Evaluating the role and effectiveness of an intranet in facilitating knowledge management: a case study at Surrey County Council

The paper concludes by demonstrating how factors, such as the different mental models of the user groups can determine the effectiveness (or otherwise) of an intranet in managing organisational knowledge. It also contains recommendations of services that need attention in the council operations and suggests how the IEM could be used as a consulting tool for organisations seeking to evaluate their own knowledge management work on a continuous basis.