Intranets and knowledge management: complex processes and ironic outcomes

This paper considers the adoption of Intranet technology as a vehicle for developing an organisation-wide knowledge management system and the problem of using the Intranets for corporate collaboration, given the interpretive flexibility inherent within the technology.

Abstract

This paper considers the adoption of Intranet technology as a vehicle for developing an organisation-wide knowledge management system. The Intranet is described as a de-centred or open technology, which therefore has the potential for multiple interpretations and effects. At the same time, the Intranet is often promoted as a collaborative communication technology. The design and implementation of the Intranet within a large global bank demonstrates the problem of using the Intranet for corporate collaboration, given the interpretive flexibility inherent within the technology. Rather than create a centripetal force, integrating individuals across this particular organisation, the Intranet ironically actually created a centrifugal force which reinforced the existing functional and national barriers with electronic knowledge silos.