Sharman Lichtenstein

Supporting knowledge creation with e-mail

Currently, Nonakas (1994) knowledge spiral, and Spenders (1996) and Blacklers (1995) respective frameworks, are considered important for understanding knowledge creation. In this paper, we illustrate how a relatively simple and ubiquitous technology, namely e-mail, can be used to support, enable and even enhance knowledge creation, and thereby actualise these frameworks.

Toward a Receiver-Based Theory of Knowledge Sharing

Managers and researchers alike have sought new ways to address the challenges of sharing dispersed knowledge in modern business environments. Careful consideration by sharers of receivers’ knowledge needs and behaviours may improve the effectiveness of knowledge sharing. This research examines how sharers react to their perceptions of receivers’ knowledge needs and behaviours when making choices relating to sharing knowledge. The focus of this article is to propose and empirically explore a theoretical framework for a study of the role of the receiver in knowledge sharing — receiver-based theory. Data collected from two case studies highlight a key role played by perceived receiver knowledge needs and behaviours in shaping sharer choices when explicit knowledge is shared. A set of receiver influences on knowledge sharing is provided that highlights key receiver and sharer issues. The paper concludes that companies should develop better ways to connect potential sharers with receivers’ real knowledge needs. Further, the findings suggest that sharing on a need-to-know basis hinders change in organisational power structures, and prevents the integration of isolated pockets of knowledge that may yield new value.

Knowledge transfer in enterprise information technology support using web-based self-service systems

This paper explores Critical Success Factors (CSFs) in the transfer of after-sales support-oriented knowledge from Information Technology (IT) support organisations to enterprise customers, using Web-based Self-service Systems (WSS). As it appears that best-in-class companies are ahead of the academic work in this area, we approached the topic through an exploratory CSF study of a best-in-class multinational IT services firm and identified 26 CSFs. Key findings from the study indicate that best-in-class IT service organisations may be cognisant of a range of factors relating to supporting customers, but are less aware of what is needed to support their own frontline support agents. Such organisations also lack an understanding of what is needed to provide enterprise support in the later stages of knowledge transfer, where enterprise customers can experience problems attempting to integrate resolutions. The study further showed that many aspects that might be characterised as encompassing socio-technical issues relating to the provision of web-based self-service are still poorly understood.

Adding value to online privacy for consumers: remedying deficiencies in online privacy policies with an holistic approach

We present findings from a longitudinal, empirical study of online privacy policies. Our research found that although online privacy policies have improved in quality and effectiveness since 2000, they still fall well short of the level of privacy assurance desired by consumers. This study has identified broad areas of deficiency in existing online privacy policies, and offers a solution in the form of an holistic framework for the development, factors and content of online privacy policies for organizations. Our study adds to existing theory in this area and, more immediately, will assist businesses concerned about the effect of privacy issues on consumer Web usage.

The potentialities of focus groups in E-business research: theory validation

Focus groups enable the rapid and timely collation, integration and assembly of the views of a variety of different types of stakeholders into plausible theory. This paper examines the usefulness of the focus group as an e-business research method, using an exemplar of focus group deployment for the purpose of theory validation as its illustration. Our results suggest that a focus group can be effective as a strategy in e-business research, providing a useful alternative or complementary method to more traditional empirical methods. We provide a set of guidelines for effective focus groups in e-business research, which may prove useful to researchers contemplating employing the focus group method in a research design.

Wikipedia model for collective intelligence: a review of information quality

Online information seekers increasingly utilise the online encyclopaedia Wikipedia as a key reference source. Wikipedias special feature is that it is based on the collective intelligence (CI) of lay citizens. Its consensus-building participatory knowledge-building processes replace traditional encyclopaedia processes founded on the knowledge of experts and gatekeeping practices. However there have been reports of concerns with the level of information quality provided by Wikipedia articles. This paper explores information quality for Wikipedia theoretically. First, it conceptualises the Wikipedia model of knowledge production and second, it analyses information quality for the model. Finally, the paper recommends some improvements for the model and discusses other implications for knowledge management theory and practice.

Successful web-based IT support services : service provider perceptions of stakeholder-oriented challenges

Web-based self-service systems (WSSs) are increasingly leveraged for the delivery of after-sales information technology (IT) support services. Such services are offered by IT service providers to customer firms and increasingly involve business partners. However little is known of the challenges faced by IT service providers as a result of the involvement of the other firms and their employees (end-users). This paper reports related findings from an interpretive study of IT service provider perceptions in six multinational IT service provider firms (Cooper, 2007). The findings highlight that, for IT service providers, (1) it is important to consider and resolve the needs and concerns of other key stakeholders, and (2) significant challenges exist in doing so. The main contribution of the paper is the identification of the key challenges involved. Important implications for theory and practice are discussed.

Supporting knowledge transfer in web‐based managed IT support

Purpose – The purpose of this paper is to highlight the importance and complexities of the knowledge transfer process in the provision of effective managed after‐sales IT support, when the web is used for service delivery.Design/methodology/approach – The paper features an interpretive case study of a multi‐national Managed Service Provider (MSP) and a focus group of representatives from five comparable MSPs.Findings – The paper finds that MSPs that use web‐based channels for the provision of after‐sales IT support services need to address a range of important social and organisational issues in order to realise cost and efficiency‐based benefits.Research limitations/implications – The paper provides a four stage processual model of knowledge transfer in the provision of web‐based managed after‐sales IT support services. The barriers and enablers of knowledge transfer at each stage are identified. The paper adopts a MSP perspective and suggests that further research from the customer perspective is requir...

Marketing research and customer analytics: interfunctional knowledge integration

The Customer Analytics (CA) function is increasingly leveraged for Customer Relationship Management (CRM), however it may lack the value of marketing knowledge available from the Marketing Research (MR) function due to inadequate interfunctional knowledge integration. This paper develops a set of sixteen propositions from a synthesis of the marketing and knowledge management literatures relating key organisational influences on the integration of knowledge between the MR and CA functions. A range of strategic, cultural, structural and technical influences is reflected by the propositions. It is planned to test the propositions in future empirical research.

To choose or not to choose: exploring Australians` views about internet banking

This paper explores Australian domestic customers’ choices with regard to Internet banking, examining why it is taken up by some Australians and not others. The constructivist conceptual framework and the grounded nature of the method enabled in-depth exploration of key issues not undertaken before by the mainly positivist studies. The purposeful sample of 32 participants was selected to represent the major categories of people relevant to the research. Everett Rogers’ famous analysis of ‘diffusion of innovations’ was one theoretical framework used to illuminate the findings; the other was digital divide factors in relation to banking choices. The findings include 1) that the major motivation for people to adopt Internet banking is convenience, closely linked to time savings and ease of accessibility, as well as confidence and skill in Internet use; and 2) that, at the time of the study, digital divide factors were playing an important part in banking choices.