Making sense of Enterprise 2.0

Abstract

PurposeThe purpose of this paper is to demonstrate how the capabilities of Enterprise 2.0 tools align to the tasks knowledge workers perform. The objective is to provide knowledge workers and information architects with a framework that enables the development of a suite of Enterprise 2.0 tools in support of knowledge management across the full knowledge lifecycle.Design/methodology/approachThe capabilities of Enterprise 2.0 tools were mapped against the requirements associated with each of the four main domains (chaotic, complex, knowable and known) of the Cynefin framework.FindingsThe Cynefin model provides a useful framework for illustrating how the various tools within an Enterprise 2.0 suite support the different activities/tasks knowledge workers perform. Aligning Enterprise 2.0 tools based on the domain requirements of the Cynefin model allows the classification of these capabilities based on a task‐based framework rather than the traditional feature/function‐based ones.Practical implicationsApplication of this framework will help knowledge workers and information architects understand the relationship between technical capabilities and business tasks. This understanding will help both in tool selection with respect to business problem (architects) and also provide clarity of purpose in support of change management/adoption (knowledge workers).Originality/valueMuch of the literature around understanding Enterprise 2.0 tools has focused on a classical feature/function classification. The analysis presented here provides a classification based on the Cynefin model of knowledge creation. This classification model provides a valuable tool to those interested in developing environments that enable collaboration and knowledge generation/capture using these capabilities.