THE USE OF STORYTELLING IN SHARING TACIT KNOWLEDGE IN GOVERNMENT ORGANISATIONS
Managing knowledge in the public sector is important considering the pledge made by the government to enhance service quality and customer satisfaction. This paper focuses on using the storytelling approach to capture tacit knowledge that exists in the minds of government employees; the objective...
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| Main Authors: | , |
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| Format: | Article |
| Published: |
2009
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| Subjects: | |
| Online Access: | http://eprints.utp.edu.my/3898/1/PUBLIC_SECTOR_ICT_MANAGEMENT_REVIEW_The_Use_of_Storytelling.pdf http://eprints.utp.edu.my/3898/ |
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| Institution: | Universiti Teknologi Petronas |
| Summary: | Managing knowledge in the public sector is important considering the pledge made by the government to enhance
service quality and customer satisfaction. This paper focuses on using the storytelling approach to capture tacit
knowledge that exists in the minds of government employees; the objective being to address issues related to the
movement or mobility of the government workforce. With staff retirement and transfers occurring annually, the
government loses years of knowledge which if not retained will affect the quality of service delivery to the people.
Storytelling in the context of knowledge management is seen as a powerful management tool to communicate tacit
knowledge in organisations. This paper provides insights on the practice of communicating organisation stories with
the aim of sharing tacit knowledge among government employees. An expert interview system is also proposed as
a way to integrate the storytelling approach with information and communication technology.
Keywords: Knowledge Sharing, Tacit Knowledge, Storytelling |
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