Knowledge Processes and Learning Options in Networks : Evidence from Telecommunications

This paper articulates a network approach to knowledge processes and information systems in organizations. It proposes that cross-business-unit knowledge processes and the learning role of information systems are embedded within a network of relationships that link business units. Exploratory evidence from a large telecommunications firm shows that relationships have strategic learning option value. Learning processes are often informal and emergent thus information systems should provide a flexible infrastructure enabling the evolution of learning processes. The paper identifies important feedback loops that can be leveraged by knowledge managers, who should be seen as cultivators of knowledge processes, rather than omnipotent planners and designers.This is an exploratory empirical study exploring the dynamic interplay of network structure, knowledge processes and Information Technology in a global telecommunications firm. It provides evidence that the network of relationships ('social network') affects both knowledge processes and the value of IT in the firm in a complex dynamic interaction characterized by path-dependency and process co-evolution. The social network has strategic learning option value moderated by trust, as investment in a network link provides the right to future learning benefits. Many knowledge processes are informal and emergent, thus firms need IT that provides a flexible informal learning infrastructure. Examples include wikis and open source collaboration platforms