Applications of social networking technology in IT-based knowledge management systems

This research enquires into how social networking technologies can help knowledge creation and sharing in IT-based knowledge management systems. Social networking technologies have changed the way people connect and collaborate allowing users to seek and find knowledge and expertise from both friends and strangers alike. Despite technology having been used in a variety of ways to support knowledge management systems, the use of social networking technology has been little explored. The famous SECI model highlights socialisation as an important aspect in transferring knowledge, yet IT-based knowledge management systems seem to miss out on this element. This research argues that combining knowledge management systems with social networking technology bridges this gap. Social software is becoming part of a commonplace set of tools available for organisations that may help IT-based knowledge management systems. Evidence is presented from a case study conducted in practice at an organisation. A mixture of qualitative and quantitative methods were used to collect the data and evaluate the effects of social networking technology within IT-based knowledge management systems. The research contributes towards the fields of knowledge management and knowledge management systems. The research inquiry found that the inclusion of social networking technology had positive effects on the IT-based knowledge management system and in turn the knowledge management initiative. The introduction of the IT-based knowledge management system, supported by social networking technology, resulted in a drastic improvement of 40.8% in the ease of finding knowledge and information, an increase by 30.4% in ease of sharing with other teams, and an improvement of 39.3% was also reported by employees feeling that the company tools support organisational growth. Data indicates an increase in other measurements of knowledge sharing and system metrics also show an increase in the usage, participation and contributions made in the IT-based knowledge management system supported by social networking technology. Building on the SECI model knowledge management theory is extended through the proposal of the social networking for knowledge management model (SN4KM) to support knowledge management systems designers.