Jae H. Choi and Judy E. Scott
Journal of theoretical and applied electronic commerce research, VOL 8 / ISSUE 1 / APRIL 2013

Social network sites (SNSs) have attracted millions of users who interact with each other and with companies. However, few studies have examined the impact of knowledge sharing through electronic word of mouth (eWOM) in the context of SNSs. This paper investigates the relationship among the use of SNSs, users’ social capital, knowledge sharing, and eWOM. The results show that the intensity of use of SNSs is positively related to trust and identification which have a positive effect on eWOM quality. In addition, eWOM quality has a positive effect on knowledge sharing. Female users feel more strongly about eWOM quality when they trust others, or when they perceive that they belong to their SNS community when they use their SNS. Furthermore, female users feel more strongly about knowledge sharing when they perceive that eWOM quality is good. This study provides the theoretical framework of the relationship between eWOM and knowledge sharing on SNSs from the perspective of social capital. Practitioners could use this study as a rationale to utilize SNSs internally for organizational use, and externally for marketing purposes.

Scott, Judy
Communications of the ACM Vol. 51, Issue 11, p. 121-124

The article discusses enterprise resource planning (ERP) systems, examining the effectiveness and usability of the system documentation used for training and to help users relearn their jobs. ERP documentation that is highly usable can result in more effective training and a quicker payback in ERP investment, the article states. Other topics include documentation that explains that rationale for the process embedded in ERP software, research streams on the technology acceptance model (TAM), and documentation support for relevant new tasks.

Scott, Judy E.
Information Systems Management Vol. 24 Issue 2, p. 139-145

In this article, I argue that increased mobility, a continued emphasis on business process management, expanded options for the sourcing of enterprise system software, and IS maturity models are trends that will require new capabilities and skills for tomorrow’s IS organization.

Ghosh, Biswadip and Scott, Judy E.

Information Systems Management Vol. 24, Issue 1, p. 73-84

Given the critical role of nurses as knowledge workers in a hospital environment, this study investigates the knowledge management processes and organizational enablers associated with effective knowledge management systems (KMS) for a clinical nursing setting. The interview and survey findings shed light on how to effectively design and deploy a clinical KMS in a hospital nursing environment.

Scott, C.H. & Scott, Judy
International Journal of Productivity and Quality Management Vol. 1, Issue 1/2, p. 88-102

Despite some initial setbacks, the online grocery business is viable and growing. In this paper, we discuss the industry’s value proposition, its business models, the various quality issues faced by an e-grocer and the trade-offs faced in the selection of a highly efficient fulfilment strategy. Brick and click grocers usually choose fulfilment from stores rather than distribution centres. However, store fulfilment is vulnerable to congestion and ‘trolley rage’ when pickers of online orders get in the way of traditional shoppers. We propose a management science model for efficient allocation of online grocery orders. The model shows the impact of delivery budget and overall utilisation on store congestion. Contrary to current practice, which typically allocates orders to the nearest store, our model shows the optimal solution. Practitioners can use the model to prevent customer dissatisfaction while researchers will find this study provides a basis for future model extensions and fine-tuning.

Scott, Judy E.
Information Systems Management Vol. 22, Issue 2, p. 67-77

Training users is critical to the success of ERP implementations. An important aspect of training is documentation in the form of training manuals. However, the effectiveness of the training manuals will depend on their perceived usability. In this study, data on users’ perceptions of ERP training manuals, more than two years post-implementation, are analyzed for usability dimensions of task support, learnability, navigation, and presentation.

Scott, Carlton H. and Scott, Judy E.
Omega Vol. 32 Issue 5, p. 373-383

Innovation in information technology and the use of the Internet have enabled electronic marketplaces to become an important mechanism for linking suppliers and customers in a cost-efficient fashion. Previous research has generally focused on the benefits of electronic marketplaces from transaction cost economics and strategic perspectives. Yet very little academic research has addressed how to actually operate such a marketplace. In this paper, after reviewing the status of electronic marketplaces research, we focus on an operational perspective. A model of an electronic marketplace linking customers and suppliers either directly or via an intermediary is given and solved under various scenarios. This model uses a single cost-minimizing objective and the extensions address issues such as (1) a physical presence for the electronic marketplace, which can provide value-added services and preserve anonymity; and (2) sole sourcing or dual sourcing. An additional model explicitly represents the diverse objectives of the multiple players in the market using goal programming. The contribution of this research to practitioners is to offer a cost-effective alternative to current forms of allocating supply and demand. The cost-minimizing and multiple criteria models and extensions in this study make a contribution to research by expanding the horizons of previous studies on the operation of electronic marketplaces.

