The Limits of a Technological Fix to Knowledge Management

Abstract

Our paper examines issues of epistemology, power and culture with respect to their impact upon the use of information and communication technology (ICT) to manage knowledge within an organization. Utilizing an empirical case study of a global pharmaceutical company, in which the implementation of an intranet failed to meet aspirations of the Chief Executive that employees freely share knowledge, we encourage academics and practitioners to reflect more critically upon the limits to technology in pursuit of knowledge management. Our study illustrates that ‘technical fixes’ to knowledge management issues merely harden existing practices and routines, rather than open up new directions. In particular, broader organizational issues of power and culture may mean that employees are unwilling or unable to share knowledge and, beyond the epistemological problem, this is likely to further inhibit the contribution of ICT to the management of knowledge.