The rhetoric of "knowledge hoarding": a research-based critique.

Purpose - This paper responds to a recent trend towards reifying "knowledge hoarding" for purposes of quantitative/deductive research, via a study of information technology (IT) service professionals. A "rhetorical theory" lens is applied to reconsider "knowledge hoarding" as a value-laden rhetoric that directs managers towards addressing assumed worker dysfunctionality. Design/methodology/approach - A qualitative study of practicing IT service professionals (assumed within IT service management "best practice" to be inclined to hoard knowledge) was conducted over a 34-day period. Twenty workers were closely observed processing IT service incidents, and 26 workers were interviewed about knowledge-sharing practices. Findings - The study found that IT service practice is characterized more by pro-social collegiality in sharing knowledge/know-how than by self-interested strategic knowledge concealment. Research limitations/implications - The study concerns a single occupational context. The study indicates that deductive research that reifies "knowledge hoarding" as a naturally occurring phenomenon is flawed, with clear implications for future research. Practical implications - The study suggests that management concern for productivity might be redirected away from addressing assumed knowledge-hoarding behaviour and towards encouraging knowledge sharing via social interaction in the workplace. Originality/value - Previous studies have not directly examined the concept of knowledge hoarding using qualitative methods, nor have they considered it as a rhetorical device.