Implementing Intranet 2.0: A Study of Knowledge Requirements for External Consultants in Enterprise Systems

Abstract

This paper reports on a case study focusing on intranet implementation projects seen from a consultancy lens. SharePoint is an Intranet 2.0 platform which is a user-centric system based on functionalities adapted from Web 2.0 technologies. Intranet implementation projects are accompanied by a complex socio-technical organizational environment, and require changes in organizational structure and culture. While former studies mainly have focused on challenges seen from the implementing organization's perspective, this study focuses on the experiences from external consultants working with implementation projects and the challenges they need to confront. Our study identifies required knowledge and roles to be undertaken by external consultants working in enterprise systems’ (ES) implementation projects with a special attention towards intranet projects. We present a framework comprising required knowledge and roles to be undertaken by the consultants to succeed in their efforts of implementing intranet systems. Findings demonstrate that the consultants had to possess a wide range of knowledge in addition to master several roles during an intranet project. Technical knowledge, organizational knowledge and knowledge about the end-users were required, and roles such as project manager, system developer, advisor and knowledge broker were essential and had to be mastered. Our study contributes to understand the different roles enterprise systems professionals need to have a command of, and the diversity of knowledge they need to possess during enterprise-wide implementation projects.