<![CDATA[Purpose – This study aims to formulate a conceptual framework for knowledge capture and sharing in higher education governance in Indonesia. It addresses persistent challenges, including fragmented information systems, inadequate documentation of tacit knowledge, and the loss of institutional memory due to organizational restructuring and frequent staff turnover. Design/methods/approach – This study employs a qualitative case study approach, with Soft Systems Methodology (SSM) as the primary analytical framework. Data were gathered through semi-structured interviews with five informants purposively selected from a Directorate at the Echelon II level, which refers to a mid-to senior-level managerial unit within the Indonesian government structure. The analysis integrated thematic coding with the stages of SSM, such as rich picture development, CATWOE analysis, PQR formulation, and conceptual model construction, through which knowledge capture and knowledge sharing were identified as the principal themes. Findings – The findings indicate that current knowledge management practices are largely informal, fragmented, and heavily reliant on individuals. Tacit knowledge is rarely documented, while information exchange primarily occurs through personal interactions and meetings. To address these issues, the proposed conceptual model outlines structured processes for capturing, validating, storing, and disseminating knowledge through a centralized repository, supported by appropriate regulatory mechanisms. This approach provides a conceptual foundation for enhancing efficiency, efficacy, and overall effectiveness by reducing reliance on individual memory and ensuring knowledge continuity amid organizational change. Research implications/limitations - This study is limited to a single directorate and a relatively small group of informants, which may constrain the generalizability of the findings. Furthermore, the proposed model has not yet undergone empirical implementation or testing. Originality/value – This research contributes to the field by applying Soft Systems Methodology (SSM) within the complex context of public-sector higher education government. It also puts forward a structured, context-sensitive model that integrates human factors, processes, technological components, and governance mechanism to strengthen institutional knowledge management.]]>
