Information and communication technology systems for knowledge management in a South African research institution

Abstract

Knowledge management is intended to contribute to improving decision-making, operations, service delivery and many other aspects of an organization's activities. So, many organizations capture, reuse, create, and transfer knowledge for various global benefits. Information and communication technologies are known to provide faster access to this knowledge. However, studies into how information and communication technologies support knowledge management in research institutions is limited to higher education. Hence this study examined how information and communication technology systems are used to support knowledge management at the South African Medical Research Council Head Office in Cape Town, South Africa. The Knowledge Management Processes Model by Owen and Burstein (2005) was used to frame this interpretivist qualitative single-site case study. Semi-structured face-to-face interviews were conducted with 18 purposively selected participants from various departments, and the data was thematically analysed using ATLAS.ti. The findings revealed that the South African Medical Research Council uses various knowledge management systems across all departments, more especially during the COVID-19 pandemic. The heterogenous knowledge management systems assisted the operational continuity of this crucial institution during the global pandemic. Thus, information and communication technologies do support knowledge management for organisational resilience. However, their effectiveness is limited by inconsistent training, high costs, and strict access controls for security. The study offers valuable insights for advancing the disciplines of Knowledge Management, Information Communication Technologies, and Organizational Development, emphasizing the need for more integrated, cost-effective, and secure digital infrastructures to support essential research and business continuity.