Social Network Analysis of Knowledge and Actor

Relations: A Case Study in KLG IT Department

Evelline Kristiani, Tubagus Ahmad Marzuqi, Dana Indra Sensuse, Sofian Lusa, Nadya Safitri and Damayanti Elisabeth
Faculty of Computer Science
University of Indonesia
Depok, Indonesia
[email protected], [email protected], [email protected], [email protected], [email protected],
[email protected]

Abstract—IT department is often relied on as business knowledge management to empower this IC, firstly must go
activities enabler. To be able to do that task efficiently while through the process of capture.
also continuing to innovate, knowledge is necessary. KLG is
one of the retail business players in Indonesia; currently their In fact, designing a suitable model for knowledge capture
IT department is in effort to capture various types of in an IT department is not easy, given the KM Foundation
important knowledge. Unfortunately, it experiences stagnation. that must be considered will not only include IT
What the IT department have now is a file repository, so where infrastructure and common knowledge, but also the unique
to start to implement a more comprehensive solution like culture of the organization, the structure of government and
Knowledge Management? To better understand the current its physical environment [1]. To better understand the current
pattern of communication influenced by its unique culture and pattern of IT Department communication influenced by this
structure of the organization, this research uses Social Network unique culture and structure of KLG as organization, the
Analysis (SNA) one-mode network and bipartite graph. The research question raised in this study is “how the relationship
visualization and analysis of the social network were between knowledge and actors in the KLG IT Department”.
performed using tools called Cytoscape. From 10 IT-side actor Then to answer the question, this research uses Social
nodes and 5 business-side actor nodes, it has been found which Network Analysis (SNA). Specifically, both type of SNA,
node has the highest betweenness, closeness, and stress the one-mode network and bipartite graph to visualizing
centrality and what it affects the communication network. In
knowledge flow and need in the IT department development
addition, potential knowledge contributors and actors’ interest
process.
in different types of knowledge are also identified. Further
research will describe how knowledge management strategies Learning from Wang et al [4] and Xiang et al [5], to be
are shaped based on these findings. able to perform SNA it is necessary to first identify the nodes
involved, both identification of the classification of nodes
Keywords—social network analysis, one-mode network, and their connection can be seen by observing the activities
bipartite network, knowledge management, project management they usually do. The nodes involved can also be of different
I. INTRODUCTION types and have special relationships such as 'generate' and
'generated by' - not just node 1 connected to node 2, an
As an enabler, the department of IT in an organization example of its potential use in research cases such as
must be able to harmonize the technology approach used Rachman and Ratnayake's knowledge flow [6]. The
with the business value that it wants to obtain. In doing so, contribution of this research is insight for the organization on
either or both in-depth and cross-disciplinary knowledge is which actors need attention and can be empowered more -
required. The problem is that knowledges is resided in many which are the critical success variables [7][8] in the flow of
nodes. Making it a challenge to gather and make use of this knowledge, and which knowledge is considered important
scattered capital. This is the case that occurred in the KLG IT and can be contributed by the actors. This insight is expected
department. KLG itself is a corporate from Indonesia whose to be the basis for consideration of knowledge management
business is non-IT disciplined, instead, primarily in the strategies, especially, knowledge capture model. Several
distributor and retail industry. tools that can be used to visualize and run analysis, in the
Regarding dynamic nature of the organizational form of GUI or library used in programming, include Gephi,
knowledge, this study is related to Intellectual Capital (IC) Cytoscape, NodeXL, Pajek, IGraph and SocNetV [9][10]. In
which is the intangible (or less intangible) value of an this research, Cytoscape is used because it is easier to
organization, a combination of human knowledge and skill visualize bipartite graphs without additional plugins.
capital, structural/organizational capital, and social capital After explained the background of the study, the next
that embedded in relationships and interactions between chapter contains related literature. The methodology
individuals [1][2]. What the organization have done in explained in the 3rd Chapter, whilst analysis and result
relation to this need as pointed out in the KLG IT presented in the 4th Chapter, then closed with the conclusion.
Department 2021 Work Plan is to create a file repository that
more closely resembles a Document Management System II. LITERATURE STUDY
(DMS), and that can only accommodate explicit knowledge.
