Towards employee based knowledge interactions to facilitate group learning within a team collaboration tool : An exploratory case study analysis

Abstract

The indent of this study is on a case study analysis of organizational knowledge nexus and related collective learning in customer support operations of a high-tech company. The unit of analysis was an existing information flow as knowledge related interaction within a customer support process. The study was focused to organizational learning targets as strengthening of effectiveness of the organization’s knowledge building and management. The exploratory social network analysis denotes that experience and tenure within the company is a common denominator of key personnel. In addition, employees’ contribution ratio to community progress over time as they gradually shift from learners to mentors. The findings derived from the social network analysis of a team collaboration tool needs be further researched in conformity studies.