Knowledge management and COVID-19: Technology, people and processes

In this paper, we analyse the impact of the Covid-19 crisis in organizations from the point of view of knowledge management. Specifically, we address the question of technology, people and processes. We conclude, first, that KM should be put at the centre stage in 2021 because, above all, first and foremost, the Covid-19 crisis is a crisis about knowledge, and that a massive knowledge failure has been at its core – namely, the absence of a vaccine and the cure for Covid-19. We furthermore conclude that in organizations, there was a complete lack of “social knowledge” linked with “organizational behaviour” which led to an organizational crisis; quite crucially, we believe that the mentioned crisis was even fostered by the immense technology available, but continued because, despite all the value of people, there was not knowledge about processes; in fact, suddenly, the drastic change in setting caused previously competent people to become incompetent. All this leads to the third conclusion, namely, the solution of the crisis will be achieved using technology and making people competent again and teaching them the right processes. Finally, for the time being, Humanity is still searching for answers, and we believe that all the partial measures (such as use of masks, social distance, washing hands, home/remote working, etc.) will mean an advance and increase in organizational agility.