Knowledge management systems and task uncertainty: is Perrow's model a good lens?

Abstract

This paper focuses on the effectiveness of Knowledge Management Systems (KMS) in settings characterised by different task uncertainty. Drawing on Perrow's model of technology and structure, four case studies have been developed. User satisfaction is introduced as a proxy for KMS effectiveness and then as a test of the theoretical propositions developed. The main contribution of the study is that Perrow's model can be used to describe the tasks performed by knowledge workers and provide guidelines for the design of the KMS in terms of the degree of control and codification. Where Knowledge Management (KM) tools fit Perrow's model, user satisfaction (measured in terms of usefulness, appropriateness to the business and frequency of use) is high. Otherwise, where criticisms are stronger, conflicts with Perrow's model emerge.