Exploring the use of enterprise content management systems in different types of Organisations

Researchers and practitioners are starting to realize that it is unlikely that the full advantage of Electronic Content Management Systems (ECMS) can be realized unless both the technology capabilities and organisational context are taken into consideration. This study explores ECMS use in Replication, Diversification, Unification and Coordination type of organisations. A framework of ECMS-use is proposed suggesting different ways of using ECMS to support diverse organisational needs. Following a qualitative case study research approach, interviews were conducted with IT and business managers and ECMS users from each of the four types of organisations. Results suggest that, depending on the organisation’s business needs, ECMS use in organisations can be categorized as 1) Minimal-use, 2) Standard Adoption-use, 3) Customized-use or 4) Leveraged-use. Findings suggest that managers can gain more realistic benefits from ECMS use by understanding why and how different types of ECMS-use can support the way in which their businesses operate.