What Questions Are You Inclined to Answer? Effects of Hierarchy in Corporate Q&A Communities

Forthcoming, Information Systems Research

58 Pages Posted: 24 Apr 2020 Last revised: 28 Jul 2021

See all articles by Jingchuan Pu

Jingchuan Pu

Pennsylvania State University - Smeal College of Business

Yang Liu

Shanghai University of Finance and Economics - School of Information Management and Engineering

Yuan Chen

Shanghai University of Finance and Economics - School of Information Management and Engineering

Liangfei Qiu

University of Florida - Warrington College of Business Administration

Hsing Kenneth Cheng

University of Florida - Warrington College of Business

Date Written: February 28, 2020

Abstract

An increasing number of companies have started to implement corporate knowledge-sharing communities. Consistent with the observation in the offline setting, employees are less likely to share knowledge with individuals who have higher job ranks (i.e., higher-ups) in corporate communities such as online wikis and discussion groups. Given the importance of managers’ engagements in the community and the needs for knowledge sharing across the hierarchy, we examine whether such observation persists in the corporate question-and-answer (Q&A) community, another popular type of corporate knowledge-sharing community. On the one hand, as in the offline setting and other types of communities, employees can still be reluctant to share knowledge with the higher-ranked individuals in the Q&A community. On the other hand, a Q&A community has some unique attributes that can potentially motivate employees to engage more with the higher-ups. Using a unique dataset from a large corporate Q&A community and a potential-dyads approach, we find that a user is inclined to respond to a knowledge seeker whose job rank is higher than (vs. lower than or the same as) the user’s rank in the corporate Q&A community. We further show the causality of the result with a quasi-experiment that leverages the promotions announced in our study period. Since these promotions are based on employees’ performances before the existence of the community, the promotion announcements are largely exogenous to our research interest. We also find that knowledge providers exert greater effort when answering questions from the higher-ups. Finally, our analyses show that knowledge providers who post more answers to higher-ranked seekers and who display greater effort in those answers are more likely to get promoted in subsequent years. Given the critical role of knowledge sharing and the increasing prevalence of online communities, our study offers a better understanding of the knowledge-sharing pattern in the corporate Q&A community of the hierarchical organizations and delivers useful managerial implications.

Keywords: knowledge sharing, hierarchy, corporate online communities, quasi-experiment

Suggested Citation

Pu, Jingchuan and Liu, Yang and Chen, Yuan and Qiu, Liangfei and Cheng, Hsing Kenneth, What Questions Are You Inclined to Answer? Effects of Hierarchy in Corporate Q&A Communities (February 28, 2020). Forthcoming, Information Systems Research, Available at SSRN: https://ssrn.com/abstract=3564790

Jingchuan Pu (Contact Author)

Pennsylvania State University - Smeal College of Business ( email )

University Park, PA 16802
United States

Yang Liu

Shanghai University of Finance and Economics - School of Information Management and Engineering ( email )

No. 100 Wudong Road
Shanghai, Shanghai 200433
China

Yuan Chen

Shanghai University of Finance and Economics - School of Information Management and Engineering ( email )

No. 100 Wudong Road
Shanghai, Shanghai 200433
China

Liangfei Qiu

University of Florida - Warrington College of Business Administration ( email )

Gainesville, FL 32611
United States

HOME PAGE: http://sites.google.com/site/qiuliangfei/

Hsing Kenneth Cheng

University of Florida - Warrington College of Business ( email )

P.O. Box 117169
Gainesville, FL 32611-7169
United States
352-392-7068 (Phone)
352-392-5438 (Fax)

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