An information support service for moderators of SME company networks

Abstract

Purpose This paper aims to investigate the management process in company networks. A new information support service can assist network managers in the complex task of orchestrating members of the network to so‐called network actor sets (NAS) that deliver the “best fit” for incoming inquiries. Design/methodology/approach A corresponding conceptual framework and system approach is developed. The proposed system employs a pragmatic two‐phase multi‐criteria scoring scheme for orchestrating NAS under consideration of the specific needs of inquiries and, too, the company network as a whole. Findings The research indicates that the orchestration of NAS may be effectively performed by a corresponding information technology (IT) support service. Through the service orchestration decisions may become less influenced by human factors. The service will also lead to better transparency, traceability, and analytical possibilities regarding the inquiry management process. Networks with a high number of members and with many overlaps in company profiles and competences will find this service useful. Research limitations/implications Further orchestration criteria will be explored in the future by a simulation study. Practical implications The paper presents recommendations for structuring the inquiry management process in company networks to improve effectiveness by the use of IT. Also, it contains a sound framework for the implementation of the proposed service as part of IT infrastructures for company networks. Originality/value The paper presents major insights, concepts, and a system approach for a novel information support service for network moderators.

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