Instead of taking a narrow tool view of the IT artifact, we create a model that takes
the ensemble view of the artifact, and include some key organizational factors that complement the technology—that is, the knowledge management system (KMS).
One critical aspect of KM initiatives undertaken by a firm is contained in the work
flows and processes that encompass the process capability aspect of the overall management
of knowledge within an organization. Our model focuses on the usefulness
of systems (KM systems) from a user’s viewpoint and, instead of a separate process
capability construct, it includes scale items on work flow in the knowledge use construct
described later. Moreover, it is augmented by management and organizational
support factors