3. Understanding the impact of CSR on KM approaches

Over the course of time and technological innovation, content management systems – from Lotus Notes to SharePoint, Livelink and Documentum –, for example, have integrated collaborative functions and modules, such as Documentum's eRoom, dedicated to workgroups (with role management, alerts and comments).

While these technologies are reliable, their limitations lie in the accessibility of documents and the lack of flexibility in the often restrictive contribution process, which makes it difficult to win over users.

CSRs add a social layer geared towards collective problem-solving, whereas the collaborative tools that preceded them were more oriented towards document management and workflows.

The advent of Web 2.0-based CSR technologies, with their ease of use, communication and collaboration features, offers real added...