Knowledge management practices and the role of an academic library in a changing information environment : the case of the Metropolitan College of New York

Abstract

Academic library services have now significantly developed and are applying some knowledge management (KM) principles in the provision of library services. KM is about enhancing the use of organizational knowledge through sound practices of KM and organizational learning. KM practices encompass the capture and/ or acquisition of knowledge, its retention and organization, its dissemination and re-use, and responsiveness to the new knowledge. The focus of this research was on KM principles and practices that may be in place in the Metropolitan College of New York (MCNY) library. The objective was to find out how knowledge was identified, captured, organized and retained in order to enhance performance and improve the quality of service in the library. There is uncertainty about whether the use of KM principles and tools could partly solve the library‟s approach to improving its quality of service to its community in the modern information environment. KM has been implemented in commercial and business environments towards operational advantages and financial gains and its survival principles and tools may help the library to improve performance and fulfil its mandate.

A mixed methods research methodology encompassing a questionnaire, observation, interviews, and use of institutional documents was used with an action research design for generating new knowledge and understanding of library concerns. The findings of this study indicate that KM concepts were not universally understood at MCNY, and that collaboration of librarians and faculty in creating an educational environment meaningful and relevant for the study programmes offered by the College was essential. The MCNY library practices were not deliberately based on KM but the study established that they were amenable to KM practice. It was making efforts to share know-how so as to reduce duplication of effort, relying on library staff to identify, integrate, acquire, organize internal and external knowledge for the benefit of the whole College. The recommendation was to perform a knowledge inventory. This could help develop appropriate institution-wide policies and practices for proper and well organized methods of integrating work processes, collaborating and sharing (including the efficient use of Web 2.0 platforms), and developing an enabling institutional culture.