Using soft systems as a methodology for researching knowledge management problems

There has been a growing interest in the use of Soft Systems Methodology (SSM) in helping solve information systems problems. This paper applies the SSM methodology within the context of action research in solving a knowledge management problem in a real world situation. The level of success in implementation of knowledge management initiatives is significantly dependent on the right balance of intervention and reflection on the current practices of the organisation. In this context SSM becomes a very valuable strategy for conducting practice-driven information research. A case study from the health care area is provided as an example of how SSM can be used to understand complex situations and as problem solving strategy for knowledge management.