Work

The human dimension in the institutionalisation of enterprise content management

Year: 2025

Type: article

Abstract: Background: Enterprise content management (ECM) solutions should be fully institutionalised to achieve improved efficiency, effectiveness or productivity. An ethnographic study spanning 10 years revealed a fragmented view of human behaviour during the institutionalisation of ECM, which was triggered by an implementation at NamPower. Objectives: Inherent human dimensions observed during the implementation and institutionalisation process sparked discussions with project team members, peers and colleagues, discovering that observed behavioural patterns transcended single institutional boundaries, revealing a globally manifested phenomenon. Consequently, the study focused extensively on the failures of people’s issues in institutionalisation rather than on procedural or technological failures. Method: Data collection utilised an information management maturity instrument, gathering 108 responses and conducting a comparative analysis with 296 additional respondents to provide empirical data. This process included a critical analysis of human behaviour frameworks, serving as the theoretical foundation for conceptualising an interdisciplinary approach to human-centred ECM institutionalisation. Results: Data collection highlighted areas for improvement, and the critical analysis of human behaviour frameworks led to a better understanding of the human ecological context in employees’ interactions with information. Conclusion: The results indicated involvement of various disciplines in ECM institutionalisation, perpetuating typical siloed approaches, resulting in a fragmented understanding of human behaviour. This paper discusses the complexity of the human ecological dimension and advocates for an interdisciplinary approach to ECM institutionalisation. Contribution: Knowledge managers, with their deeper understanding of the human dimension, are ideally positioned to facilitate a systematic interdisciplinary approach to the institutionalisation of ECM, essential for achieving critical success.

Source: South African journal of information management

DOI: 10.4102/sajim.v27i1.2050

Authors: Hester L. Venter, Martie A. Mearns

Institution: University of Pretoria

Language: English

Topic: Information Systems and Technology Applications

Subfield: Management Information Systems

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: gold

Estimated APC paid: $601

Funder: University of Pretoria