Publications
Publications
- 2023
- HBS Working Paper Series
Effects of Structured Sharing of Best Practices in an Unstructured Information Sharing System
By: Shelley Xin Li and Tatiana Sandino
Abstract
Unstructured information sharing systems, such as certain enterprise social networks (ESNs), can
supplement top-down knowledge transfer with a wide array of ideas through peer-to-peer
knowledge sharing. However, the unstructured nature of such systems can also lead to information
overload and difficulty in finding useful information. We examine data from a natural field
experiment where a retailer introduced structured sharing of best practices (SSBP) in an existing
ESN, a control mechanism to encourage certain high-performing units to share best practices using
a clear structure. The SSBP significantly increased the sales trends of the stores where it was
implemented. Sales improvement was greatest in stores that (a) perceived higher ESN information
overload before the intervention, (b) had lower ex-ante exposure to relevant knowledge, or (c)
were exposed to higher-quality posts during the intervention, and was lowest in stores serving
markets differing from those served by the best-practices stores. The SSBP also led to an increase
of voluntary inter-store knowledge sharing. These findings shed light on how structured
information sharing in an unstructured system can enhance the decision-facilitating role of relevant
information without discouraging unstructured peer-to-peer knowledge sharing.
Keywords
Retail; Best Practices; Enterprise Social Media; Management Accounting And Control Systems; Knowledge Sharing; Networks; Management Systems; Management Practices and Processes; Social Media; Europe
Citation
Li, Shelley Xin, and Tatiana Sandino. "Effects of Structured Sharing of Best Practices in an Unstructured Information Sharing System." Harvard Business School Working Paper, No. 21-085, February 2021. (Revised March 2023.)