software, is very necessary (Palumbo et al., 2020). Software companies need to develop knowledge in diverse domains. One of the industries that are very important in the transition from the oil economy due to its great potential in the country, and on the other hand, it realizes a part of the knowledge-based economy, is the software industry, which is struggling with many changes and problems. Due to the intensity of changes in technology and its highly competitive environment, software companies are facing many challenges and uncertainties in providing their products or services in the form of value for customers and also in making money from it. Therefore, it is necessary to provide a suitable solution for software companies to reach their position and the future that can be waiting for them. The present research tries to consider.
What are the factors and performance indicators of the knowledge management system in the software development industry?

Literature Review:

In the research, Wang, Ding, and Ming Li (2017) presented a hybrid method for evaluating knowledge management performance based on triangular fuzzy numbers and group support systems. The results showed that the evaluation method has a strong practical and operational capability, and in addition, the evaluation is activated using a group support system. The systematic KMPE method based on an index system can improve the efficiency of organizations in the performance evaluation process. The review goes under these subheadings.Pojadi and Sardjono (2018) investigated "Evaluation of Knowledge Management System for Disaster Management Using Factor Analysis". The results showed that evaluation models can be built through the performance of agents, organizational culture, and information through the knowledge management system, management support and participation, access and updating, and information monitoring. Fu, Jiang, and Chen (2020) modeled an organizational knowledge management system based on artificial intelligence in a research. The key technologies that need to be solved to achieve knowledge integration were pointed out, including the integration of heterogeneous knowledge distributed between companies, the integration of correlation and the integration of knowledge and production processes. Fuzzy theory was used to create a knowledge extraction mechanism and reference model library from the project model to the dedicated reference model. Finally, a layered diffusion model was developed that matches the characteristics of online knowledge transfer. Greco et al. (2021) in their research examined "a method for evaluating knowledge management systems". The results show that WikiIEN is the solution most indicated for the larger public due to its more user-friendly interface and workflow, and sufficient feature set that does not depend on external software.

This research is applied in terms of purpose, which was done with a documentary method, meta composite. The meta-composite approach is a type of qualitative study that examines the information and findings extracted from other qualitative studies with a similar and related topic. As a result, the desired sample for the meta-combination of selected qualitative studies is based on the relationship made with research questions (Lindgreen, Palmer, and Vanhamme, 2004). In this research, the combination method has been used in order to compare, interpret, transform, and combine different frameworks and models presented in the field of knowledge management system performance evaluation in the software development industry.

The purpose of this research is to provide a suitable conceptual framework for identifying the performance evaluation components of knowledge management system in the software development industry with a meta-composite approach. Due to the lack of comprehensive research in the field of identifying factors affecting the performance of the knowledge management system, the performance evaluation indicators of the knowledge management system were first extracted by extensive literature study and based on the frequency of evaluation indicators. The goal is to cover various dimensions of knowledge management system evaluation with a comprehensive study. Due to budget constraints and the economic era with uncertainty, knowledge management implementers need to be able to demonstrate the commercial value of knowledge distribution and reuse in the organization. There are two basic points that all organizations should consider when designing success measures. Therefore, based on the presented conceptual model, managers can evaluate the performance of knowledge management in the software development industry by using organizational factors, individual factors, technology infrastructure factors, knowledge management processes, and economic benefits/costs.

Based on the presented conceptual model, managers can evaluate the performance of knowledge management in the software development industry by using organizational factors, individual factors, technology infrastructure factors, knowledge management processes, and economic benefits/costs.

Examining the results showed that components such as organizational factors (culture, senior management support, organization strategy, organizational structure), individual factors (training, employee participation, knowledge and awareness of knowledge management systems, resistance to change); technology infrastructure factors (user-friendliness, data and information security, communication and cooperation methods, degree of integration of organizational systems, knowledge quality); knowledge management process (knowledge acquisition, knowledge transfer, knowledge creation); economic benefits/costs (capital cost, operating cost) affect the evaluation of knowledge management performance in the software development industry.

