Knowledge Management in Organizations International Small Business

Question: Describe about the Knowledge Management in Organizations? Answer: Introduction Knowledge Management Software (KMS) in an organization helps the senior executives to create the mode of knowledge of its employees. KMS is installed as an IT system that stores and collects knowledge, locates sources of knowledge, improves collaboration and excavates repositories regarding hidden knowledge (Leonardi, Huysman and Steinfield 2013). A KMS covers all the departments of an organization from stakeholders to suppliers and from production to end consume. Thus, it is one of the complex systems for an organization to maintain, which incurs both security risk and financial risk. One such KMS domain is the public domain, which covers the human resource data for an organization. For a large organization that has several hubs and branches in different locations, it becomes very hard for the organization to ensure collaborative work from all its employees, which is mitigated by Social Network Software (SNS) (Oostervink, Agterberg and Huysman 2016). In this section, an informal view of Social Network Software, which acts as the example of public domain Knowledge Management Software (KMS) will be presented. SNS will be further explained in the analysis section through the selected methods considering several data as a form of secondary research as the paper continues. Significance of the study and rationale will be created in this section. Background of the research This research is emphasizing the impact of Social Network Software (SNS) as a form of Knowledge Management Software (KMS) in an organization. With the extension of business sector, the amount of employees is increasing who are from different backgrounds and classes. Though personalized SNS within the firewall of an organization, employees are able to access profile of different other employees within the organization, which is beyond their expertise, knowledge, relation and department (Cao et al. 2013). In this way, an organization is able to keep the employees under one umbrella, who are both professionally and socially connected. This increases the knowledge cohesion for an organization and employee engagement is increased, which positively affects the growth of business. Significance of the research In this world of competition, without the active participation of employees, organization can never grow. Therefore, for large organizations they need to interconnect employees, which will increase their participation and enhance performance through communication. In this way, an organization will be able to increase employee motivation and finally employee engagement. Employees will be able to know about each other and will create a new platform where they can share views, status, photos and several other linking (Storey et al. 2014). Therefore, the significance lies here that an organization will be able to personally correlate its employees by virtual communication through internal Social Network Software. Rational of the study At present, several organizations are facing employee attrition, as they are not able to engage its employees. Organizations need to find a way by which knowledge management system can be enhanced, so that employee participation can be monitored. For satisfying such motive, internalSNS will enhance the communication among employees and in this way, an organization will be able to understand the employee grievances, mitigating which will lead to employee commitment (Huang, Singh and Ghose 2015). This research will be done by accessing several articles from the internet, academic journals, authentic websites and online library books. Theories and concepts of employee engagement will be described in the literature review section, which will form the supporting ideas for the issue. Research Aim The aim of this research is to investigate and put forward that social network software is the most successful example of public domain Knowledge Management (KM) software in existence. Research Objective To identify the impact of Social Network Software in a large scale organization To investigate the relation between Social Network Software and Knowledge Management Software To provide suitable recommendations for implementing social network site in an organization Literature Review Concept of Knowledge Management According to Holsapple (2013), for large scale organizations, updating the employee base and integrating the record of each of the departments is highly complex. This is because selecting an employee does not indicate that he will serve for throughout his life in that particular organization. In such as case, knowledge management is of no use. On the other hand, Zhao de Pablos and Qi (2012) argued that knowledge management software does not only keep the record of employees but at the same time, it keeps the record of employee performance, satisfaction and grievances. Richter et al. (2013) points out that KMS has to cordially connect the existing employees in an organization so that they can be bought under one umbrella. Therefore, it can be understood that as employees in an organization need open communication so that differences among them are reduced, they need to be connected with each other, which will lead to employee commitment. Concept of internal Social Network Software According to Borghoff and Pareschi (2013), the percentage of virtual communication