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Supporting knowledge exchange isn't easy: lessons learnt from a case study

Idea Group Publishing
Publication Date
  • Design
  • Engineering


A knowledge management system is introduced in a large insurance company. It is meant to become a virtual knowledge network for a group of insurance professionals. Despite the fact that the introduction was met with enthusiasm and user participation in the design was ensured, the system did not live up to the expectations. In this paper we investigate this failure by uncovering and analyzing the requirements engineering processes underlying the system's conception, design and introduction. The demise of the system can be attributed to a lack of attention for the use context of the end users and a tendency in the development process to focus mostly on the technical solution instead of problem analysis.

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