Knowledge mobilisation in communities through socio-technical systems

Enterprises in both the public and private sector undertake knowledge management (KM) initiatives through which they hope to engender a new, more adaptive and flexible culture of learning and innovation in their organisations. Creative activities involving social learning and innovation are, however, more common in less formal entities such as communities of practice at work and community service organisations in civil society. This paper presents the results and implications of collaborative research into the understanding, development and evaluation of socio-technical systems (STS) designed to mobilise collective knowledge in diverse community settings. The research concerns information and communication technologies (ICT)-mediated activities of communities in the broader civil society and also those in formal organisations. The paper describes and critically evaluates a set of three STS that have the potential to support the collective knowledge of innovative groups, teams and networks, which can all be considered forms of community. The findings could be of strategic value to business, government and community service organisations initiating KM programmes aimed at using collective learning to support innovation.     

The hidden investments in information technology: The role of organisational context and system dependency

Management effectiveness is strongly influenced by the quality and availability of the information resource available to managers. This is partially dependent upon the information and communication technologies which transport events, data and knowledge from isolated consciousness to individual and collective awareness. However, the use of these technologies rarely occurs in isolation. Rather, it is embedded in a far wider organisational context which recognises the politics of decision making and technical change, and the broader culture and experiences of organisations. Central to this is understanding how information technology (IT) investments cause organisations to reflect on the importance of their processes of communication and the value they place on information. A key part of this organisational flux acknowledges that IT applications are built on the existing systems, structure and past experiences of the organisation. Accordingly, investments in IT form part of an ongoing organisational development. Such intangible aspects create a dilemma for management in that they prove problematic to evaluate using conventional approaches to cost justification. By drawing on a series of case studies, questionnaires and interviews, this paper suggests a fresh approach to this dilemma by developing the concepts of dependency, legacy and heritage. The paper concludes by recognising that current approaches to investment appraisal emphasise a narrow, short-term perspective which focuses on a single investment, rather than on a continuous investment stream.     

Development of a holistic model for the management of an enterprise’s information assets

Organisations increasingly realise that they must transform into true digital enterprises to create competitive advantage and ensure corporate survival. However, many organisations do not realise that successful digital transformation (DT) requires much more than technology; it can only succeed if they manage their data, information and knowledge as true business assets. This paper describes collaborative research conducted by academic and industry partners, a mutually beneficial journey spanning the past ten years. The aim was to develop a Holistic Information Asset Management (HIAM) model indicating the important areas of information asset management (IAM) that support the DT journey. Interviews were conducted with C-level executives in organisations from all industries on three continents to investigate their IAM practices, the barriers to good IAM and the benefits of managing information assets (IAs) well. This paper proposes that organisations should focus on ten domains in their quest for effective IAM: i) business benefits, ii) business environment, iii) executive awareness, iv) leadership and management, v) information environment, vi) information systems, vii) information behaviour, viii) information attributes/quality, ix) information performance and x) justification.     

Artificial intelligence and knowledge management: questioning the tacit dimension

Knowledge management (KM) has matured to the point that many organisations either believe they have such practices in place or at least understand they are relevant to the knowledge work commonly undertaken in many industries. What is lacking from the literature, however, is a solid foundation for the philosophies underpinning KM and particularly for how tacit knowledge informs the KM space. Research over decades shows tacit knowledge underpins all other forms of knowledge, enabling the interpretation and judicious application of knowledge, leading (at its highest levels) to the concept of wisdom. As an academic discipline, artificial intelligence (AI) was established before KM, has been grounded in the computing discipline for many decades, and is applied broadly in many domains. This paper explores how AI can inform the KM debate. Rather than simply provide examples of AI success stories as applied to KM in practice, it explores the theoretical and practical limitations of AI and KM in unison, providing at the same time a strong epistemological understanding of both disciplines as a means of furthering the knowledge debate, with particular emphasis on the role of tacit knowledge within this jurisdiction.     

Is it just too good to be true? Unearthing the benefits of disruptive technology

The rate of digital disruption is escalating and placing increasing pressure on organisations to adopt emerging technologies in order to improve their productivity and bottom-lines. Unfortunately, however, many organisations are often being seduced by the purported benefits of disruptive technologies often based on embellished or even falsified claims. This is particularly true in construction, where organisations are being required to embrace disruptive technologies (e.g. Building Information Modelling and Industry 4.0) to address performance and productivity issues. Unsubstantiated claims about expected benefits subvert the justification and benefits realisation process as the change management that is required is downplayed or ignored. It is, therefore, imperative that the business case as part of the process of evaluation, is based on evidence to enable the development of a change management and implementation strategy. In this paper, we present an overview of a longitudinal line of inquiry that sought to examine the benefits of disruptive technology, namely Systems Information Modelling (SIM). Our research revealed that more than a 90 % cost reduction to document electrical systems and a corresponding improvement in productivity was achieved. We suggest that engaging in the process of critical thinking, possessing a conscious awareness and healthy scepticism of technology places organisations in a position of control. As a consequence, organisations are better-positioned to understand the nature of technology and ‘how’ value can be generated from potential new ways of working.     

