An evaluation of knowledge management practices in nonprofit community services organisations in Australia

Knowledge management (KM) has evolved as a significant process for managing and exploiting organisational knowledge. The sustainability of community services organisations (CSOs) relies on the effective use of knowledge assets and maximising the value of limited resources. This research contributes to KM theory through broad-based quantitative research addressing the extent and effectiveness of KM, and factors that influence KM, in Australian CSOs. The research identifies shortfalls in KM practice and offers practical recommendations that should improve client service and satisfaction by enhancing the appropriateness, consistency, quality and timely delivery of advice and assistance to clients.