HUMAN RESOURCE OEVELOPMENT ANO INFORMATION TECHNOLOGY

Making Global Connections

Sponsored by

OPERATIONS RESEARCHICOMPUTER SCIENCE INTERFACES SERIES

Series Editors

Professor Ramesh Sharda Oklahama State University

Other published titles in the series:

Prof. Dr. Stefan VoB Technische Universitdt Braunschweig

Greenberg, Harvey J. / A Computer-Assisted Analysis Systemfor Mathematical Programming Models and Solutions: A User 's Guidefor ANALYZE

Greenberg, Harvey 1. / Modeling by Object-Driven Linear Elemental Relations: A Users Guidefor MODLER

Brown, Donald/Scherer, William T. / Intelligent Scheduling Systems

Nash, Stephen G ./Sofer, Ariela / The Impact of Emerging Technologies an Computer Science & Operations Research

Barth, Peter / Logic-Based 0-1 Constraint Programming

Jones, Christopher V. / Visualization and Optimization

Barr, Richard S./ Helgason, Richard V./ Kennington, Jeffery L. I Interfaces in Computer Science & Operations Research: Advances in Metaheuristics, Optimization, and Stochastic Modeling Technologies

Ellacott, Stephen W./ Mason, John C .I Anderson, lain J. / Mathematics of Neural Networks: Models, Aigarithms & Applications

Woodruff, David L. / Advances in Computational & Stochastic Optimization, Logic Programming, and Heuristic Search

Klein, Robert / Scheduling of Resource-Constrained Projects

Bierwirth, Christian / Adaptive Search and the Management of Logistics Systems

Laguna, Manuel / Gonzalez-Velarde, Jose Luis / Computing Toolsfor Modeling, Optimization and Simulat ion

Stilman, Boris / Linguistic Geometry: From Search to Construction

Sakawa, Masatoshi / Genetic Algorithms and Fuzzy Multiobjective Optimization

Ribeiro, Celso C./ Hansen, Pierre / Essays and Surveys in Metaheuristics

Holsapple, Clyde/ Jacob, Varghese / Rao, H. R. / BUSINESS MODELLlNG: Multidisciplinary Approaches - Economics, Operational and Information Systems Perspectives

HUMAN RESOURCE OEVELOPMENT ANO INFORMATION TECHNOLOGY

Making Global Connections

Edited By

Catherine M. SLEEZER Oklahoma State University, Stillwater, Oklahoma, USA

Tim L. WENTLlNG University of Illinois

Champaign, Illinois, USA

Roger L. CUDE McLeodUSA

Cedar Rapids, Iowa, USA

Springer Science+Business Media, LLC

ISBN 978-1-4613-5258-7 ISBN 978-1-4615-0827-4 (eBook) DOI 10.1007/978-1-4615-0827-4

Library of Congress Cataloging-in-Publication Data

A C.I.P. Catalogue record for this book is available from the Library of Congress.

Copyright @2002 Springer Science+Business Media New York

Origina1ly published by Kluwer Academic Publishers in 2002

Softcover reprint ofthe hardcover Ist edition 2002

AlI rights reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, mechanical, photo­copying, recording, or otherwise, without the prior written permis sion of the publisher, Springer Science+Business Media, LLC

Printed on acid-free paper.

Contents

PREFACE ix

Part I Opportunities

1 THE FOUNDATION OF HRD IN A NETWORKED 1 WORLD Tim L. Wentling, Consuelo Luisa Waight, Ruth C. King

2 BUILDING A COMPETITIVE WORKFORCE FOR 21 THE NEW ECONOMY Hans Meeder, Roger L. Cude

3 HR TO THE POWER OF e 43 Internet·Powered Transformation Of Human Resources Mike Christie

4 MANAGING INFORMATION TECHNOLOGY 65 CHANGE IN THE WORKPLACE A Systems Perspective Linda K. Lawson, Catherine M. Sleezer

Part 1/ Knowledge management

5 THE ROLE OF HUMAN RESOURCE DEVELOPMENT 89 IN TRANSITIONING FROM TECHNOLOGY· FOCUSED TO PEOPLE·CENTERED KNOWLEDGE MANAGEMENT Alexander Ardichvili