Experimental methods in innovation research

This paper discusses the possible applications of different types of experiment methods in innovation research. The paper argues that the experiment as a research method has been a largely missed opportunity in innovation research, in particular for creating applicable knowledge for businesses and organisations in the shape of new innovation tools and methods. The paper applies an analytically based limitation of the experiment method which includes an array of both quantitative and qualitative approaches. The use of experiments for such purposes is illustrated through a comparative study of four experiments concerning open innovation in service businesses and organisations. The case studies show how different experiment methods provide new opportunities for innovation research and how they can create new and applicable knowledge about open innovation. Thus the paper argues for applying experiments as an addition to other research methods in innovation research.     

A sensemaking model of knowledge in organisations: a way of understanding knowledge management and the role of information technologies

The objective of the paper is to demonstrate how a sensemaking model of knowledge enables better and deeper understanding of knowledge management (KM) processes in organisations and the role of information technologies (IT) in these processes. Inspired and informed by a sensemaking view of organisations, the model identifies four types of knowledge, corresponding to four sensemaking levels: the individual, collective, organizational, and cultural. Each knowledge type, as the paper shows, is of different nature and has different characteristics but is constituted and affected by all other knowledge types. An organisation is thus seen as a ‘distributed knowledge system’ composed of numerous instances of these four knowledge types and their dynamic interplay. By drawing from three empirical studies, the paper illustrates how the sensemaking model of knowledge can be applied to investigate different ways companies (try to) manage knowledge and use IT-based systems to improve KM and ultimately company performance. A deeper understanding of these processes through the lens of the model reveals mechanisms and forces underlying KM phenomena that help explain why some processes were successful and others failed. The paper intends to make the following contributions: propose a theoretical framework of knowledge and KM in organizations, which is reasonably comprehensive and empirically grounded and also demonstrate its relevance and usefulness to both researchers and practitioners as they investigate and make sense of specific KM processes and IT applications in practice.     

Integrated use of technologies and techniques for construction knowledge management

The last two decades have witnessed a significant increase in discussions about the different dimensions of knowledge and knowledge management (KM). This is especially true in the construction context. Many factors have contributed to this growing interest including globalisation, increased competition, diffusion of new ICTs (information and communication technologies) and new procurement routes, among others. There are a range of techniques and technologies that can be used for KM in construction organisations. The use of techniques for KM is not new, but many technologies for KM are fairly new and still evolving. This paper begins with a review of different KM techniques and technologies and then reports the findings of case studies of selected U.K. construction organisations, carried out with the aim of establishing what tools are currently being used in U.K. construction organisations to support knowledge processes. Case study findings indicate that most organisations do not adopt a structured approach for selecting KM technologies and techniques. The use of KM techniques is more evident compared to KM technologies. There is also reluctance among construction companies to invest in highly specialised KM technologies. The high costs of specialist KM technologies are viewed as the barrier to their adoption. In conclusion, the paper advocates integrated use of KM techniques and technologies in construction organisations.     

Theory-based model of factors affecting information overload

As the volume of available information increases, individuals and organisations become overwhelmed by the plethora of information. This can reduce productivity and performance, hinder learning and innovation, affect decision making and well-being and cost organisations large amounts of money. This paper develops a new theory-based model of factors affecting information overload and provides a formula for calculating the extent of overload, potentially of use as a diagnostic tool supporting individual or organisational development.     

Superstar inventors—Towards a people-centric perspective on the geography of technological renewal in the multinational corporation

This paper develops a people-centric perspective on the geographical dispersion of technological renewal in the multinational corporation (MNC). We contend that a large proportion of all foreign technological advancements can be attributed to a handful of individual inventors, suggesting a blockbuster effect of subsidiary technological development. This suggests that analyses carried out at the subsidiary or firm level disguise significant yet largely unexplored variation in the technological contributions made by individual members of these foreign units. To support this proposition, the paper draws upon an original data set that comprises all of the advanced foreign subsidiaries of 21 Swedish MNCs between 1893 and 2008, and follows their patenting activity in order to document the distribution of inventive activity, both across and within individual subsidiaries. The findings at the subsidiary level show that the distribution of technological activity and contribution to the overall multinational group is significantly skewed; the paper then empirically explores the assumption that a similar distribution also applies at the level of individual inventors. The results point to a pattern whereby most inventors make only occasional and limited technological contributions and, instead, more significant numbers of new technological discoveries are attributable to a select group of exceptionally inventive individuals. In the light of the results, we suggest the fruitfulness of applying a people-centric perspective on the sources of sustained competitive advantage of the MNC, the management of geographically dispersed capabilities in the multinational network, and the geographical sources of technological renewal in the MNC.     

