Knowledge management in chat tools in the organizational context: Practices for knowledge retrieval

Detalhes bibliográficos
Autor(a) principal: Pereira, Kássia Rayane
Data de Publicação: 2021
Outros Autores: Tenório Junior, Nelson Nunes, Menegassi, Cláudia Herrero Martins
Tipo de documento: Artigo
Idioma: por
Título da fonte: Brazilian Journal of Information Science
Texto Completo: https://revistas.marilia.unesp.br/index.php/bjis/article/view/11840
Resumo: In a dynamic context, organizations are looking for ways to gain competitive advantages. In this sense, the wide use of technological tools, such as chat, to offer products and services, communication, knowledge sharing, among others, stands out. However, if there is no adequate storage of knowledge created in these tools, the loss of organizational knowledge may occur, making it impossible to recover and use knowledge, as well as the creation of Organizational Memory (OM). In this way, knowledge management (KM) becomes a fundamental discipline to treat knowledge and make it available in a useful way for the organization. Thus, the objective of this research is to systematize practices for the retrieval of knowledge in chat tools in the organizational context. To this end, exploratory research was carried out, with a quantitative-qualitative approach, with the technical procedures of text mining and ethnography in digital media. With the results, it was possible to present five KM practices for knowledge retrieval: Advanced Search Tool, Content Management, Skills Bank, Knowledge Bases, and Virtual Collaborative Environments. From such practices, it is concluded that it is possible to recover knowledge in chat tools, avoiding the loss of organizational knowledge and enabling the creation of the group's MO.
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spelling Knowledge management in chat tools in the organizational context: Practices for knowledge retrievalGestão do conhecimento em ferramentas de chat no contexto organizacional: práticas para a recuperação do conhecimentoWhatsAppCompetitive advantageOrganizational MemoryOrganizational LearningWhatsAppVantagem CompetitivaMemória OrganizacionalAprendizagem OrganizacionalIn a dynamic context, organizations are looking for ways to gain competitive advantages. In this sense, the wide use of technological tools, such as chat, to offer products and services, communication, knowledge sharing, among others, stands out. However, if there is no adequate storage of knowledge created in these tools, the loss of organizational knowledge may occur, making it impossible to recover and use knowledge, as well as the creation of Organizational Memory (OM). In this way, knowledge management (KM) becomes a fundamental discipline to treat knowledge and make it available in a useful way for the organization. Thus, the objective of this research is to systematize practices for the retrieval of knowledge in chat tools in the organizational context. To this end, exploratory research was carried out, with a quantitative-qualitative approach, with the technical procedures of text mining and ethnography in digital media. With the results, it was possible to present five KM practices for knowledge retrieval: Advanced Search Tool, Content Management, Skills Bank, Knowledge Bases, and Virtual Collaborative Environments. From such practices, it is concluded that it is possible to recover knowledge in chat tools, avoiding the loss of organizational knowledge and enabling the creation of the group's MO.Em um contexto dinâmico, as organizações buscam formas de obter vantagens competitivas. Nesse sentido, destaca-se a ampla utilização de ferramentas tecnológicas, como as de chat, para oferta de produtos e serviços, comunicação, compartilhamento do conhecimento, entre outros. Entretanto, se não houver o armazenamento adequado do conhecimento criado nessas ferramentas, pode ocorrer a perda do conhecimento organizacional, impossibilitando a recuperação e o uso do conhecimento, bem como, a criação de Memória Organizacional (MO). Desta forma, a gestão do conhecimento (GC) torna-se uma disciplina fundamental para tratar o conhecimento e disponibilizá-lo de maneira útil para a organização. Assim, o objetivo desta pesquisa é sistematizar práticas para a recuperação do conhecimento em ferramentas de chat no contexto organizacional. Para tanto, efetuou-se uma pesquisa exploratória, de abordagem quantitativa-qualitativa, com os procedimentos técnicos mineração de texto e etnografia em meio digital. Com os resultados, foi possível apresentar cinco práticas da GC para recuperação do conhecimento: Ferramenta de Busca Avançada, Gestão de Conteúdo, Banco de Competências, Bases de Conhecimento e Ambientes Colaborativos Virtuais. A partir de tais práticas, conclui-se que é possível recuperar o conhecimento em ferramentas de chat, evitando a perda do conhecimento organizacional e possibilitando a criação de MO do grupo.Faculdade de Filosofia e Ciências2021-10-28info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://revistas.marilia.unesp.br/index.php/bjis/article/view/1184010.36311/1981-1640.2021.v15.e02120Brazilian Journal of Information Science: Research Trends; Vol. 15 (2021): continuous publication ; e02120Brazilian Journal of Information Science: Research Trends; Vol. 15 (2021): Publicación continua; e02120Brazilian Journal of Information Science: research trends; v. 15 (2021): Publicação contínua; e021201981-1640reponame:Brazilian Journal of Information Scienceinstname:Universidade Estadual Paulista Júlio de Mesquita Filho (UNESP)instacron:UNESPporhttps://revistas.marilia.unesp.br/index.php/bjis/article/view/11840/8186Copyright (c) 2021 Kássia Rayane Pereira, Nelson Nunes Tenório Junior, Cláudia Herrero Martins Menegassihttps://creativecommons.org/licenses/by-sa/4.0info:eu-repo/semantics/openAccessPereira, Kássia RayaneTenório Junior, Nelson NunesMenegassi, Cláudia Herrero Martins2021-10-28T23:53:23Zoai:ojs.revistas.marilia.unesp.br:article/11840Revistahttps://revistas.marilia.unesp.br/index.php/bjis/indexPUBhttps://revistas.marilia.unesp.br/index.php/bjis/oaibrajis.marilia@unesp.br||1981-16401981-1640opendoar:2021-10-28T23:53:23Brazilian Journal of Information Science - Universidade Estadual Paulista Júlio de Mesquita Filho (UNESP)false
