An online knowledge‐centred framework for faculty support and service innovation

Abstract

PurposeThe purpose of this paper is to share the authors' experience gained while implementing a systematic knowledge‐centred support approach to providing both support and service innovation within an organization whose mission is the offering of instructional design, learning technologies integration, multimedia production, and faculty development to faculty members. As it proposes a knowledge‐centred support (KCS) framework for faculty support and service innovation, this paper aims to help other faculty support organizations to improve their current knowledge management and support practices.Design/methodology/approachThis paper shares the authors' practical experience in implementing a knowledge‐centred support approach for both faculty support and service innovation. The paper uses the authors' experience to introduce the proposed framework.FindingsThis paper develops a KCS framework for faculty support and service innovation. Practical concerns and insights are provided to help other faculty support organizations adopt and implement the framework. It is hoped that this sharing of best practices can increase discussion about using knowledge management approaches to improve service quality and innovation among other faculty support organizations.Research limitations/implicationsBecause the framework has been developed based on the authors' organizational environment, the framework may lack generalizability. However, other faculty support organizations are encouraged to revise or to adapt this framework to suit their specific organizations' cultures and goals.Practical implicationsIncreasing service quality and innovation are major concerns for many faculty support organizations. Many faculty support organizations are exploring ways to provide a better service experience to faculty. This paper shares the authors' experience in this area and has the potential to inspire other faculty support organizations to examine, rethink, and improve their current practices, using a knowledge management perspective.Originality/valueFew articles discuss how faculty support organizations can use knowledge management approaches to increase service quality and innovation. This paper identifies such a shortage in the literature and can be used as a starting point to motivate other faculty support organizations to share their knowledge management experience for improving service quality and innovation.