can intra-organizational wikis facilitate knowledge transfer and learning? an explorative case-study
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Can Intra-Organizational Wikis Facilitate Knowledge Transfer and Learning? An Explorative Case-Study
Can Intra-Organizational Wikis Facilitate Knowledge Transfer and Learning? An Explorative Case-Study
eLBa eLearning Baltics 2009
Alexander Stocker, Gisela Granitzer and Klaus Tochtermann
Know-Center, Knowledge Management Institute@TU-Graz, Institute for Networked Media@JOANNEUM Research
June 2009
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Benefit
Show concept and implementation and operation of a wiki for knowledge transfer and learning within the enterprise
Provide quantitative and qualitative data from my evaluation
Evaluate success of the deployed solution
Stimulate ideas for your own business / research
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Agenda
Introduction & motivation
Wikis
Study design
Study results
Qualitative results (interviews)
Quantitative results (online survey)
Conclusion
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Introduction
Web 2.0 impacts knowledge sharing and learning
Participative environment: From consumers to produsers
Rich sources for knowledge acquisition
June 2009
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Motivation
Technology enhanced learning looks back on 15 years history
From one-way provision of standardized learning material within monolithic platforms to service based modular systems
Application of more innovative ways of sharing information (Web 2.0)
Knowledge in the enterprise remains worthless, if not effectively exchanged
Lack of empirical studies from academia on how wikis are effectively used in corporate environments
June 2009
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Motivation
Technology enhanced learning looks back on 15 years history
From one-way provision of standardized learning material within monolithic platforms to service based modular systems
Application of more innovative ways of sharing information (Web 2.0)
Knowledge in the enterprise remains worthless, if not effectively exchanged
Lack of empirical studies from academia on how wikis are effectively used in corporate environments
June 2009
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© Know-Center
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Wiki
“A Wiki is a freely expandable collection of interlinked Web pages, a hypertext system for storing and modifying information [and] a database, where each page is easily editable by any user.” [LC 01]
Motivation to implement Corporate Wikis driven by the success of Wikipedia on the Web
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Study design
Explorative case study [YIN, 1984]
Empirical inquiry
Investigates contemporary phenomenon
In its real life context
Boundaries between pheonomenon and context not clearly evident
Single Case
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Study Design
Investigated Case
Austrian subsidiary of a large-scale multinational enterprise developing innovative electronic parts
Qualitative data
Structured interview of two managers (~3 hours)40 questions on motivation, concept, implementation, success
Quantitative data
Online Survey of 59/210 non-executive employees (28% response rate)
June 2009
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Qualitative Results
Starting point
SUP-DEP provides guidance in technical and methodical issues for all researchers and developers
One SUP-DEP member is responsible for one group of researchers
Decentralized working environments limit the knowledge transfer between SUP-DEP members
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Qualitative Results
Short term goal Long term goal
Wiki
1
Wiki
2
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Qualitative Results
A new Solution ?
Wiki to support knowledge transfer and interconnectedness ..
..to raise effectiveness and efficiency of support (=domain)
Why a wiki?
Implementation and usage
Top down introduction by SUP-DEP’s manager ..
.. but creation of articles should happen bottom-up
Manifold actions to increase awareness and communicate benefit
June 2009
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Qualitative Results
Evaluation concerning operation
500 articles in 1,5 years ..
.. periodically read by over 70 employees, ..
.. about 15 employees highly involved in content creation
130.000 accesses / 10.000 total edits
Originally, the wiki was intended to stimulate knowledge transfer of SUP-DEP ..
.. but also the researchers themselves could benefit from the wiki in the long term
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Qualitative Results
Individual benefits
Wiki-full-text search: quick guidance for emerging problems
Wiki articles: formulations of both problems and their solutions on an adequate (user-centric) level
Platform independent access
Transparency on knowledge and knowledge holders
Organizational (group) benefits
More efficiency and effectiveness in SUP-DEP support (SUP-DEP’s core-business)
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Quantitative Results
Selected quantitative results from the online survey on
Reading and writing behavior
Motivation to read / edit articles
Individual and organizational benefit
Perceived obstacles of successful wiki adoption
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less than montly; 31%
several times a day; 8%
daily; 15%
weekly; 18%monthly; 28%
Quantitative Results
Reading behavior
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monthly; 13%
weekly; 11%
daily; 8%
less than montly; 68%
Quantitative Results
Writing behavior
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Quantitative Results
For which of the following purposes do you read Wiki articles?
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Quantitative Results
When you edit information in the wiki, what do you expect?
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Quantitative Results
In which aspects has the wiki helped you?
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Raise social status
Raise professionalstatus
Better performanceof your work
Faster performanceof your work
Facilitate your work
yes
rather yes
no
rather no
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Quantitative Results
From your point of view, in which aspects has the wiki helped team / organization?
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Improvecollaboration
Generate ideas fornew projects
Improve workflows
Better performanceof work
Faster performanceof work
Improve knowledgetransfer
yes
rather yes
rather no
no
June 2009
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Quantitative Results
From your point of view, what are obstacles for a successful wiki adoption?
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Too much transparency
Only certain employees areallowed to edit
Possible conflicts witharticle creators
Only certain employees areallowed to read
Editing knowledge is timeconsuming
Retrieving knowledge is timeconsuming
Too few employees createarticles
Too few wiki articles
yes
rather yes
rather no
nocontent
privacy
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Conclusion
From Web 2.0 to Enterprise 2.0
Evolution in knowledge sharing and learning
Corporate Wiki in Austrian Enterprise
Starting point, implementation, benefits
A ‘clean’ business-case as success-factor
Wiki-goals, content and forecasted benefits have to be clearly conceptualized and communicated
Focused target group(s) (primary, secondary)
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