Organizational knowledge systems: An investigation on knowledge communication uncertainty

Abstract

Abstract Penetration of new information technologies in organizational working and decision-making processes has increased the number of locations where some kinds of knowledge are acquired, processed and used for local needs and purposes. These local implementations of information technologies—so-called computer-based knowledge systems—usually support production control, maintenance operations, office activities, marketing department, research and development, etc. Unlike global information systems, that are planned and developed to meet organizational needs, these local knowledge systems are evolving spontaneously, without prior overall planning, often even developed by end-users. Although local knowledge systems can improve performance of their departments, offices, working groups (i.e. work units), their contribution to the overall organizational performance is questionable due to knowledge communication uncertainty. Knowledge communication uncertainty is defined here as the new arising organizational problem. The needs for knowledge communication among different work units are coming from their mutual dependence and necessity to cooperate and coordinate their activities. The required level of knowledge communication is determined by the complexity of their tasks. The four-level model of knowledge communication is developed. The higher knowledge communication level is required the lower knowledge uncertainty is allowed. A three-dimensional framework (“knowledge representation structure” / “problem representation” / “formal organization structure”) is suggested for the description of organizational knowledge systems and different aspects of communicating knowledge. Monitoring and analysis of the overall architecture of organizational knowledge systems enable recognition of the needs for improved communications, identification of sources of knowledge uncertainty and hence support organizational change toward higher knowledge communication levels.