More Than an Answer: Information Relationships for Actionable Knowledge

Rob Cross () and Lee Sproull ()
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Rob Cross: McIntire School of Commerce, University of Virginia, Monroe Hall, P.O. Box 400173, Charlottesville, Virginia 22904
Lee Sproull: Stern School of Business, New York University, 44 West 4th Street, Room 11-55, New York, New York 10012

Organization Science, 2004, vol. 15, issue 4, 446-462

Abstract: Research on information processing, managerial cognition, and social networks demonstrates that people rely on other people for information. However, this work has not specified how seeking information from others results in actionable knowledge—knowledge directed at making progress on relatively short-term projects. This research employs both qualitative and quantitative methods to investigate how personal sources of information contribute to actionable knowledge. Our qualitative study found that people cultivate different kinds of information relationships that are the source of 5 components of actionable knowledge: (1) solutions (both know-what and know-how), (2) referrals (pointers to other people or databases), (3) problem reformulation, (4) validation, and (5) legitimation. Our quantitative study revealed that, while source expertise predicted receipt of these components of actionable knowledge, so too did expertise of the seeker and features of the relationship between the seeker and source. We draw implications from these findings for the study of social capital and organizational learning.

Keywords: information; knowledge; problem solving; relationships (search for similar items in EconPapers)
Date: 2004
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Citations: View citations in EconPapers (68)

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