【作者】 王云峰；

【导师】 沈固朝；

【作者基本信息】 南京大学 ， 情报学， 2013， 博士

【摘要】 知识经济背景下,企业间的竞争日益加剧,竞争情报所处环境已经发生了一系列的变化。以Web2.0为代表的新型互联网正在兴起,其中最具有代表性的为SNS。SNS不仅仅是技术的进步,也是社会网络理论在网络的应用。将SNS引入企业竞争情报活动,具有很重要的意义。竞争情报领域很早就开始引入人际网络情报观念,并将其用于竞争情报工作实践。有从社会网络理论研究入手,分析基于SNS构建的人际网络,或从社会资本理论探讨SNS在竞争情报的应用；也有从知识管理角度着手,探讨SNS在企业环境中的知识管理功能；还有从信息传播模式入手,探讨网络环境下的人际竞争情报传播模式。从成果来看,虽然有了部分模型,并有企业使用SNS作为知识管理的工具的实践操作,但SNS在企业竞争情报中的实际使用不多见,也有企业引入SNS失败案例,作者称之为企业SNS引入障碍现象。为促进SNS在企业竞争情报领域的应用,本文在文献研究和案例搜集的基础上,对国内多家企业进行访谈,总结了企业SNS引入障碍可能的影响因素,指出企业引入SNS障碍的现象是存在的,其影响因素甚多,主要包括企业、SNS和人三个维度。企业维度中包括企业行业领域、行业竞争程度、企业性质、企业规模、企业信息系统成熟程度、企业内部信息交流情况等；SNS维度中包括实名制、限于内部使用、SNS用途、界面简单、是否由企业自行建设等；人的维度中包括企业领导和员工对于SNS的认识度和是否有激励制度。为验证假设,对国内企业相关人员进行了相关问题的问卷调查。经过结果分析,其他各项假设均达到确认,但出乎意料的是,调查结果中“移动访问”一项假设被否认,其原因可能在于国内移动互联网没有全面铺开,也有可能移动SNS与企业的实际办公运作无法完全结合。在此研究结果上,针对研究设计的各项影响因素,借助社会网络理论,设计了基于企业SNS的竞争情报系统。系统主要包括情报搜集子系统,情报分析子系统和情报服务子系统,其核心部分为情报搜集子系统,包括企业内部员工SNS和企业客户SNS。在信息的搜集类型上,除数据资源外,还可以搜集并整理网络人际关系并进行管理。系统功能除开展竞争情报活动以外,还包括以下功能：将企业内部的隐形知识转为显性知识,实现知识管理；通过对人际网络关系的整理,实现人际关系管理；通过对企业客户SNS的维护,实现客户管理。建立该系统的最终目的在于解决信息孤岛问题。信息孤岛通常被认为由技术和管理原因造成,本文从社会网络理论角度入手,提出企业内部运行不畅的人际网络关系也是造成信息孤岛的原因之一。因而,该系统从系统架构、内部SNS模块乃至运行机制等各方面着手,借助结构洞、社会资本、弱连接等理论的支持,推动系统内部信息的流通。此外,还在二级传播理论基础上,利用系统的人际关系管理功能,找出企业人际网络中的意见领袖,借助其传播信息的作用,减少信息传播的障碍,以期为解决信息孤岛问题提供另外一条途径。本文结尾探讨研究课题的发展方向,指出因为研究背景的限定,无论是在影响因素还是竞争情报系统的实际构建,都有需要进入探讨的地方,因而都有继续研究的可能。尤其本文的研究对象主要为国内企业,由于东西方文化和价值观方面的差异,国内与国外企业在引入障碍的影响因素有何异同,以及如何移植设计方案,都是值得继续深入的。总之,本文从社会网络和知识管理的角度,审视竞争情报系统的构建问题,提出了基于企业SNS架构的竞争情报系统。希望所阐述的基本观点对该领域进一步的研究起到抛砖引玉的作用,同时也希望所提出的结论对我国推广竞争情报系统具有一定借鉴意义。更多还原

【Abstract】 At the age of knowledge economy, with the development of enterprises competition, competitive intelligence is meeting great changes. Web2.0, as a representative of the new Internet, has been on the rise. Of which the most important one is SNS. SNS is not only a technological progress, but also the application of social network theory in Internet technology. It has the very vital significance to introduce SNS into enterprise competitive intelligence activity.Concepts of interpersonal network intelligence has already been introduced into competitive intelligence and been used in the competitive intelligence practice. From the perspective of social network theory research, some authors analyze interpersonal network construction based on SNS. Others explore the application of SNS in competitive intelligence from the social capital theory. Based on the perspective of knowledge management, some authors investigate the knowledge management function of SNS in enterprise environment; In addition, other authors explore the interpersonal competitive intelligence transmission from the information transmission mode theory. Though there is some research on the construction of the system model, some enterprise have used SNS as knowledge management tools, application of SNS in enterprise competitive intelligence system is seldom, and there is some adoption failure case, author calls it as enterprise SNS adoption disorder phenomenon.To promote the application of SNS in enterprise competitive intelligence fields, author gives literature research, collects related cases and gives some interviews in domestic enterprises. Based on these researches, author summarizes influence factors of enterprise SNS adoption disorder. To confirm the assumptions, author carries questionnaire survey on the relevant enterprise person. Through analysis of the results, all assumptions reach confirmation. The results of the survey points out that the enterprise SNS adoption disorder phenomenon really exists, its influence factors can be divided into three dimensions: enterprise, SNS and human. Enterprise dimension includes enterprise field, industry competition degree, enterprise property, the scale of the enterprise, the enterprise information system mature degree and internal information communication; SNS dimension includes real-name system, internal use of SNS, SNS usability, simple interface and construction; human dimension includes understanding degree of enterprise leadership/staff SNS and incentive system.Based on the results, with the aid of the social network theory, author constructs the competitive intelligence system model based on enterprise SNS. The system model includes information collecting subsystem, information analysis subsystem and information service subsystem. Intelligence gathering subsystem can be divided into enterprise interior staff SNS and enterprise customers SNS. In addition to collect normal data, information collecting system can also collect and analyze network relationships. Besides carrying out competitive intelligence activities, system also has the function of knowledge management, human relationship management and customer management.The final purpose of this system is to solve the information island phenomenon. The causes of Information Island are generally considered for technical and management factors. In this paper, from the angle of social network theory, author points out interpersonal network relations can also cause Information Island. Therefore, based on the system architecture and internal SNS module, with the aids of structure holes theory, social capital and weak ties theory, the system can promote the internal information circulation. In addition, with the help of secondary propagation theory, the system can also find out the opinion leaders and reduce information dissemination obstacles, so as to solve the problem of Information Island. At the end of this paper, author discusses the development of the project, and points out that there are still many subjects which has not been studied, which includes other influence factors or actual construction of competitive intelligence system. Especially the research object of this paper mainly focuses on the domestic enterprise. Due to differences between the east and west culture, there must be some difference between domestic and foreign enterprises. It is worth to continue the study on how to construct a competitive intelligence system based on enterprise SNS in foreign enterprise.In a word, this paper discusses the construction of competitive intelligence system based on social network and knowledge management theory. The paper also talks about the competitive intelligence system based on enterprise SNS. Author hope that this paper can start a discussion for further research in this field; also hope that the proposed conclusion can promote the growing of competitive intelligence system in our country.更多还原