Success or failure in knowledge management systems: a universal issue

Granados, M., Coakes, E. and Amar, A.D. 2013. Success or failure in knowledge management systems: a universal issue. in: Henriksen, H.Z., Dwivedi, Y.K. and Wastell, D. (ed.) Grand Successes and Failures in IT: Public and Private Sectors Berlin, Heidelberg Springer. pp. 39-56

Chapter titleSuccess or failure in knowledge management systems: a universal issue
AuthorsGranados, M., Coakes, E. and Amar, A.D.
EditorsHenriksen, H.Z., Dwivedi, Y.K. and Wastell, D.
Abstract

This paper takes a sociotechnical viewpoint of knowledge management system (KMS) implementation in organizations considering issues such as stakeholder disenfranchisement, lack of communication, and the low involvement of key personnel in system design asking whether KMS designers could learn from applying sociotechnical principles to their systems. The paper discusses design elements drawn from the sociotechnical principles essential for the success of IS and makes recommendations to increase the success of KMS
in organizations. It also provides guidelines derived from Clegg’s Principles (2000) for KMS designers to enhance their designs. Our data comes from the
application of a plurality of analysis methods on a large comprehensive global survey conducted from 2007 to 2011 of 1034 participants from 76 countries.
The survey covers a variety of organizations of all types and sizes from a comprehensive selection of economic sectors and industries. Our results showed
that users were not satisfied with the information and knowledge systems that they were being offered. In addition to multiple technology and usability issues,
there were human and organisational barriers that prevented the systems from being used to their full potential. We recommend that users of KMS are integrated
into the design team so that these usability and other barriers can be addressed during the feasibility stage as well as the actual design and implementation
phases.

Book titleGrand Successes and Failures in IT: Public and Private Sectors
Page range39-56
Year2013
PublisherSpringer
Filechp%3A10.1007%2F978-3-642-38862-0_3.pdf
Publication dates
Published14 Jun 2013
Place of publicationBerlin, Heidelberg
ISBN9783642388613
ISSN1868-4238
Digital Object Identifier (DOI)doi:10.1007/978-3-642-38862-0_3

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