In the IS literature, commitment is typically considered to involve organizational or managerial support for a system and not that of its users. This paper however reports on a field study involving 16 organizations that attempted to build user involvement in developing a knowledge management strategy by having them design it. Twenty-two IT-supported group workshops (involving 183 users) were run to develop action plans for better knowledge management that users would like to see implemented. Each workshop adopted the same problem structuring technique to assist group members develop a politically feasible action plan to which they were psychologically and emotionally dedicated. In addition to reviewing the problem structuring method, this paper provides qualitative insight into the factors a knowledge management strategy should have to encourage user commitment. © 2004 Elsevier B.V. All rights reserved.
Bibliographical noteNOTICE: this is the author’s version of a work that was accepted for publication in Information and management. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Edwards, John S. and Shaw, Duncan A. (2005). Building user commitment to implementing a knowledge management strategy. Information and Management, 42 (7), pp. 977-988. DOI http://dx.doi.org/10.1016/j.im.2004.11.002
- communities of implementation
- group workshops
- knowledge management strategy
- problem structuring methods
- user commitment