Getting Social

Abstract

Knowledge acquired by end users through their social networks facilitates optimal use of a newly implemented enterprise system. Existing research has conceptualized end users as being the only actors within such networks. Knowledge ties between actors have been treated as unidimensional. The actor-network theory emphasizes the role of all actors in influencing networking outcomes; hence, this study proposes an expanded multimodal social network that includes four institutionally mandated knowledge actors: the technology champions, the help desk, the service desk, and the shared inbox. Knowledge ties are treated as bidimensional through incorporating both technical and business process knowledge. Data collected from an enterprise resource planning system implementation validated this approach; end users sourced knowledge from other end users and the institutionally mandated network actors based on contextual requirements. End user performance outcomes were significantly associated with knowledge source and knowledge dimension.

KMS Infrastructure for KM Practice in Two Mobile Telecommunication Companies in Namibia

“…The usability of an organisation's KMS is determined by how each employee uses systems to reach their goals effectively, efficiently, and satisfactorily (Nurdin & Yusuf, 2020;Friedrich et al, 2020). Niese and Sasidharan (2022) proposed that knowledge collected from other end-users should be based on their specific areas of competence, as knowledge derived from those with lower levels of expertise may mislead and misinform end-users. These authors continue to state that knowledge actors such as technological advances, supporters, and assistance staff can serve as authentic, reliable, and fully responsible sources of high-quality information that adds, validates, and corrects information acquired from other system end-users.…”