Emerald | VINE | Table of Contents

Knowledge management goals revisited: A cross-sectional analysis of social software adoption in corporate environments

Fri, 10 May 2013 00:00:00 +0100

Abstract

Purpose – The purpose of this paper is to provide both practice-oriented researchers and practitioners with detailed insights into the social software goals and implementation strategies for corporate environments. Also, to illustrate the novelty and specificity of corporate social software (CSS) compared to other groupware or knowledge management systems. Design/methodology/approach – The paper is grounded in the ongoing discussion on differences and commonalities of knowledge management and Enterprise 2.0 applications and motivated by the lack of scientific studies on this topic. The authors have therefore made a comprehensive study of social software adoption in corporate environments, performing a cross-case analysis of 23 enterprises. The study was meant to enable researchers and practitioners to acquire a better understanding and appropriate related explanations of the relatively new phenomenon of CSS appropriation and use. Findings – From the cross-case analysis, six main goals of CSS adoption were derived and compared with the goals of knowledge management projects and initiatives. While some of the goals set for the introduction of CSS seem to coincide with those resulting from knowledge management studies (e.g. establishing networks of experts), others appear to be novel and specific for CSS (e.g. improving employee-to-employee communication). Originality/value – By investigating 23 different cases (most of these case studies being documented by the authors), this paper presents one of the most comprehensive cross-case analyses systematically exploring pursued goals and implementation approaches adopted for CSS. The contribution of the study is relevant for both research and practice and it is aimed to contribute to the ongoing scientific debate on social software in knowledge management and information systems research.

Making sense of Enterprise 2.0

literatinetwork@emeraldinsight.com (Ben Gardner) — Fri, 10 May 2013 00:00:00 +0100

Abstract

Purpose – The purpose of this paper is to demonstrate how the capabilities of Enterprise 2.0 tools align to the tasks knowledge workers perform. The objective is to provide knowledge workers and information architects with a framework that enables the development of a suite of Enterprise 2.0 tools in support of knowledge management across the full knowledge lifecycle. Design/methodology/approach – The capabilities of Enterprise 2.0 tools were mapped against the requirements associated with each of the four main domains (chaotic, complex, knowable and known) of the Cynefin framework. Findings – The Cynefin model provides a useful framework for illustrating how the various tools within an Enterprise 2.0 suite support the different activities/tasks knowledge workers perform. Aligning Enterprise 2.0 tools based on the domain requirements of the Cynefin model allows the classification of these capabilities based on a task-based framework rather than the traditional feature/function-based ones. Practical implications – Application of this framework will help knowledge workers and information architects understand the relationship between technical capabilities and business tasks. This understanding will help both in tool selection with respect to business problem (architects) and also provide clarity of purpose in support of change management/adoption (knowledge workers). Originality/value – Much of the literature around understanding Enterprise 2.0 tools has focused on a classical feature/function classification. The analysis presented here provides a classification based on the Cynefin model of knowledge creation. This classification model provides a valuable tool to those interested in developing environments that enable collaboration and knowledge generation/capture using these capabilities.

Organizational policy as a moderator between online social networking and job performance

literatinetwork@emeraldinsight.com (Vathsala Wickramasinghe, M.S.M. Nisaf) — Fri, 10 May 2013 00:00:00 +0100

Abstract

Purpose – The purpose of this paper is to investigate the moderating effect of organizational policy on the relationship between online social networking (OSN) and job performance of IT professionals engaged full-time in offshore outsourced IT firms in Sri Lanka. Design/methodology/approach – Survey methodology was used and a random sample of 215 respondents who fulfilled the selection criteria set for the study, responded. To examine the hypothesized relationships, factor analysis and multiple regression were used. Findings – It was found that individuals engaged in online social networking while at work enjoy several benefits such as solving work-related problems collaboratively. However, individuals also suffer from several drawbacks, which could be mainly categorized into two in terms of interference to job tasks and interference to workplace. Further, it was found that online social networking has significant effects on individual job performance; organizational policy moderates the relationship between online social networking and job performance. Originality/value – Although online social networking has attracted a substantial amount of media attention over the last few years empirical research attempts have not taken off worldwide. Therefore, the influence of online social networking on employee job performance would be of interest to academics and practitioners worldwide. It is expected that the findings of this study will provide insight into benefits, challenges and issues associated with OSN to allow individuals, organizational leaders, and IT decision-makers to better understand and utilize online social structures for success. Further, it is expected that the findings of this study will be a source of general guidance in stimulating future research in this area.

