A Framework to Analyse Knowledge Work in Distributed Teams

This paper presents a framework to analyze knowledge work in the changing context of new ways of working. Knowledge work increasingly takes place as collaboration from different and changing workplaces due to mobility, multi-locational, and geographical distribution of participants. We define the framework based on five key factors that pose challenges to the performance and productivity of knowledge work performed in distributed teams. The framework extends and integrates traditional performance models of task, team structure, and work process, with context factors like workplace, organization policy and ICT infrastructure. The framework is applied in a qualitative comparative cross-case analysis to eight globally distributed teams in two Fortune 100 high-tech companies. We conclude with a series of specific challenges for each factor when studying distributed knowledge work. It is shown that due to changing contexts knowledge workers, teams, and organizations need to constantly adapt, readjust, and realign according to the five factors. This paper identifies key factors that impact the performance and productivity of teams of knowledge workers collaborating in distributed and multi-locational work settings. Knowledge work (KW) is defined as the creation, distribution or application of knowledge by highly skilled and autonomous workers using tools and theoretical concepts to produce complex, intangible and tangible results Schultze, 2000). We view knowledge as a fluid mix of framed experience, values, contextual information, and expert insight that provides a framework for evaluating and incorporating new experiences (Davenport & Prusak, 1995). Knowledge workers are defined primarily by the nature of their work, which is relatively unstructured, non-routine, complex and 3 situation KW is usually not an individual task, but is performed in cooperation with others working in teams on complex tasks, which individuals cannot perform alone (Han & Williams, 2008; Pyöriä, 2005). KW is increasingly performed in a changing context by team members who are mobile and globally distributed using multiple places and contexts for their work (e. In these settings members can move from one location to the other – multi-location, or are working on a remote location locally, nationally, or globally, we define this as distributed collaboration. In this article we focus on knowledge work that is performed in distributed collaborative teams. Distributed teams are often closely imbedded in a social system having fluid borders with other actors including customers and contingent workers, and often a temporary structure. Furthermore, these teams often work in a project based organization setting, which implies that team …