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Intranets and knowledge management: complex processes and ironic outcomes

This paper considers the adoption of Intranet technology as a vehicle for developing an organisation-wide knowledge management system. The Intranet is described as a de-centred or open technology, which therefore has the potential for multiple interpretations and effects. At the same time, the Intranet is often promoted as a collaborative communication technology. The design and implementation of the Intranet within a large global bank demonstrates the problem of using the Intranet for corporate collaboration, given the interpretive flexibility inherent within the technology. Rather than create a centripetal force, integrating individuals across this particular organisation, the Intranet ironically actually created a centrifugal force which reinforced the existing functional and national barriers with electronic knowledge silos.