How enterprise 2,0 firms take advantage of emergent social software platforms to manage knowledge: A case study at Cisco Systems, Inc

Research output: ThesisMaster's Thesis


This research aims to provide a better understanding on how firms stimulate knowledge sharing through the utilization of collaboration tools, in particular Emergent Social Software Platforms (ESSPs). It focuses on the distinctive applications of ESSPs and on the initiatives contributing to maximize its advantages. In the first part of the research, I have itemized all types of existing collaboration tools and classify them in different categories according to their capabilities, objectives and according to their faculty for promoting knowledge sharing. In the second part, and based on an exploratory case study at Cisco Systems, I have identified the main applications of an existing enterprise social software platform named Webex Social. By combining a qualitative and quantitative approach, as well as combining data collected from survey’s results and from the analysis of the company’s documents, I am expecting to maximize the outcome of this investigation and reduce the risk of bias. Although effects cannot be universalized based on one single case study, some utilization patterns have been underlined from the data collected and potential trends in managing knowledge have been observed. The results of the research have also enabled identifying most of the constraints experienced by the users of the firm’s social software platform. Utterly, this research should provide a primary framework for firms planning to create or implement a social software platform and for firms willing to increase adoption levels and to promote the overall participation of users. It highlights the common traps that should be avoided by developers when designing a social software platform and the capabilities that it should inherently carry to support an effective knowledge management strategy.
Original languageEnglish
QualificationMaster of Science
Awarding Institution
  • NOVA Information Management School (NOVA IMS)
  • Neto, Miguel de Castro, Supervisor
Award date29 Jul 2014
Publication statusPublished - 29 Jul 2014


  • Collaboration tools
  • Enterprise 2.0
  • Emergent Social Software Platforms
  • Knowledge sharing
  • Information technologies
  • Web 2.0


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