Uses of information sources in an internet-era firm: online and offline

Most research on the role of information and communication technologies (ICT) in the workplace has focused on companies that adopted ICT after many years of working without it. However, companies that have been "always connected" may offer different lessons. In this study, we look at how workers at an Internet-era company obtain information they need to do their jobs. We look at both human and documentary sources of information; whether those sources are accessed online or offline; and the impact of type of information source and access on individual performance. Results parallel past research with two significant differences: 1) workers accessed human sources via online channels more frequently than via offline channels, and 2) higher individual performance was associated with online access to human sources rather than offline access to human sources. The findings have implications for theories of knowledge management and uses and effects of technology in organizations.

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