Purpose – The purpose of this study is to evaluate the extent and effectiveness of knowledge management (KM) in community service organisations (CSOs) in Australia. CSOs are focussed on support, care and encouragement, thereby improving the quality of life of many in the community. This study contributes to a wider acceptance and management of knowledge, from a national perspective, and assists CSOs to improve practice. Design/methodology/approach – KM theory and practice is expanded through a national online survey from 89 Australian CSOs, represented by 538 employees. CSOs, as a subset of not-for-profit organisations, were selected because they contribute significantly to the economy. Existing research generally relies on case studies, offering scope for wider quantitative research to address the gap. Findings – The extent and effectiveness of KM were moderate. KM was more extensive in CSOs with a formal KM policy. Face-to-face exchange of knowledge was the major transfer method. Recognition or other in...
['Trevor Vernon Downes', 'Teresa Marchant']
The extent and effectiveness of knowledge management in Australian community service organisations