The rhetoric of “knowledge hoarding”: a research-based critique

Purpose This paper responds to a recent trend towards reifying “knowledge hoarding” for purposes of quantitative/deductive research, via a study of information technology (IT) service professionals. A “rhetorical theory” lens is applied to reconsider “knowledge hoarding” as a value-laden rhetoric th...

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Bibliographic Details
Published in:Journal of knowledge management 2017-10, Vol.21 (6), p.1540-1558
Main Authors: Trusson, Clive, Hislop, Donald, Doherty, Neil F
Format: Article
Language:English
Subjects:
Audiences
Best practice
Hoarding disorder
Information technology
Knowledge management
Knowledge sharing
Qualitative research
Rhetoric
Studies
Workers
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Summary:Purpose This paper responds to a recent trend towards reifying “knowledge hoarding” for purposes of quantitative/deductive research, via a study of information technology (IT) service professionals. A “rhetorical theory” lens is applied to reconsider “knowledge hoarding” as a value-laden rhetoric that directs managers towards addressing assumed worker dysfunctionality. Design/methodology/approach A qualitative study of practicing IT service professionals (assumed within IT service management “best practice” to be inclined to hoard knowledge) was conducted over a 34-day period. Twenty workers were closely observed processing IT service incidents, and 26 workers were interviewed about knowledge-sharing practices. Findings The study found that IT service practice is characterized more by pro-social collegiality in sharing knowledge/know-how than by self-interested strategic knowledge concealment. Research limitations/implications The study concerns a single occupational context. The study indicates that deductive research that reifies “knowledge hoarding” as a naturally occurring phenomenon is flawed, with clear implications for future research. Practical implications The study suggests that management concern for productivity might be redirected away from addressing assumed knowledge-hoarding behaviour and towards encouraging knowledge sharing via social interaction in the workplace. Originality/value Previous studies have not directly examined the concept of knowledge hoarding using qualitative methods, nor have they considered it as a rhetorical device.
ISSN:1367-3270
1758-7484
DOI:10.1108/JKM-04-2017-0146