LOTUS NOTES FOR KNOWLEDGE MANAGEMENT IN SMEs: THE CASE OF A DEVELOPING COUNTRY

This paper explores the potential of Lotus Notes as a knowledge management tool in small and medium sized firms (SMEs) in developing countries. It argues that, though the use of Lotus Notes has been studied, emphasis has remained primarily on large firms in developed countries. This study employs an interpretive approach using the case study method. It develops a taxonomy of Lotus Notes use involving publishing, searching, maintaining, sharing, creating and exploring within the context of different knowledge management processes; notably communicating, co-ordinating and collaborating. For the purpose of this paper the case of ComNotes is presented. The key findings suggest that publishing, searching, sharing and maintaining are the use modes for enabling sharing and storing information. Evidence of knowledge creation was found at the departmental level and not at the organizational level. However, the study also finds that small firms may explore more groupware potentials than large organizations. It is argued that this reflects the context of small organizations; implications for further research are identified.