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Social networks and knowledge manage...

Dixon, William J.

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Social networks and knowledge management systems use in IT services.

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	Social networks and knowledge management systems use in IT services./
作者:	Dixon, William J.
面頁冊數:	165 p.
附註:	Adviser: Lilburn Hoehn.
Contained By:	Dissertation Abstracts International68-07A.
標題:	Business Administration, Management. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3274970
ISBN:	9780549158271

Social networks and knowledge management systems use in IT services.
Dixon, William J.

Social networks and knowledge management systems use in IT services. - 165 p.

Adviser: Lilburn Hoehn.

Thesis (Ph.D.)--Walden University, 2007.

A knowledge management system (KMS) can help service providers and consumers. The problem examined in this study was that little is known about how people, contexts, and tools impact decisions to use a KMS. The purpose of this study was to better understand information retrieval when solving difficult problems. Key research questions focused on social structure, interpersonal relationships, and nature of the KMS. In this sequential exploratory study, semi-structured interviews were conducted and surveys were distributed to a purposive sample of 299 technology support personnel in a large accounting firm. Thematic analysis was applied against interview outcomes, and survey responses were analyzed using ANOVA and confirmed with the Kruskal-Wallis test. Key results of social structure analysis showed fewer structural holes within networks among routine KMS users. Concerning interpersonal relationships, and contrary to social resource theory, information was rarely sought from supervisors. With regard to the nature of the KMS, reciprocal information exchange accompanied asking for help but not when information was retrieved from the KMS. In addition, formal designation of experts, instant messaging (IM), and KMS minimized the impact of geographic disparity. In conclusion, a KMS can facilitate the distribution of information and enable learning, but may not be uniformly adopted. Recommendations for practice include the strategic designation of experts and refinement of mechanisms available for information retreival. From a positive social perspective, the results foster further understanding of how technology can positively impact social relationships. It is important that technology not impair social relationships. Technologies that complement human interaction are critical to organizational success.

ISBN: 9780549158271Subjects--Topical Terms:

626628
Business Administration, Management.

Social networks and knowledge management systems use in IT services.
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