Knowledge Transfer Conditioning by the Communication Processes in the IT/IS Area

Abstract

This chapter addresses the communication between information technology/information systems (IT/IS) professionals and their users in the corporate environment of the city of Curitiba (Brazil). The main goal was to analyze the communication processes and their pitfalls to knowledge transfer in this area. The study is exploratory considering that the desired number of responses was not reached. Results show that professionals have a communication whose terms make difficult users to understand them. Although it is not intentional, respondent professionals do not facilitate their understanding, what creates a knowledge bias between them. Conclusions suggest that professionals be formally prepared for customer service and manage their approach as user-cantered. Professionals need to be clear to users, in order to guarantee them confidence. Respondent users recognize the importance of IT/IS for their lives and companies; thus they expect professionals to share and explain well their actions/choices.