- by Gery, Gloria. Knowledge Management. July 2001. Too many organizations spend lots of time and money developing knowledge and support resources without getting the business and performance outcomes they need. There’s no mystery as to why: it results at least in part from the way organizations historically have approached knowledge organization and delivery. Support tools typically are developed by functional groups that operate in organizational silos--documentation, training, business management, information systems or support services and help desks. While each of the resulting knowledge resources may be well structured, none alone is sufficient to allow the company to realize the bottom-line value of knowledge synergies. That’s because each tool has a different goal and is designed, independent of any larger considerations, to achieve it.