'We aren't very sophisticated': An Ethnographic Study of Knowledge Management in Community Social Services

Navigating the complexities of knowledge management (KM) and Knowledge Transfer (KT) in community social services is a challenging task, as workers must handle a fast-paced, resource-constrained environment while supporting the urgent and multifaceted needs of vulnerable populations. Despite research into the use of technology in non-profit and community settings, little attention has been given to how community service workers (CSWs) capture, share, and manage knowledge in practice. This study addresses this gap by conducting a three-month ethnographic study of two community organizations in South Bend, Indiana, complemented by semi-structured interviews, revealing the informal, ad-hoc KM methods CSWs use to manage information flows. Using a human-socio-technical KM framework, we compare these practices with the more structured KM systems found in large corporations, identifying key differences in formality and technological integration. Our findings highlight the need for accessible, sustainable KM solutions that fit the informal knowledge-sharing practices of CSWs while enhancing knowledge retention, knowledge transfer, and collaboration. This work contributes to HCI and CSCW by providing design considerations for developing technology that better supports KM in community social services.