Building a Knowledge Management System for Content Sharing with Customers

Abstract

The objective of this study is to build a roadmap for the design of a robust and scalable Knowledge Management System (KMS) for a small-sized IT consultancy company. The purpose of KMS is to manage knowledge sharing and transfer in the organization. The design of KMS typically depends on the needs of an organization and the selection of tools chosen for it. In this study, the aim is to share information among the users in an effective and convenient manner. This study uses case study as its research approach. The data came from the analysis of multiple projects done by the case company and feedback on knowledge sharing by the project members, especially concerning the needs for more collaboration. Semi-structured interviews were used to collect the data on the users’ needs. The KMS proposal was evaluated by internal company representatives. The outcome of this research is a model for building a robust, scalable and full-featured KMS. A good example for management of knowledge using this type of KMS was found and scrutinized before the final proposal was developed. As practical implications of the study, a roadmap for necessary actions was proposed.