use of social media for knowledge management
DESCRIPTION
Knowledge management plays a vital role in an organization. Every member brings a level of knowledge to an organization that is used to not only ensure it functions competitively in its given industry, but also that each member is competitive individually. Social media plays a role in our society as a vital and often credible resource for real-time, accurate information on many subjects. Salvatore Parise, in his article, “Social media networks: What do they mean for knowledge management?” discusses how the power of online social media will be leveraged to enhance and improve knowledge management systems. Based on Parise’s research, this article will discuss the two key functions he argues social media technology offer knowledge management systems; social context around knowledge activities and the use of social navigation. Though many authors in the industry agree with Parise’s assessment of the impact social media can have on knowledge management, opposition to the idea stems from the threat to the information security of a company.TRANSCRIPT
The Use of Social Media in
Knowledge Management Risk or Reward?
By Ivory S. Banks
9/1/2011
ABSTRACT
Knowledge management plays a vital role in an organization. Every member brings a level of
knowledge to an organization that is used to not only ensure it functions competitively in its
given industry, but also that each member is competitive individually. Social media plays a role
in our society as a vital and often credible resource for real-time, accurate information on many
subjects. Salvatore Parise, in his article, “Social media networks: What do they mean for
knowledge management?” discusses how the power of online social media will be leveraged to
enhance and improve knowledge management systems. Based on Parise’s research, this article
will discuss the two key functions he argues social media technology offer knowledge
management systems; social context around knowledge activities and the use of social
navigation. Though many authors in the industry agree with Parise’s assessment of the impact
social media can have on knowledge management, opposition to the idea stems from the threat to
the information security of a company.
Today, social media such as blogs, wikis, and social networking sites are a ubiquitous
form of communication for individuals and organizations alike. The use of these resources is also
on the rise for implementing enterprise knowledge management systems. A great deal of money,
time, and effort is spent to build effective knowledge management systems to store and facilitate
both tacit and explicit knowledge. Senior employees and subject matter experts add the value of
their expertise and the tangible connections they have made with other people in their respective
industries. However, the point of Parise’s article is how that knowledge is used and
promulgated has drastically changed for the better and should be leveraged for the benefit of
knowledge management systems.
“…A big challenge with traditional KM technologies was they often lacked the social
context surrounding both the content and the source/seeker of information (Parise, 2009).”
Parise illustrates how the attendees at his presentation at Babson College quickly disseminated
information about his topic via social media. He points out that the benefit here is being able to
use online social media to disseminate information to a large audience in a very short amount of
time (Parise, 2009). This is unlike traditional social networks that relied mostly on a group of
local people, the control of the network spanned only locally, and were often small in size (Lea
et al., 2006).
A communication vehicle such as Twitter allows users to quickly communicate vital
information in 140 characters or less, or updating a status message on Facebook spreads
information quickly and to a large amount of people. In addition, this method of knowledge
sharing means the information has a shorter time lapse from receipt to being transmitted which
could also lessen the chance of it being shared inaccurately. How can these benefits be tied to
and used for the enhancement of knowledge management? Let us break down the two key
functions Parise says are significant to improving knowledge management systems; social
context and social navigation.
Social context, which Parise defines as the metadata associated with the individuals who
are sharing the knowledge such as their formal title, roles, interests, knowledge activities, and
relationships, must be created to provide a rich knowledge sharing experience (Parise, 2009).
According to C. O’Dell et al., the lack of relationship between the source of information shared
and the author presents a barrier to knowledge sharing (Kane, et al., 67). This analysis supports
the idea that merging the social context of an author to his or her explicit knowledge breaks
down this barrier. “The main principle of social networking sites is the use of explicit
representation of user information and mechanism. They provide automatic inference of
common interest and experience of members through logical reasoning and hence offer
matchmaking services and resource identification to solve tasks arising in the community”
(Neumann et al, 2005).
