Evaluation of knowledge management systems: Insights from the study of a technical support knowledge base

While many organizations today are investing in knowledge management (KM) systems, they often have difficulty measuring value. This may be partially attributed to the fact that some benefits are intangible and various organizational stakeholder groups evaluate success differently. Rather than suggesting a whole new perspective is required, we believe that the evaluation of KM systems sits well within current paradigms. Our study is set in the context of an online technical support knowledge base (KB). The purpose of this paper is to not specifically evaluate the KB, but rather to provide a deeper understanding of evaluation practices. Using an action research method, we examine the areas of evaluation of most interest to various stakeholders, when and why approaches are deployed, and what techniques are most practical relative to organizational constraints and culture. We offer several insights and themes that may guide and assist organizations and practitioners as they undertake evaluation efforts.