The acceptance of technology-based knowledge management systems by knowledge workers

M.A. (Business Information Technology)Knowledge management has developed greatly over the last few decades, particularly in striving for economic and commercial effectiveness. With the growth of technology-based knowledge management systems and an increase in the number of organisations implementing them, there is concern as to how these systems are being accepted by knowledge workers. The systems are currently a pertinent issue on business agendas, and organisations across all sectors are recognising the critical role that effective ~ ones will play in their future success (Malhotra, 2000:56). This creates a concern where these systems are expected to bring success in organisations or to improve return on investments without a deeper understanding of their utilisation by knowledge workers. The goal of this dissertation is to understand the way in which technology-based knowledge management systems are being utilised and accepted by knowledge workers, and furthermore to establish if knowledge workers have full understanding of the systems they use. The focus of this research is therefore on the human dimensions in relation to the systems, and on how they support organisational intellectual capital. The history of interactive computlnq shows repeatedly that it is the human issues which make or break new methods and tools at work. What are technology-based knowledge' management systems? How are they managed? Moreover, how can managers harness the potential of the knowledge workers to expand the knowledge base of the organisation? In order to answer these questions, this research determines how knowledge workers utilise the systems and their level of acceptance of this technology. It considers the importance of organisations that want their employees to use the systems effectively by contributing ideas and knowledge out of their own goodwill. Employees will do so if the concept of trust (of any technology system) has been imparted to them fully