運用協同科技進行群體溝通與知識分享之研究

A Study of the Group Communication and Knowledge Sharing Using Collaboration Technology

楊賀婷(Ho-Ting Yang)

指導教授 ： 皮世明

中原大學/商學院/資訊管理研究所/碩士(2002年)

https://doi.org/10.6840/cycu200200442

摘要

論文提要

媒體豐富理論自八○年代中期發展以來，即成為影響溝通媒體選擇與使用的決定性理論，但仍未有充分的証據支持其論點。此外，從九○年代起，許多研究者開始關注協同科技對知識分享的影響，卻亦無法獲得明確的研究結果。由於過去相關研究的不足，再加上現行實務界為達成組織內的有效溝通與知識分享，迫切冀求協同科技的支援。因此，本研究主要針對非同步線上群體溝通，探討協同科技的使用，對於知識分享程度以及群體溝通結果的影響，並深入了解其間的中介變項，以及群體成員為克服媒體限制而可能引發的調適行為。

本研究採用個案研究方法，以補償調適模型為主，著眼在調適過程的觀察。研究模型說明了，群體成員使用協同科技進行溝通的過程中，雖易造成討論模糊性的溝通困境，但個體會透過行為的調適與改變，克服媒體本身所產生的溝通障礙，而這些調適行為將伴隨著個體貢獻品質與個體學習效果的增加，其中這一連串的調適過程，最後則使得群體溝通結果與知識分享程度獲得有效的提升。

研究結果顯示：(1).在調適過程中，協同科技的使用會造成「討論模糊性」呈現先增後減的現象；(2).在調適過程中，協同科技的使用會逐漸提昇「個體貢獻品質」；(3).在調適過程中，協同科技的使用會逐漸提昇「個體學習效果」；(4).在調適過程後，協同科技的使用會提升群體成員間的「知識分享程度」；(5).在調適過程後，協同科技的使用會提升「群體溝通結果」。

另一方面，在探索部份的發現有三：第一，討論模糊性、個體貢獻品質與個體學習效果，對知識分享程度與群體溝通滿意度具有顯著的影響。亦表示當討論模糊性愈低，個體貢獻品質與個體學習效果愈高，則知識分享程度與群體溝通滿意度愈高。第二，群體特性的不同，在溝通過程中可能造成不同的結果。其中，「回應文章」的比例愈高，則「提供意見型」文章的比例愈高，亦即知識分享程度愈高。第三，在非同步線上群體溝通的過程中，較難以進行任務內容的整合，可以考慮與面對面溝通方式相互配合。

關鍵字

非同步線上群體 ； 協同科技 ； 知識分享 ； 群體溝通 ； 補償調適模型

並列摘要

Abstract

Media richness theory has been an influential deterministic theory of communication media adoption and use since its development in the mid-1980s. However, there has not sufficient evidence. Moreover, since the 1990s, the impact of collaboration technologies on knowledge sharing has been the focus of many researchers. But most of these studies have led to either inconclusive or negative findings. Because of the mounting relative researches in the past, and enterprises urgently eager for collaboration technologies support to promote the knowledge sharing and communication effectiveness. Therefore, This study is ready to discuss the impact of collaboration technologies on knowledge sharing degree and group communication outcome. Here, we further explore the intervening variable and adaptive behavior of group members in using process.

According to compensatory adaptation model, this study use case study method and focus on observation of the adaptation processes. The research model shows that the process of the group member use collaboration technology to communicate may cause discussion ambiguity, but member will adapt and change their behaviors to overcome communication obstacle. These adaptive behaviors will bring the increase of the individual contribution quality and individual learning effectiveness. Finally, group communication outcome and knowledge sharing degree will increase after adaptation processes.

The results are as follows: (1). The use of the collaboration technology will first increase of the discussion ambiguity and then decrease in adaptation processes. (2). The use of the collaboration technology will gradually increase of the individual learning effectiveness in adaptation processes. (3). The use of the collaboration technology will gradually increase of the individual contribution quality in adaptation processes. (4). The use of the collaboration technology will increase of the knowledge sharing degree after adaptation processes. (5). The use of the collaboration technology will increase of the group communication outcome after adaptation processes.

Besides, on the part of the exploratory findings are as follows: first, discussion ambiguity, individual contribution quality and individual learning effectiveness remarkably effect on knowledge sharing and group communication satisfaction. It also means when the less discussion ambiguity, the more individual contribution quality and individual learning effectiveness, then knowledge sharing and group communication satisfaction are more. Second, the different group characters may cause varied outcomes in communication process. Further, the more proportion of the “response articles”, the more proportion of the “advice provided articles”. It means knowledge sharing degree is higher. Third, it has been very difficult to integrate all of the task contents in asynchronous electronic group communication process. We may consider matching up the way of the face-to-face communication.

並列關鍵字

compensatory adaptation model ； knowledge sharing ； collaboration technology ； group communication ； asynchronous electronic group

參考文獻

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