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Understanding knowledge management interventions: evidence from supporting (E‐)banking activities
Author(s) -
Samiotis Kostas,
Poulymenakou Angeliki,
Doukidis George
Publication year - 2003
Publication title -
knowledge and process management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.341
H-Index - 44
eISSN - 1099-1441
pISSN - 1092-4604
DOI - 10.1002/kpm.175
Subject(s) - psychological intervention , business , knowledge management , process management , psychology , computer science , psychiatry
This paper attempts to describe the organizational affordances of knowledge management intervention endeavours. Our assertion bases KM on the specificities of the organizational workplace with regard to its constitution as conceptualized through its activities, knowledge content and social interactions. Theoretical argumentation utilizes the explanatory power of ‘work practice’ to expound its relevance with managing knowledge and learning. Our findings offer useful insights regarding the constituencies of informants required, as well as the elements affected by KM interventions. We conclude with prescribing appropriate actions for system‐enabled actualization of KM at the workplace. Empirically, we base our propositions on experiences deriving from our engagement in the implementation of a KM solution in a bank organization aiming at the support of a newly employed and strategically important (e‐)banking role, the ‘front‐line customer service’ Copyright © 2003 John Wiley & Sons, Ltd.