Computer-mediated knowledge sharing and individual user differences: an exploratory study

Prior research has shown that individual differences in users' cognitive style and gender can have a significant effect on their usage and perceived usefulness of management information systems. We argue that these differences may also extend to computer-mediated knowledge management systems (KMS), although previous research has not tested this empirically. Where employees are expected to use KMS for acquiring and sharing knowledge, we posit that some will gain more benefit than others, due to their innate personal characteristics, specifically gender and cognitive style. Based on a sample of 212 software developers in one large IS organization, we re-open these dormant debates about the effects of cognitive style and gender on technology usage. The paper contains four main findings. First, we present support for the proposition that cognitive style has an impact on KMS usage, although not for all components of the system. Second, that gender significantly affects KMS usage, with males being more likely to use such systems than females. Third, we find a small interaction effect between cognitive style and gender, but only for the use of data mining. Finally, the data suggest that there is a strong association between KMS usage levels and perceived usefulness. We conclude that if organizations do not recognize the inherent diversity of the workforce, and accommodate gender and cognitive style differences into their knowledge management strategies, they may be likely to propagate an intrinsic disadvantage, to the detriment of females and intuitive thinkers.     

A value frequency model of knowledge sharing: an exploratory study on knowledge sharability in cross-organizational collaboration

Collaborators on cross-disciplinary, cross-organizational teams must decide what knowledge is sharable. The sharability of a set of private knowledge is defined as the degree to which one feels willing to reveal that knowledge to people who are not members of one’s own organizational unit. This paper proposes a Value Frequency Model of Knowledge Sharing (VFMKS) to explain knowledge sharability attitudes and knowledge sharing behaviors. It reports qualitative findings from an exploratory field study of the degree to which constructs and relationships proposed by the model were consistent with the attitudes, opinions, and reported actions of professional Chief Knowledge Officers (CKO) from 16 organizations in France. CKO’s were consistent with most aspects of the model, suggesting quantitative investigation of the model may be useful. Critical incidents and utterances of the CKO’s did not address two constructs in the model during this study. Further investigation may show whether these effects manifest in other contexts, or whether they are extraneous to the model.     

Personality traits and knowledge sharing in online communities

Adopting diffusion theory and the concept of social value orientation, the effects of personality traits on knowledge sharing in a virtual open content community are investigated. In addition to the main effects of personality, it was hypothesized that intrinsic motivations would moderate the effects on knowledge sharing. A sample of N = 256 active users of Wikipedia provided measures of personality, motivation, and knowledge sharing. Latent regression analyses support the notion that authorship of Wikipedia is associated with higher levels of trendsetting and a prosocial value orientation. Moreover, moderation analyses demonstrate that the effect of the latter is moderated by individual differences in motivations to write. Differences with regard to opinion leadership could not be confirmed.     

Describing functional requirements for knowledge sharing communities

Human collaboration in distributed knowledge sharing groups depends on the functionality of information and communication technologies (ICT) to support performance. Since many of these dynamic environments are constrained by time limits, knowledge must be shared efficiently by adapting the level of information detail to the specific situation. This paper focuses on the process of knowledge and context sharing with and without mediation by ICT, as well as issues to be resolved when determining appropriate ICT channels. Both technology-rich and non-technology examples are discussed.     

Describing functional requirements for knowledge sharing communities

Human collaboration in distributed knowledge sharing groups depends on the functionality of information and communication technologies (ICT) to support performance. Since many of these dynamic environments are constrained by time limits, knowledge must be shared efficiently by adapting the level of information detail to the specific situation. This paper focuses on the process of knowledge and context sharing with and without mediation by ICT, as well as issues to be resolved when determining appropriate ICT channels. Both technology-rich and non-technology examples are discussed.     

