The Electronic Journal of Knowledge Management publishes original articles on topics relevant to studying, implementing, measuring and managing knowledge management and intellectual capital.

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Journal Article

Knowledge Management Model for Information Technology Support Service  pp353-367

Maria Mvungiand Ian Jay

© Jun 2009 Volume 7 Issue 3, Editor: Dan Remenyi, pp297 - 397

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Abstract

User support has been in existence since the inception of computers in business and with their workforce dependent on technology, organizations depend on the quality of information technology (IT) support services to quickly restore and prevent any downtime due to any failure in technology or its use. Standardization of systems, and the speed with which knowledge becomes redundant, means that support‑personnel technical knowledge is gained and discarded on a continuing basis. This research evaluates how an organization can conceptualize knowledge management (KM) of IT Support in order to maximize user productivity. Grounded Theory approach is used to explore the knowledge management activities and processes present within the Electronic and Information Technology (EIT) group of a multidisciplinary research centre called iThemba Laboratory for Accelerator Based Science (LABS). Firstly, the approach involved participant observation to gather information about the work flow of EIT support forming the first attempt at open coding. Secondly, semi‑structured interviews, as well as the use of the Repertory Grid Technique were used to gather multiple perspectives of support personnel. Extant literature was then incorporated to develop the emergent theory. This research found that the knowledge management foundation for IT Support is strategy and culture based on the constructs of commitment and reciprocity. Further, communication and competency were identified as additional enabling conditions. From this, an adapted KM model for IT Support Service is presented. The model agrees with Nonaka and Konno's 'ba' concept within the Socialization‑Externalization‑Combination‑Internalization (SECI) process. Every transition between the quadrants representing ba (knowledge platforms) requires 'conversion energy', in agreement with IT Service Management Service Management Functions of Microsoft's Operations Framework.

 

Keywords: knowledge management, information technology, support service, repertory grid, grounded theory

 

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Journal Article

Knowledge Creation in a Participatory Design Context: The use of Empathetic Participatory Design  pp49-65

Stephen Kyakulumbye, Shaun Pather, Mmaki Jantjies

© Apr 2019 Volume 17 Issue 1, Editor: Ettore Bolisani, pp1 - 88

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Abstract

The growth and penetration of Internet across developing countries has led to availability of a plethora of ICT applications. Quite often, potential users of these applications hold varying perceptions, both negative and positive, in respect of potential usefulness. This in turn, results into variations in adoption outcomes. The extant literature posits that 80% of user perceptions are negative while only 20% of their perceptions towards available ICT application are positive. The negative perceptions inevitably results in low adoption or at times even non‑adoption of applications, which then remain under or un‑utilized. This paper reports on a participatory action research study, which explores how ICT application adoption may be enhanced through ‘empathetic participatory design’ as a method for creating knowledge that may have meaningful application utility. This is achieved through user behavioural simulation. The main mode of data collection and analysis was the repertory grid technique used to elicit constructs from simulated prototyped elements of a selection of applications. In this paper, the knowledge creation process involves the use of design scenarios and use‑cases from the typical users’ point of view during co‑problem discovery and scoping in respect of problems identified by the user community. The findings of this paper reveal that a co‑design approach results in reflective experiences, that create a hybridity of knowledge which is both tacit and explicit, reciprocating each other to enrich the design outcomes of the applications. We argue that knowledge is not only a belief of knowing and thinking but rather has the ability to be transformed into real action. The paper posits that tacit and explicit forms of knowledge are inextricably linked and that knowledge is created and expanded through social interaction between tacit knowledge and explicit knowledge using modes and methods of ‘knowledge conversion’.

 

Keywords: Co-design, Empathetic participatory design, repertory grid technique, prototyping, situation awareness, tacit knowledge, explicit knowledge, ICT development

 

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Journal Issue

Volume 17 Issue 1 / Apr 2019  pp1‑88

Editor: Ettore Bolisani

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Keywords: Job satisfaction, knowledge sharing, organizational culture, company performance, Hofstede’s cultural dimensions, structural equation modeling, knowledge management, knowledge workers, Trust, Knowledge sharing, Social Capital, Networks, Tacit knowledge, Knowledge workers, knowledge, innovation, Baltic Countries, manufacturing sector, Co-design, Empathetic participatory design, repertory grid technique, prototyping, situation awareness, tacit knowledge, explicit knowledge, ICT development, knowledge transfer, post-acquisition integration, acquisition, mergers and acquisition (M&A), case study, knowledge transfer factors knowledge, big data, intangible assets, intelligence, social media, brand equity

 

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