Knowledge management is an important area targeting improvements in organisational functionality ... more Knowledge management is an important area targeting improvements in organisational functionality and performance. Technological tools of ever increasing sophistication are available for use in achieving the dissemination and sharing of data, information and knowledge across the organisation. However, despite the existence and capability of these tools, knowledge management in many organisations all too often does not deliver the benefits sought from it. Other important issues that arguably play a pivotal role in the success of knowledge management initiatives are organisational and human-related. Holistic knowledge management practice should take such matters more into account than is typically the case. The panel will present two main perspectives on knowledge management efforts, a ‘constructivist’ one and a ‘theoretical’ one, with a particular focus on the human and organisational issues involved. Constructive approaches are aimed at enabling purposeful intervention in the organis...
This paper examines the role of knowledge management and knowledge management systems (KMS) for s... more This paper examines the role of knowledge management and knowledge management systems (KMS) for supporting knowledge work. We argue that an organization benefits from knowledge management systems when it is focused on a specific task as knowledge is always task-specific and situated in the specific context in which the task is instantiated. Providing support for knowledge work at the task level complements the work practices of actors performing the task. Such a system supports extended functionality such as reasoning, memory aids, and explanation facilities and learning capability, amongst other facilities. A system with such capability can be defined Knowledge Work Support System. The paper discusses the task-based knowledge management approach at individual and organisational levels and describes its application to the strategy development at an International Bank.
Recent years have seen an explosion in social media in our everyday lives, and a corresponding in... more Recent years have seen an explosion in social media in our everyday lives, and a corresponding increase in social media research in IS. As social media researchers, we are intrigued by the problem of virtuality and context in social media research, and how we might apply reflexive research principles to such settings. In social media, the absence of a setting's real physical boundaries (to a large extent) limits participants' ability to create a common experience at the present time and develop a history of shared experiences. As a result, we would contend that many social media researchers' interpretations of data in social media settings are often black-boxed. In this paper, we argue that many of the challenges concerned with social media settings, by nature, are emergent and linked to their virtual and contextual features. We use the Klein and Myers (1999) framework for traditional interpretive field studies as a vehicle for unpacking these challenges. We contend that these challenges may remain unnoticed if researchers do not actively reflect upon their impact on the research process. In this paper, we present a framework for social media research, considering social media research as a reflexive space, building on the notion of three levels of reflexivity: theory, design and practice. Finally, we discuss some implications of reflexivity for qualitative social media research in IS.
This paper proposes multi-agent e-negotiation support architecture for boundary conflict resoluti... more This paper proposes multi-agent e-negotiation support architecture for boundary conflict resolution. We use intelligent agents to act as human assistants during the negotiation task and provide means and resources for making final decisions in case there is a discrepancy in opinions about the decision matter. As an illustration we describe a scenario in marine weather forecasting and discuss how the proposed framework may support forecasters when negotiating agreements toward a consistent forecast policy at the boundary of regional forecasting centres.
Proceedings of the 32nd Annual Hawaii International Conference on Systems Sciences. 1999. HICSS-32. Abstracts and CD-ROM of Full Papers, 1999
The paper proposes a Situated Activity Theory view of collaborative knowledge work. Activity Theo... more The paper proposes a Situated Activity Theory view of collaborative knowledge work. Activity Theory is argued to be particularly relevant in the context knowledge work since the body of knowledge is a historically accumulated social construction. Situated Activity Theory makes a distinction between activity, tasks and encounters, the first two following the traditional distinction between activity and action in Activity Theory. Encounters are incorporated to model explicitly the temporal organisation of work. Referring to the high variety of knowledge work, Situated Activity Theory suggests an instansiation process in which an activity is instansiated into an action working on a single object of work. The culturally developed activity system is seen to serve as a significant resource and constraint in the process. Influenced by the ideas of situated action the instansiation process is viewed as continuous process that takes place in a close concert with the action as it unfolds.
Among the raft of information systems (IS) applications developed for use by local governments ar... more Among the raft of information systems (IS) applications developed for use by local governments are those that attempt to introduce more open community engagement (CE) and facilitate e-democracy. In this paper, we report on a longitudinal study that reveals how the open nature of e-democracy challenges the practices of government bureaucracies. In 2012, we partnered with the Community Engagement Team of a Local Government Council in Australia, to study their planning for, and use of, IS for CE. Our study involved an action research intervention to gain a rich understanding of the contradictory demands of the bureaucratic imperative of the Council and the informal activities of the community. This was the first step of a longitudinal qualitative study of the Council’s e- democracy efforts over the ensuing seven years. Our analysis has been conducted through a dialectic lens, informed by the Cynefin sense-making framework. Our theoretical contribution is an e-Democracy Framework that i...
