Chapter 7 - Knowledge loss and retention: the paradoxical role of IT

Abstract

Knowledge is a critical resource for organizations that compete in unpredictable and fast-changing environments. Effective management of knowledge resources using both information systems (IS) and non-IS-based tools enhances innovation and overall organizational performance. As an important component of knowledge management, knowledge retention initiatives focus on ensuring that created knowledge is effectively retained by an organization and can be reused by organizational members. Past research has mostly equated increased retained knowledge to lower knowledge loss. In this chapter, we challenge this assumption and examine whether IS-enabled knowledge retention and knowledge loss can simultaneously result from the use of knowledge retention tools. Results from a case study within a knowledge-intensive public service organization demonstrate that knowledge loss is not always the opposite of knowledge retention. Indeed, we found instances when knowledge retention and knowledge loss occurred concurrently. Our findings call for new ways of conceptualizing and studying knowledge retention and knowledge loss, as well as new strategies to improve knowledge reuse in organizations.