An empirical study of an informal knowledge repository in a medium-sized software consulting company

Numerous studies have been conducted on design and architecture of knowledge repositories. This paper addresses the need for looking at practices where knowledge repositories are actually used in concrete work situations. This insight should be used when developing knowledge repositories in the future. Through methods inspired by ethnography this paper investigates how an unstructured knowledge repository is used for different purposes by software developers and managers in a medium-sized software consulting company. The repository is a part of the company's knowledge management tool suite on the Intranet. We found five distinct ways of using the tool, from solving specific technical problems to getting an overview of competence in the company. We highlight the importance of informal organization and the social integration of the tool in the daily work practices of the company.