Communication improvement
Many financial service companies including HSBC utilize knowledge management as the way to improve their
communication with their customers and among their staff.Knowledge management can help saving time for client engagements and problem solving, enhancing staff
participation, making the opinions of staff and customers more visible, and better serving customers (Alavi and
Leidner, 1999).The infrastructure helps reducing the overload of information by filtering only the
necessary information (Alavi and Leidner, 1999).They adopted online knowledge-sharing activities
such as creating virtual community which involve both customers and company's staff to contact in an interactive
way.