Title: The impact of social media use on organisational performance through knowledge management

Authors: Gabriel Gonçalves Sampaio; Ariel Behr; Mauricius Munhoz de Medeiros; Andrea Raymundo Balle

Addresses: Federal University of Rio Grande do Sul (UFRGS), Porto Alegre, Rio Grande do Sul, Brazil ' Federal University of Rio Grande do Sul (UFRGS), Porto Alegre, Rio Grande do Sul, Brazil ' Federal University of Rio Grande do Sul (UFRGS), Porto Alegre, Rio Grande do Sul, Brazil ' Centro Universitário Boa Viagem (UniFBV), Recife, Pernambuco, Brazil

Abstract: Knowledge in organisations is seen as a source of competitive advantage. Organisations have used social media (SM) as a communication tool due to benefits of this use for knowledge management (KM). SM is expected to optimise KM processes, increasing organisational performance (OP). This study aims to analyse the impact of SM use on KM processes and OP. Through a survey, data were collected from 325 respondents. The results show that the use of SM impacts the OP and that the processes of acquisition, conversion, and application of knowledge support this relationship. However, the impact of knowledge protection on OP was not significant and did not mediate SM use. The research model contributes to KBV by understanding SM use's impact on KM processes and these processes in OP. This study's results indicate the need for future studies to understand why the relationship between knowledge protection and OP has not been confirmed.

Keywords: social media; knowledge management; organisational performance; structural equation modelling; mediation analysis.

DOI: 10.1504/IJKMS.2023.132045

International Journal of Knowledge Management Studies, 2023 Vol.14 No.3, pp.307 - 332

Received: 04 Feb 2022
Accepted: 09 Nov 2022
Published online: 07 Jul 2023 *

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