Finding and formulating the problem is the basis of scientific research. Determining the problem requires fundamental questioning and it is not an impromptu thing, but rather a dynamic, regular, systematic, and logical process that takes place before determining the title of the research by going through the nested and systematic layers of the phenomena. In studies, researches, and scientific productions that take place in universities and educational centers, problem-solving is considered the first and most important step. In fact, it can be said that problem-solving is the recognition and application of knowledge, skills, and abilities that lead to the correct response to the situation or to achieve goals.. When we reach a goal, we are able to solve a challenge or a problem or achieve a better situation, which is problem-solving. By identifying and categorizing obstacles to problem-solving, it is possible to help students identify important and necessary problems. If the problem-finding obstacles are identified and subsequently removed, problems such as lack of progress in scientific productions and repetitive and invalid researches will be avoided. Therefore, the main goal of the current research is to "identify the obstacles of research problem solving".

Literature Review:

Fotis Kasoulas and Georgia Mega (2007) in a research titled "Creative and critical thinking in the form of problem-finding and problem-solving: a study among elementary school students" found that factors such as relevance and reasoning which are related to critical thinking in problem solving by students play a role. Frank Labanka (2008) in his research entitled "The effect of problem-solving on the quality of scientific research projects arising from an authentic research environment using an open problem" found that factors such as the use of expertise and previous experiences and creative thinking such as flexibility, adaptability, new approach, play a role in the problem-solving process. In Krista Ritchie's (2009) research entitled "Problem-finding Process in Research Education: Focusing on Students' Experiences", it was shown that personality traits such as lack of motivation, lack of interest, anxiety, and other negative emotions affect students' problem-finding performance. In the research of the Guardian (2013) with the title "Research Problem Solving; Undeniable Necessity in Postgraduate Theses", it was shown that obstacles such as collecting information without having a research plan, without examining the background and existing research and not recognizing the limitations of the research, determining the research method before determining the subject, disregarding the appropriate theories and available resources in formulating the research problem, are common mistakes that threaten researchers in setting up the research topic. Problem solving is not a one-dimensional process and the researcher must consider all aspects uniformly to choose the right problem. Mira Begi (2015) in a research entitled "Problem-finding in research; Limitations and solutions focusing on thesis writing and indigenous theorizing in Iranian sociology" stated that problem solving requires critical and creative thinking and in a word, it requires a set of personality traits. In addition to this, the necessary infrastructure for problem solving should also be provided. Baghmirani (2016) in his research entitled "Development of the Conceptual Model of Research Problem-Finding Using Directional Content Analysis Method" found that the concept of problem-finding is in personality characteristics in five dimensions, in behavioral characteristics in four dimensions, in thinking characteristics (Creative) can be developed in six dimensions, (critical) thinking in two dimensions and educational feature in five dimensions.

This research is fundamental in terms of its purpose and in terms of gathering information, it is library research that has also benefited from field techniques. In terms of method, this research is a kind of content analysis which was done with the Claysey method. The statistical population of this research was made up of the faculty members of the public universities of Tehran province. 10 people were selected as a sample using the sequential pooled sampling method. A semi-structured interview method was used to collect data. Four criteria of validity or acceptability, certainty of stability, confirmability, and transferability or fit were used to evaluate the validity and accuracy and robustness of the data.

The result of the analysis of 10 interviews was 16 general themes or categories and 77 primary concepts. Of course, 386 primary concepts were obtained at the beginning, and after careful examination and removal of synonyms, the number of concepts was reduced to 77 codes. Identified classes include self-deprecation, passive linearity, lack of motivation, lack of work, lack of skills, ignorance, negative consensus, inferential analysis, superficiality, weak intelligence related to individual obstacles, dry educational management, inefficient human resources, weak content related to educational obstacles, family scientism, individualism related to cultural barriers; structural instrumental gap related to structural barriers; and institutional instability is related to institutional barriers to problem solving.

