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Journal cover: Journal of Knowledge Management

Journal of Knowledge Management

ISSN: 1367-3270

Online from: 1997

Subject Area: Information and Knowledge Management

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Connected brains: Question and answer systems for knowledge sharing: concepts, implementation and return on investment

Document Information:
Title:Connected brains: Question and answer systems for knowledge sharing: concepts, implementation and return on investment
Author(s):Paul Iske, (Chief Knowledge Officer at ABN AMRO Bank, Oostzanerdijk, The Netherlands), Willem Boersma, (CEO at Integral Knowledge Utilization BV, Badhuisweg, The Netherland)
Citation:Paul Iske, Willem Boersma, (2005) "Connected brains: Question and answer systems for knowledge sharing: concepts, implementation and return on investment", Journal of Knowledge Management, Vol. 9 Iss: 1, pp.126 - 145
Keywords:Culture (sociology), Knowledge management, Return on investment
Article type:General review
DOI:10.1108/13673270510583018 (Permanent URL)
Publisher:Emerald Group Publishing Limited

PurposeIn this paper the aim is to describe the role that question-driven knowledge exchange systems can play in the transfer of knowledge between people and to describe the conditions to be fulfilled for successful implementation.

Design/methodology/approachThe conclusions in this paper are based on interpretation of results of case studies. These are combined with literature research.

FindingsThe major conclusion of the work is that question and answer (Q&A) systems are more promising than traditional Yellow Pages systems. However, some challenges remain the same, especially those related to motivating people to ask (the right) questions.

Research limitations/implicationsThe authors believe that further study would be helpful to better understand the causal relationships between the success of a Q&A-driven knowledge system and the context where they are applied. More case studies and a fundamental study of the types of knowledge and organizations that could benefit from this approach would help people to make better decisions when considering the implementation of a Q&A system.

Practical implicationsThe aim of this work is to help people make better decisions when they consider the implementation of a system that connects people with a knowledge question to people with the relevant knowledge. It helps them to understand whether such a system can add value at all and, if so, how to increase the probability of success.

Originality/valueAs far as is known, there has not been a study so far, explicitly focusing on this type of system and the comparison of the application of Q&A systems to “traditional” Yellow Pages. The application of scenario-thinking to this field is also new.

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