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Knowledge development and creation in email

Lichtenstein, Sharman 2004, Knowledge development and creation in email, in Proceedings of the 37th Annual Hawaii International Conference on System Sciences, IEEE Computer Society, Los Alamitos, Calif., pp. 1-10.

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Title Knowledge development and creation in email
Alternative title HICSS-37
Author(s) Lichtenstein, Sharman
Conference name Hawaii International Conference on System Sciences (37th : 2004 : Big Island, Hawaii)
Conference location Big Island, Hawaii
Conference dates 5-8 January 2004
Title of proceedings Proceedings of the 37th Annual Hawaii International Conference on System Sciences
Editor(s) Sprague Jr. Ralph H.
Publication date 2004
Start page 1
End page 10
Publisher IEEE Computer Society
Place of publication Los Alamitos, Calif.
Keyword(s) electronic mail
knowledge management
Summary Newly created knowledge is increasingly viewed as a highly valuable source of competitive advantage for business. Email is explored in its recently recognized role as a place of organizational knowledge development and creation, employing discourse analysis of email conversations as the research approach. This paper describes a knowledge development lifecycle derived from the empirical study, and provides insight into the nature of knowledge development and creation in organizations. We found that in selected email conversations, employees naturally and intuitively build purpose driven new knowledge incrementally and iteratively, crystallizing knowledge under construction by submitting it repeatedly to a range of key stakeholders for comment, until a 'consensus' is reached regarding the outcome. Our findings identify the process of knowledge qualification in organizational knowledge creation, and suggest that organizational knowledge may be politically constructed. The research results have the potential to assist organizations in understanding and facilitating processes and conditions for knowledge creation and development. The study also highlights the potential for email as a key component in a company's formal KM strategy.
Notes This material is presented to ensure timely dissemination of scholarly and technical work. Copyright and all rights therein are retained by authors or by other copyright holders. All persons copying this information are expected to adhere to the terms and constraints invoked by each author's copyright. In most cases, these works may not be reposted without the explicit permission of the copyright holder.
ISBN 9780769520568
0769520561
Language eng
Field of Research 080609 Information Systems Management
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2004, IEEE
Persistent URL http://hdl.handle.net/10536/DRO/DU:30005443

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