Knowledge Management in Small Firms

This paper explores knowledge management in small and medium-sized firms (SMEs). It investigates the use of Lotus Notes in SMEs of a developing country as a counterpoint to the large firm, developed country emphasis of existing research. It develops taxonomy of Lotus Notes use within the context of different knowledge management processes; notably communicating, co-ordinating and collaborating. The study employs an interpretive approach using three case studies. The key findings suggest that publishing, searching, sharing and retrieving are the user modes for enabling sharing and storing information. Evidence of knowledge creation is found at the departmental level but not at the organizational level. Further, small firms may explore more groupware potential than large organizations and this reflects their different context. Finally, implications for further research are identified. Introduction Complex, competitive and dynamic business environments necessitate adaptive, flexible and responsive organizations. Accordingly, organizations are often compelled to invest in information technologies (IT) that enable access to a wider pool of resources and, in particular, knowledge sharing. A variety of information technologies have been designed and implemented to facilitate the management of knowledge including groupware (Arumn et al, 2008; Bellanger and Allport, 2008; Ciborra, 1996; Hayes, 2001) that supports communication, collaboration and coordination (Orlikowski, 1996). This paper investigates the use of Lotus Notes, a wellknown groupware application. It advances the debate on the potential of groupware in knowledge management. It posits that although Lotus Notes is the focus of existing research, a paucity of studies exists about its use in relation to knowledge management in the context of small and medium-sized enterprises (SMEs) and none in developing countries. The paper is structured as follows: first it reviews existing studies on Lotus Notes and identifies its uses for knowledge sharing. Then a framework of Lotus Notes use modes is developed which is examined within the context of specific organizations in Thailand. Theoretical foundations