Gestão do conhecimento em uma biblioteca universitária: diagnóstico e proposições

Abstract

Knowledge Management is a method that aims to create an environment in which people can share, internalize and apply knowledge for the improvement of processes and services. In this sense, this research aimed to understand how Knowledge Management occurs in the Central Library of the Federal University of Santa Maria. The theoretical approach was based on authors who research the theme, such as Nonaka and Takeuchi (1997), Davenport and Prusak (1998), Probst, Raub and Romhardt (2002), among others. In the scope of university libraries, authors such as Bem (2015), Souza (2016), Castro (2005), among others, also collaborated to understand the theme. To reach the proposed goal, a descriptive study of applied nature was carried out. Regarding the technical procedures, the strategies adopted were as much the bibliographical research as the case study. Data were collected through questionnaires applied to the staff and semi-structured interviews conducted with the director and heads of department. A total of 36 subjects participated, which represented the approximate percentage of 90% of the total staff. Regarding the approach and method of analysis, it was a qualitative research, and the technique to describe and interpret the results was the Discursive Textual Analysis suggested by Moraes (2003). The results were analyzed based on the diagnosis model of Knowledge Management at University Libraries proposed by Castro (2005). Regarding the strategic management, the results pointed out that some actions have been developed, mainly in relation to strategic planning, albeit under construction. However, we realized that the library lacks an organizational identity of its own. With regards to knowledge management processes, these occur in an unstructured way, that is, there is a lack of definition of strategies for appropriation of knowledge from external and internal sources and a lack of mechanisms or tools that allow the identification, location, sharing and storage of organizational knowledge. Regarding organizational support, the results showed that the library needs to improve aspects related to personnel management, organizational structure and information technology. Therefore, situation found signaled the need for interventions. Thus, the final product of this research was constituted and a plan was developed to assist the library in managing organizational knowledge in order to improve the efficiency and quality of the services offered to the university community.