is increasing globally and it has been the most successful mode of communication that mitigates gap among unknown people. On the other hand, Pirkkalainen and Pawlowski (2014) pointed out that unknown people fears to share their real profile in the open platform as unknown people may misuse their personal information. Thus, it can be said that if virtual communities are developed within an organization, then employees can freely communicate in a safer way. In this context, Dalkir (2013) opined that if a multi-national organization were able to create closed social network software, employees would develop a virtual community to share their lives and status. Employees will come to know about such people who they had never come across earlier. They will even come to know about their work profile, achievement, status and other realty, which will engage more towards commitment. Features of SNS Security Employees will be able to securely communicate with each other, as each of the session will be recorded against the IP address. Moreover, accounts of employees will be accessed within the organization itself; therefore, the amount of fake accounts will be negligible. Accessibility Employees will get the opportunity to access their account from their preferred location irrespective of office campus, office hours and higher authority intervention. Employees will have their separate login credentials by which they will access their accounts (Braglia and Frosolini 2014). User Interface The user interface (UI) will be flexible enough with push notification ability at the background of the gadget. Vital information, status and message will be shared at priority basis, and therefore, employees need not to search ideas from core accounts (Aurum et al. 2013). Intuitive search engine SNS will have additional search engine through which employees will get in touch with accessible areas within the organization. Individuals can communicate with other departmental communities in other locations. Moreover, organization can share vitals regarding productivity, which can be searched and downloaded by employees (Floyde et al. 2013). Authorized communication Organizations have their own accounts for employees, though which policies, documents and performance criteria are shared. SNS will give the opportunity to higher executives to share important ideas, facts, information and data via one particular platform in simultaneous method, which can be accessed by all. This will reduce time and cost for an organization. Figure 1: Knowledge Management Features (Source: Sultan 2013) Knowledge Management Framework According to Von Krogh (2012), KMS for an organization is divided into three pillars, which are knowledge management environment, business process environment and knowledge processing environment. Accessibility feature of SNS indicates that information can be accessed virtually to all employees leading to knowledge management. Search engine feature indicates that business process of an organization always keeps the employees up to date, as vital information is always stored in the server. User Interface feature indicates that employees need not search information, but information will directly reach to them in priority basis, which will reduce knowledge biasness (Daneshgar, Low and Worasinchai 2013). Figure 2: Knowledge Management Model (Source: Alegre, Sengupta and Lapiedra 2013) Another purpose of knowledge management is to create value about the organization. Value can be raised by enhancing the culture of the organization, where equal contribution will be achieved. By sharing views in the online platform, the management will come to know about the types of culture that is required for the organization (Geisler and Wickramasinghe 2015). The SNS feature will help in enhancing the organizational culture by total participation. Figure 3: Knowledge Management Process (Model) (Source: Geisler and Wickramasinghe 2015) Summary From the above concept, theories and models, it can be identified that SNS forms the basis through which employees in an organization can be connected virtually. Knowledge management regarding public domain indicated that an organization needs to know about its employees and at the same time, needs to share information with them. Thus, SNS makes the base though which employees are brought under one umbrella. It is not sure of how much an organization can get effectives though SNS, but the models and features of KMS helped in creating the base for carrying out the analysis in the later part of the paper. Research Methodology Introduction In this chapter, the methods for conducting the research will be presented. The tools and techniques for conducting the research will be identified. The research will set up ideas from secondary sources such as online journal articles, empirical articles and academic journals. Therefore, accurate research philosophy has been identified and inductive research approach has been selected. The selected tools have helped in carrying out the most appropriate analysis based on the findings. Research Philosophy By the selection of appropriate research philosophy, gathering and evaluating of data has been carried out. Based on the research topic, the researcher has selected the accurate philosophy. Robson and McCartan (2016) pointed out that there are three research philosophies, which are positivism, realism and Interpretivism. Positivism research philosophy helps the