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Comparing knowledge management in health-care and technical support organizations
1University of Colorado at Denver, Denver, CO 80217, USA. bghosh@yahoo.com
Summary
Health care requires a personalized knowledge management (KM) approach for identifying new problems, unlike technical support
Area of Science:
- Health Informatics
- Information Science
- Organizational Studies
Background:
- Knowledge management (KM) tools are prevalent in technical support but nascent in healthcare.
- Healthcare organizations are beginning to recognize the potential benefits of KM.
Purpose of the Study:
- To investigate the applicability of existing KM tools in healthcare.
- To compare KM requirements between healthcare and technical support sectors.
- To determine if healthcare should adopt the same KM tools as technical support.
Main Methods:
- Analysis of qualitative data from key personnel in both technical support and healthcare organizations.
- Comparison of knowledge management process components.
- Evaluation of facilitating information technology in both sectors.
Main Results:
- Healthcare KM necessitates a personalization approach, emphasizing interactive knowledge webs for novel problem identification.
- Technical support KM utilizes a codification approach, relying on interpretive knowledge and a chain structure for problem resolution.
- Significant differences exist in KM requirements and suitable strategies between the two industries.
Conclusions:
- A one-size-fits-all approach to KM is unsuitable for healthcare.
- Healthcare KM strategies should prioritize interactive, personalized knowledge sharing for innovation.
- Tailored KM solutions are crucial for optimizing information utilization in diverse organizational contexts.