Understanding knowledge transfer dynamics in information system support: an exploratory study of procurement system support

Post-adoptive use of information technology is challenged by various knowledge barriers. Substantial insights can be obtained by examining the knowledge transfer activities between information system (IS) professionals and end-users. Drawing upon studies on knowledge transfer and on IS post-adoptive use, we conducted an exploratory study of knowledge transfer dynamics in procurement system support. Our analysis of 591 support tasks revealed a complex array of knowledge, categorized by two domains (technology vs. business) and three dimensions (process, data, and workflow). Moreover, IS support personnel were found to engage in two knowledge transfer activities (informational and diagnosing) and act three roles (technical expert, business analyst, and boundary spanner). By focusing on the interplays between knowledge characteristics and knowledge transfer activities, our study developed a contingency view on managing knowledge in IS post-adoptive support. Findings of this study offer organizations useful guidelines for adapting IS support services to enhance technology use.