Knowledge construction by users

Abstract

PurposeThe purpose of this paper is to develop a content analysis framework and from that derive a process model of knowledge construction in the context of virtual product user communities, organization sponsored online forums where product users collaboratively construct knowledge to solve their technical problems.Design/methodology/approachThe study is based on a deductive and qualitative content analysis of discussion threads about solving technical problems selected from a series of virtual product user communities. Data are complemented with thematic analysis of interviews with forum members.FindingsThe research develops a content analysis framework for knowledge construction. It is based on a combination of existing codes derived from frameworks developed for computer-supported collaborative learning and new categories identified from the data. Analysis using this framework allows the authors to propose a knowledge construction process model showing how these elements are organized around a typical “trial and error” knowledge construction strategy.Practical implicationsThe research makes suggestions about organizations’ management of knowledge activities in virtual product user communities, including moderators’ roles in facilitation.Originality/valueThe paper outlines a new framework for analysing knowledge activities where there is a low level of critical thinking and a model of knowledge construction by trial and error. The new framework and model can be applied in other similar contexts.