The tacit knowledge that moves the organization have A. Knowledge Management in Organization
potential to be lost because it has never been captured and Knowledge Management (KM) is a management
stored. Fortunately, the challenge can actually turn to be the discipline that seeks to influence the processing of
strength against the competitive industrial world if the IT knowledge [11]. The goal of knowledge management is to
department able to utilize intellectual capital with the help of improve the extent to which knowledge aids in achieving
knowledge management capabilities [3][1]. The use of corporate objectives and/or other objectives, for example,
increasing the impact of knowledge cost-effectively, such information sharing, not every stakeholder has sufficient
that the benefits of knowledge management exceed the costs understanding or passion for it. They stated that a realistic
of doing so. “The things needed” in activities involved in collaboration-driven mode centered on information sharing
KM processes is discover new knowledge, capture existing can help smart industrial parks flourish sustainably, then use
knowledge, share with others, or apply it [1]. the SNA to recognize cooperation promoters. Survey
questionnaires were given to a number of experts in smart
B. Knowledge Capture in IT Development Department industrial parks in order to identify promoters and promoted
Knowledge capture may be defined as the process of items in the cooperative process. They were given a five-
retrieving either explicit or tacit knowledge that lies within point scale to use in their replies. In the Technical Integrity
individuals, artifacts, or organizational entities. It could also Management System (TIMS) development process,
be found beyond the organization, such as among Rachman and Ratnayake [6] use SNA as a technique to
consultants, competitors, customers, suppliers, and prior visualize knowledge and information flow. The
employers of the organization’s new employees [1]. The questionnaire is used to collect network data and learn about
objective of KM Capture is increasing productivity and respondents' connections to others, especially when the
reducing costs are important things in an organization [12] actors are people. The whole network method necessitates
and develop an effective process to capture tacit or explicit the collection of data on all the relationships in a population
knowledge gained from the project [11][13]. KM Capture of actors within the organization in consideration.
also carried out to anticipate experienced personnel leave and
new personnel are introduced, a lack of sufficient knowledge Specifically on the treatment of the role, Issac and
retention introduces inefficiency in project development [14]. Thomas [7] using SNA finds that a holistic information
exchange network for the whole set of research academics is
IT Development Department in a company is always built, and the network's and departments' centrality aspects
associated with project management. In a project, there are 4 are studied, resulting to a road map that considers who to
main domains namely, people, organizational, process, and placate and who to avoid. The publication by Kasztler and
technical [15]. Each interrelated domain has knowledge in it Leitner [8] outlines the SNA approach and its ability to
and KM capture is expected to be a solution so that discover IC value drivers. The links between various critical
knowledge can be managed properly. success variables and organizational outcomes are thus
shown as a graph, and their interactions are studied using
C. Social Network Analysis
specialized SNA indicators in order to determine optimal IC
Social Network Analysis (SNA) represents a relevant control elements.
guide to comprehend the evaluations of organizational
dynamics in both qualitative and quantitative terms [16]. III. METHODOLOGY
SNA is defined as the mapping and measurement of linkages Compiled based on previous related work, the research
and flows between information processing units. While it
methodology used for this study is as shown in Fig. 1.
was first primarily used to investigate individual and social
group structures and behaviors, it is now utilized in far more Problem Data Mapping Knowledge
complicated sectors such as the economy, commerce, health, Definition Collection Node
and banking [17].
The more frequently type of SNA used is the ‘one-more Conclusion SNA Create Network Graph
networks’, which nodes are on the same aggregate level as
Fig 1. Research Process
each other: For example, they may be all persons, all
organizations, or all countries. On the other hand, there is
1) Problem Definition: The initial stage is to analyze
also the so-called ‘bipartite network’ or ‘bipartite graph’ that
could have two sets of nodes at different levels of the gap between problems and expectations related to
aggregation, and ties indicate membership or participation by knowledge management in the IT department of KLG. As in
members of one set in the other. For example, individuals (a the introduction, to be able to apply knowledge
set of nodes) have ties to each organization (another set of management, first of all, it starts from knowledge capture.
nodes) to which they belong [18]. But the question that needs to be answered before making
D. Related Works knowledge management model or/and strategy, which is
raised to be a research question, is what knowledge needs to
Research on Social Network Analytics (SNA) itself has be captured, who plays and has an interest in that
been widely conducted; each studies have their respective
goals. The following relates to the research topic raised: knowledge, and how important they are in the network.
2) Data Collection: The main data was obtained
Related to the methodology. Wang et al [4] uses SNA to through study of KLG's internal documents, interview, for
adequately analyze dynamic changes in stakeholders and then coupled with questionnaire to IT department employees
their relationships. The work breakdown structure (WBS) as they represent nodes that are the subject of this research.
was used in the first step. WBS used to organize a single
Literature review carried out throughout the study to find
project into 4 levels, namely project name, stage, process,
and activity. Second step, identify the stakeholders via best practices based on similar research.
interview and survey, followed by forming a social network 3) Mapping Knowledge Node: Data that has been
based on information obtained. Discovery of the SNA obtained will be mapped using spreadsheet application. The
provide network-level (network size-density-diameter, result of this mapping is actors and knowledge nodes.
average degree, clustering coefficient) and node-level 4) Create Network Graph: Networks will be created
(degree-betweenness-closeness centrality) insight. Xiang et based on the nodes and their connection. The tool used for
al [5] highlighting the issue that, despite improvements in this stage is Cytoscape. Cytoscape is a software platform
that allows us to visualize networks, integrate them with any within a corporation, designing solutions for the problem
type of attribute data, and perform analysis. Cytoscape gaps, up until release oversees the functional realization of
applicated for a wide range of issue fields, including the product while continuously updating the documentation.