Emotional reactions and coping responses of employees to a cyber-attack: A case study

Cybersecurity is a serious threat to information technology (IT) systems, with most organisations now relying on their IT systems to function day-to-day. Therefore, it is crucial that organisations ensure they are protected. This research investigates the emotional and coping responses of employees towards a cyber-attack. Data was collected through an in-depth case study approach (24 semi-structured interviews) conducted at a global manufacturing company, along with primary observations and a corpus of secondary materials. Our data analysis applied a grounded approach which was then refined using an emotion theoretic lens with the application of Technology Threat Avoidance Theory (TTAT). Drawing on structural appraisal theory, our findings indicate the IT security team in the case study oscillated between positive problem-focused coping and negative emotion-focused coping. A key explanatory feature or turnaround mechanism that mediated this oscillation was senior management empathy and resource mobilization. Building on the analyses, a conceptual model is developed called the Transformation of Coping through Empathic Leadership (T-CEL). The research suggests the crucial role that senior management play in transforming the emotional and coping capabilities of employees through their intervention and support. The study extends the IS Security theoretical background through a TTAT-lens for the analysis of cyber-attack incidents.     

Learning cycles in knowledge-intensive organisations: an exploratory study of the nature and dimensions of knowledge development in four departments

From the perspective of Organisational Learning, organisations have the capacity to learn. Processes of organisational learning and knowledge development have been described mostly in idiosyncratic studies. In this paper, the question raised is how these learning processes can be mapped in a more general way? Can phenomena such as learning abilities of organisations or characteristic learning cycles as several authors broadly describe them, be detected? Unlike other theoretical currents of organisation research, the absence of shared research instruments makes it difficult to compare organisations and be able to pronounce upon their learning capabilities in a more general way.In this paper, the learning abilities of organisations are distinguished and described according to the model of the social learning cycle. A questionnaire was designed and validated to characterise the dimensions of a knowledge space and the stages of a learning cycle. The results, given by the four departments of three knowledge-intensive organisations, are analysed.     

Understanding of knowledge management roles and responsibilities: a study in the Australian context

Most of the studies in knowledge management (KM) argue for leadership as a vital success factor for any initiative. Top management leadership enables the effective promotion of knowledge sharing by creating an appropriate organisational culture, and making arrangements for corresponding policies and procedures across the organisation to facilitate management of knowledge resources and practices. There is little empirical research reported that has focussed on capturing the awareness and understanding of KM teams’ constitutions and their responsibilities. This study reports on the survey of top managers with respect to KM strategy development and implementation. It is based on a survey data collected from leading Australian companies, and builds on other empirical case studies, which looked at mechanisms of KM strategy development and implementation. The results provide a better understanding of the roles and responsibilities for successful KM strategy development and implementation, and can assist with designing KM teams in organisations.     

Software security requirements management as an emerging cloud computing service

Emerging cloud applications are growing rapidly and the need for identifying and managing service requirements is also highly important and critical at present. Software Engineering and Information Systems has established techniques, methods and technology over two decades to help achieve cloud service requirements, design, development, and testing. However, due to the lack of understanding of software security vulnerabilities that should have been identified and managed during the requirements engineering phase, we have not been so successful in applying software engineering, information management, and requirements management principles that have been established for the past at least 25 years, when developing secure software systems. Therefore, software security cannot just be added after a system has been built and delivered to customers as seen in today’s software applications. This paper provides concise methods, techniques, and best practice requirements engineering and management as an emerging cloud service (SSREMaaES) and also provides guidelines on software security as a service. This paper also discusses an Integrated-Secure SDLC model (IS-SDLC), which will benefit practitioners, researchers, learners, and educators. This paper illustrates our approach for a large cloud system Amazon EC2 service.     

Organisational critical success factors in adoption of e-banking at the Woolwich bank

The provision of banking services on the Internet (e-banking) is growing but there is a lack of research related to the organisational issues involved in its adoption. This paper brings theory and practice together by synthesising the existing literature with real-life experience of a UK bank. Two questions motivated this research. First, what is the experience of organisations in adopting e-banking? Second, what are the organisational factors which are critical to the success in e-banking adoption? A case study research approach was used to investigate organisational critical success factors in e-banking adoption at The Woolwich bank. The factors found to be most critical for success in e-banking included: understanding customers, organisational flexibility, availability of resources, systems security, established brand name, having multiple integrated channels, e-channel specific marketing, systems integration, systematic change management, support from top management, and good customer services. We concluded that banks need to implement considerable organisational changes in order to web-enable themselves. The main focus of their e-commerce strategy should be to integrate the e-banking channel with other service delivery channels to maximise benefits.     

