Knowledge Management Processes: Storing, Searching and Sharing Knowledge in Practice

Knowledge management includes several processes, e.g., knowledge creation, knowledge storing, sharing, and using knowledge. When these processes run smoothly, an organization can confirm that information is available for users whenever needed. This is essential for organizations that sell knowledge based services. However, often these processes are not as effective as they could be. In this article the authors concentrate on the following knowledge management processes: storing, searching, and sharing knowledge. The purpose of the research was to find out the different kind of practices companies use for these processes and how information technology can help companies produce these processes more effective. This paper includes the theoretical background of knowledge management and its processes as well as the results of an empirical benchmarking research done among medium sized and large organizations in knowledge intensive businesses. DOI: 10.4018/jisss.2012070102 30 International Journal of Information Systems in the Service Sector, 4(3), 29-39, July-September 2012 Copyright © 2012, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited. The paper starts with an introduction of the theoretical background about knowledge and knowledge management processes. The theoretical background was used when planning the empirical research. This is followed by the research method and results of the empirical research. Benchmarking the situation of the case company with the results of the empirical research will be introduced next. Finally, the managerial implications of the research will be discussed. KNOWLEDGE MANAGEMENT There are several different definitions for ’knowledge’ and ’knowledge management.’ Also ‘knowledge management processes’ can be defined in various ways. Some of these definitions are introduced in this chapter to provide background for the empirical study. The definitions used in this research are presented.