Online customer service and emotional labor: An exploratory study

The recent growth of service industries as well as the rise of e-commerce has increased the number of online customer service workers. Research on face-to-face service work has shown that these workers are expected to display certain emotions in the course of their work, a phenomenon known as emotional labor. However, little is known about emotional communication among online customer service workers. We explored emotional labor in an online context by examining the degree of emotional presence in mediated service interactions and its relationship with workers' acting strategies (i.e., surface acting, deep acting). Further, we examined if emotional presence and acting strategies predict job satisfaction as well as burnout. Data collected from 130 online customer service workers indicated that they perceive the highest emotional presence in phone conversations, followed by email and chat. Although there was little relationship between emotional presence and acting strategies, those who engage in surface acting are less satisfied with their job and more likely to experience burnout. In addition, those who feel a higher degree of emotional presence over the phone tend to experience higher job satisfaction and less burnout. These findings suggest that online customer service workers also engage in emotional labor.     

Security policies for sharing knowledge in virtual communities

Knowledge management exploits the new opportunities of sharing knowledge among members of virtual communities in distributed computer networks, and knowledge-management systems are therefore modeled and designed as multiagent systems. In this paper, normative multiagent systems for secure knowledge management based on access-control policies are studied. It is shown how distributed access control is realized by means of local policies of access-control systems for documents of knowledge providers, and by means of global community policies regulating these local policies. Moreover, it is shown how such a virtual community of multiple knowledge providers respects the autonomy of the knowledge providers.     

Are you ready for knowledge sharing? An empirical study of virtual communities

This study aimed to explore the relationship between knowledge sharing intentions and the perceptions of individual technology users who are members of virtual communities. We characterized learners' perceptions of new technological products or services by including both an individual's psychological state of readiness to accept technology and also compatibility as factors affecting technology acceptance. By adopting virtual communities as samples for this empirical study, the Technology Acceptance Model, Technology Readiness Index, and the factor of compatibility were integrated in order to explore users' perceptions of technology. We analyzed the responses of 218 participants from these virtual communities using structural equation modeling. The empirical results showed that an individual's positive attitude, such as optimism, toward the Technology Readiness Index positively affects acceptance of technology; an individual's negative perception of the Technology Readiness Index, such as discomfort, has a negative effect on his or her sense of the perceived ease of technology and compatibility in regard to prior experience and technology. A sense of insecurity toward the new technology also showed a significant effect on the individual's perceptions of the usefulness of technology. The results of this research demonstrated that improving an individual's degree of adaptability to technology could increase knowledge-sharing intentions in virtual communities. Meanwhile, the degree of the individual's discomfort with technology did not hinder knowledge-sharing intentions.     

Understanding OSS development in communities: the perspectives of ideology and knowledge sharing

This study aims to understand why open source software (OSS) developers contribute and how their dispersed efforts are controlled to lead to viable outputs. Drawing on theories related to ideology and information sharing, a model is proposed and tested empirically. We found that OSS values are positively associated with collaborative elaboration and communication competence, which in turn affect the performance of OSS task in terms of task completion. Our results also delineate the relationship among OSS norms, collaborative elaboration and source credibility, and task completion. This research contributes to advancing theoretical understanding of OSS performance as well as providing OSS practitioners with guidelines on how OSS communities use OSS ideology to achieve better performance.     

Using peer-to-peer technology for knowledge sharing in communities of practices

Communities of Practices (CoPs) are informal structures within organizations that bind people together through informal relationships and the sharing of expertise and experience. As such, they are effective tools for the creation and sharing of organizational knowledge, and an increasing number of organizations are adopting them as part of their knowledge management strategies. In this paper, we examine the knowledge sharing characteristics and roles of CoPs and develop a peer-to-peer knowledge sharing architecture that matches the behavioral characteristics of the members of the CoPs. We also propose a peer-to-peer knowledge sharing tool called KTella that enables a community's members to voluntarily share and retrieve knowledge more effectively.     

