Developing and implementing a user-centred intranet organisational culture, communication and knowledge management

Date
2006-11-27
Authors
Thorn, Warwick
Supervisor
Item type
Thesis
Degree name
Master of Communication Studies
Journal Title
Journal ISSN
Volume Title
Publisher
Auckland University of Technology
Abstract

The research recorded in this thesis tells the story of developing and implementing a user-centred intranet in the organisation where I work in a senior management position. My management support of the process led to adopting a networked model in our organisation, and also to my embracing the role of communications management.The organisation in which I work has a high rate of change and an entrepreneurial culture which is sometimes chaotic. This challenging environment was a good testing ground for the project, which sought to explore a number of propositions affirming the value of user-centred intranets.Developing and implementing the intranet encouraged collaboration amongst staff members. The intranet became a new channel of communication, which usefully enhanced the staff's ability to share and find out what was going on, who did what and how to contact them. My interventions as a manager, which occurred in parallel with the technological development of the intranet, led to spin-off organisational improvements such as an improved collaborative reporting system, the restructuring of the organisation manual files, and the establishment of a collaboratively-focussed full monthly staff meeting. Developing and implementing a user-centred intranet was a dynamic way to effect change in the organisation and orient it towards a networked organisational model, one which is communication rich, both collaborative and participative.The project was driven by my belief that a user-centred emphasis in intranet design is necessary in today's knowledge-based global economy, where there is a high rate of change. The networked organisational model should be embraced as a flexible model catering for change by promoting organic and dynamic networking within an organisation. This environment is communication-rich and collaborative, and a user-centred intranet is a communication channel well suited to support this model.A user-centred intranet should not be seen merely as an organisational artefact, but also as the a process of developing and implementing it will open up an organisation's culture, communication, and knowledge management in a participatory way. However, the degree that this will be achieved depends on a number of factors. For instance, the leaders of an organisation need to embrace a networked organisational model, encouraging and resourcing communication management for a culture of participation and collaboration.

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Keywords
Intranets (Computer networks) , Design and construction , Communication Studies
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