A comparative study of knowledge construction within online user support discussion forums in Chinese and English-language cultural contexts. Issue 4 (November 2016)

• Record Type: Journal Article
• Authors: Li, Xuguang; Cox, Andrew M.
• Is Part Of: Telematics and informatics. Volume 33:Issue 4(2016)
• Page Start: 1048
• Page End: 1056
• Publication Date: 2016-11
• Subjects: Knowledge construction -- User support discussion forum -- Cultural differences -- Chinese culture -- Social media; Telecommunication -- Periodicals; Computer networks -- Periodicals; Télécommunications -- Périodiques; Réseaux d'ordinateurs -- Périodiques; 384
• DOI: 10.1016/j.tele.2016.02.004
• Languages: English
• ISSNs: 0736-5853

Abstract

Highlights: Cultural and language differences do not change knowledge construction patterns. Chinese language and culture indirectly affects the process via social information. More tailored facilitation strategies should be adopted for different cultures. Abstract: Many IT companies like HP, Dell and Lenovo have established both English language and Chinese user support forums for their consumers to share and construct knowledge. The innovative knowledge generated in these virtual product user communities is valuable for companies enabling them to incorporate users' innovative insights and problems solving skills. This research compares the knowledge construction processes within such forums in English and Chinese cultural contexts. The research adopts a method combining content analysis of discussion threads where technical problems are solved, complemented by observation and thematic analysis of interviews with forum members. The results show that the cultural and language differences do not cause a big change of users' knowledge construction patterns. However, the character of Chinese language and culture can indirectly affect the process by including more social information to influence social interactions. The research suggests that more tailored facilitation strategies should be adopted in managing producer sponsored user support forums designed for different cultural regions.