Activity analysis of a knowledge management system: adoption and usage case study

Authors:
Ray Kekwaletswe;Thuli Bobela
Affiliations:
Tshwane University of Technology, Pretoria, South Africa;Tshwane University of Technology, Pretoria, South Africa
Venue:
Proceedings of the South African Institute of Computer Scientists and Information Technologists Conference on Knowledge, Innovation and Leadership in a Diverse, Multidisciplinary Environment
Year:
2011

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Abstract

The aim of this paper is to present a qualitative study whose aim was to investigate knowledge management system usage in a large organization through the lens of activity theory. The study analyzed actions and behavior of users, in order to identify the factors that determine the use of knowledge management systems. The empirical evidence was obtained through open-ended questionnaires, interviews and direct observations at the work environment. The study revealed that there was lack of employee participation and involvement during the implementation of the KMS, and this was identified, among other factors, as the contributing factor to user resistance and reluctance to use the system, thereof. The value and strategic intent of the knowledge management system was not clear to most employees; thus, instead of using the implemented system to share, create, store and transfer knowledge, employees instead reverted to using varied other mechanism to interact with colleagues.