Organisational Learning and Problem Solving Through Cross-firm Networking of Professionals

This paper provides empirical evidence to explain the underlying mechanics involved in cross-firm informal knowledge collaboration among socially connected individuals. Data is collected through a questionnaire survey to investigate how knowledge workers develop and sustain informal knowledge collaboration outside of their work organisations; and how such knowledge collaboration affect problem solving and organisational task performance. Results indicate that norms of reciprocity, interpersonal trust, and informal information exchanges develop network transactive memory systems (TMS) among socially connected individuals. TMS is defined as: awareness about the locus of expertise, belief in others' competence; and ability to coordinate diverse expertise. Network TMS provide larger pool of expertise to help knowledge workers resolve complex work problems and improve task performance.