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Improving Knowledge Management via Effective Document Management System Design

Documents are an important part of a firm’s knowledge assets. As documents proliferate inside an organization, the challenge to access and retrieve them effectively grows as well. Current schemes are hampered by the fact that access is usually an ad-hoc process; there is no coordination between readers as they search, nor is there any between readers and the document authors; nor is there usually ontological assistance to help navigate search and retrieval. The situation is exacerbated by various socio-technical factors: i) document islands, ii) terminology difficulties and iii) adoption barriers just to name a few. In sum, ineffective access implies mismanagement of the authors’ expertise, poor document management and hence poor knowledge management (KM). Prior work has identified social and technical issues in Intranet Document Management Systems (DMS); this paper moves ahead by setting forth clear principles of how to design and implement an effective Enterprise DMS. By pursuing the philosophy of openness, an effective DMS can be built that leverages the user community, makes good use of software agents, and builds in adaptability in the face of inevitable technical and social change.