Handbook of Organizational Learning and Knowledge Management, Second Edition

Abstract

Information technology (IT) has been closely associated with the development of the great majority of knowledge management initiatives. However, most accounts have focused on technical aspects, while few have considered the use of it in relation to its social context. This chapter examines some of the challenges and opportunities that surround the use of IT in knowledge management initiatives from a relational perspective, which views knowledge as being processual, provisional, and highly context dependent. Specifically the chapter considers the lessons arising within the relational literature which has considered those technologies that have been used most extensively to support knowledge working (intranets, groupware, and databases), and compares and contrasts these insights with the issues that arose in a UK pharmaceuticals company which introduced a groupware application to support its knowledge management initiatives. Based on these lessons I briefly consider a new set of technologies (known as Enterprise 2.0), that some commentators are suggesting will transform knowledge management. Some practical implications are then provided.