6 MAKING KNOWLEDGE COUNT 105 Knowledge Management And The Human Element Mark E. Van Buren

vi

Part III Learning and collaboration

7 WEB·BASED LEADERSHIP TRAINING 131 Determining Success Factors And Effectiveness Darlene Russ-Eft, Kathleen Hurson, Ruth Pangilinan, Tori Egherman

8 AN EXPLORATION OF ENGAGEMENT AND 153 MENTORING IN ON· LINE PROBLEM SOLVING Minjuan Wang, Allison Rossett, Paul Wangemann

9 A CONCEPTUAL FRAMEWORK FOR COMPUTER 185 SUPPORTED COLLABORATIVE LEARNING REQUIRING IMMEDIATE PRESENCE (CSCLlP) Ramesh Sharda, Nicholas C. Romano, Jr., Joyce A. Lucca

10 IMPLEMENTING A REMOTE AND COLLABORATIVE 211 "HANDS·ON" LEARNING ENVIRONMENT George Scheets, Mark Weiser

Part IV Societal effects

11 USING ADULT LEARNING IN HRD PROGRAMS 231 TO BRIDGE THE DIGITAL DIVIDE Anne A. Ghost Bear, Gary J. Conti

12 TOUCH & TECHNOLOGY 245 The Look Of Sensory Contact In The New Millennium Clifton L. Taulbert

Part V A Final Look

13 REFLECTING ON OUR JOURNEY THROUGH HRD 255 IN THE E·WORKPLACE Catherine M. Sleezer, Linda K. Lawson, Roger L Cude, Tim L. Wentling

AUTHOR BIOGRAPHIES 261

INDEX 273

Technology Pre-Conference Committee

Loretta L. Donovan Chair Catherine Sleezer Pre-conference co-chair Tim L. Wentling Pre-conference co-chair

Roger Cude Pre-conference co-chair Larry Dooley Board representative

Claudia C. Hill Arthur Johnson

James Kirk Ramesh Sharda

Brenda Solomon

Technology Pre-Conference Participants

Sue Abbey Daniel Alexander Carson R. Arnett Ross E. Azevedo

John W. Bing Rose Bonj our Mike A Boyle

Hsin-Chih Chen Jason Greer

Ruth King James J. Kirk

Diane Knights Peni Mungania

Carolyn Rude Parkins Jennifer Peacock

Marie Phillips Nicholas Romano

Nicholas Romano Darlene Russ-Eft Barry K. Sanford George Scheets Kimberly Shaw Susan Stansberry Kathryn Statham Mark Van Buren William R. Venable Anders Vind Minjuan Wang Pei-ru Wang Debbie A. Watson Saundra Wall Williams Chris Woodard Sheryl Zumwalt

PREFACE

Technology, people, e-workplaces. In today's fast-paced environment, people race to meet changing customer and market requirements by using technology to invent new business processes, to re-align organizational structures, and to institute contemporary management practices. Moreover, in a global information economy where gaining access to capital, finding ways to pay for technologies, and purchasing physical assets have lost much of their importance as sources of competitive advantage, human talent is fast becoming the primary scarce resource that distinguishes market leaders from everyone else. Countries, communities, and organizations are all suddenly very interested in developing the human capacities that will allow them to compete in a networked world. It is not surprising that decision-makers have moved the development of information technology and human resources front and center. Further, the advances in technology that have galvanized

Decision-makers have moved the development of information technology

and human resources front and center.

the laser-like focus on human talent are the same advances that are being used to create new strategies for assessing, developing, and managing a workforce that meets the new workplace requirements.

