The introduction of knowledge management technology within the British Council : an action research study

Venters, WJ

Abstract

The study describes action research undertaken within the Knowledge Management
programme of the British Council, a not-for-profit multinational organisation. An
interpretive methodology is adopted because of its appropriateness to the study of
real-life complex situations. There is a contested literature on Knowledge
Management which this study explores and contributes too.
The action research draws on a social constructivist stance to develop and introduce
Knowledge Management systems for significant groups within the organisation. A
rich set of issues emerge from the literature, and the action research, which
contribute to the discourse on Knowledge Management systems and their use in
practice. The study suggests that a methodological framework is beneficial in
supporting the development and introduction of such systems. However the research
identified that Knowledge Management problems cannot be identified and so reconceptualises
Knowledge Management in terms of improvement. A framework is
developed (AFFEKT: Appreciative Framework for Evolving Knowledge
Technologies) to such improvement. This framework is used in the final action
research cycle. The conclusions are drawn from a reflection on the application of this
framework and reflection on broader issues raised by the action research.
The study concludes that knowledge management systems should introduced through
an ongoing iterative process of reflection and action. Knowledge Management
systems should encourage new work practices, however this requires a realisation
that the development of a Knowledge Management systems is a reflective process by
which the system is integrated into existing practice and enables users to critique this
practice. The study contributes to the discourse concerning the application of technology
within Knowledge Management (Galliers 1999; Alavi and Leidner 2001; Butler
2002; Wickramasinghe 2002). It contributes to the field of Information Systems by
describing a coherent narrative on the introduction of knowledge management
systems within a unique organisational context, and by developing a framework to
aid intervention.

Citation

Venters, W. The introduction of knowledge management technology within the British Council : an action research study. (Thesis). University of Salford, UK

• Thesis Type: Thesis
• Deposit Date: Jun 23, 2009
• Publicly Available Date: Jun 23, 2009
• Additional Information: Additional Information : PhD supervisor: Professor Bob Wood; Projects : GEMISIS
• Award Date: Jan 1, 2003