Knowledge Exchange via Unified Communication Services: A Grounded Theory Approach

Abstract

Literature remains scant concerning the benefits of unified communication services (UCS) for the purposes of knowledge exchange in organizations. This study utilized the Grounded Theory approach to systematically analyze 3023 communication logs among 47 employees at a mid-size South Central company. Findings show that UCS knowledge exchange occurs with high frequency, has short duration and is done primarily through low synchronicity mediums. A theoretical model is also proposed to explain the dimensions of the exchanged knowledge exchanged.

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