Fostering the determinants of knowledge sharing in professional virtual communities

Professional virtual communities (PVCs), which are formed on the Internet, are expected to serve the needs of members for communication, information, and knowledge sharing. The executives of organizations should consider PVCs as a new innovation or knowledge pool since members share knowledge. However, many PVCs have failed due to members’ low willingness to share knowledge with other members. Thus, there is a need to understand and foster the determinants of members’ knowledge sharing behavior in PVCs. This study develops an integrated model designed to investigate and explain the relationships between contextual factors, personal perceptions of knowledge sharing, knowledge sharing behavior, and community loyalty. Empirical data was collected from three PVCs and tested using structural equation modeling (SEM) to verify the fit of the hypothetical model. The results show that trust significantly influences knowledge sharing self-efficacy, perceived relative advantage and perceived compatibility, which in turn positively affect knowledge sharing behavior. Furthermore, the study finds that the norm of reciprocity does not significantly affect knowledge sharing behavior. The results of the study can be used to identify the motivation underlying individuals’ knowledge sharing behavior in PVCs. By investigating the impacts of contextual factors and personal perceptions on knowledge sharing behavior, the integrated model better explains behavior than other proposed models. This study might help executives of virtual communities and organizations to manage and promote these determinants of knowledge sharing to stimulate members’ willingness to share knowledge and enhance their virtual community loyalty. As only little empirical research has been conducted on the impact of knowledge sharing self-efficacy, perceived relative advantage, and perceived compatibility on the individual’s knowledge sharing behavior in PVCs, the empirical evidence reported here makes a valuable contribution in this highly important area.     

Repositories and communities at cross-purposes: issues in sharing and reuse of digital learning resources

Abstract   Globally, institutions are setting up digital repositories to support the sharing of resources for teaching and learning. The educational rationale is that a single set of resources can be restructured to support different pedagogical approaches and to achieve economies of scale. A key problem is that these learning object repositories (LORs), like many other learning technology innovations, are often designed to exploit the capabilities of technology rather than to meet learners' needs. The premise of this study is that the nature and organization of a community is likely to impact the way an LOR is used. Key dimensions of repositories and communities are discussed. Three repository systems are analysed to identify how communities use repositories. Guided by Activity Theory, the LORs and user communities are analysed as activity systems. These activity systems are compared and contradictions between them are identified. From the analysis, barriers and enablers for the use of LORs to support learning are discussed and a framework for addressing the key issues in the repository development stage is proposed.     

Conference assistant system for supporting knowledge sharing in academic communities

This paper describes our ongoing attempts to build a communityware system by presenting a project of providing digital assistants to support participants in an academic conference. We provided participants at the conference with a personal assistant system with mobile and ubiquitous computing technologies and facilitated communication among the participants. We also made online services available via the Web to encourage the participants to continue their relationships even after the conference. In this paper, we show the system we provided for the project and report the results.     

Adaptive notifications to support knowledge sharing in close-knit virtual communities

Social web-groups where people with common interests and goals communicate, share resources, and construct knowledge, are becoming a major part of today’s organisational practice. Research has shown that appropriate support for effective knowledge sharing tailored to the needs of the community is paramount. This brings a new challenge to user modelling and adaptation, which requires new techniques for gaining sufficient understanding of a virtual community (VC) and identifying areas where the community may need support. The research presented here addresses this challenge presenting a novel computational approach for community-tailored support underpinned by organisational psychology and aimed at facilitating the functioning of the community as a whole (i.e. as an entity). A framework describing how key community processes—transactive memory (TM), shared mental models (SMMs), and cognitive centrality (CCen)—can be utilised to derive knowledge sharing patterns from community log data is described. The framework includes two parts: (i) extraction of a community model that represents the community based on the key processes identified and (ii) identification of knowledge sharing behaviour patterns that are used to generate adaptive notifications. Although the notifications target individual members, they aim to influence individuals’ behaviour in a way that can benefit the functioning of the community as a whole. A validation study has been performed to examine the effect of community-adapted notifications on individual members and on the community as a whole using a close-knit community of researchers sharing references. The study shows that notification messages can improve members’ awareness and perception of how they relate to other members in the community. Interesting observations have been made about the linking between the physical and the VC, and how this may influence members’ awareness and knowledge sharing behaviour. Broader implications for using log data to derive community models based on key community processes and generating community-adapted notifications are discussed.     