researcher to gather data that is fact oriented and on the other hand, Interpretivism research philosophy helps the researcher in gathering data that is socially constructed (Mackey and Gass 2015). Finally, realism research philosophy helps in gathering data that is both factual and socially constructed. Therefore, based on the research topic, realism research philosophy has been selected. Research Approach According to Taylor, Bogdan and DeVault (2015), research approach helps the researcher in gathering accurate knowledge about the research. There are two types of approaches, which are inductive research approach and deductive research approach. According to Flick (2015), by following deductive research approach, the researcher is able to allocate data from several models, concepts, theories, and carry out the research. On the other hand, Pickard (2012) pointed out that by inductive research approach, the researcher is able to develop new theories and models as per the requirements of the research. Thus, in this research, inductive research approach has been selected, as data will be collected from several online authentic sources, which will help in carrying out further analysis. Research Purpose It is very important to understand the research topic to conduct the research in an effective manner. By understanding the research topic, the research variables are identified (Neuman and Robson 2012). Salaberry and Comajoan (2013) pointed out that there are three types of research purpose, which are explanatory, exploratory and descriptive. Relationships between different variables are identified by explanatory research purpose. Research background is identified by exploratory research purpose (Anfara Jr and Mertz 2014). The explanation of research topic is carried out by descriptive research purpose. The researcher is able to gather data for supporting the research topic. In this research, explanatory research purpose has been selected. The two variables that are most important in this research are Social Network Software and Knowledge Management Software. Based on these two variables research purpose has been justified. Research Strategy According to Miller et al. (2012), for gathering data regarding the research topic, appropriate research strategy must be identified by the researcher. The four most common research strategies are focus group, case study, interview and survey. All types are researching are conducted by these four strategies. Pierre (2012) pointed out that the research that is conducted by primary data collection, is based on interview and survey. On the other hand, John Kuada (2012) pointed out that secondary research is conducted by case study and focus group. For case study and focus group, the researcher accesses data from several online sources, online journals, academic sources, online libraries, empirical studies and news from several organizations. Therefore, in this research, case study has been chosen as the research strategy, as data will be allocated from several online sources. Data Collection In order to collect data for this research, secondary data collection procedure has been chosen. Regarding the literature review section, data from several online sources has been collected. Online sources such as authentic journals and websites have been selected. There are two methods for data collection, which are primary data collection and secondary data collection (John Kuada 2012). This research is not based on statistical data allocation, and therefore is completely based on allocating data from online sources. Thematic analysis has been done in this research to justify the research topic. The objectives that have been set up have been justified by the thematic analysis. Data Analysis According to Roberts (2013), secondary data has pre-established reliability and validity degree that does not require post examination by the researcher. Therefore, in this research, factual data has been collected and thematic analysis has been conducted. Different themes have been setup by the researcher that supports the research aim and objectives. Analysis Introduction In this section, the researcher has done thematic analysis. Thematic analysis means theme based research data analysis. In this section, the researcher has related the objectives of the research with accurate themes for best analysis. The researcher in this section has set up three themes and adequate data, figures and charts support each theme. Thematic Analysis Social Network Software and Large-scale Industries Large-scale industries such as Multi-national industries are growing rapidly by merger and acquisition (Wiig 2012). As a result, the internal communities of such organizations are increasing rapidly. The internal communities mostly refer to human resource and therefore, it has become the challenging task for such organizations to maintain employee engagement. Finally, such organizations have thought of implementing social network software (SNS), so that employees can be better managed. For example, IBM, a multi-national organization have implemented the enterprise SNS known as Beehive, in the year 2007 (Galliers and Leidner 2014). After one year, the SNS supported more than 30,000 employees across globe. This helped the organization in getting expressive picture of its employees. Employees were even able to communicate with each other considering both professional and personal life ((Galliers and Leidner 2014). This