Knowledge processes and learning options in networks: Evidence from telecommunications

Abstract

This paper articulates a network approach to knowledge processes and information systems in organizations. It proposes that cross-business-unit knowledge processes and the learning role of information systems are embedded within a network of relationships that link business units. Exploratory evidence from a large telecommunications firm shows that relationships have strategic learning option value. Learning processes are often informal and emergent thus information systems should provide a flexible infrastructure enabling the evolution of learning processes. The paper identifies important feedback loops that can be leveraged by knowledge managers, who should be seen as cultivators of knowledge processes, rather than omnipotent planners and designers.