Knowledge Capture in E-Services Development: A Prosperous Marriage?

Knowledge Capture in E-Services Development: A Prosperous Marriage?

Eva Söderström, Lena Aggestam, Jesper Holgersson
DOI: 10.4018/jssoe.2010040102
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In this paper, the authors examine whether the union of Knowledge Management with e-services development would be successful in performing as a collaborative functioning unit. The focus of this research is examining the potential for using Knowledge Management as a means for improving research and practice in e-services development. The authors analyze a real-life case against the Knowledge Capture model and its associated knowledge loss. The results show that KM theory has definite potential to elevate e-services research and practice, for example, by adding analysis and decision points concerning what knowledge to use and how to collect it. This is particularly relevant when collecting requirements, information, and desires from potential users of an e-service at the start of a development project.
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Knowledge Management

Successful Knowledge Management (KM) that contributes to improved organizational effectiveness requires that the appropriate knowledge is provided to those that need it when it is needed (Jennex et al., 2007). One way to do this is to implement Electronic Knowledge Repositories (EKR). EKR is a key form of KM (Kankanhalli et al., 2005), and EKR is also the focus in this paper. EKR make it possible to store and provide the right knowledge to those when they need it, but EKR also prevent knowledge from being lost when a specific employee leaves the organization. However, knowledge sharing through the use of EKRs must be regarded as a means, not an end, to the purposes for sharing knowledge (Carlsson & Kalling, 2006).

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