ICT as a tool for gaining and sharing knowledge

Abstract

The purpose of the paper is to improve understanding of the differences and similarities between Information and Communication Technologies (ICTs) that are offered to consumers to gain their knowledge and ICTs that are expected by consumers in terms of their engagement in knowledge sharing. Thus, this paper aims to solve this problem by answering the main research question: Are the ICT offered to consumers to engage them in knowledge sharing in line with their expectations? The presented outcomes result from two sets of data, (1) a survey questionnaire on consumers and (2) a case study online observation of enterprises and public sector organizations (PSOs). Popular and well-known ICTs were taken into consideration. The findings show that both enterprises and PSOs most often offer consumers their own websites. That indicates that they choose an easily accessible and convenient tool for them to facilitate consumer engagement. The comparison of the results taken from two sets of data has revealed that consumer expectations as to ICT usage for knowledge sharing are much higher than the possibilities offered by enterprises and PSOs. This is especially true for Internet forums, industry-specialized portals, and specialized organization websites. The results also show that females would like to use ICTs in greater scope than males. It is especially true for popular information websites and Facebook portal. What is more, the results show statistically significant differences between age generations for two ICTs only, i.e., mobile applications and Facebook portal. Detailed analyses indicated that the elder generations, i.e., Baby-Boomers and Builders, would like to use these ICTs in greater scope than the younger ones. In particular, the results reveal that consumers expect to use ICTs in greater scope than those offered by enterprises and PSOs. However, the results must be interpreted with caution because of their limitations that pertain to the survey sample, which embraced consumers from Poland only, as well as to ICTs selection limited to nine items. The findings presented could be relevant to any enterprise and PSO that would like to engage consumers in providing feedback about their product and service offerings with the ICT usage.

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