Proceedings of the 2011 iConference
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Despite the potential value of leveraging organizational memory and expertise, small organizations have been unable to capitalize on its promised value. Existing solutions have largely side-stepped the unique needs of these organizations, which are relegated to systems designed to take advantage of large pools of experts or to use Internet sources that have little ability to bring high-value information that appropriately fits nuanced problems situated within the context of their organization. This dissertation research explores cross-organizational knowledge sharing as a method of filling the gap between expert-scarce but context plentiful intra-organizational memory systems and expert-plentiful but context scarce external systems.This research proposed a framework to bridge the gap between the extremes of internal memory systems and Internet-based memory systems. Presented through the introduction of a third vision of organizational memory (one which establishes virtual information partnerships comprised of small organizations that exist within the same work domain and share a similar mission and purpose), this research explored three factors that impact cross-organizational information sharing strategies on existing organizational memory models: (a) the socio-political ramifications of cross-organizational information sharing and reuse, (b) the relevance and satisfaction with information developed within a partner organization, (c) system design criteria to enable and encourage cross-organizational knowledge flow.To explore these factors, a prototype memory system was implemented in six public school districts and three public libraries. Using ethnographic research methods an understanding of cross-organizational information reuse was achieved, including benefits and barriers. Emergent concepts were situated in a framework developed to understand information flows between organizations and the relative value of information based on its source (internal, cross-organizational, or Internet).Results revealed that document repositories and discussion forums were the most useful means to share information across sites. Procedural information was as satisfactory when acquired from Internet-based repositories, but less so when acquired across organizations. It was further found that policies, opinions, and product information garnered from cross-organizational sites were highly valued.