A Formal Model for the Study of Communication Support Systems

The lack of conceptual frameworks available for integrating research on organizational computer-based communication technologies is documented. An integrated model for studying communication support phenomena in organizations is formalized from a knowledge management perspective using set-theoretic notation. Key constructs for understanding and exploring communication support systems are identified, such as knowledge workers, knowledge management activities, communicate-abilities, and knowledge management episodes. The implications associated with the identification and formalization of each of the foregoing constructs is discussed and further research avenues are explored. The model provides researchers and system developers with a means of studying both human and computer-based knowledge workers in organizations. Two types of communication support systems are defined.