We are interested in designing systems that support communication and collaboration among large groups of people over computer networks. We begin by asking what properties of the physical world support graceful human-human communication in face-to-face situations, and argue that it is possible to design digital systems that support coherent behavior by making participants and their activities visible to one another. We call such systems "socially translucent systems" and suggest that they have three characteristics-visibility, awareness, and accountability-which enable people to draw upon their social experience and expertise to structure their interactions with one another. To motivate and focus our ideas we develop a vision of knowledge communities, conversationally based systems that support the creation, management and reuse of knowledge in a social context. We describe our experience in designing and deploying one layer of functionality for knowledge communities, embodied in a working system called "Babble," and discuss research issues raised by a socially translucent approach to design.

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Knowledge management is often seen as a problem of capturing, organizing, and retrieving information, evoking notions of data mining, text clustering, databases, and documents. We believe that this view is too simple. Knowledge is inextricably bound up with human cognition, and the management of knowledge occurs within an intricately structured social context. We argue that it is essential for those designing knowledge management systems to consider the human and social factors at play in the production and use of knowledge. We review work-ranging from basic research to applied techniques-that emphasizes cognitive and social factors in knowledge management. We then describe two approaches to designing socially informed knowledge management systems, social computing and knowledge socialization.

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