Modification of Gartner's approach for improving quality of information and communication management

Krišto, Ivana. (2017). Modification of Gartner's approach for improving quality of information and communication management. PhD Thesis. Filozofski fakultet u Zagrebu, Department of Information Science
Department of Information Science > Chair of media and communicology.
(Poslijediplomski doktorski studij informacijskih i komunikacijskih znanosti) [mentor Bakić-Tomić, Ljubica].

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Abstract

This thesis is developed as a result of author's motivation to explore knowledge management processes in modern IT conditions in public administration departments. The success of knowledge management depends on a number of factors like organizational culture, communication, motivation for sharing knowledge, but also on the usage of IT technology. The importance of this process, as an important factor of success itself, is notably recognized in private sector. Public administration is specific according to many features. It is a big and slow system with numerous organizational elements which make individual systems with individual features. The author’s motivation was to explore the willingness on knowledge management in public administration taking into consideration all the essential elements of Gartner model of assessment. That includes the company’s readiness to manage knowledge with special emphasis on co-relation between the application of mobile technology and communication climate; motivation to sharing knowledge and interpersonal communication. The research is conducted in the Ministry of Public Administration which is entrusted to make suggestions and to develop strategic documents directed towards developing public sector. Therefore, the research is observed as a foundation to recognizing the importance of knowledge management with all the key factors which affect its efficacy. As described, it represented the adequate model for the conducted research. The results of the research have shown that the Ministry of Public Administration is not prepared for the process of knowledge management. By doing the research on cultural, project and technological elements of Gartner model, especially strategic recognition of knowledge management, organizational culture, communication climate and also acceptance and application of mobile technology as additional segment in existing model, it is established that the Ministry of Public Administration does not fulfill basic requirements needed for successful knowledge managing. In addition, the mobile technology application is not recognized as a successful business activity factor in leading and operational level. It is of great importance that the public administration recognizes the importance of knowledge and a human being the one who creates uses and changes knowledge. A step towards modern, dynamic and successful public administration is achievable if there is a human potential management. It is needed to put the emphasis on lifelong education and transparent conditions for employees’ promotions as well as encouraging sharing knowledge that is supported by application of modern IT conditions.

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