Building relational confidence in remote and hybrid work arrangements: novel ways to use digital technologies to foster knowledge sharing

Remote and hybrid workers know fewer of their colleagues and have fewer strong workplace relationships. If strong relationships support knowledge sharing, workers will have a harder time getting knowledge they need. Prior research shows that digital communication technologies increase workers’ network-level knowledge of “who knows what” and “who knows who.” Yet, knowledge seekers may be hesitant to ask for knowledge, particularly when they have concerns that their relationship with a knowledge source is too distant. We conduct a dyad-level study of 141 instances of knowledge seeking among employees of a South American telecommunications company employing a hybrid work arrangement and using an enterprise social media called Chatter. We find that specific uses of the technology help develop what we call “relational confidence,” or the confidence that one has a close enough relationship to a colleague to ask and get needed knowledge. With greater relational confidence, knowledge sharing is more successful.