Memory systems in organizations: an empirical investigation of mechanisms for knowledge collection, storage, and access

This research empirically examines the concept of organizational memory in the context of multi-unit organizations. It addresses the question: how do organizations collect, store and provide access to information about their experience? We propose the term “memory systems ” as a conceptual tool for characterizing and analyzing the means by which organizations collect, store and make knowledge accessible to their members. We collected data from six offices of a large, multinational professional services organization using multiple methods, including observation, semi-structured interviews, scenarios, and surveys. Multiple memory systems were identified, including social networks, information centers and various computer-based information systems (including Intranet and Lotus Notes databases). In this paper we discuss our findings with respect to the characteristics of each of these systems, their perceived effectiveness and some aspects of their use