Maintaining Knowledge Management Systems: A Strategic Imperative

Most organizations have reported dismal returns on their investments in knowledge portals—Intranet Web sites aimed at enabling the storage and exchange of explicit knowledge artifacts. In our research, we were surprised to find that knowledge workers have for the most part abandoned the use of knowledge portals. Moreover, in cases where they do turn to knowledge portals they use it as a last resort. In this brief communication, we call attention both to research and practice to help transform current knowledge portals to ones that are more sensitive to the issues faced by practitioners. To this end, we will elaborate on the need to pay attention to maintenance of knowledge management portals