Evidences and surveys showed that a set of obstacles prevent a person from choosing an important and necessary issue. The analysis showed that there are problems and obstacles in the five personal, educational, cultural, structural, and institutional dimensions that fuel the individual's inability to solve problems. In the context of individual obstacles, it can be pointed out that novice researchers have characteristics of self-deprecation, passive linearity, lack of creativity, sufficient purpose and motivation, unfamiliarity with domestic and international databases, and relative lack of proficiency in English, ignorance and knowledge gaps, lack of analytical power and inference power, as well as the negative correlation of inference analysis that can make a person face problems in problem solving. Along with personal obstacles, a set of non-personal obstacles can be seen; some of these obstacles are related to educational obstacles. The inappropriateness of university research regulations and guidelines and the managers' approach to problem solving and research is a linear and binary approach; an approach that destroys creative thinking. The weakness of human resources (inexperience of professors and faculty members) of the university can also be a problem. Familiarity with the research method can be considered as the alphabet of problem solving. Until the course units of the research seminar and research method are not taught correctly, we cannot hope for the success of the students in problem solving. The weakness of the course content, which refers to the provision of inappropriate teaching resources, non-native and not up-to-date resources, is one of the educational obstacles. In the field of cultural barriers, we can mention the avoidance of science and insufficient education of parents, which fuel the individual's weakness in problem solving. Facilities and infrastructures are needed for problem solving. Failure to provide equipment indicates the existence of a structural tool gap, which in turn is considered a potential risk for the problem-solving process. The lack of problem-solving institutions is another obstacle to research problem-solving. If these institutions are created in the heart of the library, information science specialists serve the scientific communities through a new channel by identifying and classifying the important and necessary issues of society.

It can be concluded that problem-solving is a conscious, creative, and meticulous process of searching, identifying, refining, finding, and choosing a research problem among several problems; a set of individual and non-individual factors (educational, cultural, structural, and institutional) make this process difficult. This research helped to identify and categorize research problem-finding obstacles with an interpretive approach. Considering the limited literature of scientific communities in the field of problem-solving obstacles, it can be claimed with a high confidence factor that a significant part of the scientific community's knowledge gap in the field of problem-solving obstacles was filled with the new information of this research. Also, this research has shown the interdisciplinary nature of information science and epistemology.

Nature is a theophany of divinity and motion which human lives are considered on it. Human essence along with nature, could lead to a spiritual journey and also help manifest new science to a better green and clean world. Theosophist person is watchful in holly nature and in his search toward the semantics of all creation, could feel the essence of all the beings. Mollasadra is one of those theosophists and philosophers, who have a knowledge of the being of things, and his spiritual journey is based on the essential idea of existence. That’s why his philosophy could be applicable in all periods of human science. His model of Transcendent theosophy which is based on Human, reality, and existence, is an important subject that can be applicable to the model of Human, Nature, and Architecture.The aim of this research is to express the semantic relation of divinity within nature, with human transcendence of soul, in order to reach new philosophical and scientific relation between Mollasadra's theories of nature with Biophilic technologies, to increase the quality of life.

Literature Review:

Trans-substantial Motion theory of Molasadra explains that the being of all existents, from imperfection to perfection are in motion. Therefore, the essence of all existents is in motion. The proof of such theories in the material and scientific world is important. Digital technologies in all fields are a good example of creating a virtual connection between things and their beings.According to philosophical theories of Fundamental reality of existence, Gradation of being and Trans- Substantial Motion, Mollasadra proves that nature with all its little bits is a motion, and the least concept for it is to attain perfection. Nature is the whole material in front of the immaterial world, while nature from another point of view is an inner power that orders the whole creation with divine order. It also means the simple indivisible essence of humans. Therefore nature via being a material output is also an inner quality that is one essence of humans and the world. The qualitative side of nature is applicable to basic philosophical theories.The world today is dealing with different sorts of problems in the living environment. Sustainable development was a perfect solution to this damaged world, sustainable design attempts to recognize this chaos and bring the world peace and welfare. A unity of reaching and feeling happiness is percept within all concepts and theories of trans-substantial motion to sustainable design and smart biophilic technologies via energy transformation. These theories and methods were all attempting to create a better living environment for human beings.

