The Use of Social Media for Knowledge Management

By 24th Sep 2018 No Comments

What is KM2.0?

The concept of KM has been impacted and has evolved towards more human interactions management and interpersonal networking, in addition to traditional information and knowledge processing. Organisations are currently developing a new type of KM which is social-based and may be called KM 2.0. They become knowledge-centric organisations because they focus more on KM and social collaboration, rather than on hierarchy and control. In this new era, all employees can equally participate in creating, using, and sharing information and knowledge. Knowledge is no longer a matter of expert. Every “individual” (or knowledge worker) plays a central role in this case. Knowledge generated by employees is not only used for designing value-added products or services, but also for inventing new work modes based on people empowerment, user emergent participation and collaboration. Business models, organisational management, work modes, knowledge worker’s skills and behaviour, and so forth are intended to be transformed, reviewed, and even sometimes to be rethought(Boughzala & Dudezert, 2011).

What is the future of using Social Media for Knowledge Management?

Social media has revolutionised the way we use the Internet. People are taking to Facebook and Twitter not only to share personal stories but to promote their business’ products and services and to connect with larger audiences. Social networking sites are highly effective tools for marketing and communication, and they’re also extremely easy to use. As a result, the “social” element can be integrated with a variety of application types, including knowledge management software. When social media elements are blended with knowledge base software, the workday becomes easier. Staff can communicate more intuitively and engage more effectively, since social elements are “second nature.”(Eisenhauer, 2015).

Eisenhauer (2015) mentions that Social media supports knowledge management in the following ways:

  • In virtual communities, knowledge intervention by a subject matter expert can ensure knowledge creation and knowledge dissemination on a continuous basis.
  • Employees’ intentions to use social media to enhance internal knowledge exchange are affected by the interplay between the importance and deficits concerning knowledge exchange, the perceived usefulness of social media for knowledge exchange, and the experience with social media use on the success of such an activity.
  • The new types of behaviour (e.g. authoring, experimentation) that are possible thanks to new IT-based communication and are enabled by social media can support knowledge creation in organisations.
  • Certain social media tools support the management of different types of knowledge (individual and collective knowledge), and there is the possibility of integrating a social collaborative dimension in these activities.
  • Social media has potential for facilitating tacit knowledge sharing, which is considered essential in new business models.
  • Starbucks uses social media for customer knowledge management.

I have recently been exposed to Workspace by Facebook which is social platform made for the workplace where we can share content and useful information that colleagues can make use of. The platform also allows us to collaborate and keep up to date with the progress of projects.



(PDF) Knowledge Management 2.0: Organizational Models and Enterprise Strategies. Retrieved from:

Boughzala, I., & Dudezert, A. (2011). Knowledge Management 2.0: Organizational Models and Enterprise Strategies.

Eisenhauer, T. (2015). 15 Hot Knowledge Management Trends for 2019.  Retrieved from


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