Preface for the Third Edition - Read

410 B. Concepts and Theories
8.4 Success of knowledge management systems
Figure B-82 shows the model for measuring success of KMS. The model consists
of three consecutive levels which correspond to the three levels identified by Ballantine
et al. (1998) in their 3-D model 646 .
system
quality
knowledge
quality
knowledgespecific
service
level 1
system & service
system
use
user
satisfaction
level 2
use
impact on
individuals
impact on
collectives
of people
FIGURE B-82. Model of knowledge management systems success 647
legend
taken from original
DeLone/McLean model
extensions of
the original model
level 3
impact
impact on
organization
The first level deals with criteria describing the system itself, the quality of the
presentation of knowledge as well as the knowledge-specific service, the development
level. The second level comprises the usage and the user’s satisfaction, the
deployment level. The third and last level finally contains criteria to evaluate the
impact of the system’s use, the delivery level. The white boxes in Figure B-82
show those categories that were taken over from the original DeLone/McLean
model. The grey boxes show the categories that were either extended or added to
the original model. In the following, the extensions and additions will be discussed.
Knowledge quality. As mentioned earlier 648 , KMS differ from IS with respect to
the context of knowledge. One example is the documentation of links to other
knowledge elements, to experts, users and communities. Thus, the original category
“information quality” was extended to include knowledge quality.
646. See section 8.3.3 - “Critique and extensions” on page 407.
647. The figure is based on: DeLone/McLean1992, 87, see also Maier/Hädrich 2001, 6 for a
previous version.
648. See chapter 7 - “Systems” on page 273.