The Life History of a Knowledge Support System: Emerging a Change Process for Knowledge Rich Organisations

This case study traces the life history through several transformations of software used by knowledge workers in a global professional practice. The target application provides a globally operating major firm with knowledge management support for legal practitioners and provides data to support managing its relationships with clients. The research constitutes a careful longitudinal reflection using the processes and techniques of Action Research and Grounded Theory. An information systems change management process is promulgated. The change process that was emerged is richer than existing change management processes with which it is compared. It is suggested that this enhanced change process may be useful particularly in organisations of knowledge rich practitioners.