Publication Details

Michael, K. (2006). The effects of knowledge management on information sharing practices: a case study on Nortel networks. In B. Unhelkar & Y. Lan (Eds.), 2nd International Conference on Information Management and Business (IMB2006) (pp. 594-601). Sydney: University of Western Sydney.


In 1999 Nortel Networks deployed the Open Text Livelink knowledge management system (KMS). Livelink allowed for the centralization of key corporate applications and associated content at a global, regional, line-of-business and departmental level. Prior to the implementation of Livelink on an enterprise scale, the corporation’s 80,000 employees relied on fragmented departmental web pages which were scattered across 11 different Web servers making the task of finding information very difficult. This paper describes how the process of knowledge transfer at Nortel Networks changed with the deployment of Livelink and how it enabled the automation of workflows through the company’s Web-based Intranet. The paper also provides an insight into how KMS empowered employees, acted to increase productivity and encouraged innovation. The importance of this paper is in highlighting the significant role of people in the success of KMS and to provide examples of the dynamics at play in such a large-scale operation.