Abstract EN:

Enterprise Social Networks (ESN) have emerged as an important technology for knowledge management. Prior research suggests different knowledge management-related roles in offline informal organisational networks. On the other hand, the topic of user roles receives a lot of attention in social media research with regards to public online social spaces. As for ESN, it is not clear to what extent platform users engage in different use practices and how combinations of use practices relevant in the context of knowledge work contribute to different user roles, that is, ESN knowledge actor roles. Addressing this gap, this thesis seeks to answer the following research question: Which knowledge actor roles emerge from interactions on ESN platforms and how can these roles be discovered?As a first step, this thesis derives a literature-based ESN knowledge actor role reference model by drawing on knowledge management research, organisation science, and social media research. Next, a unique dataset from a large Australian professional services firm is utilised within an in-depth case study. Contrasting the literature-based reference model and the roles discovered within the case study, an integrated ESN knowledge actor role framework is developed.This thesis contributes to the stream of ESN data analytics by developing a set of metrics to conceptualise user behaviour based on a quantitative approach. Secondly, it adds to the body of literature on social roles in online social spaces by proposing a theory of ESN knowledge actor roles. Concerning implications for practice, a notion of ESN user roles helps companies to recognise the different ways in which users contribute to ESN.