多元包容性人力资源实践对个体创造力的影响——双元学习和魅力型领导的作用

多元化员工可为组织带来诸多创新所需异质知识,同时也为组织带来极大管理挑战,因而多元包容性人力资源实践（IHRP）成为学界和业界关注的热点。基于资源保存理论,本研究通过界定IHRP的内涵构成并构建被调节的中介作用模型,探究其对个体创造力的作用机理与边界条件。通过验证性因子分析与逐步回归发现：（1）IHRP包括个性化配置、多元性选拔、包容性发展、参与性评估和针对性薪酬;（2）IHRP对个体创造力有积极促进作用;（3）双元学习在IHRP与个体创造力之间起中介作用;（4）魅力型领导调节IHRP对双元学习与个体创造力的直接作用,同时调节IHRP通过双元学习对个体创造力的间接作用。     

持续创新:摩尔模型扩展研究——基于“雅虎倒下”案例分析

高新技术企业如何进行创新能力管理是关系其能否持久生存的重要问题。对雅虎、Facebook等高新技术企业的案例进行比较分析，探索影响企业持续成长的创新管理问题；拓展摩尔模型中消费者心智阶梯的发展路径，并从企业创新能力管理角度扩展摩尔模型。研究结果表明：高新技术企业面对的消费者市场具有特殊的时序化创新偏好，无视时序化市场特征的创新能力管理方式将导致企业失去持续成长的动力，高新技术企业的核心创新能力必须能够满足其对应的时序化市场需要；创新能力发展对策是高新技术企业赢得市场、实现创新价值、保证持续成长的重要创新战略内容；高新技术企业的创新战略应构建在时序化消费者市场的基本特征之上，只有能够适时调整自身的创新能力发展方向才能满足其所面对的时序化消费者市场需求，获得下一阶段发展所需资源，实现科学的创新能力管理，获得企业的持续成长，为行业和社会发展提供创新支撑。     

The <Emphasis Type="Italic">MinK</Emphasis> framework: towards measuring individual knowledge

Knowledge is the currency of the current economy and a vital resource for sustaining organisational performance in today’s knowledge-based intensively competitive business environment. To avoid the detrimental consequences of knowledge loss, managers are urged to identify where knowledge stocks exist and how knowledge flows within their organisations by identifying knowledge holders among their employees. Although some studies have attempted to use different methods to measure knowledge at the organisational level, very few have addressed the individual knowledge holder. Moving from a critical literature review of the existing knowledge measurement approaches, this paper proposes a novel framework that enables organisations to measure individual knowledge in the business context using a set of metrics, which are subsequently validated via a series of in-depth interviews with senior managers. A summary of the managers’ views on individual knowledge measurement is presented, and reflections on the industry application of the proposed framework and recommendations for its improvement are also discussed.     

Current state of competitive intelligence in South Africa

The economic success of a country depends on its capacity to apply activities which create a competitive advantage. The business environment is highly complex in South Africa and the purpose of this article is to examine the current situation with regard to competitive intelligence (CI) activities in South Africa. Since CI is a relatively new activity in South Africa, this study is mainly exploratory in nature. A questionnaire survey methodology was used where questionnaires were administered to CI experts in organisations in South Africa. The majority of respondents has postgraduate degrees and was in either top management or senior/middle management level of their organisations. Only 55% of the respondents are of the opinion that they cope above average with changes in the business environment and 60% of the respondents strongly agreed that the most important CI activity in their organisation is to use CI to remain cognisant with government legislative trends. It is recommended that organisations should enhance a CI culture by creating CI awareness among employees and provide CI training sessions for new employees.     

Exploring knowledge management implementation in large-sized service organizations – Saudi Arabia as a case

Whereas there is a growing literature that investigates knowledge management (KM) in service corporates, yet the overview and understanding of KM in large-sized service organisations is yet limited and sparse. Transitional economies, like of Saudi Arabia, are highly motivated to establish a knowledge based structure both economically and socially. There is an urgent need for exploring the current situation of KM tools usage and of perspectives on knowledge and knowledge management, as a start by large sized service organisations. Towards further understanding in this regard, this paper explores the status and potentials of KM implementation scoped to Saudi large-sized service organisations. The paper triangulated an interviewer-administrated questionnaire and focus groups to gather the data. The results indicate that although the weighted average of KM tools/methods deployment (being deployed or can possibly be deployed) reaches 79%; however, the written comments in front of each tool indicates that the participants’ understanding of what KM seems distorted, which is confirmed in the coding of their definitions of the term ‘Knowledge’. The participants identified leadership and strategy formulation as the top two critical success factors. A number of other results are presented and several issues were identified for future research.