The research is an interdisciplinary inquiry based on Mollasadra's philosophy and Biophilic design. Therefore understanding the clear vision of professors on these two topics was essential. Also since the aim of this research is the relation between the spiritualities of nature and the perfection of the human soul via creating scientific and philosophical aspects, designing space according to new modern biophilic technologies, in order to improve the quality of life in the living spaces, is important.The qualitative research method (Grounded theory) of Strauss and Corbin, which tries to reveal the correlation of interaction of beings, is used in this research. Therefore eighteen deep interviews, in the field of Philosophy and Architecture have been done, and the data have been analyzed with MAXQDA software. As a result, 89 definitions were found which were categorized in 24 meanings, and landed on a paradigm.

The semantic analysis of the relation between Humans and Nature according to Mollasadra's Transcendental Knowledge, speaks about Biophilic Design and Mollasadra philosophy. The interdisciplinary research on these two subjects is an innovation that expresses a philosophical matter in the modern world of design.The findings of the definitions, purpose, and categorized meanings, were assorted in two tables. Table 1, defines nature as the reason for human development, which proves that, through all periods of human development, nature played a significant role in the perfection of mind, body, and living environment. Table 2 is about Divine Vicegerent. This is a term that arises from the Quran, but has a universal meaning in all civilizations. This part of the research emphasizes the relation of Divine Vicegerent and Architect, on how according to spiritualities, they create and build their living environment, which via perfecting the soul will improve quality of life.

Mollasadra’s Transcendental Knowledge, along with many supernaturalism and theism philosophies, attempts to reach wisdom that physically and spiritually improves human well-being and acts in order to create better living conditions. This attempt is based on the relation between the essence of nature with human beings. Trans-substantial motion through reaching the reality of essence transforms the human soul to feel happiness and let other human beings enjoy it, and living in an intelligent architectural space, that its aim is beneficiary renewable energies in the buildings, accomplishes this concept. Living in Biophilic places raises both the human soul and the quality of life. The industrial world today, is in need of new technologies to create natural spaces in small human living environments such as House Vertical Farm or Green Living Walls. The findings of the paradigm express the clear philosophical relation of nature and the human living environment, which explains the essence of human beings in the vicinity of nature, flows to its perfection.

At the present time, the advancement of technology in every field has accelerated to such an extent that its effects are evident everywhere, so people do not use previous methods to meet their needs. It is in this situation that institutions, organizations, bodies, etc., must change in order to maintain their survival and be present in the competition scene, otherwise, they will face challenges. Libraries are among these organizations. If libraries want to move forward with changes and developments and continue their development and evolution, they must have a plan. One of the plans that are proposed in libraries, especially in university libraries, is "strategic planning", having a strategic plan that has a specific time frame, a set of processes or should include special components appropriate for each library, examine the external environment and give a better understanding of the current and future state of the library and create a competitive advantage (Bayat and Esfandiari Moghadam, 2014, p. 85). The strategic planning process in this research is considered based on Bryson's authentic model (2013), the components that Bryson considered for this process in the book Strategic Planning in Government, Public and Non-Profit Organizations include: 1) initial agreement, 2) determining organizational tasks, 3) analyzing stakeholders, 4) mission, 5) understanding the organizational environment, 6) determining strategic issues, 7) determining strategy, 8) describing plans and actions, 9) vision of the organization and 10) operational plan. David (2013) believes that information is updated from moment to moment, as a result, information collection, analysis, and sending and receiving this information affects strategic decisions. It should be noted that information is effective in strategic planning if it is obtained from scientific research and research results and has scientific support in general. The main question of the research is how to rely on evidence-based librarianship with the components of 1) asking/formulating a detailed question in one of the subject areas of librarianship, 2) obtaining/finding the most appropriate evidence, 3) evaluating 4) applying and 5) evaluating the results, to strategic planning with the components of 1) initial agreement, 2) determining organizational tasks, 3) stakeholder analysis, 4) mission, 5) understanding the organizational environment, 6) determining strategic issues, 7) determining the strategy, 8) describing plans and actions, 9) vision of the organization and 10) operational plan helped. According to the purpose, the current research aims to answer the following questions:To what extent is the state of strategic planning of university libraries in Kermanshah based on strategic planning components?To what extent is the awareness of evidence-based librarianship among managers and librarians of university libraries in Kermanshah based on the components of evidence-based librarianship?What is the relationship between strategic planning and evidence-based librarianship components from the point of view of university library managers and librarians?             