The exponential growth of the Internet since the mid-1990s has greatly expanded the capacity of p... more The exponential growth of the Internet since the mid-1990s has greatly expanded the capacity of people everywhere to interconnect and engage through digital technologies. As a complex adaptive system of systems, the Internet has extended the range and complexity of phenomena of interest to Information Systems (IS) scholars. This is both an exciting opportunity and a challenge which we explore in this paper by revisiting the Intellectual Structures Framework (Hirshheim et al. 1996) which attempted to make sense of the fragmented adhocracy of IS, before the expansion and penetration of the Internet. We suggest that the IS adhocracy, with its multi-disciplinary and systems-oriented nature, gives IS researchers the requisite variety to contend with the increasingly diverse digital ecologies of IS-enabled human activities that have emerged in the ensuing two decades. Based on relevant research over these two decades we present a revised framework that (1) reflects the complexities of con...
The complexity of projects, and in particular emerging problems, cannot and are not able to be so... more The complexity of projects, and in particular emerging problems, cannot and are not able to be solved through traditional systems or process methodologies. The limitations of traditional tools and techniques that are deterministic and linear necessitate additional but complementary techniques to deal with the complex and dynamic evolutionary nature of ISD projects. Social processes, as distinct from formal structures, address complexity and drive innovation in ISD projects. Actors use knowledge based practices to create interleaved networks of expertise to clarify, brainstorm and innovate solutions. Drawing on an illustrative case study of an ISD project in an Australian Government Department we demonstrate how knowledge based practices were used to address emergent issues in the project and how the formal processes failed. However, the innovation was then re-incorporated into the formal systems to satisfy the rational, bureaucratic process requirements required in tightly governed projects. This clash of the formal versus informal represents a major theoretical and practical problem for knowledge, project management and ISD theory and praxis. We conclude by offering some suggestions on how to reconcile the irreconcilable.
The management of outsourced information systems development (ISD) projects is both complex and p... more The management of outsourced information systems development (ISD) projects is both complex and problematic due to the type of outsourcing arrangement, the nature of the work that is outsourced, and the relationship between the vendor and client. Moreover, outsourced projects are conducted in an unstructured environment with divergent organizational expectations. Existing project management techniques and methodologies may not be sufficient to resolve such complexity, and project management needs to encompass knowledge-based aspects of management. Knowledge-based practices (KBPs) are directed to exploring, understanding and making sense of complex situations, sharing that understanding and using that understanding to inform actions to resolve that complexity. These KBPs need to be explicitly included in an expanded repertoire of project management techniques. In this paper we explore how KBPs facilitate the conduct execution of an outsourced ISD projects through a case study in a large Australian federal government department. Our study shows how KBPs operationalize and formalise a knowledge-based approach to project management for the successful delivery and management of outsourced projects. Significantly our study shows that KBPs are not only used within the project boundary but are also applied outside of the project boundaries boundary to address project complexity at a broader, strategic organizational level.
The articulation of Knowledge Management as an organisational strategy has occurred in the contex... more The articulation of Knowledge Management as an organisational strategy has occurred in the context of a radical shift towards an information based economy. The most significant aspect for organisations operating in the information economy is their ability to utilise the volumes of information that are now readily available without the constraint of media, geography or time. A critical factor for organisations is the speed at which they are able to productively process such information to enable the organisation to react rapidly to changes in their operating environments. In this context organisation needs to produce and re-produce knowledge. The shift from information to knowledge is an acknowledgment of the significant role of the human actor in the process of transforming information into effective organisational outcomes. Social learning represents important processes that contribute to actors' ability to understand information, create knowledge from that information and share what they know. Social learning is therefore intrinsic to knowledge management. In this paper we present a knowledge management architecture that supports a learning organisation. This architecture accommodates social learning and processes by which knowledge is internalised and externalised by individuals, work groups and the organisation as a whole. The architecture incorporates a model social learning based on the results of ethnographic studies and a model of learning derived from knowledge management case studies. The architecture is not domain specific but can be applied to activity that can be characterised as knowledge work in an organisational context. As such the architecture can play a variety of roles; as a conceptual framework, as a diagnostic tool to identify breakdown and as a design tool for organisational change.
The purpose of the panel discussion is to share and discuss findings of the panellist's' ... more The purpose of the panel discussion is to share and discuss findings of the panellist's' research into knowledge management and their understanding of the cultural and human factors that support effective implementation of technology. The panel will comprise presentations and discussion on the cultural imperatives and implications of knowledge management, including: preparing the cultural context, designing and implementing supporting tools and making interventions and changes after implementation. FOCUS OF PANEL Knowledge exists in the minds of individuals and is generated and shaped through interaction with others. In an organizational setting, knowledge management must, at the very least, be about how knowledge is acquired, constructed, transferred, and otherwise shared with other members of the organization, in a way that seeks to achieve the organization's objectives. Knowledge management seeks to harness the power of individuals by supporting them with information ...
