Knowledge Management in the Voluntary Sector

Knowledge Management in the Voluntary Sector: A Pilot Study in Charnwood Citizens Advice Bureau

Funded by the British Academy

Project head: Dr Gill Ragsdell

Duration: October 2006 - December 2006.

Knowledge management (KM) is a process that has captured the attention of many for-profit organisations, and much of the literature is derived from a pragmatic, commercial perspective. To date, there is little published research in the area of KM in the voluntary sector. However, sharing expertise and knowledge is at the heart of voluntary sector organisations such as Citizens Advice Bureaux (CABs). The transient nature of the workforce and volunteers in CABs makes it crucial for knowledge to be shared rapidly and effectively thus ensuring a stable (yet increasing) knowledge base for the organisation. It is also important that CABs are able to understand their users' knowledge requirements and to share such knowledge in an appropriate way.

A pilot study, funded by the British Academy and entitled "Knowledge Management in the Voluntary Sector: A Pilot Study in Charnwood Citizens Advice Bureau" was undertaken between October and December 2006. This project investigated the effectiveness of knowledge sharing processes in Charnwood CAB, one of the oldest (if not the oldest) CAB in the UK. It handles around 18 000 enquiries per year with a workforce of around 40 volunteers and 13 paid staff. As its recent annual report shows, Charnwood CAB is successful; however, it was keen to continue to improve the efficiency and effectiveness of the service that it offers.

This pilot study was a platform from which to:

Understand the working practices, organisational structure and culture of Charnwood CAB.
Identify the main inhibitors and enhancers to knowledge sharing within Charnwood CAB.

The project was directed by Dr Gillian Ragsdell with Dr Sara Wilford employed as a Research Associate. It is anticipated that lessons for best practice in knowledge sharing will be drawn from this project, both for the profit making sector and for not-for-profit organisations. Preliminary results have been presented at the 4th International Conference on Intellectual Capital, Knowledge Management and Organisational Learning.

Publications:
Ragsdell, G., ''Inhibitors and Enhancers to Knolwedge Sharing: Lessons from the Voluntary Sector'', Proceedings of the 4th International Conference on Intellectual Capital, Knowledge Management and Organisational Learning, D. Remenyi, Academic Conferences International, UK, International Conference on Intellectual Capital Knowledge Management and Organisational Learning, University of Stellenbosch Bus.Sch,Cape Town,SA, October 2007, 349-356, ISBN 978-1-905305-61-2, [Also on CD-ROM], 978-1-905305-60-5.

Contact: Dr Gill Ragsdell
Department of Information Science
Loughborough University
Loughborough
Leicestershire
LE11 3TU
Email: G.Ragsdell@lboro.ac.uk