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Purpose – This paper aims to examine the complexities emerging in the attempts to develop a sophisticated IT-based knowledge management system (KMS) for sharing knowledge. Using actor-network theory, the authors conceptualise this as continuous processes of translation, whereby heterogeneous human and non-human (e.g. technologies, methods and plans) elements are drawn together and mobilised to produce stable networks through associations between them. Design/methodology/approach – The case study method was adopted using a narrative approach that studies the ways of organising work in organisations. Shadowing, field notes, diary studies and participant observation were the main data collection methods used. Findings – The development and introduction of a KMS is a contingent and local process shaped by messy translations whereby the original idea, human and other non-human elements are reconfigured. By considering humans and non-humans symmetrically, the intended and unintended actions, and the role of une...

From implementation to appropriation: understanding knowledge management system development and introduction as a process of translation