organization wanted to build the empire of liveliness just like Facebook and MySpace. The organization had a range of employees from different departments in different branches. IBM found that expressive and personal information was lacking among the employees with the corporate intranet. Many of the employees were void of company information as well as they did not keep any contact with their peers. In the year 2010, both the organizations RIM and IBM started to communicate with each other through social network software provided by Blackberry Ltd (Botha, Kourie and Snyman 2014). The platform was known as IBM Lotus Quickr. By this software, both of the organizations were able to communicate with each other for proceeding business processes. Lotus Software was initially for IBM and RIM, but later, the software was made available for all other organizations. Finally, one of the most accessible SNS at present is Tibco Tibbr (Rao 2012). This software is widely used by many organizations, which falls under sub large-scale organizations. This networking software integrates real-time data sharing by using Google Drive, Gmail accounts and personal account connectivity. If effectiveness is considered, then it can be said that positive attitudes were found among the employees. The below figure gives the idea that through the implementation of SNS, organizations can surely increase their performance and employee engagement. The table gives the idea of IBM tech-field employee integration, from where, two main factors such as employee attrition and employee engagement are found to considerably reduce. IBM Tech-field Employee impact after SNS implementation Factors Before SNS implementation (%) After SNS Implementation (%) Percentage in increase (%) Employee Engagement 32.2 71.3 54.83 Employee Participation 41.5 67.9 38.88 Employee Attrition 39 21 46.1 Employee Relation 51 83 38.55 Employee Conflict 47 79 40.50 Employee Satisfaction 47 71 33.80 Employee Retention 61 89 31.46 Table 1: IBM Tech-field Employee impact after SNS implementation (Source: Richter et al. 2013) Figure 4: IBM Tech-field Employee impact after SNS implementation (Source: Richter et al. 2013) Social Network Software and Knowledge Management Software In the year 2010, Forrester Consultancy farm identified the requirement of knowledge within an organization considering several factors such as marketing activities, reducing travel cost, managing projects and internal recruitment process. The organizations that were investigated mainly falls under European based IT industry. It was understood that at each level of business process, communicating with employees became the most important factor of large scale IT organizations. For organizations that are expanding, needs to communicate with the employees so that advanced performance is achieved. The knowledge of workers differentiates the knowledge base of organizations. Knowledge regarding emerging capabilities, involvement of analysis, technical level enhancement and innovative ideas are required to be shared with the employees at an urgent basis. Thus, organizations need to create a unified level of knowledge management that can be shared in real-time basis throughout the organizati on. The following table gives the idea regarding the factors that will be required for knowledge management through social media software. The contributing percentage is even delivered in the following table. Factors Percentage Marketing Activities 54 % Activities of customer service 45 % Reducing cost for meetings 45 % Communicating with employee 42 % Sharing and capturing knowledge 39 % Managing Projects 31 % Fostering collaboration with groups and division 29 % Availability of best practice 27 % Locating experts within organization 25 % Driving Innovation 23 % Constructing interest and practice 23 % Corporate alignment strategy 20 % Internal recruitment 16 % Table 2: Factors fostering SNS within an organization (Source: Riemer and Scifleet 2012) Figure 5: Factors fostering SNS within an organization (Source: Riemer and Scifleet 2012) From the above figure, it can be understood that with the incorporation of SNS within an organization, the existing knowledge management will be surely extended. In the year 2008, IBM introduced its Beehive SNS technology. Regarding the job titles within IBM, it was found that 27 % of employees were either IT workers or engineers. 15 % of the SNS users were directors and vice-presidents and 10 % of the users were leads and managers. Finally, 6 % and 4 % were the consultants and sales persons respectively. Out of the total users in Beehive SNS technology, 14.8 % employees were from the India and 40.6 % were from the US. 7 % of the users were from other countries and 31.9 % represented mobile employees. From the above it can be understood that with the help of KMS, IBM has able to understand the types of employees present in the organization and their level of contribution. The content types that were utilized by users or employees were as following: Factors Percentage Connection 58.3 % Status Message 34.7 % About-yous 22.9 % Photos 22.9 % Lists 19.3 % Comments 18.5 % Table 3: Percentage of IBM users contributing Beehive SNS (Source: DiMicco et al. 2008) Figure 6: Percentage of IBM users contributing Beehive SNS (Source: DiMicco et al. 2008) The above fact gives the idea that with the involvement of KMS an organization will be able to reach out to its employees in simultaneous