dc.title.none.fl_str_mv Knowledge management in chat tools in the organizational context: Practices for knowledge retrieval
Gestão do conhecimento em ferramentas de chat no contexto organizacional: práticas para a recuperação do conhecimento
title Knowledge management in chat tools in the organizational context: Practices for knowledge retrieval
spellingShingle Knowledge management in chat tools in the organizational context: Practices for knowledge retrieval
Pereira, Kássia Rayane
WhatsApp
Competitive advantage
Organizational Memory
Organizational Learning
WhatsApp
Vantagem Competitiva
Memória Organizacional
Aprendizagem Organizacional
title_short Knowledge management in chat tools in the organizational context: Practices for knowledge retrieval
title_full Knowledge management in chat tools in the organizational context: Practices for knowledge retrieval
title_fullStr Knowledge management in chat tools in the organizational context: Practices for knowledge retrieval
title_full_unstemmed Knowledge management in chat tools in the organizational context: Practices for knowledge retrieval
title_sort Knowledge management in chat tools in the organizational context: Practices for knowledge retrieval
author Pereira, Kássia Rayane
author_facet Pereira, Kássia Rayane
Tenório Junior, Nelson Nunes
Menegassi, Cláudia Herrero Martins
author_role author
author2 Tenório Junior, Nelson Nunes
Menegassi, Cláudia Herrero Martins
author2_role author
author
dc.contributor.author.fl_str_mv Pereira, Kássia Rayane
Tenório Junior, Nelson Nunes
Menegassi, Cláudia Herrero Martins
dc.subject.por.fl_str_mv WhatsApp
Competitive advantage
Organizational Memory
Organizational Learning
WhatsApp
Vantagem Competitiva
Memória Organizacional
Aprendizagem Organizacional
topic WhatsApp
Competitive advantage
Organizational Memory
Organizational Learning
WhatsApp
Vantagem Competitiva
Memória Organizacional
Aprendizagem Organizacional
description In a dynamic context, organizations are looking for ways to gain competitive advantages. In this sense, the wide use of technological tools, such as chat, to offer products and services, communication, knowledge sharing, among others, stands out. However, if there is no adequate storage of knowledge created in these tools, the loss of organizational knowledge may occur, making it impossible to recover and use knowledge, as well as the creation of Organizational Memory (OM). In this way, knowledge management (KM) becomes a fundamental discipline to treat knowledge and make it available in a useful way for the organization. Thus, the objective of this research is to systematize practices for the retrieval of knowledge in chat tools in the organizational context. To this end, exploratory research was carried out, with a quantitative-qualitative approach, with the technical procedures of text mining and ethnography in digital media. With the results, it was possible to present five KM practices for knowledge retrieval: Advanced Search Tool, Content Management, Skills Bank, Knowledge Bases, and Virtual Collaborative Environments. From such practices, it is concluded that it is possible to recover knowledge in chat tools, avoiding the loss of organizational knowledge and enabling the creation of the group's MO.
publishDate 2021
dc.date.none.fl_str_mv 2021-10-28
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://revistas.marilia.unesp.br/index.php/bjis/article/view/11840
10.36311/1981-1640.2021.v15.e02120
url https://revistas.marilia.unesp.br/index.php/bjis/article/view/11840
identifier_str_mv 10.36311/1981-1640.2021.v15.e02120
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://revistas.marilia.unesp.br/index.php/bjis/article/view/11840/8186
dc.rights.driver.fl_str_mv https://creativecommons.org/licenses/by-sa/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv https://creativecommons.org/licenses/by-sa/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Faculdade de Filosofia e Ciências
publisher.none.fl_str_mv Faculdade de Filosofia e Ciências
dc.source.none.fl_str_mv Brazilian Journal of Information Science: Research Trends; Vol. 15 (2021): continuous publication ; e02120
Brazilian Journal of Information Science: Research Trends; Vol. 15 (2021): Publicación continua; e02120
Brazilian Journal of Information Science: research trends; v. 15 (2021): Publicação contínua; e02120
1981-1640
reponame:Brazilian Journal of Information Science
instname:Universidade Estadual Paulista Júlio de Mesquita Filho (UNESP)
instacron:UNESP
instname_str Universidade Estadual Paulista Júlio de Mesquita Filho (UNESP)
instacron_str UNESP
institution UNESP
reponame_str Brazilian Journal of Information Science
collection Brazilian Journal of Information Science
repository.name.fl_str_mv Brazilian Journal of Information Science - Universidade Estadual Paulista Júlio de Mesquita Filho (UNESP)
repository.mail.fl_str_mv brajis.marilia@unesp.br||
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