The KCRM knowledge audit: model and case illustration

Fri, 10 May 2013 00:00:00 +0100

Abstract

Purpose – The purpose of this paper is to propose a methodology for conducting a knowledge-enabled customer relationship management (KCRM) knowledge audit, which involves applying knowledge auditing principles to assess the existence and implementation level of KCRM processes within an organization. This type of audit enables an organization to thoroughly review the extent to which knowledge is generated, codified, distributed and utilized while the firm is identifying, differentiating between, interacting with, and customizing products and services for its customers. Design/methodology/approach – This paper draws upon the KM, CRM, and auditing literatures to develop a KCRM knowledge audit methodology. As an illustration, the proposed methodology for KCRM knowledge auditing was applied within the service arm of a paint manufacturing firm in the United Arab Emirates (UAE). Findings – The proposed methodology allows supplier organizations to systematically evaluate the extent to which their CRM approaches are knowledge-enabled; and to identify competitive strengths and opportunities in the areas such as cost, product and service quality, as well as flexibility to meet the changing requirements of their business customers. Research limitations/implications – The study focused on a practical point of view and, therefore, there are no testable propositions derived. In addition, the study focuses on an explicit KM model, which has limitations in tacit KM such as social networks and detail guidelines of KM outcomes. Originality/value – This paper draws upon the KM, CRM, and auditing fields to develop a KCRM knowledge audit methodology. It contributes to the KM, CRM, and auditing literatures by developing and demonstrating how these literatures intersect via the concept and methodology of a KCRM knowledge audit.

Perspectives of SMEs on knowledge sharing

Fri, 10 May 2013 00:00:00 +0100

Abstract

Purpose – The purpose of this paper is to determine the factors (trust, formalization, knowledge technology, empowering leadership, effective reward systems and motivation) that influence knowledge sharing among the small and medium-sized enterprises (SMEs) in Malaysia, in order to meet the challenges of today's dynamic business environment. Design/methodology/approach – Systematic sampling was used to select 680 manufacturing sector participants from the SME Corporation Malaysia business directory to participate in the survey, out of which 250 valid responses were returned, yielding a response rate of 36.75 percent. Factor analysis and reliability analysis were conducted before testing the seven hypotheses formulated for this study using regression analysis. Findings – The results indicate that knowledge technology, motivation, effective reward systems, trust and empowering leadership explain up to 60.2 percent of the variance observed in attitude towards knowledge sharing. It was also found that attitude towards knowledge sharing influences intention to share knowledge with an R2 of 0.387. Research limitations/implications – The sample for this study is based on manufacturing sector SMEs only and it is suggested that future studies enlarge the scope to include the SMEs in the service sector. Practical implications – In order to encourage knowledge sharing within SMEs, firms need to ensure that both the technical (knowledge technology) and social (motivation, effective reward systems, trust and empowering leadership) elements are addressed. Hence, a socio-technical approach needs to be adopted to ensure the effectiveness of the knowledge management strategies formulated by SMEs. Originality/value – This study highlights the importance of six factors in encouraging knowledge sharing intentions in SMEs operating within the manufacturing sector and confirms that knowledge technology, which encompasses a range of information and communication technologies does play a pivotal role vis-à-vis ensuring that SMEs have favorable attitudes towards knowledge sharing for their sustained competitive advantage.

Service-orientation method to realise government e-services in SADC

literatinetwork@emeraldinsight.com (Avinash Ramtohul, K.M.S. Soyjaudah) — Fri, 10 May 2013 00:00:00 +0100

Abstract

Purpose – The purpose of this paper is to analyse the problems associated with the development of e-government in Southern Africa Development Community (SADC) countries and propose a novel framework for adopting service orientation. This framework includes a new approach and architecture for implementing service orientation called SBA-eGOV (Service Based Architecture for E-Government). Design/methodology/approach – A comprehensive literature review was carried out to study various service oriented architecture (SOA) adoption strategies and implementation methods. The most appropriate adoption strategy and implementation method were selected. Web service adoption and implementation/development methodologies were designed separately, and then integrated to form one single framework. Web services best practices were studied to identify the specificities of web services for e-government projects in SADC countries. A service orientation framework, which includes a service orientation development/implementation method, was developed for e-government projects. Data from the UN report on e-government readiness for year 2004-2010 were analysed. Findings – The trend showed that the e-government index of SADC countries has been stagnating (even degrading) since 2005. One of the main reasons is the lack of software application integration. The main area of weakness is the lack of a complete framework for adopting and implementing web services. A framework for adopting service orientation, developing web services and deploying e-services is required to enable application software integration. Research limitations/implications – By applying the proposed framework, e-services can be deployed more rapidly to citizens, businesses and government departments. Practical implications – SBA-eGOV can be adopted by countries where e-government projects have completed the “Internalisation” and “Interaction” stages and use to deliver e-services to citizens. Originality/value – This work comprises development of a new framework, SBA-eGOV, which consists of a service-orientation adoption methodology, a service-orientation implementation methodology and a service-based architecture for government. SBA-eGOV is a novel and complete framework which addresses service-orientation adoption, development and implementation. To date, no such research work has been undertaken to analyse and solve the problems surrounding e-government projects in SADC.