A knowledge management framework for improving emergency And crisis response in Zimbabwe

Abstract

This study aimed to develop a Knowledge Management (KM) framework that will aid coordination and collaboration among the disparate emergency responders in Zimbabwe. The research employed a multi-theoretical approach, utilising the Actor Network Theory, Structuration Theory, and the 7S Model as both theoretical and analytical frameworks. This integration of complementary theories provided a robust and multidimensional lens to examine the complex dynamics of disaster response and KM. The study adopted critical realist ontology and epistemology. A case study approach was used using the Department of Civil Protection. The Design Science Research methodology was used together with the participatory action research. Multistage sampling techniques using purposive and convenience sampling were employed to identify the participants in this study. Interviews were used to collect the data and 26 interviews were conducted until data saturation was obtained. Data was analysed using ATLAS.ti.24. The following actions were identified as coordination mechanisms that the DCP is currently employing: the civil protection structure, how disaster information flows, how disaster knowledge is managed, capacity building, the adoption of the Incident Command System, the use of Memorandum of Understanding, the use of Standard Operating Procedures as well as debriefing and knowledge sharing. The barriers that were identified as hindering effective coordination and collaboration among responders were the structure of the DCP, the way disaster communication takes place, a low e-government uptake, a lack of resources, culture and poor disaster KM. The KM strategies that were recommended include developing a single disaster knowledge repository, investing in indigenous knowledge-based early warning systems, capacity building, adopting technologies in disaster response, engaging in partnerships for KM, governance and fostering a knowledge culture. The findings of the study resulted in the development of a novel KM framework that facilitates a more structured approach to disaster coordination. The framework is based on four interconnected components: knowledge capture and acquisition, knowledge storage, knowledge processing and analysis and, lastly, knowledge sharing, transfer and dissemination. The framework hinges on an information technology infrastructure backbone, supporting the KM cycle. The DCP can use technology to gather and capture disaster information and knowledge, store, process and analyse the information and also disseminate the information. However, technology alone does not guarantee effective emergency and crisis coordination. Supporting structures need to be in place, and these include: structure, leadership, change management and communication, capacity building, governance and compliance and monitoring and evaluation. The framework was validated using expert interviews.