Kelly J. Fadel

Research Note---Knowledge Exploration and Exploitation: The Impacts of Psychological Climate and Knowledge Management System Access

Firms need to balance efficiency gains obtained through exploiting existing knowledge assets with long-term Fcompetitive viability achieved through exploring new knowledge resources. Because the use of knowledge management systems (KMSs) continues to expand, understanding how these systems affect exploration and exploitation practices at the individual level is important to advance both knowledge management theory and practice. This study reports the results of a multi-industry survey investigating how psychological climate and KMS access influence solution reuse (exploitation) and solution innovation (exploration) in the context of technical support work. Our results show that KMS access does not directly determine solution innovation or solution reuse. Instead, KMS access strengthens the positive relationship between a climate for innovation and solution innovation and reverses the positive relationship between a climate for autonomy and solution innovation. The implications for knowledge management research and practice are discussed.

User Adaptation and Infusion of Information Systems

Todays complex information systems can be used to varying degrees by individuals. Information system infusion captures the degree to which the system is used deeply, or to its fullest extent, for improving organizational and individual performance. Theory suggests that infusion at the individual level depends on user adaptation to an information system; however, relationship between types of user adaptation and infusion has not been examined in extant research. This study draws on the Coping Model of User Adaptation to explore how various adaptation behaviors employed by information system users influence its infusion in their work. Results indicate that problem-focused adaptation behaviors directed toward changing the work-system-self dynamic promote infusion, while avoidance-oriented emotion-focused adaptation behaviors tend to diminish infusion. Theoretical and practical implications of these findings are discussed.

Evaluation of Competing Candidate Solutions in Electronic Networks of Practice

Electronic networks of practice have become a prevalent means for acquiring new knowledge. Knowledge seekers commonly turn to online repositories constructed by these networks to find solutions to domain-specific problems and questions. Yet little is understood about the process by which such knowledge is evaluated and adopted by knowledge seekers. This study examines how individuals filter knowledge encountered in online forums, a common platform for knowledge exchange in an electronic network of practice. Drawing on dual process theory, we develop research hypotheses regarding both central and peripheral evaluation of knowledge. These hypotheses are examined in a field experiment in which participants evaluate online solutions for computer programming problems. Results show that peripheral cues source expertise and validation have a greater influence on knowledge filtering decisions than does the content quality of the solution. Moreover, elaboration increases the effect of content quality but does not seem to attenuate the effect of peripheral cues. Implications for research and practice are discussed.

Elaboration Likelihood in Knowledge Management: A Model and Experimental Test

Understanding knowledge transfer using computer-mediated context is becoming essential given that organizations are spread more and more globally. In this paper, we adopt elaboration likelihood theory to investigate knowledge transfer processes in a knowledge management system (KMS). We report the results of an exploratory experiment conducted to examine the impact of argument quality, source credibility and validation on knowledge usefulness of a document in a KMS. Our findings indicate that while validation of knowledge in KMS positively affects perceptions of knowledge usefulness, higher argument quality was associated with lower usefulness ratings. Surprisingly, source credibility has no effect on perceptions of knowledge usefulness. The implications of these results for both researchers and practitioners are discussed.

A knowledge-centric framework for process redesign

Research in the area of business process redesign has traditionally focused on performance metrics for measuring process change. However, from the perspective of an employee performing the business process, such measurements are inadequate because they fail to account for the knowledge change required for the employee to perform the new process. This paper explores process redesign from a knowledge perspective. We introduce the concept of a knowledge gap when a process is redesigned and, using theories of learning transfer, identify several process knowledge elements. A framework incorporating these knowledge elements can be used to assess knowledge change during process redesign. We illustrate the use of this framework in a case study, the process redesign at Campus Health department of a large public university.

Information Influence in Mediated Knowledge Transfer: An Experimental Test of Elaboration Likelihood

Understanding knowledge transfer in computer mediated contexts is becoming essential given that organizations are spread more and more globally. In this article, the authors adopt elaboration likelihood theory to investigate knowledge transfer processes in a Knowledge Management System (KMS). They report the results of an exploratory experiment conducted to examine the impact of argument quality, source credibility and validation on knowledge usefulness of a document in a KMS. Their findings indicate that while validation of knowledge in KMS positively affects perceptions of knowledge usefulness, higher argument quality was associated with lower usefulness ratings. Surprisingly, source credibility has no effect on perceptions of knowledge usefulness. The implications of these results for both researchers and practitioners are discussed.

The Role of Appraisal in Adapting to Information Systems

The benefits of new organizational information systems (IS) depend on the degree that users of the technology adapt by proactively changing themselves, their work routines, and even the technology itself in order to leverage its strategic capabilities. Scholars have recently proposed the Coping Model of User Adaptation (CMUA) as a useful theoretical lens for understanding individual adaptive responses to an IS; however, this nascent model has not yet received extensive empirical validation. Using survey data from a campus health center at a large public university, this study empirically examines and extends CMUA by exploring the relationship between IS appraisal and adaptive behaviors. Results show that user adaptation to IS depends on how it is appraised by users, with appraisal of the IS as a challenge being the strongest predictor of both problem-focused and emotion-focused adaptation. Implications for research and practice are discussed.

If it's fair, I’ll share: The effect of perceived knowledge validation justice on contributions to an organizational knowledge repository

Abstract The organizational value of an electronic knowledge repository depends on the degree to which it offers high quality knowledge to its users. Validation procedures are implemented to monitor and ensure the quality of submitted content. However, if perceived as unreasonable or unfair, validation can have the unintended effect of discouraging employee contributions. Drawing on organizational justice and fairness literatures, we show that both quality perceptions and contribution behaviors are positively influenced by perceived procedural justice of validation, which, in turn, is influenced by perceived informational and interpersonal justice. Implications for organizational knowledge management research and practice are discussed.

Design of a role-playing game to study the trajectories of health care workers in an operating room

Drawing on an ethnographic study of hospital work in an operating room, we present the design and implementation of a web-based role-playing application of a master schedule. We show how we simulate the coordination mechanisms and trajectories of hospital personnel as they move patients in and out of OR. Experiments are proposed to show how active and passive notification systems (interruptions) are expected to affect trajectory management and performance over time.

A theoretical framework for knowledge transfer in process redesign

Business process redesign has become commonplace in todays organizations. A frequently overlooked consequence of process redesign is the learning barriers it creates for individuals who have to change the way they perform their work tasks. One way to overcome these barriers is through a process of knowledge transfer, wherein individuals apply their knowledge of existing work tasks to learn new work tasks. While transfer may facilitate learning through reuse of existing knowledge, it may also impede learning. Drawing on theories of task knowledge and analogical learning, this paper presents a task script framework and associated research propositions for knowledge transfer in process redesign. The framework is illustrated in the context of a real-world example, and implications for research and practice are discussed.