Literature Review:

According to the definitions of Elsan and Eddy (1982, p. 4), strategic planning is "a systematic effort, in order to make decisions and carry out fundamental activities that shape the nature and how and why of the organization's actions" in ideally, strategic planning requires gathering extensive and effective information, defining the organization's mission as well as strategic issues, and finally carefully examining various solutions to achieve organizational goals and the future results of current decisions (Bryson, 2010, p. 19). Alphabet of strategic planningA: Where are we?B: Where do we want to be?A: How to reach the destination Planning in the library is not a new phenomenon. The expansion of the use of strategic planning in libraries and the desired results were among the factors that ledlibrary managers to strategicplanning. Strategic planning in a general perspective leads to the development of understanding and awareness of how the library participates in the development of society.

 The concept of evidence-based librarianship:

 Evidence-based librarianship means the optimal use of existing research findings in compiling and revising the professional activities of librarians and information specialists. Evidence-based librarianship, with a history of ten years, is considered a relatively new approach in this field, based on which librarians first collect and interpret scientific findings and then create the necessary context for integrating new knowledge to provide their own professional activities. (Mansourian, 2019) Since the idea of evidence-based librarianship was first proposed, its proponents have tried to develop a conceptual framework, principles, and steps for it that would help information professionals understand it and enable them to combine it with their professional performance (Lerdal, 2002). Evidence-based librarianship provides a self-correcting framework in such a way that until new information becomes available, it suggests new directions or methods, Cromley and Kofogianakis (2006).

The present study was descriptive and conducted in a survey method. The statistical population of this study is librarians of Kermanshah University Libraries, which is a total of 63 people. Due to the limited number of people in the statistical population, therefore, sampling has been considered in the research. The data collection tools were two researcher-made questionnaires, strategic planning, and evidence-based librarianship.

University libraries perform poorly in terms of implementing strategic planning and using evidence-based librarianship, so it seems that they still follow the previous routine in managing library affairs and providing services.Evidence-based librarianship with an approach to seeking information and expanding knowledge and having a detailed and regulated framework in five stages of formulating questions, obtaining evidence, evaluating evidence, using evidence, and evaluating the effectiveness of the operational plan, has a high capacity in implementing the process. It has strategic planning. Evidence-based librarianship by understanding and recognizing the need and formulating the question in the first stage, extracting valid evidence and finally creating opportunities in the second stage, prioritizing refereed sources in the third stage, and providing a solution with scientific support in the fourth stage, and by examining the effects of the decisions taken in the fifth stage, respectively, leads to transparency and understanding of the problem, to smoothing the detailed information about the problem in question and creating a strategy, to evaluating the strategy and achieving an effective strategy, not sacrificing time and resources in wrong decisions, increasing awareness and knowledge regarding the effectiveness of a strategy, and will be effective in strategic planning. The process of strategic planning in order to identify issues, determine goals, adopt strategies, and predict results requires approaches to gather information, critical analysis, and organization of information, so evidence-based librarianship with accumulated knowledge can be the focus of strategic planning. In other words, evidence-based librarianship acts as a tool in providing detailed information related to the subject for strategic planning, and the effectiveness of this information is to be placed in the framework of the evidence-based librarianship approach. In this way, the information produced in evidence-based librarianship will play a decisive role in strategic planning.

