Supporting communities of practice by enterprise social platforms: The case of an engineering company

Abstract

Information and communication technology (ICT) is a key pillars of supporting CoPs. Virtual CoPs (i.e.: CoPs applying technology enabling asynchronous and distant communications), are growing in numbers. The increase is supported by the availability of new ICT, like for example Enterprise Social Platforms (ESP). ESPs support CoP however empirical based studies investigating ESP application in the context of intentionally developed CoPs are still scarce. This study contributes to filling this gap by exploring CoP participants' behaviour which includes use of an ESP. In particular, we investigate the case of a global engineering company specialized in pharmacy, that has an explicit strategy of developing global CoPs to improve internal knowledge exchange and collaboration processes. At present, 20 active communities involve about 1400 employees. The ESP 'Connect' supports the CoPs. The case company is explored through an online survey comprising 22 questions that was distributed via 'Connect' between September and October 2018. 262 responses were collected (Response rate app. 19%) from employees located in 8 different countries. According to the CoP participants can be divided into two groups that have distinctly different behaviour; active and passive. The 'Active' group rely significantly more on external sources and especially on Connect than passive users. Also, the 'active' group is more satisfied with 'Connect' and participate in collaborations. The 'passive' group relies on information from nearest colleagues and rarely contribute to conversations on 'Connect'. The paper contributes with knowledge about how participants in CoPs supported by ESPs behave differently and thus might be motivated differently.