The Electronic Journal of Knowledge Management publishes original articles on topics relevant to studying, implementing, measuring and managing knowledge management and intellectual capital.

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Journal Issue
Volume 7 Issue 3 / Jun 2009  pp297‑397

Editor: Dan Remenyi

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Faculty Perceptions of Business Communication Skills and Needs of Management Students  pp297‑312

Shailja Agarwal, Jaya Chintranshi

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Knowledge Sharing in Academic Institutions: a Study of Multimedia University Malaysia  pp313‑324


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Organisational Knowledge Base and Knowledge Transfer in the Shipping Industry  pp325‑340

Jiangang Fei, Solomon Chen, Shu-Ling Chen

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Leveraging Knowledge Understanding in Documents  pp341‑352

Moria Levy

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Knowledge Management Model for Information Technology Support Service  pp353‑367

Maria Mvungiand Ian Jay

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User support has been in existence since the inception of computers in business and with their workforce dependent on technology, organizations depend on the quality of information technology (IT) support services to quickly restore and prevent any downtime due to any failure in technology or its use. Standardization of systems, and the speed with which knowledge becomes redundant, means that support‑personnel technical knowledge is gained and discarded on a continuing basis. This research evaluates how an organization can conceptualize knowledge management (KM) of IT Support in order to maximize user productivity. Grounded Theory approach is used to explore the knowledge management activities and processes present within the Electronic and Information Technology (EIT) group of a multidisciplinary research centre called iThemba Laboratory for Accelerator Based Science (LABS). Firstly, the approach involved participant observation to gather information about the work flow of EIT support forming the first attempt at open coding. Secondly, semi‑structured interviews, as well as the use of the Repertory Grid Technique were used to gather multiple perspectives of support personnel. Extant literature was then incorporated to develop the emergent theory. This research found that the knowledge management foundation for IT Support is strategy and culture based on the constructs of commitment and reciprocity. Further, communication and competency were identified as additional enabling conditions. From this, an adapted KM model for IT Support Service is presented. The model agrees with Nonaka and Konno's 'ba' concept within the Socialization‑Externalization‑Combination‑Internalization (SECI) process. Every transition between the quadrants representing ba (knowledge platforms) requires 'conversion energy', in agreement with IT Service Management Service Management Functions of Microsoft's Operations Framework. 


Keywords: knowledge management, information technology, support service, repertory grid, grounded theory


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Situated, Embodied Human Interaction and its Implications for Context Building in Knowledge Mobilisation Design  pp368‑377

Erkki Patokorpi

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Power, Discursive Practices and the Construction of the "Real"  pp378‑387

Alketa Peci, Marcelo Vieira

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Pluralism in Knowledge Management: a Review  pp388‑397

James Sheffield

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