Knowledge construction by users A content analysis framework and a knowledge construction process model for virtual product user communities

• Published in: Journal of documentation Vol. 73; no. 2; pp. 284 - 304
• Main Authors: Li, Xuguang, Cox, Andrew, Ford, Nigel
• Format: Journal Article
• Language: English
• Published: 01.01.2017
• ISSN: 0022-0418
• DOI: 10.1108/JD-05-2016-0060

Purpose The purpose of this paper is to develop a content analysis framework and from that derive a process model of knowledge construction in the context of virtual product user communities, organization sponsored online forums where product users collaboratively construct knowledge to solve their technical problems. Design/methodology/approach The study is based on a deductive and qualitative content analysis of discussion threads about solving technical problems selected from a series of virtual product user communities. Data are complemented with thematic analysis of interviews with forum members. Findings The research develops a content analysis framework for knowledge construction. It is based on a combination of existing codes derived from frameworks developed for computer-supported collaborative learning and new categories identified from the data. Analysis using this framework allows the authors to propose a knowledge construction process model showing how these elements are organized around a typical “trial and error” knowledge construction strategy. Practical implications The research makes suggestions about organizations’ management of knowledge activities in virtual product user communities, including moderators’ roles in facilitation. Originality/value The paper outlines a new framework for analysing knowledge activities where there is a low level of critical thinking and a model of knowledge construction by trial and error. The new framework and model can be applied in other similar contexts.