Traditional knowledge management technologies present a major challenge in
promulgating information because they often lack the social context that ties the author (or
source) and the content of the information together (Parise, 2009). For example, LinkedIn, a
business social networking site, is primarily an online network of professional members who
publish profiles which lists such metadata as their industry expertise and experience, employers,
educational institutions and backgrounds, and professional associations. The information
provided in a member profile serves as a common denominator or query parameter to retrieve
resources matching users, documents, and concepts (Neumann et al., 2005). “Knowledge loses
its meaning when it is detached from its context (Parise. 2009).”
The second key function Parise describes as significant to improving knowledge
management technologies is social navigation. “Social navigation is the process of finding
relevant knowledge sources (people and content) on the social media network (Parise, 2009).”
This process or function is based on human behavior that the actions of one person will influence
the actions of another. He describes the scenario of a user on a site may “follow” a colleague,
Jim, because he or she shares the same interests, expertise, and or work in the same industry. By
virtue of such connections, the user will be influenced by the information Jim publishes (Parise,
2009).
The emergence of social media sites, blogs, and wikis has created a paradigm shift in the
speed, accuracy, and validity of knowledge sharing among colleagues of like industries and
interests. In the scenario Parise describes, ten years ago, the colleague following “Jim” would
have had to collect a business card from someone who knew Jim or Jim himself. Or, he or she
would have to rely on connections to be introduced to Jim to find out what media he has
published, how he can be reached, and where he would be speaking next. “In a social network,
people tag themselves to their interests and can be located by using the tags” (Mulholoan, 2010).
The benefits of leveraging web-based social media resources are clear and apparent to
companies whose goal is to have a robust and accurate knowledge management system.
However, allowing employees to access and share in such an “open” venue poses information
security risks that are not a factor in most traditional knowledge management systems. The
integrity of data presented on a social or professional networking site is inherent. The fact is,
most sites have no restrictions on membership and registration is not subject to approval or
moderation (Neumann et al., 2005). It presents a security challenge to companies when their
employees can publish information about other employees and the company to a public domain.
Organizations express major concern when it comes to implementing social media into
their knowledge management strategies. They fear fraud, loss of control, wasting time, corporate
governance, and the confidentiality (“Knowledge Management,” 2008). According to The
Bureau of National Affairs (2010), sharing data and sensitive company information via Twitter,
Facebook, and LinkedIn pose great threats to protecting proprietary data. Is the threat however,
linked to the fact of companies allowing their employees to use social networking sites as a
communication vehicle?
Though web-based social media has become one of the most prominently used business
tools, many companies do not have policies in place to govern its employees on the use of such
tools. The Bureau of National Affairs (2010) reported that The Institute of Management and
Administration (IOMA) conducted a survey of 300 security executives. Only 47.6 percent,
approximately half, said their company policies on computer use addressed social media. In the
same report, Former FTC regional director, Anthony E. DiResta, advises companies to “adopt
social media policies clearly articulating the type of disclosure employees must include when
they speak or blog about their employers’ media.”
The rapid growth of social technology is a testament to the user adoption of this vehicle
of communication. Salvatore Parise et al. present a strong case for the advantage of incorporating
social media into knowledge management systems. This research validates two essential points;
the importance of knowledge sharing to an organization and the growing popularity of web-
based social networking as a means to share knowledge. The other factor, which is evident but
unproven to be a deterrent, is the threat to data integrity or information security. In order to
conclude whether the benefits of using social media to enhance knowledge management systems
outweigh information security risks, one would have to determine whether the same level of
risks exist even without incorporating online social media. For example, such concerns as loss of
control of information flows, disgruntled employees publishing disparaging remarks about the
organization, or the mistaken communication of internal company memorandums (Burrus, 2010)
are all incidents that can and do occur without social media networks facilitating the
compromise. Information security risks should not impede the advancement of KM systems.
Instead, organizations should implement information security policies that are fluid with how
information is shared.
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