way. The above figure even gives the idea that 31.9 % of the employees who were never recorded by the organization were mainly under mobile category, which means they were service employees and had out-house jobs. In this way, the organization was able to record its employees of several sectors. Thus, it can be said that KMS is very much required for an organization. On the other hand, it can be even said that SNS provides the base for the KMS through which an organization is able to connect its employees under one umbrella (Richter and Riemer 2013). Moreover, knowledge such as innovation example, idea and strategies are shared among the employees by whom more employees are retained in the organization for longer term. The implementation of SNS is though highly productive for an organization but still it has several advantages and disadvantages, which are described in the following table: Benefits experienced by organizations through SNS Enhancing Corporate ingenuity Employees will be able to share ideas among themselves, vote them, which will mean that concepts can come from any source Enhancing organization cohesiveness Relaxed and communicative environment will be restored within an organization as both top-to-bottom and bottom-to-top ideas will be shared Satisfying workers Workers will be highly satisfied by increasing communication and in this way they will be engaged more with each other One-stop Communication stop Communication will be unified under one particular umbrella and hence unified and unbiased ideas will be shared Entering cloud Web-based social networking communication will help employees in facilitating transition of files, directories and performing materials Challenges experienced by organizations through SNS Identity management When an organization has several subsidiaries and entities, then it becomes very hard to maintain each of the profiles of the employees and stakeholders Technical challenges Establishing hard network may fail at any time, which may cease the whole communication Security and monitoring Within a SNS, an organization may not permit its employees to speak about business vitalities, which cannot be reduced or monitored, thereby violating security Productivity loss Often it is found that without enhancing employee productivity, employees are engaged in chat and text, which wastes a lot of time, and finally impacting on productivity Table 4: Benefits of SNS enhancing KMS utility (Source: Kugler, Smolnik and Raeth 2013) Thus, from the above, it can be quantified that SNS does not always improve productivity in an organization. Some percentage of employee performance is reduced by wide communication. Feature oriented Recommendations for SNS Platforms Some of the most suitable and effective Social Network Software are eXo Platform, SocialEngine, mooSocial and Schoology. On the other hand, the enterprise applicable SNSs are Yammer, Tibber and Beehive (Chui, Dewhurst and Pollak 2013). The above analysis gave the idea that most of the SNSs are enhancing the employee communication and thereby increasing employee engagement. Still some of the concerns that IBM, Microsoft and RIM are facing are related with security and free accessibility. Therefore, large-scale organizations need to increase the applications of SNS in future. The best recommendations for SNS can be identified from Tibbr, Jive, Yammer, SocialCast, Convo, Kaltura, Chatter, Zyncro, Socialtext and Connections (Muller et al. 2012). Yammer follows the friendly design of Facebook. The design is very much customizable and suitable for all types of employees in an organization. Intuitive search designs, notification update, push notification, priority based message from higher department, and even the most advanced feature of detecting employee emotions (Fulk and Yuan 2013). Thus, all the other SNS platforms need to have the best features so that employees can be bonded together. With such features, 21.5% employee engagement was increased in Microsoft. Tibbr has the most basic form of user interface, by which employees can share information with each other regarding project updates thorough communities. Professional skills, past success, people ideas, and innovative approaches regarding individual projects are shared among the employees (Christidis, Mentzas and Apostolou 2012). This helps in creation of enhanced form of communication and more qualified project outputs. Such features are to be included in KMS so that ideas and information are shared in real-time basis. SocialCast has the intuitive design for both desktop and mobile versions. SocialCast is ESN optimized centralized communication center that helps in formation of private groups, sharing documents and managing projects (Majchrzak et al. 2013). On the other hand, SocialCast has the Task Timeline display regarding an individual needs to do in one particular day. Conclusion From the above discussion, it can be identified that SNS platforms must integrate their user accounts with SNS accounts so that a unified communication platform that includes all types of media is created. In this way, Knowledge Management in organizations can be ensured. Conclusion and Recommendation Conclusion In this section, the analysis will be concluded with suitable recommendations for future. The whole research facts will be jotted down, which will be linked with research objectives and research topic. Some recommendations will be provided as well so that best features