Ghosh, Bishwadip (Ph.D. candidate) and Scott, Judy E.

IEEE Transactions on IT and Biomedicine, Vol. 9 , Issue 2, pp. 162 – 168

Although knowledge management (KM) tools are well established in technical support organizations, healthcare organizations have only recently become aware of their benefits. This research investigates whether healthcare should adopt the same tools taking into account the different KM requirements in the two industries. This study analyzes narratives from key personnel in a technical support organization and a healthcare organization to understand and compare their KM process components and facilitating information technology. The empirical data reveal that healthcare needs a personalization approach to KM focusing on new problem identification using interactive knowledge webs, while technical support relies on a codification approach for problem resolution using interpretive knowledge and a chain structure.

Scott, Judy E.
Journal of Information Systems and e-Business Vol. 2, Issue 1, p. 31-56

The risks to e-business from breaches of security and privacy are well known. However, research has given very little attention to other important e-business risks. Using a socio-technical approach, in this study we survey a diverse sample of almost 200 participants to rate their perception of 16e-business risks, compiled from the research and practitioner literature. Strategic risks, organizational risks and e-business policy risks emerged as the three underlying dimensions of e-business risk. In terms of the sociotechnical model, strategic risks focus on the actor-structure component, and policy risks focus on the task-structure component. Organizational risks cover a wide spectrum of socio-technical components such as technology, actor-technology, technology structure and task-actor. The main contribution of this study is a multi dimensional scale of e-business risk perception. Practitioners can benefit by focusing their risk management efforts on the three dimensions of e-business risk, which are easier to manage than a long checklist of unrelated risks. Researchers benefit from a raised awareness on the importance of strategic and organizational risk factors in addition to policy risk factors for e-business risk management. A model that incorporates the three dimensions of e-business risks and shows theoretically based relationships with control mechanisms, trust, perceived uncertainty and profitability is proposed for testing in future research.

Scott, Judy E., Globe, Alden and Schiffner, Kristen
Management Information Systems Quarterly Executive Vol. 3, Issue 1, p. 37-52

Over a period of eight years, 1995-2003, J.D. Edwards evolved three innovative approaches to knowledge management (KM). The evolution in each started with a grass-roots team effort and grew to become an institutionalized enterprise application. With limited resources, J.D. Edwards has built a Global Web site Community, a sophisticated intranet/extranet (called the Knowledge Garden®), and a content management application (called Content Manager) that allows people to reuse multilingual technical documents, drawing them from a “single source” location. The evolution of these three projects is analyzed using a four-phase stage model and illustrates 12 lessons for others on how to more effectively plan an enterprise KM project, anticipate change, and set appropriate expectations. In the initiation stage, organizations need to identify and encourage an evangelist or champion to gain executive support and sponsorship. In the contagion stage, organizations need to establish content ownership and useful standards, and devise innovative ways of aligning the KM project with revenue generation. In the control stage, organizations need to anticipate the ongoing needs of updating the technologies and improving the governance processes. Finally, in the integration stage, organizations need to find a unifying vision and use techniques that will institutionalize knowledge management. The impact of these enterprise content management initiatives at J.D. Edwards has been considerable. Early ROI studies on the Knowledge Garden indicated an 1811% return, totaling $5 million annually in saved time and reduced paper costs. Content Manager, with a 270% ROI the first year, has been a consistent revenue driver, delivering over $7 million to the bottom line by early 2003?-and an additional $7.5 million from the Web-based training tool and courseware. By February 2002, jdedwards.com was driving over $10 million worth of pipeline leads.