Knowledge management in virtual organizations: A study of a best practices knowledge transfer model.

Knowledge management is a major concern for organizations today, and in spite of investments in technology, knowledge transfer remains problematic. This study sought to determine whether a relationship exists among participant group demographics (experience), implementation of an integrated knowledge transfer system (best practices model), knowledge transfer barriers, and knowledge transfer project (Web-based training) outcome in a virtual organization. The participant organization was a network of individuals and groups who practice patient advocacy in the research and treatment of cancer. These advocates volunteer in various capacities and are not collocated nor do they report to any single organizational entity. Volunteer participants were randomly assigned to a treatment or control condition. The treatment participants received a training supplement based upon a best practices knowledge transfer model. All participants reviewed a Web-based communications training module scheduled for deployment by the participant organization. Upon completion of the training program, participants were instructed to practice specific techniques from the program. At the end of this period, participants completed an online survey that measured demographics, perceived barriers to the knowledge transfer, and project outcome. Knowledge transfer barriers were defined as knowledge, source, recipient, and organizational context characteristics that inhibit the expected transfer. Project outcome was a composite score of items measuring completion time, budget, and satisfaction of the user. Multiple regression identified two significant predictor variables, source (the training program and implementation) and experience (amount of time spent in advocacy practice). Additional analyses found knowledge (causal ambiguity and unproven knowledge) and the experimental treatment condition to show a strong relationship with the explained variance of the dependent variable, knowledge transfer project outcome. Results suggest that an online training implementation is a valid tool for certain specific transfer design characteristics. Experience was a negative predictor of outcome, suggesting that participant-specific level of training material may produce improved outcome. Furthermore, knowledge in the form of evidence that the material is useful as well as explanation of the cause and effect linkage is a factor in a more successful transfer. Finally, the application of a knowledge transfer system designed around organization-specific variables shows promise as a factor in enhanced knowledge transfer in Web-based training in virtual organizations. Further research is suggested to provide additional insight into the predictive value of these variables