Commenced in January 2007
Frequency: Monthly
Edition: International
Paper Count: 32451
The Use of Knowledge Management Systems and ICT Service Desk Management to Minimize the Digital Divide Experienced in the Museum Sector

Authors: Ruel A. Welch


Since the introduction of ServiceNow, the UK’s Science Museum Group’s (SMG) ICT service desk portal, there has not been an analysis of the tools available to SMG staff for Just-in-time knowledge acquisition (Knowledge Management Systems) and reporting ICT incidents with a focus on an aspect of professional identity namely, gender. Therefore, it is important for SMG to investigate the apparent disparities so that solutions can be derived to minimize this digital divide if one exists. This study is conducted in the milieu of UK museums, galleries, arts, academic, charitable, and cultural heritage sector. It is acknowledged at SMG that there are challenges with keeping up with an ever-changing digital landscape. Subsequently, this entails the rapid upskilling of staff and developing an infrastructure that supports just-in-time technological knowledge acquisition and reporting technology related issues. This problem was addressed by analysing ServiceNow ICT incident reports and reports from knowledge articles from a six-month period from February to July. This study found a statistically significant relationship between gender and reporting an ICT incident. There is also a significant relationship between gender and the priority level of ICT incident. Interestingly, there is no statistically significant relationship between gender and reading knowledge articles. Additionally, there is no statistically significant relationship between gender and reporting an ICT incident related to the knowledge article that was read by staff. The knowledge acquired from this study is useful to service desk management practice as it will help to inform the creation of future knowledge articles and ICT incident reporting processes.

Keywords: digital divide, ICT service desk practice, knowledge management systems, workplace learning

Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 476


[1] R. Welch, T. Alade, and L. Nichol, 2020, April. Mobile learning adoption at the science museum group. In Proceedings of the 16th International Conference Mobile Learning 2020, ML 2020. pp. 39-46. IADIS Press.
[2] L. Gallacher, and H. Morris, ITIL Foundation Exam Study Guide: ITIL Foundation Exam, Wiley:UK 2012
[3] S. D. Galup, R. Dattero, J. J. Quan, and S. Conger, An overview of IT service management. Communications of the ACM, Vol 52, Issue 5, 2009, pp. 124-127.
[4] M. Chen, Gender and computers: beneficial effects of experience on attitudes. Journal of Educational Computing Research, Vol 2, 1986, pp.265 -282.
[5] R. Nsibirano, “Him and Her” – Gender differentials in ICT uptake: A critical literature review and research agenda. International Journal of Education and Development using Information and Communication Technology, Vol. 5. Issue 5, 2009, pp. 33-42
[6] L. Shashaani, Gender-differences in computer experience and its influence on computer attitudes. Journal of Educational Computing Research. 11, 1994, pp. 347-367
[7] J. Stal, and G. Paliwoda-Pękosz, Towards Integration of mobile technology and knowledge management in organizations: a preliminary study. In J. Kowal et al. Innovations for Human Development in Transition Economies. Proceedings of the International Conference on ICT Management for Global Competitiveness and Economic Growth in Emerging Economies, Wrocław, Poland, 2017, pp. 204-214.
[8] G. E. Good, D. M. Dell, and L. B. Mintz, Male role and gender role conflict: Relations to help seeking in men. Journal of counselling psychology, 36(3), 1989, 295.
[9] M. E. Addis, and J. Mahalik Men, Masculinity, and the Contexts of Help Seeking. The American psychologist. 58. 2003, pp. 5-14.
[10] K. Davaki, 2018, The underlying causes of the digital gender gap and possible solutions for enhanced digital inclusion of women and girls.
[online] accessed 10/05/2021
[11] J. Sutanto and Q. Jiang, Knowledge seekers’ and contributors’ reactions to recommendation mechanisms in knowledge management systems, Information & Management, Volume 50, Issue 5, 2013, pp 258-263
[12] T. H. Davenport, Some principles of knowledge management. Strategy & Business, 1(2), 1996, pp. 34-40.
[13] C. E. Connelly, and K. E. Kelloway, Predictors of employees’ perceptions of knowledge sharing cultures. Leadership & Organization Development Journal, 24(5), 2003, pp. 294-301.
[14] T. C. Lin, and C. C. Huang, Understanding knowledge management system usage antecedents: An integration of social cognitive theory and task technology fit. Information and Management, 45 (6), 2008, pp. 410-417.
[15] M. L. McHugh, Lessons in biostatistics: The Chi-Square test of independence. Biochemia Medica. 23 (2), 2013, pp. 143 – 149
[16] Acock, and G. Stavig, A Measure of Association for Nonparametric Statistics. Social Forces, 57 (4), 1979, pp. 1381-1386.
[17] Science Museum Group (2017) Gender Pay Gap Report: Internal report for the year 2016 – 2017
[18] H. Farrimond, Beyond the caveman: Rethinking masculinity in relation to men's help-seeking. Health: An Interdisciplinary Journal for the Social Study of Health, Illness and Medicine, 16 (2): 2012 pp. 208-225.
[19] L. M. Rea, and R. A. Parker, Designing and conducting survey research. San Francisco: Jossey-Bass. 1992
[20] T. Beck, Cognitive therapy of depression: new perspectives. In P. J. Clayton and J. E. Barrett (Eds), Treatment of depression: old controversies and new approaches, 1983, (pp. 265–290). New York: Raven Press.