Knowledge management systems: finding a way with technology

John Steven Edwards · Duncan Shaw · Paul M. Collier

124 citations0/0 files storedJournal of Knowledge Management

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Knowledge Management and Sharing Knowledge Management and Technology Information Architecture and Usability

Abstract

Purpose To consider the role of technology in knowledge management in organizations, both actual and desired. Design/methodology/approach Facilitated, computer‐supported group workshops were conducted with 78 people from ten different organizations. The objective of each workshop was to review the current state of knowledge management in that organization and develop an action plan for the future. Findings Only three organizations had adopted a strongly technology‐based “solution” to knowledge management problems, and these followed three substantially different routes. There was a clear emphasis on the use of general information technology tools to support knowledge management activities, rather than the use of tools specific to knowledge management. Research limitations/implications Further research is needed to help organizations make best use of generally available software such as intranets and e‐mail for knowledge management. Many issues, especially human, relate to the implementation of any technology. Participation was restricted to organizations that wished to produce an action plan for knowledge management. The findings may therefore represent only “average” organizations, not the very best practice. Practical implications Each organization must resolve four tensions: between the quantity and quality of information/knowledge, between centralized and decentralized organization, between head office and organizational knowledge, and between “push” and “pull” processes. Originality/value Although it is the group rather than an individual that determines what counts as knowledge, hardly any previous studies of knowledge management have collected data in a group context.

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References

1998Working knowledge: how organizations manage what they know 2001Review : Knowledge Management and Knowledge Management Systems: Conceptual Foundations And Research Issues1,2 1999Knowledge Management Systems: Issues, Challenges, and Benefits 1998Making Strategy: The Journey of Strategic Management 2001Knowledge Management Strategies: Toward a Taxonomy 2003Informal Networks : The Company behind the Chart 2018INFORMATION TECHNOLOGY AND KNOWLEDGE MANAGEMENT 2000Barriers and facilitators to the use of knowledge management systems

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