Floating support workers are now trying to facilitate the emergence of knowledge sharing within teams to encourage alignment of changing practices, thereby assisting the transfer of knowledge throughout the organisation (Bennett and Gabriel, 1999; Heywood et al, 2002). FSWs and ASSWs play different roles and are involved in decision making processes. In carrying out their roles they draw on a variety of knowledge assets within and across organisational boundaries. In doing this, new knowledge is created and existing knowledge shared, transferred and exploited. As shown in the number of responses and references in Figure 6.1, KS is important in this context as noted by the interview participants as it
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brings together diverse knowledge sources from different sections of the team involved in the provision of FSS.
Figure 6 1 Screen short in Nvivo showing benefit of KS to FSS
Knowledge sharing plays a significant role in assisting an organisation in realising best practice, and minimising both the learning curve and effort invested by employees to master new fields of expertise (Hansen, 2002; McDermott and O‘Dell, 2001). Figure 6.2 represents the model version (using Nvivo 10) to further highlight the benefits of knowledge sharing to the successful implementation of floating support services in sheltered housing as emerging from the interview analysis.
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Figure 6 2: KS Benefits to Floating Support Services
Knowledge sharing improves the provision of floating support services to elderly people living in sheltered through the sharing of best practices. From the example shown in Figure 6.1, 'benefits of KS to FSS' was anode with (22) sources and 55 (references). This meant that twenty-two (22) participants were referenced within the context of this theme and 55 references (answers) were identified. From the above diagram it shows that KS plays an important role in the provision of FSS as supported and noted by participants from case A and case E :
FSW: “the benefit of knowledge sharing is not monetary but
knowing that I am collaborating with my colleagues. It is self- satisfaction and knowing that I am imparting my knowledge to others to improve services.”
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FSW: ―when knowledge is shared, it becomes easier for other team members to get the information faster. Communicating and sharing of experience with team members regarding services users needs, speeds up the support processes.‖
FSW: ― the key benefit for me is that my tasks are implemented easily and faster…..also my confidence also improved and I am actively able to cope with a difficult situation. I dare say knowledge sharing with teams improves my competency and my value increased …….. if you know what I mean.”
ASSW: “….knowledge and expertise gathered from years of
experience can be easily shared when it is effectively presented and communicated. ―….the most significant benefit for me is the support I got from other team members and the recognition within my team…”
ASSW: “….my role means I have to work under a very tight
schedule….hence knowledge sharing with colleagues saves the time I need to decide on a referral which is very critical for effective task performance… as I am able to spend less time on making the decision on the need support for a services users.”
Embedding and embracing knowledge sharing, in the context of sheltered housing schemes, requires technologies and organisational roles. Foy (1999), highlights a number of benefits and contributions that consulting and services businesses have experienced when introducing knowledge sharing practices. The benefits range from sharing best practices through databases and virtual libraries to innovative practices to encourage staff to share their ideas and experiences. Knowledge sharing between floating support workers and adult social service workers provides many benefits which allow them to build on past
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experiences, develop new ideas and avoid past mistakes. Another participants from case F and case B added that:
ASSW: ―the nature of our role means we have to liaise and
communicate with colleagues and knowledge sharing enhances relationships with colleagues and increases our productivity”
ASSW: “knowledge and information are very dynamic and they vary
from person to person…….the individual who is more knowledgeable about a services user situation will have to share the knowledge with other colleague in order to help the service user get the right support tailor to his/her needs.”
FSW: “……greater awareness about a team members‟
expertise……. and the ability to share knowledge improves one‟s ability to perform well and improved performances.”
FSW: “in my role, I have used some technologies such as email,
and telephone to share knowledge and information with colleagues.. As a result of, colleagues are able to perform their tasks successfully. I guess that knowledge sharing with other team members does speed up decision processes at the very critical stage…….”
FSW: …“I think…and believe that many benefits may be derived
from the knowledge sharing……as service users satisfaction can be improved with the capacities and skills set of team member through effective knowledge sharing….”
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The majority of those interviewed, as shown in Figure 6.1, with 22 sources and 55 references, felt that knowledge sharing provides a great deal of benefit as it helps to speed up the referral process and, thereby, to swiftly provide essential services in accordance with the client‘s needs. This concurs with the findings of Lee and Choi (2003) which show that an appropriate culture for interaction and dialogue between individuals or groups is the basis for the creation of new ideas and, in turn, improves organisational performance. Consequently, knowledge sharing in the provision of floating support services is perceived, by majority of those interviewed, to be the way forward for better productivity and efficiency which is central to meeting the clients‘ needs.
6.3 Data Analysis from the Survey Questionnaire on the Benefits of KS To