To be most effective in the e-workplace, decision makers and human resource professionals must grasp the pertinent aspects of both people and technology issues. These issues occur at the intersection of such disciplines as computer science, operation research, and human resource development. Because these issues are complex, we, the book editors, believe they can best be understood through cross-disciplinary collaboration among experts who approach them from a range of perspectives. Their collaboration can produce useful views and potential solutions. The intent of this book is to present the results of just such a collaborative effort.

x Preface

Our approach involved several key activities:

Identify leaders in various fields 1. Host a pre-conference as part of the Academy of Human Resource

Development (ARRD) Annual Conference 2. Engage in dialogue on the issues, the research, and the ideas 3. Coordinate the writing of a range of papers 4. Encourage an exchange of timely and useful commentary on the papers 1. Publish the papers for widespread distribution

We invited experts and leaders from various fields to join us in examining HRD in a Networked World. We asked them to share recent research and their latest thinking on the topic. Those who accepted our invitation represented a broad range of perspectives: scholars from such academic disciplines as human resource development, management, computer science, adult learning, education technology, and management infonnation systems; leaders in such professional associations as the Academy of Human Resource Development, the National Alliance of Business, and the American Society of Training and Development (ASTD); practitioners from business, government, and education; consultants with major finns; and a writer of best-selling fiction. Those who accepted had expertise that they had gained from studying the data, facts and infonnation of using IT to change an aspect of how people accomplish work. They also had expertise they had gained from putting their "know about" knowledge to use through practice. They had "know how" expertise.

We hosted the 2001 Technology Pre-Conference of the Academy of Human Resource Development at Williams Learning Center, a woodland retreat near Tulsa, Oklahoma. We had a relatively ambiguous road map to guide the event and wondered what adventures we would have.

No need to wonder. The first presenter had us hanging on his words. We took notes, and interacted by asking insightful questions and receiving

The final presenter captured the energy and spirit of this successful event by taking us on a safari.

equally insightful answers. During the many outstanding presentations and discussions, we experienced the learning that comes from genuine dialogue. The final presenter captured the energy and spirit of this successful event by taking us on a safari.

Following the pre-conference, we gathered the ideas and the pre­conference papers. We requested additional papers from other experts to fill voids or complement existing papers. We also facilitated an exchange of papers, feedback, and comments among chapter authors and other referees, which generated further discussion and produced additional insights. All the

Preface xi

papers were refereed extensively. The result is this book, which meets our goal of sharing the adventure with you.

In Swahili, the word safari means journey. Going on a safari conjures exotic images of traveling with interesting people through dense jungles, over vast deserts, and down winding rivers to see new and wondrous sites. Think of this book as a collection of expert snapshots from our safari through the networked world. Just as individual photographs capture the spectacular landscapes, the speed of the gazelle, and the majesty of the lion, every chapter in the book offers a unique and compelling image of the e­workplace. You can expect to gain the greatest value by reading the entire

We invite you to engage in dialogue with each chapter.

book and examining the various perspectives on HRD in a networked world. However, each chapter stands on its own. We invite you to start anywhere in the book. We hope you find these chapters to be similar to those special photographs that invite you into the scene, so we bid you to engage in our dialogue, which we partially captured in each chapter.

Section 1 contains aerial snapshots of the terrain. "The Foundation of HRD in a Networked World" provides a brief history of the disciplines of human resource development and information technology. "Building a Competitive Workforce for the New Economy" identifies current and future workforce shortages and skill misalignments. The authors propose a model of workforce development that recognizes employee mobility, competitive pressures, globalization, and the demanding pace of skill. development that are required in today's workplace. "HR to the Power of e. Internet-Powered Transformation of Human Resources'" describes human resource departments use technology to better connect with their stakeholders. The final chapter in this section, "Information Technology Changes in the Workplace: A Systems Perspective," applies a systems perspective to examine workplace changes that resulted from applications of new technologies in ten organizations.

In Section 2, we zoom in to take a close-up of knowledge management. "The Role of Human Resource Development in Transitioning from Technology-Focused to People-Centered Knowledge Management" argues that knowledge management is not exclusively about databases. The author describes communities of practice, a metaphor for integrating the human, social, and organizational capital of an organization. "Making Knowledge Count: Knowledge Management Systems and the Human Element" describes research by ASTD to define and measure knowledge management.

