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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. 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.
HSBC managers expressed a desire to obtain competitive advantage from information itself. Even though the vast
amount of information flow and intense customer contact are received daily, it will not make a strong impact for
the service companies, unless knowledge-sharing activities are developed. HSBC recognized about this issue. The
company designed the state of the art information technologies to help managerial and professional workers to
process the information. The infrastructure helps reducing the overload of information by filtering only the
necessary information (Alavi and Leidner, 1999). In addition, developing knowledge management in the
organization will help eliminating old or wrong data that is no longer recognized as valid knowledge (Alavi and
Leidner, 1999).
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).


Original text

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. 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.
HSBC managers expressed a desire to obtain competitive advantage from information itself. Even though the vast
amount of information flow and intense customer contact are received daily, it will not make a strong impact for
the service companies, unless knowledge-sharing activities are developed. HSBC recognized about this issue. The
company designed the state of the art information technologies to help managerial and professional workers to
process the information. The infrastructure helps reducing the overload of information by filtering only the
necessary information (Alavi and Leidner, 1999). In addition, developing knowledge management in the
organization will help eliminating old or wrong data that is no longer recognized as valid knowledge (Alavi and
Leidner, 1999).
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).

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