@article{jamal2025when,
  title = {When Systems Fall Short:  Employee Perspectives on Knowledge Management and Enterprise Social Networks},
  author = {Ammar JAMAL},
  year = 2025,
  url = {https://ibimapublishing.com/articles/JOMS/2025/307840/},
  journal = {Journal of Organizational Management Studies},
  volume = 2025,
  pages = 17,
  doi = 10.5171/2025.307840,
  abstract = {This study examines the limitations and challenges of knowledge management systems (KMS) and enterprise social networking systems (ESNS) in a multinational professional services firm. While digital tools like MS Teams and SharePoint are critical for knowledge sharing and collaboration, their effectiveness varies significantly depending on employee group and career stage. To fill an important gap in the literature, this study illuminates how employees in different positions perceive and interact with these systems and demonstrates their impact - or lack thereof - on the distribution of knowledge within the organization. A structured online questionnaire was used to collect responses from 66 employees, combining Likert scales, multiple choice items and numerical ratings. Statistical analysis using IBM SPSS revealed correlations, mean differences, and trends in system usage and satisfaction. The results show that KMS and ESNS have deficits in critical areas: new employees have difficulty integrating knowledge effectively, while experienced employees are dissatisfied with the efficiency and functionality of the systems. In particular, MS Teams proved to be the most effective tool, while MS SharePoint was considered problematic. These findings suggest that targeted KMS improvements and tailored onboarding strategies are critical to closing knowledge gaps and improving collaboration between different organizational levels and regions.},
  keywords = {Enterprise Social Networking Systems, Knowledge-Management, Impact, Efficiency},
  note = Article ID: 307840
}