Developing an antecedent model of knowledge sharing intention in virtual communities

This study explored the antecedent model of knowledge sharing intention in virtual communities based on social influence theory. A field survey was performed with the participation of 176 college students who were Facebook users. The results indicated that expected benefits (i.e., cognitive benefits, social integrative benefits, personal integrative benefits, and hedonic benefits) significantly and positively influenced social influence factors (i.e., group norms, social identity, and subjective norms). In addition, social influence factors (i.e., group norms, social identity, and subjective norms) significantly and positively influenced knowledge sharing intention in virtual communities. Finally, social influence factors (i.e., group norms, social identity, and subjective norms) fully mediate the effects of expected benefits (i.e., cognitive benefits, social integrative benefits, personal integrative benefits, and hedonic benefits) on knowledge sharing intention. This study identified the antecedents of knowledge sharing intention in virtual communities, and the results could be applied to areas of organization, education, and business.     

Collaborative technologies in knowledge telework: an exploratory study

Abstract.  Knowledge workers in distributed work environments require substantial communication with colleagues and supervisors to perform their work activities, and collaborative technologies, like groupware, continue to improve the potential for such communication. This study investigates how an improvement in collaborative technology among a group of knowledge teleworkers impacts their communication patterns. The study focuses on one communication-based work process: knowledge sharing. The research involves a 6-month exploratory longitudinal case study of a group of teleworkers where a new groupware technology was implemented. The results indicate that while there are fewer instances of communication among group members after the technology is implemented, communication becomes more centralized around the district manager. These results suggest that increased collaborative technologies result in an adjustment between explicit and tacit knowledge sharing, as the availability of a centralized and updateable database reduces workgroup communications. However, consistent with structuration theory, telework group members do use communication technologies to address their most apparent needs and concerns. Other potential explanations and implications of these findings are discussed.     

An exploratory study of small business Internet commerce issues

Internet adoption by small business is important to the generation of critical mass for Internet commerce – governments in the G8 countries are setting up initiatives to ensure that small businesses adopt Internet commerce. This paper reports of a qualitative study into why small businesses are online. The study found that the small business Internet commerce (SBIC) phenomenon is still in its infancy, although small businesses are finding e-mail useful for business communication and document transfer; the perception of long-term benefits and potential business opportunities is what is driving SBIC; at present, the uptake of Internet-based financial transactions is still slow; there is almost no integration between the Internet and internal applications; and, finally, that SBIC seems likely to continue to expand in this sector of market only if small firms actually experience tangible benefits in the future.     

Individual,social, and organizational contexts for active knowledge sharing in communities of practice

Firms that have implemented knowledge management initiatives are now interested in nurturing voluntary knowledge sharing organizations, called communities of practice (CoPs). Adopting the Triandis model on attitude formation, we identified and validated a set of organizational factors that was anticipated to have effects on knowledge sharing by CoP members such as perceived consequences, affect, social factors and facilitating conditions. One hundred and seventy-nine members from 70 CoPs of a large multinational electronics firm participated in this survey. Based on the PLS analysis, perceived consequences, affect, social factors, and facilitating conditions were found to significantly affect knowledge sharing in CoPs.     

A study of Facebook Groups members’ knowledge sharing

There have been many studies focusing on individuals’ knowledge sharing behavior in the organizational setting. With the rapid prevalence of social networking sites, many people began to express their thoughts or share their knowledge via Facebook website. Facebook is an open environment which does not provide any immediate monetary benefits to its users. Its Groups members’ knowledge sharing behavior could be different from the ones in organizations. We proposed a research model to examine factors which promote the Facebook Groups users’ willingness to share knowledge. The factors in the study include extrinsic motivation, social and psychological forces, and social networking sharing culture. We used PLS to test our proposed hypotheses based on 271 responses collected through an online survey. Our results indicated that reputation would affect knowledge sharing attitude of Groups members and sense of self-worth would directly and indirectly (through subjective norm) affect the attitude. In addition, social networking sharing culture (fairness, identification, and openness) is the most significant factor, not only directly affecting knowledge sharing intention, but also indirectly influencing the sharing intention through subjective norm and knowledge sharing attitude.