Understanding knowledge management interventions: evidence from supporting (E-)banking activities
✍ Scribed by Kostas Samiotis; Angeliki Poulymenakou; George Doukidis
- Publisher
- John Wiley and Sons
- Year
- 2003
- Tongue
- English
- Weight
- 154 KB
- Volume
- 10
- Category
- Article
- ISSN
- 1092-4604
- DOI
- 10.1002/kpm.175
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✦ Synopsis
Abstract
This paper attempts to describe the organizational affordances of knowledge management intervention endeavours. Our assertion bases KM on the specificities of the organizational workplace with regard to its constitution as conceptualized through its activities, knowledge content and social interactions. Theoretical argumentation utilizes the explanatory power of ‘work practice’ to expound its relevance with managing knowledge and learning. Our findings offer useful insights regarding the constituencies of informants required, as well as the elements affected by KM interventions. We conclude with prescribing appropriate actions for system‐enabled actualization of KM at the workplace. Empirically, we base our propositions on experiences deriving from our engagement in the implementation of a KM solution in a bank organization aiming at the support of a newly employed and strategically important (e‐)banking role, the ‘front‐line customer service’ Copyright © 2003 John Wiley & Sons, Ltd.