Barriers and facilitators to the use of knowledge management systems

A post-implementation review of usage and user experiences of an electronic information management system (EIM) in a multinational company suggests that a 'technology push' approach to knowledge management has serious limitations.

Abstract

This paper reports a post-implementation review of usage and user experiences of an electronic information management system (EIM) in a multinational company. The implementation of this system was the first step in the company's programme to achieve effective knowledge management leading to innovative and integrated business solutions. In the context of low levels of usage, users were asked to identify barriers and facilitators to the use of EIM. The resultant list relates to a considerable array of human and organizational issues that the current implementation methodology has failed to address. This failure impedes progress towards effective knowledge management and realization of the associated business advantages. The findings suggest that a 'technology push' approach to knowledge management has serious limitations. The identification of the critical success factors for EIM provides the basis for a change management process that includes development of the knowledge sharing culture needed to enable effective knowledge management.