Hawaii International Conference on System Sciences, 1997
Organisational memory information systems (OMIS) implement important aspects of organisational me... more Organisational memory information systems (OMIS) implement important aspects of organisational memory with the aim of enhancing organisational effectiveness. We propose a three layered framework for a dynamic OMIS. The framework consists of a pragmatic layer to support the actual activity; a conceptual layer to store the concepts (meta knowledge) inherent in that activity; and a process layer to store the
Societal ecosystems are struggling to solve complex problems that could benefit from research by ... more Societal ecosystems are struggling to solve complex problems that could benefit from research by information systems (IS) scholars. However, existing IS research methodologies seek to reduce complexity and so are unsuited to the holistic investigation of complex phenomena. This paper presents a research methodology based on principles of complexity theory consisting of three non-linear phases, namely sensemaking, action and reflection. This complexity-aware methodology requires innovative methods of data collection, analysis and presentation. In order to demonstrate the application of the methodology, an action research project, which investigates the complex challenge of enabling elderly citizens to use IS for social wellbeing, is described. Thus, in addition to the methodological contribution, the results of this IS research provide an instance where IS can contribute to enhanced societal value.
Over the last decade, social media environments have increasingly become an attractive research s... more Over the last decade, social media environments have increasingly become an attractive research setting for Information Systems researchers. However, the methodological implications of this research setting for IS studies, are still not fully understood. In this paper we develop and present a framework to reflect on a recent qualitative healthcare IS study that focussed on the use of social media as a research setting. We argue that focusing on social media as a research setting in qualitative IS study can have implications for the contextualisation of the study (implications for the research paradigm), defining research setting (implications for research design), theoretical sampling (implications for data collection and data analysis), and research ethics (implications for research design). With the popularity and growth of IS studies that focus on social media as a research setting in healthcare context, we conclude by calling for an extensive re-examination of methodological practices to meet the challenge of researching of social media in healthcare.
In modern organizations, the major role of knowledge management is supporting knowledge work. The... more In modern organizations, the major role of knowledge management is supporting knowledge work. The concept of knowledge work assumes not only task performance, but also the review and evaluation of the work done in order to understand and learn from the experience. Knowledge work relies on a body of knowledge to support processes that address both the performance of work and the intellective aspects of the work activity (Zuboff, 1988). In this sense knowledge management becomes one of the most important mechanisms in implementing such support. In this article we present task-based knowledge management (TbKM) as an alternative approach to knowledge management (KM).
The use of general descriptive names, registered names, trademarks, service marks, etc. in this p... more The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specifi c statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. While the advice and information in this book are believed to be true and accurate at the date of publication, neither the authors nor the editors nor the publisher can accept any legal responsibility for any errors or omissions that may be made. The publisher makes no warranty, express or implied, with respect to the material contained herein.
except for brief excerptsin connection with reviews or scholarlyanalysis. Use in connection with ... more except for brief excerptsin connection with reviews or scholarlyanalysis. Use in connection with any form of information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilarmethodologynow known or hereafter developed is forbidden . The use in this publicationof trade names,trademarks,servicemarks and similar terms,evenif they are not identified as such, is not to be taken as an expression of opinion as to whether or not they are subject to proprietary rights.
There are a lot of reasons reported for why organisations start a sourcing decision. This paper d... more There are a lot of reasons reported for why organisations start a sourcing decision. This paper discusses this theme based on two questions: Does the need and/or wish to increase e-Government services influence the start of a sourcing decision process aiming at reorganising hosting of software applications and if it does, how does it influence the start of such a decision-making process? The point of departure, besides a literature review, is a sourcing decision-making process in a Swedish municipality. When analysing the sourcing decision, five suggested propositions developed from the factors: control, core competence, capability, cost, and strategy, are used. It is concluded that municipalities in Sweden has to prepare for being more of an e-Government organisation, which means that more of the services the municipalities' employees has done before citizens will do by themselves. This demands that to be able to offer future e-Government services municipalities need to have control over software applications. From this study it is suggested that centralisation of hosting can be seen as decentralisation of work tasks from an e-Government perspective.
The development and implementation of government policy, which we term 'policy work', is a comple... more The development and implementation of government policy, which we term 'policy work', is a complex challenge that needs to address cooperation and collaboration between multiple agencies and coordination of activities occurring at multiple levels within agencies, stakeholder organisations and the community. This paper describes an action-oriented Task-based Knowledge Management (KM) framework aimed specifically at building capability for policy work in order to address the challenges of a complex policy environment. Our research is conducted in the context of current capacity-building initiatives in Indonesia focused on the dual policy challenges of sustainable development and natural resource management. In this context our KM approach supports the consolidation of diverse information streams including formal (science) and informal (tradition, social norms, local lore), and provides the means to build a shared understanding of problems (natural resource management) and innovative solutions to those problems (sustainable management practices) involving all stakeholders.
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Papers by Henry Linger