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1 Devising intranet incentives: rewards and conditions for knowledge exchange Hazel Hall Senior Lecturer School of Computing Napier University, Edinburgh [email protected]
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Devising intranet incentives: rewards and conditions for knowledge exchange
Hazel Hall
Senior Lecturer
School of Computing
Napier University, Edinburgh
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Devising intranet incentives: rewards and conditions for knowledge exchange
Using an intranet for the purposes of knowledge sharing is a “good thing”
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Devising intranet incentives: rewards and conditions for knowledge exchange
.
Using an intranet for the purposes of knowledge sharing is a “good thing” BUT...
I’m too busy to learn how
to submit content
(Why should I willingly give up my intellectual
property?)
(My knowledge is my power.)
I share my knowledge
in other ways.
I don’t have anything of
value to submit.
The material’s confidential.
This work is commercially
sensitive.
I’m too busy to create content.
My time is better spent generating
revenue.
4
Devising intranet incentives: rewards and conditions for knowledge exchange
Using an intranet for the purposes of knowledge sharing is a “good thing” BUT...
(What’s in it for me?)
5
Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Rewards Conditions
Critical massSoft
Hard
Communities
Status
Responsibilities
Infrastructure
Articulation
Usability
Boundary objects
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Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Rewards
Soft
Hard
Financial rewards
Career advancement/security as reward
Access to information and knowledge as reward
7
Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Rewards
Soft
Hard
Financial rewards
Career advancement/security as reward
Access to information and knowledge as reward
Increased payBonuses Stock options
LearningInnovation
PromotionFuture work
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Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Rewards
Soft
Hard
Financial rewards
Career advancement/security as reward
Access to information and knowledge as reward
9
Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Rewards
Soft
Hard
Personal satisfaction as reward
Enhanced reputation as reward
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Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Rewards
Soft
Hard
Personal satisfaction as reward
Enhanced reputation as reward GratitudeFlatteryRecognitionCross-hierarchy alliancesPositive results of altruism
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Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Rewards
Soft
Hard
Personal satisfaction as reward
Enhanced reputation as reward
12
Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Rewards
Soft
Hard
Attitude of “W
hat’s in it for me?”
encourages temporary compliance
over-promotes self-interest
ruptures relationships
discourages risk taking
13
Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Conditions
Communities
Status
Responsibilities Time allocated
Senior management buy-in
Mentoring & assisting
Leadership by example
Training & debriefings
“Copying” permitted
Acquire knowledge Disseminate knowledge
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Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Conditions
Communities
Status
ResponsibilitiesAcquire knowledge Disseminate knowledge
15
Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Conditions
Communities
Status
Responsibilities Time allocated
Senior management buy-in
Mentoring & assisting
Leadership by example
Training & debriefings
“Copying” permitted
Acquire knowledge Disseminate knowledge
Culture change imperative
16
Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Conditions
Communities
Status
Responsibilities
Relegate
All are contributors, experimentation is encouraged
Mask status
Remove management levels
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Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Conditions
Communities
Status
Responsibilities
Relegate
Academic research on online interactions
Doctors v nurses
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Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Conditions
Communities
Status
Responsibilities
Relegate
All are contributors, experimentation is encouraged
Mask status
Remove management levels
Works against soft reward of
enhanced reputation
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Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Conditions
Communities
Status
Responsibilities
Provide for
Social interaction clique & high risk exchange
Shared commitment, obligation & co-dependence vitality & trust
Identity common purpose
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Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Conditions
Communities
Status
Responsibilities
Provide for
Social events
Common languageframework
Space
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Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Conditions
Communities
Status
Responsibilities
Provide for
Social interaction clique & high risk exchange
Shared commitment, obligation & co-dependence vitality & trust
Identity common purpose
Inhibited disseminationStro
ng versus weak ties
Can’t be “created”
Limits on membership
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Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Critical mass
Infrastructure
Articulation
Usability
Boundary objects
Usefulness of use is obvious
Ease of use
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Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Critical mass
Infrastructure
Articulation
Usability
Boundary objects
Usefulness of use is obvious
Ease of use
24
Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Critical mass
Infrastructure
Articulation
Usability
Boundary objects
Integration of tools with communities
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Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Critical mass
Infrastructure
Articulation
Usability
Boundary objects
Integration of tools with communities
26
Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Critical mass
Infrastructure
Articulation
Usability
Boundary objects
Usefulness of use is obvious
Integration of tools with communities
Ease of use
27
Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Critical mass
Infrastructure
Articulation
Usability
Boundary objectsspaces and people
classification schemes
repositories
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Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Critical mass
Infrastructure
Articulation
Usability
Boundary objectsspaces and people
classification schemes
repositories
Ease of knowledge sharingEqual statusCommunity ownershipExploitation of weak tiesTransfer from oldies to newbies
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Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Critical mass
Infrastructure
Articulation
Usability
Boundary objectsspaces and people
classification schemes
repositories
Ease of knowledge sharingEqual statusCommunity ownershipExploitation of weak tiesTransfer from oldies to newbies
Buy-in and investment is crucial
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Devising intranet incentives: rewards and conditions for knowledge exchange
Incentives for knowledge sharing
Rewards Conditions Infrastructure
To jump start knowledge sharing
For long-term compliance To help new members of staff
For distributed staff
For cross-team working
For wide dissemination
For “community” benefits
To encourage experimentation
To match “expectations” of personality types
To promote moral obligation
to knowledge as a public good
Move from knowledge as a private good
with appropriate support
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Devising intranet incentives: rewards and conditions for knowledge exchange
Photograph courtesy of Philip Greenspun
http://philip.greenspun.com
Universallyapplicable
model?
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Devising intranet incentives: rewards and conditions for knowledge exchange
Related workDavenport, E. & Hall, H. (2001). New knowledge and micro-level online
organization: 'communities of practice' as a development framework. In R. Sprague (Ed.), Proceedings of the 34th Annual Hawaii International Conference on System Sciences (CD ROM). Los Alamitos: IEEE.
Davenport E. & Hall, H. (2002 in press). Organizational knowledge and communities of practice. In B. Cronin & D, Shaw (Eds.). Annual Review of Information Science and Technology. Medford NJ: Information Today.
Hall, H. (2001). Input-friendliness: motivating knowledge sharing across intranets. Journal of Information Science 27(2), 139-146. [In Online 2001 conference proceedings]
Hall, H. (2001). Social exchange for knowledge exchange. Paper presented at the International Conference on Managing Knowledge, University of Leicester, April 10-11 2001.