Knowledge must be a key value-creating resource for organizations and the knowledge management system (KMS) shall be embedded into the overall enterprise management system. Accordingly, KM has been included in the ISO 30401 standard specifying requirements for KMSs. The implementation of the ISO Knowledge Management (KM) standard is gaining increasing attention among organizations and it is bringing out several issues to investigate, such as required factors (RFs) for the implementation of KM in them based on ISO 30401 ways of “standardizing” KM systems, and risks, challenges and benefits of implementing the standard.

Research Question (s): 

This paper aims to answer the question: What factors are required to implement KM in organizations based on ISO 30401?

Literature Review:

In the past 40 years, management theory has come a long way toward explaining how value can be created from knowledge. Building on the Resource-based View, the disciplines of intellectual capital (IC) theory and knowledge management (KM) theory have thoroughly theorized the links between knowledge and firm value. On this basis, countless management initiatives have been devised and empirically examined. Against this backdrop, the International Standards Organization (ISO) released a Management Standard on Knowledge Management Systems (KMS(, which aims “to support organizations to develop a management system that effectively promotes and enables value-creation through knowledge. The ISO 30401 Knowledge Management Systems – Requirements is based on the intention to create a common denominator of an international KM development history and implementation guide. The proposed standard is an opportunity to create a common language for global conversations about KM that just might help organizations manage knowledge more effectively. One may add that the standard can also support KM scholars in agreeing on a joint theoretical and conceptual basis for future research and teaching. However, this requires a theoretical foundation. To date, the ISO 30401 has been examined at a general level, with the analysis focusing on the advantages of and criticisms to the overall structure and content of the standard. There have also been some publications on specific narrow aspects of ISO 30401, such as its implications for risk management, controlling, or enterprise architecture models. The standard has, however, not yet been systematically researched to the identified required factors (RFs) for the implementation of KM in the organizations based on ISO 30401. To fill this gap, this paper aims to the identified required factors (RFs) for the implementation of KM in the airport industry based on ISO 30401. This Is Level 2  Drawing on a review of the literature on the ISO standard for KM, the paper provides a conceptualization of the ISO KM standard through some conceptual and mind maps in Airports that systematically combine the KM requirements of ISO.

Knowledge management factors in the airport industry were first identified by utilizing a Meta-synthesis method, classified based on ISO 30401, and embedded them into a conceptual model. The questionnaire was distributed to 384 employees of Iran Airports and Air Navigation Company (IAANC) and the relationship between RFs and the structural validity of the conceptual model of research was examined by the method of confirmatory factor analysis.

The findings showed that the RFs to implement a management system for KM in IAANC include the strategy, organization’s KM culture, structure, governance and leadership; roles and responsibilities; planning, technology, processes, and operation and includes requirements that each representing a dimension of the KMS, which are interdependent: Knowledge development, knowledge conveyance and transformation and KM enablers. This study is the first to provide an integrative perspective of RFs for implementing KMS in airports based on ISO 30401. Such an identification of the RFs of the KMS could well formulate effective strategies for enhancing value-creating and improving the performance of organizations.

The findings of the structural validity of the theoretical construct using confirmatory factor analysis showed that the variables of support, the culture of knowledge management, and leadership have the greatest effect on knowledge management with values close to 0.94, 0.93, and 0.92 respectively. Planning, structure, strategy, operation, and technology and infrastructure with values of 0.88, 0.86, 0.80, 0.74, and 0.68 are respectively in the next priorities.

