WHITE PAPER Knowing What We Know: Supporting Knowledge Creation and Sharing in Social Networks

Abstract

Abstract Many early knowledge management initiatives focused heavily on informationtechnology and codified knowledge and so missed performance improvementopportunities from interventions targeting knowledge embedded within networks ofemployees. Despite advanced technical solutions employed to manage organizationalknowledge, we continue to find that people are often more reliant on other people thanthey are on databases when seeking answers to unstructured questions. As a result,organizations creating more cohesive networks on knowledge related dimensions arebetter able to collectively solve problems, create new knowledge and transfer explicit andtacit knowledge embodied within employees. The following article reports on a cross-industry research program assessing ways to promote knowledge creation and transfer innetworks of employees. Specifically, we have found four characteristics of relationshipsimportant for knowledge creation in networks: 1) knowing what others know; 2) havingaccess to other people’s thinking; 3) having people be willing to actively engage inproblem solving; and 4) having a safe relationship to promote learning and creativity.Mapping these dimensions in social networks yields targeted social and technicalinterventions managers can employ to improve a network’s ability to create and shareknowledge.

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