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Knowledge Sharing Scenario Capture: A Case Study in IT Department of Public Higher Education Institution

Dayana Faziha Alias 1, Wan Faezah Abbas 2, and Ariza Nordin 2
1. Information Technology Office, Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia
2. Faculty of Computer and Mathematical Sciences, Universiti Teknologi MARA, Shah Alam, Selangor, Malaysia

Abstract—Knowledge is increasingly being recognized as a vital organizational resource and intellectual capital in organizations. The tacit and explicit knowledge of employees is crucial to any organizations. Knowledge sharing in organizations is important as it impedes the transfer of knowledge among employees. This paper aims to capture on how people share their tacit and explicit knowledge with each other in an IT department of a public higher education institution. This research is able to capture the behavior of how people share knowledge, identify the methods or enabling scenario for knowledge sharing among employees in the IT department. Data collection was done from in-depth interview sessions called Knowledge Sharing Scenario Capture (KSCC) with five selected employees. The interview questions were constructed from previous literature and case study, and the data were grouped into five sections with an attempt to answer the “why”, “where”, “when”, “what” and “how” questions. The answers were then mapped to the research objectives. The output shows that the employees share their tacit knowledge through the medium of social media, discussions, during incident handling, training classes, on the job training, troubleshooting and problem solving. The employees of this organization prefer to share explicit knowledge such as configuration settings, technical drawings and coding templates via face to face meetings, instant messaging, development servers and emails.

Index Terms—explicit knowledge, knowledge sharing, tacit knowledge

Cite: Dayana Faziha Alias, Wan Faezah Abbas, and Ariza Nordin, "Knowledge Sharing Scenario Capture: A Case Study in IT Department of Public Higher Education Institution," Journal of Advanced Management Science, Vol. 4, No. 6, pp. 507-510, November 2016. doi: 10.18178/joams.4.6.507-510
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