Developing an evaluation framework for knowledge management systems in SMEs [Oral Presentation]
Citation
Bratton, A. & Thomson, A. (2018) Developing an evaluation framework for knowledge management systems in SMEs [Oral Presentation]. In: International Institute for Applied Knowledge Management Conference: Research, Organization, and Applied Innovation. University of Pisa, Italy, 20-23 June.
Abstract
This paper develops an evaluation framework for knowledge management systems (KMS) in
small and medium-sized enterprises (SMEs). An embedded research approach was used to
develop an evaluation framework for KMS in a small, UK-based, information technology (IT)
consultancy. This research develops on Nevo, Furneaux, and Wand (2008)’s framework, which
builds on the theoretical foundations underpinning organizational knowledge management. The
framework is evaluated through its application in the case study company. This paper presents
evidence of the effectiveness of the Nevo et al. (2008) framework. First, it provides an overview
of knowledge management (KM) activities and a software specification for the KMS. This
involved an investigation of existing KM activities within the company’s project lifecycle to
facilitate the identification of user requirements. The next stage of the evaluation process
identified key KMS capabilities required to support the company’s project lifecycle KM
activities. The four data collection approaches used were: (1) mapping of the essential
information used in the company’s project lifecycle process, (2) questionnaire, (3) semistructured interview, and (4) informal discussion. Second, it examines the application of the
framework through the case study. This involved evaluating three KMS providers and three
KMS already used within the company. A key contribution of this research is building on Nevo
et al. (2008)’s framework by assigning relative weights of importance to each of the KMS
capabilities. For example, knowledge importation, search and retrieval, and metaknowledge were
identified as key KM capabilities. This weighted importance approach potentially improves both
the decision-making and evaluation process when undertaking a KM initiative. The approach
used builds on an existing framework and through application demonstrates the practical utility
of a theory-based evaluation framework.