In Section 3, we zoom in on learning. "Web-Based Leadership Training: Determining Success Factors and Effectiveness" compares the process, the success factors, and the initial outcomes of a leadership training program

xii Preface

delivered in two types of locations: on line and classroom. "An Exploration of Engagement and Mentoring in On-line Problem Solving" examines the emotional and the engagement aspects of communications and problem solving for on-line learners. The last two chapters in this section focus on using technology to support remote learning in collaborative laboratory programs that generally require hands-on interaction with the equipment and collaboration among the learners. "A Conceptual Framework for Computer Supported Collaborative Learning Requiring Immediate Presence (CSCLIP)" presents a framework for integrating learning theory, learning processes, interactive technologies, and human-computer interaction principles that will make it possible for learners to take a laboratory course without having to be physically present in the laboratory. "Implementing a Remote and Collaborative 'Hands-On' Learning Environment" brings the framework to life by providing a behind-the-scenes look at the ongoing implementation of such a laboratory environment. The authors describe the application of current and emerging technologies, the development of new software and equipment, and the implementation strategies that enable remote learners to gain a laboratory experience they can later apply in actual situations.

Section 4 contains photographic exhibits on the societal effects of technology "Using Adult Learning to Bridge the Digital Divide" describes the Digital Divide as a powerful force that threatens to divide the world into "haves" and "have nots" based upon technology. The author studied the users of eBay's auction process to identify who participated and how they engaged in self-directed learning. "Touch & Technology: The Look of Sensory Contact in the New Millennium" points out the paradoxes that develop when new technologies enter our workplaces. The author argues that we need the "touch" of communities. He describes "Eight Habits of the Heart" for building meaningful communities. The concluding chapter in this section, "Reflecting on our Journey through HRD in the e-workplace" captures the learning from our adventure together. It integrates the perspectives from all the chapters, captures the insights and the discontinuities, and presents topics for future research.

Just as technology needs the human component of touch, so did our efforts in developing and hosting the pre-conference and publishing this book. We received a great deal of support from the project sponsors, the Academy of Human Resource Development, the Williams Companies, and the Center for Research in Information and Telecommunications Technology at Oklahoma State University. AHRD Board members provided encouragement and created an environment where it was safe to take risks for learning and where research could be exciting and fun. Board members Gary McLean, Gene Roth, and Larry Dooley provided additional support for this effort. The Academy's technology committee, especially Loretta

Preface xiii

Donavon, the committee chair, contributed substantially to the conceptualization and implementation of the pre-conference. Debra Vloedman and Brenda Solomon, conference coordinators, provided logistics, administrative and budgeting support, and humor. Graduate students from Oklahoma State University's Human Resource/Adult Education Program facilitated on-site conference logistics. Lisa Korner, Williams Executive

We hope you enjoy the results of our efforts and that you get a sense of the Safari by which we found

adventure, friendships, and community.

Director of HR Strategy, provided troubleshooting support. Graduate students from Oklahoma State University's Human Resource/Adult Education Program facilitated on-site conference logistics. Graduate students from the University of Illinois National Center for Supercomputing Applications, Knowledge and Learning Systems Group created the web page that the authors used for sharing papers.

During the pre-conference, all participants took risks as they challenged prevailing patterns of thinking, provided new insights, and created an atmosphere for enjoyable learning. The staff at Williams Learning Center provided an ideal learning environment. The Oklahoma State University College of Education, The University of Illinois National Center for Supercomputing Applications, Knowledge and Learning Systems Group, and McLeodUSA supported the writing of this book. Deane Gradous, an experienced copy editor, retired management professor, and current executive coach reviewed the manuscripts for grammar and flow and, more important, challenged our assumptions. Maite Mijares prepared manuscripts through all phases of this effort. Carolyn Ford at Kluwer Publishing guided the publication process. Our families listened to the many retellings of our adventure, read the papers, asked penetrating questions, and encouraged us throughout. The book reflects all of these contributions.

We hope you enjoy the results of our efforts and that you get a sense of the Safari by which we found adventure, friendships, and community. Most important, we survived, we learned, and we feel empowered to take action in this exciting arena!