An Exploratory Study on the Use of Knowledge Management System and the Employees’ Perception on Organisational Knowledge Sharing and Reuse

Abstract

Interest in adopting new digital platforms among Malaysian companies to share, collaborate, crowd source and reuse (both internally and externally) knowledge has recently been on the rise. Challenges persist, however; organisational, people and technological factors are not always easily adapted in well-planned implementation strategies [1, 2, 3]. This research studied the implementation of Practice of Knowledge Management (POKM) that is currently used in an information technology (IT) shared services company. The research findings highlighted that the technological, people and organisational factors affect differently knowledge workers at the junior, middle and senior levels. The findings also highlighted that the POKM quality is stable and organisation of the content is rated well. However, POKM has a poor response time and search capability. Hence, the content is difficult to locate, but most participants agree that knowledge in the POKM is useful for their day-today job, accessible anytime and anywhere. The user interface of POKM is not very easy to use, with a weak set of functions and features. And users are not very satisfied with the efficiency and effectiveness of the systems. However, employees are satisfied with the ease of access, download and reuse of knowledge. Most users agree that POKM is a new knowledge acquisition enabler. Innovative ideas and tasks can be accomplished more efficiently. Lastly, users agree that POKM enables knowledge sharing and creation.