Playing a 3-Stringed Violin: Innovation via the Joint Evolution of People, Process, and Knowledge Management System

摘要

Users continuously evaluate the value and performance of their Knowledge Management Systems (KMS). As suggested by a punctuated socio-technical system process model, today's success can quickly become tomorrow's failure should the KMS fail to meet evolving needs and expectations. The more deeply a tool is embedded in the actual work process, the more vulnerable it is to emergent changes and perturbations. This paper uses the metaphor of a "3-stringed violin" to explore how differing levels of user knowledge about tools and processes can lead to system perturbations and how the active involvement of other actors can dampen the impact of perturbations, i.e., help the system survive the operational equivalent of a broken string. Recommendations suggest ways to increase system resiliency and contribute to incremental innovation.