TAILIEUCHUNG - From Data to Knowledge and Back Again: Understanding the Limitations of KMS

The mixed results reported in the studies mentioned indicate a fundamental problem in the IS field’s approach to the concept of knowledge. Support for this assertion comes from Galliers and Newell (2001) who voice deep-seated concerns about the knowledge-management paradigm and its influence on the IS field. | Knowledge and Process Management Volume 10 Number 3 pp 144–155 (2003) Published online in Wiley InterScience (). DOI: & From Data to Knowledge and Back Again: Understanding the Limitations of KMS Tom Butler* Business Information Systems, University College Cork, Ireland Researchers in the field of information systems (IS) view IT-enabled knowledge management solutions as novel approaches to the stimulation of creativity and innovation in post-industrial organizations; hence, the focus by researchers on the role of information and communication technologies (ICT) in enabling and supporting knowledge work. However, despite some suc- cess stories, recent research indicates that the majority of knowledge management systems (KMS) have been unsuccessful. This situation has led some to voice deep-seated concerns about the knowledge management paradigm and its influence on the IS field—particularly the belief that IT can help capture, store and transfer knowledge. This paper’s objective is to deepen the IS field’s understanding of the limitations and capabilities of knowledge management systems. A case study of an Irish software vendor’s experiences in developing KMS using case-based reasoning technologies is undertaken to help achieve this objective. The findings of this study illustrate that: (a) the KMS developed in the organization studied did not meet the claims of their creators, as the applications provided a poor approximation of the ‘horizons of under- standing’ of domain experts whose knowledge these systems purported to capture, store and transfer; (b) the ontological and epistemological perspectives of developers were overtly functionalist in orientation and were insensitive to the socially constructed and institutional nature and context of knowledge. The findings lend weight to the claim that information tech- nology deals with data only, and knowledge management requires social as opposed to tech- nical support, in that .

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