Article2013

Analysing the impacts of ICT on knowledge work productivity

Miikka Palvalin · Antti Lönnqvist · Maiju Vuolle

63 citations0/0 files storedJournal of Knowledge Management

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Information Technology Governance and Strategy Information Systems Theories and Implementation Personal Information Management and User Behavior

Abstract

Purpose The potential of information and communication technology (ICT) in improving knowledge work productivity is well‐documented in the existing literature. However, prior research fails to provide means for analyzing whether the potential can be realized in a specific organizational context. Thus, this paper aims to focus on the context‐specific analysis of the impacts of ICT services on knowledge work. Design/methodology/approach This paper uses a literature review and a case study conducted in a medium‐sized European teleoperator company. The case study examines the measurement process for capturing the knowledge work productivity impacts produced by a new ICT service used by the company. Findings ICT can be used to eliminate non‐value‐adding tasks or to make them more efficient. ICT can also improve employee welfare, for example, through transforming the content of work by deleting unimportant activities. The empirical study showed that, contrary to the view presented in the prior literature, it does not seem that difficult to measure the impacts of ICT on knowledge work productivity. A key point in the measurement is identification of case‐specific impact factors by examining the characteristics of the ICT service and the organisational setting. Practical implications The results of the paper will be useful for managers studying the impacts of ICT investments in their organizations. Originality/value This paper contributes to the prior literature on ICT and knowledge work productivity by explaining how the impacts of ICT can be analysed in a given empirical context. The specific novelty value of the study lies in the new knowledge concerning the identification of the impact factors.

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References

2004Review: Information Technology and Organizational Performance: An Integrative Model of IT Business Value1 1992LEARNING BY KNOWLEDGE‐INTENSIVE FIRMS*2003Performance Impacts of Information Technology: Is Actual Usage the Missing Link?2005Validating the organizational climate measure: links to managerial practices, productivity and innovation 1999Knowledge-Worker Productivity: The Biggest Challenge 2006Knowledge-worker productivity: the biggest challenge 2010WHAT IS A PROFESSIONAL SERVICE FIRM? TOWARD A THEORY AND TAXONOMY OF KNOWLEDGE-INTENSIVE FIRMS.1999Performance Measurement and Control Systems for Implementing Strategy

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