Knowledge Management Strategy in the Non-profit Sector: A Case Study at a UK Heritage Site

Roger Fullwood, Jennifer Rowley

2018

Abstract

The purpose of this article is to explore knowledge management strategy in a large heritage site that is heavily dependent on volunteers. A single site case study approach was utilised and rich qualitative data was generated by interviews with departmental managers. The results of the research suggested that a strong culture of knowledge sharing existed at the site and that it was broadly supportive of the knowledge management strategy. Tacit knowledge was shared extensively within and across volunteer groups and there was evidence of the operation of communities of practice. The outcome of these processes was substantial individual and organisational learning. However, knowledge sharing by managers with volunteers was more prescriptive in some outdoor roles. Managers were also mindful of the need for consistency and accuracy in the knowledge shared with volunteers in order to ensure the provision of a uniform service to the public that was consistent with organisational values. An initiative to promote a volunteer intranet was however less successful.

Paper Citation

in Harvard Style

Fullwood R. and Rowley J. (2018). Knowledge Management Strategy in the Non-profit Sector: A Case Study at a UK Heritage Site. In Proceedings of the 10th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management (IC3K 2018) - Volume 3: KMIS; ISBN 978-989-758-330-8, SciTePress, pages 169-176. DOI: 10.5220/0006920901690176

in Bibtex Style

@conference{kmis18,
author={Roger Fullwood and Jennifer Rowley},
title={Knowledge Management Strategy in the Non-profit Sector: A Case Study at a UK Heritage Site},
booktitle={Proceedings of the 10th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management (IC3K 2018) - Volume 3: KMIS},
year={2018},
pages={169-176},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0006920901690176},
isbn={978-989-758-330-8},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 10th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management (IC3K 2018) - Volume 3: KMIS
TI - Knowledge Management Strategy in the Non-profit Sector: A Case Study at a UK Heritage Site
SN - 978-989-758-330-8
AU - Fullwood R.
AU - Rowley J.
PY - 2018
SP - 169
EP - 176
DO - 10.5220/0006920901690176
PB - SciTePress