Abstract:
This study aims to investigate the use of information and communication technology (ICT) to support knowledge exchange in project-based organisations. The primary ICT tool investigated in this research is WhatsApp, a messaging application that has been widely used since its introduction. An ethnographic case study method was utilised to analyse qualitative data collected from interviews and focus group discussions. Three projects in an Indonesian university with a duration ranging from 8 months to 2 years were examined as object of investigations. Broadly, the findings show that ICT tools are generally useful in supporting knowledge exchange, which ultimately positively affects project performance. The project teams relied on WhatsApp for the success of the projects. Although face-to-face meetings were rare, team communication was highly intensive, supported by WhatsApp. In addition, managers are encouraged to promote knowledge exchange between team members. Through knowledge exchange, there will be knowledge development, which facilitates the invention of new techniques and methods for promoting project success. The most prominent findings are presented using direct quotations to provide first hand insight from the field. At the end of the paper, recommendations regarding what project managers should do during and after the project has been completed are presented. The recommendations are classified based on the knowledge management life cycle, representing a structured method to manage knowledge in project-based organisations.