Today various indicators have been introduced to explain the status of a civilization, but the most important indicator is the ability to contain a crisis or manage a crisis. At different times, crises, natural disasters, and epidemics are an inevitable fact in the whole world. In addition to causing extensive and sometimes irreparable damages, crises hinder organizational goals and delay the achievement of organizational mission. As cultural and educational institutions, public libraries are not immune from the damage of crises, and various events such as floods, earthquakes, political unrest, epidemics, etc., with the negative impact of libraries, cause the stagnation of these centers. In the current research, only the crisis caused by the coronavirus or COVID-19 is considered and the consequences of the emergence of this disease on library services are investigated.

Literature Review:

Some researchers have investigated the role of groups, non-profit communities or institutions that cooperate with libraries in the COVID-19 crisis. Among these studies is the research of Kim, Choi & Jung (2020). Some studies have also been done focusing on the role of librarians in the COVID-19 crisis. Okike (2020) has examined the role of librarians in information dissemination during the COVID-19 crisis. In April 2020, the Royal Public Library Advisory Association of Georgia published an article entitled Recommendations for Library Services During the Covid-19 Pandemic, in which useful information regarding the requirements of the work environment and crisis management in libraries has been explained. Some researchers also studied the measures and services of libraries and information centers. Erich (2020) by examining 41 public, academic, and specialized libraries in Romania, measured the condition of these libraries, and how they reacted and adapted to the COVID-19 crisis. The review of previous studies shows that overcoming the crisis and its management has always been the concern of researchers and organizations, and this issue has been much more important in the case of the emerging, sudden, and surprising crisis of COVID-19 because there is little experience about this disease.

The present research was carried out in an exploratory way and with the method of observation and narrative review of researchers' works, search and observation of the performance, activities, and actions of public libraries in Iran and the world in facing the Corona crisis, and because this method emphasizes non-experientiality, therefore the researcher only searched and observed the environment and conditions without manipulating the variables. In order to obtain information and collect data required for research, two citation databases, Web of Science and Scopus, Google Scholar and Google databases, and three internal databases, Maghiran, Noormags, and comprehensive humanities portal with the keywords "crisis", "Crisis Management", "COVID-19", "Coronavirus", "Public Libraries" and their English equivalents were searched by the researcher. In addition, more than 15 websites or library portals were also checked. In terms of the time frame of the publications of the last year (late 2019 to 2020) when the coronavirus appeared in this time frame, the content was studied and reviewed.

Since the types of crises and the effects they have on societies are different, therefore, it is not possible to propose the same strategic measures to manage or deal with them. The measures used for floods, fires, or earthquakes are not the answer to the problems caused by the Corona crisis. Some experts have presented a general model for crisis management, and some have presented special models for a specific crisis due to the differences between crises. The Shobari model (2015), the Leechat model, the model of the US Federal Emergency Management Agency, and the model provided by the National Defense Organization were examined in this research. The cycle of crisis management includes the four stages of preparation, prevention, confrontation, and reconstruction. These steps are present in all models of crisis management. Therefore, the researcher has also used these basic steps to design the crisis management model of COVID-19. Also, this model is defined and designed in three phases before the crisis, during the crisis, and after the crisis.

The basic benefits and values in the management of the COVID-19 crisis and its goal and purpose for libraries and information centers are to meet the information needs and satisfaction of users. Therefore, in this research, an attempt was made to present a complete model in accordance with the current state of public libraries by examining the dimensions of this problem. This model was designed and presented in three phases before the crisis, at the beginning of the crisis, and after the crisis. In all three stages of the COVID-19 crisis management model presented in this research, the element of information plays the first and very important role. With sufficient information and its proper management by information science specialists and librarians, the critical situation can be controlled to a large extent. Regarding the model presented in the current research, it can be said that this model is a conceptual model because it symbolically presents a mental image of a series of concepts related to the disease of COVID-19 in public libraries. This model has organized almost all the information of the past researches and while reflecting the fundamental aspects of crisis management, it has summarized the differentiating activities and measures regarding the COVID-19 disease, and in the form of a fully functional template that is in line with the current conditions of the library, has provided the public services of our country.