Do social network services successfully support knowledge transfer in organizations?

Abstract

Social Network Service (SNS) has affected large sections of society. After Web 2.0 appeared, SNS caused a revolution in information flow with explosive diffusion. Many organizations have invested millions in their current Knowledge Management Systems (KMS). However, some limitations to KMS usage exist. Retrieval of optimal information and knowledge from repository systems can be difficult. This leads to avoidance of knowledge sharing and hinders knowledge transfer. This article demonstrates how horizontal communication structure and information diffusion created by SNS can affect the knowledge transfer mechanism. Our case study targets a representative IT-service enterprise in Korea. Our analysis reveals that SNS could provide a complementary technology for knowledge transfer activation because it affects organizational structure and cultural flexibility. However, SNS cannot substitute for KMS. This article provides a theoretical and experiential foundation for future research on the relationship between SNS and knowledge management.