Cognitive overload in organizational knowledge management: Case study research

The advancements in social media are producing important effects on the way organizations manage knowledge internally, because they facilitate active participation of all employees and free knowledge sharing. This can improve the capability of companies to effectively manage tacit knowledge, which has always been considered a crucial issue in the knowledge management (KM) literature. However, the impacts of social media on KM activities have only been partially analyzed. In particular, although the benefits and advantages of social media have often been emphasized, less attention has been devoted to their limitations and problems. The paper contributes to filling this gap by examining an unintended consequence of the use of social media, namely, the "cognitive overload" effect. The experience of a big consulting company that uses social media to support knowledge creation and transfer within its global communities of professionals has been analyzed. The findings of the study provide inspiration for future research and lessons for companies seeking to use social media to support innovative approaches to KM.