The Impact of Instant Messaging Tools on Knowledge Management and Team Performance

  • Carol X. J. Ou
  • Darren W. L. Leung
  • Robert M. Davison
Part of the IFIP Advances in Information and Communication Technology book series (IFIPAICT, volume 356)


Instant messaging (IM) has become increasingly popular as a form of social communication. However, the adoption of IM in the workplace remains controversial due to the challenges associated with quantifying organizational benefits. In this study, we evaluate the effects of using IM tools on facilitating knowledge transfer and knowledge generation at work, and their subsequent influence on work performance. The proposed model is validated by a survey of work professionals at a small company with the support of a social networking diagram. Implications and conclusions are discussed.


Instant messaging (IM) computer-mediated communication (CMC) knowledge transfer knowledge generation work performance 


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Copyright information

© IFIP International Federation for Information Processing 2011

Authors and Affiliations

  • Carol X. J. Ou
    • 1
  • Darren W. L. Leung
    • 2
  • Robert M. Davison
    • 3
  1. 1.Department of Information ManagementTilburg UniversityThe Netherlands
  2. 2.Department of ComputingHong Kong Polytechnic UniversityHong Kong
  3. 3.Department of Information SystemsCity University of Hong KongHong Kong

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