of SNS are provided. From the research, it has been identified that SNS is extensively utilized in the multi-national organizations so that employees can be retained and satisfied for longer term. On the other hand, it has been found that organizations are not able to sustain the accounts of all the users. It has been found that often the employees are misusing their time in chatting and texting with other employees. On a whole, it can be concluded that organizations can implement SNS to develop their Knowledge Management Software system considering only the public domain. Employees from all the sectors can be unified under one particular umbrella. Linking with Objectives To identify the impact of Social Network Software in a large scale organization It has been found that the SNS system, Beehive for IBM enhanced the employee engagement and employee retention, which the most important factors of employee management for an organization. Thus, it can be said that the Knowledge Management Process model in the literature review section is satisfied with the SNS system that the organizations follow. To investigate the relation between Social Network Software and Knowledge Management Software The analysis section gave the idea that an organization is able to satisfy its knowledge management by the help of more employee involvement. This is because employees are able to allocate knowledge, allocate responsibilities and share ideas related to project as an ongoing basis. In this way it can be said that only by the relation between SNS and employees, the relation with KMS can be extended in future. To provide suitable recommendations for implementing social network site in an organization From the third theme, it can be analyzed that some of the most suitable features that are to be included in all SNS are user-friendly design, personalized based mail, account management and security. Such features are found to be linked with literature review as well, and therefore it is sure that organizations will surely extend its services in future by enhancing these features. Recommendations Some of the recommendations that organizations need to follow regarding SNS are given below: Tie with business goals An organization needs to always keep in mind about the overall goals and according to that, SNS has to be designed. SNS is different for different organizations, and therefore, organizations need to think whether it needs to keep separate communication platform or an integrated communication platform. In both the cases security problems will be present and therefore alternate measures are to be kept. Knowing the feature that is not working The present barriers to communication have to be understood by an organization. If an organization is able to get the details of communication failures and even the range of problems that are trapped in e-mail, then surely issues can be addressed. Moreover, peers need to identify the workers who are having better expertise and in this way, knowledge can be better managed. Source of information in other parts of the organization has to be evenly shared. If bottlenecks in features are taken care, then more communication will be ensured. Thinking about integration Purpose of organizations differs from each other and therefore, integration requirements are to be identified prior to the implementation of SNS. The legacy platforms are to be integrated with the social software so that existing systems are coordinated. If the user satisfaction is raised with platform fabrication, then surely it will add value to the system workers. Preaching openness over appropriateness The management must not restrict the flow of information among the employees. Rather than that, the management must appreciate the type of communication and information that flows through the employees. From such information, it can be identified that if openness is ensured then employees will be able to share their concerns, which can be tracked by the organization. Limitation of the Study In this research, the main limitations were time, money, and accessibility to articles. The total research was based on secondary data but due to lack of time, it was not possible to identify the wide range of knowledge management factors. Moreover, the type of knowledge management about this topic is restricted to large-scale organizations and therefore, Social Network Software implications were not identified for smaller organization. The budget was limited and therefore, wide range of articles was not accessed. Wide range of original data regarding SNS was very limited in the internet and therefore, certain areas of analysis was lacking in the research. Further Scope of Study This research paper in future will act as the secondary source for future researches. Researchers who will conduct such similar researches will get idea from this research paper. The areas of limitation will be taken care in future to conduct better research in future. Reference List Alegre, J., Sengupta, K. and Lapiedra, R., 2013. Knowledge management and innovation performance in a high-tech SMEs industry.International Small Business Journal,31(4), pp.454-470. Anfara Jr, V.A. and Mertz, N.T. eds., 2014.Theoretical frameworks in qualitative research. Sage Publications. Aurum, A., Jeffery, R., Wohlin, C. and Handzic, M. eds., 2013.Managing software engineering knowledge. Springer Science Business Media. 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