Abstract
ABSTRACT. The reasons for the ineffectiveness of some technology-mediated initiatives in human service organizations are not well understood. This study conceptualized a knowledge management system with the following features: a process orientation that focuses on how caseworkers integrate knowledge into decision making and a sociotechnical system perspective. A mediation research model was developed and was tested empirically using structural equation modeling with a sample of 4,554 caseworkers. Results supported the mediation effect of knowledge integration (KI) as an important factor in organizational effectiveness (OE). The technological domain had a small positive effect on KI and a direct negative effect on OE. The sociocultural and interorganizational domains appeared to be better predictors of KI and OE. Future recommendations include adopting a systematic approach in coordinating knowledge management practices based on a caseworker's KI ability.
Published Version
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