Devising intranet incentives: rewards and conditions for knowledge exchange

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Hazel Hall's invited paper presented at the 25th International Online Meeting, London, 4-6 December 2001. The full text article on which this presentation is based is available from Knowledge Board at http://www.knowledgeboard.com/lib/3259. The material presented here draws on early work for Hazel Hall's PhD, the full details of which are available from http://hazelhall.org/publications/phd-the-knowledge-trap-an-intranet-implementation-in-a-corporate-environment/

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Devising intranet incentives: rewards and conditions for knowledge exchange

  1. 1. Devising intranet incentives: rewards and conditions for knowledge exchangeHazel HallSenior LecturerSchool of ComputingNapier University, Edinburghh.hall@napier.ac.uk 1
  2. 2. Devising intranet incentives: rewards and conditions for knowledge exchange Using an intranet for the purposes of knowledge sharing is a “good thing” 2
  3. 3. Devising intranet incentives: rewards and conditions for knowledge exchange This work is I’m too busy to . The material’s I’m too busy commercially create content. confidential. to learn how sensitive. to submit content Using an intranet for My time is (Why should Ibetter spent the purposes of willingly give up generating knowledge sharing is my intellectual revenue. a “good thing” BUT... property?) I don’t have I share my (My knowledge anything of knowledge is my power.) value to submit. in other ways. 3
  4. 4. Devising intranet incentives: rewards and conditions for knowledge exchange Using an intranet for the purposes of (What’s in it knowledge sharing is a “good thing” BUT... for me?) 4
  5. 5. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharingRewards Conditions Infrastructure UsabilityHard Responsibilities ArticulationSoft Status Critical mass Communities Boundary objects 5
  6. 6. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharingRewards Financial rewardsHardSoft Career advancement/security as reward Access to information and knowledge as reward 6
  7. 7. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing Increased pay BonusesRewards Stock options Financial rewardsHard Promotion Career advancement/security as reward Future workSoft Learning Access to information and knowledge as reward Innovation 7
  8. 8. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharingRewards Financial rewardsHardSoft Career advancement/security as reward Access to information and knowledge as reward 8
  9. 9. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharingRewardsHard Enhanced reputation as rewardSoft Personal satisfaction as reward 9
  10. 10. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharingRewardsHard Enhanced reputation as reward Gratitude FlatterySoft Recognition Personal satisfaction as reward Cross-hierarchy alliances Positive results of altruism 10
  11. 11. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharingRewardsHard Enhanced reputation as rewardSoft Personal satisfaction as reward 11
  12. 12. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharingRewards me?” nc e for mpliaHard ’s in it y co W hat porar rest e of “ s tem lf-inteSoft itud urage tes se ips Att co o h e n r om lations aking er-p s re risk t  ov ture s r up urage o  disc 12
  13. 13. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing Training & debriefings Conditions Mentoring & assistingAcquire knowledgeDisseminate knowledge Responsibilities Time allocated “Copying” permitted Status Senior management buy-in Communities Leadership by example 13
  14. 14. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing ConditionsAcquire knowledgeDisseminate knowledge Responsibilities Status Communities 14
  15. 15. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing Training & debriefings Conditions ve Mentoring & assisting rati eAcquire knowledge e imp ResponsibilitiesDisseminate knowledge h a ng Time allocated re c C ultu “Copying” permitted Status Senior management buy-in Communities Leadership by example 15
  16. 16. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing Conditions Remove management Responsibilities levelsRelegate Status Mask status Communities All are contributors, experimentation is encouraged 16
  17. 17. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing Conditions Responsibilities Academic research on online interactionsRelegate Status Doctors v nurses Communities 17
  18. 18. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing Conditions f Removeomanagement rd Responsibilities ft r ewa levels o n st s tion a gai puta rks ed reRelegate Wo a Status nc Mask status enh Communities All are contributors, experimentation is encouraged 18
  19. 19. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing Shared commitment, Conditions obligation & co- dependence  vitality & trust Responsibilities Social interaction  clique & high risk Status exchangeProvide for Communities Identity  common purpose 19
  20. 20. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing Conditions Responsibilities Social events Status Common language frameworkProvide for Communities Space 20
  21. 21. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing s k tie a Shared commitment, we obligation s co- & Conditions e rsu gv dependence  vitality on tr& trust S Responsibilities n a tio n Social interactione mi  clique & highd iss risk Status it ed h ib exchange In ” ip a ted shProvide for Communities “ cr e Identity  ber be m ’t common me Can on purpose its 21 Lim
  22. 22. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing Infrastructure Ease of use Usability Usefulness of use is obvious Articulation Critical mass Boundary objects 22
  23. 23. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing Infrastructure Ease of use Usability Usefulness of use is obvious Articulation Critical mass Boundary objects 23
  24. 24. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing Infrastructure Usability Integration of tools with communities Articulation Critical mass Boundary objects 24
  25. 25. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing Infrastructure Usability Integration of tools with communities Articulation Critical mass Boundary objects 25
  26. 26. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing Infrastructure Ease of use Usability Usefulness of use is obvious Articulation Integration of tools with communities Critical mass Boundary objects 26
  27. 27. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing Infrastructure Usability Articulation classification schemes Critical mass repositories Boundary spaces and people objects 27
  28. 28. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing Infrastructure Usability ArticulationEase of knowledge sharing classification schemesEqual status Critical massCommunity ownership repositoriesExploitation of weak ties BoundaryTransfer from oldies to newbies spaces and people objects 28
  29. 29. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing l ci a is cr u Infrastructure t en tm es d in v Usability n an y-i Bu ArticulationEase of knowledge sharing classification schemesEqual status Critical massCommunity ownership repositoriesExploitation of weak ties BoundaryTransfer from oldies to newbies spaces and people objects 29
  30. 30. Devising intranet incentives: rewards and conditions for knowledge exchange Incentives for knowledge sharing Rewards Conditions InfrastructureTo jump start knowledge For long-term compliance To help new members of staffsharing To encourage experimentation For cross-team workingTo match “expectations” For “community” benefitsof personality types For distributed staff To promote moral obligation For wide disseminationMove from knowledge to knowledge with appropriateas a private good as a public good support 30
  31. 31. Devising intranet incentives: rewards and conditions for knowledge exchangeUniversallyapplicable model? Photograph courtesy of Philip Greenspun 31 http://philip.greenspun.com
  32. 32. Devising intranet incentives: rewards and conditions for knowledge exchangeRelated 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. 32

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