bioinformatics, social network analysis, and semantic web. 2) Project Manager (PM): In charge of planning and
5) Social Network Analysis: The results of the controlling within the project scope. Ensure project delivery
network graph will be analyzed to understand the current on time, within budget, and achieving the expected goals.
pattern of communication and its potential. 3) IT Operation & Support: Monitoring, daily checks,
6) Conclusion: The final stage will explain the minor repairs/changes, minor application upgrades/patches
conclusion from the results of the analysis. for specialists, and preventive maintenance. In addition, it
provides tier 1 support for physical infrastructure and
IV. ANALYSIS AND RESULT environments and end-user computing environments for all
As mentioned in the previous section, first, we performed enterprise functions and Business Unit.
social network analysis to understand the network patterns of 4) Developer: Translate the FA design into an
knowledge exchange in KLG. This is done by identifying the application product. Particularly in KLG, developers are
nodes that play a role in the transaction, for then identifying heavily involved in architectural design to provide technical
possible relationships between nodes. Second, using the
information and suggestions.
same node, we perform more specific approach with bipartite
network analysis to emphasizing relationships between nodes 5) Data Management: Ensure data quality and
to the type of knowledge it can contribute. governance. Coordinate with business heads/users regarding
the need for data availability and reprocessing.
A. Data Collection 6) Network: Develop and maintain the IT network
Data collection methodology is done through interview, topology document. Establishing, developing, and
document studies and questionnaires. The interview was maintaining computer networks between organizations,
conducted with the project lead of the new repository to including the network equipment.
clarify the problem statement of current needs, identifying 7) Data Center: Develop and overseeing the data center
types of knowledge that are important to the company, also
architecture, topology and operation. Fix any issue related,
node and their relationships according to the interviewee
perspective. Internal document used to dig up the truth of the also, perform disaster recovery operations and record
information, especially the types of knowledge and potential backups (cooperate with network and/or hardware/system
node. Finally, questionnaires are distributed to employees admin team) when required.
who are considered nodes based on their role in the company 8) Hardware: Installing and upgrading computer
to confirm their communication patterns at work. components and software, managing virtual servers, and
As for the types of considered important knowledge for integrating automated processes are all tasks that need to be
the organization that have been identified, namely: completed. Provide documentation and technical
1) IT Strategy and Planning: Short and long term IT specifications to IT staff for planning and implementing new
Strategic Plan in line with company-wide strategy, which or upgrades of IT infrastructure.
comprise of, at min, IT Vision Mission, IT Architecture, 9) IT Managerial: Responsible to formulate,
Strategic IT Initiatives and Implementation Roadmap. maintaining, and executing short and long-term IT Strategic
2) IT Risk, Security and Compliance (RSC): Plan in line with the company-wide strategy. Ensure
Associated with security policies and processes to provide effective IT organization, people development, and
quality assurance and control. performance management of IT Teams and adapt to an agile
3) IT Business Integration and Development and iterative team environment.
Maintenance: All knowledge related to the process of 10) Risk, Security and Compliance (RSC): Manage the
developing and maintaining IT applications. department’s security and compliance policies and provide
4) Sharing Knowledge: All knowledge in the form of guidance on their use.
discussion activities, presentations, tutors, and others.
5) IT Data and Analytics: Data analysis results and Node from business side in KLG, consist:
reports used in IT operations, management, and strategies. 1) Business Process Improvement (BPI): Have the
6) IT Support: All knowledge related to activities of authority to redesign the process, associated with their
providing application support and maintenance. responsibility to continuously analyzing business procedures
7) IT Training: All knowledge in the form of training in order to find areas where accuracy, effectiveness, and/or
programs and continuous learning for all IT teams. efficiency can be improved.
2) Product Owner: PO in KLG, more business-
The nodes, the actors—individuals, groups, or things— oriented than IT, responsible to maximize the business
that make up the network [19], divided into two, who are the outcomes of the product.
main contributors in defining IT knowledge is internal IT and 3) Board of Director: Secure success by directing the
who contribute from a non-IT point of view are from the company's activities collectively while addressing the needs
business side. Node from internal IT in KLG, consist of: of its shareholders and other important stakeholders.
1) Functional Analyst (FA): To fulfill user need within 4) Risk Management: In charge of planning,
the scope of application development, FA connects the users organizing, leading, and controlling the organization's
and the technical teams. Analyzing and evaluate processes activities to minimize the company's revenue risk.
 5) Business User: It could be anyone from business There are two subjects, namely "Node Representative"
side who has direct interest/involvement with certain IT which is the number of people who represent each node, and
products or services, e.g. salesforce, technicians, etc. "Length of Work" which the number of people based on the
length of work at KLG. The questionnaire data collected on
Paths or edges between nodes, first, described through 28-31 May 2021 came from 27 respondents out of 174 total
the externalization of the interviewee's insight and then employees of the KLG IT department, which means 15.5%
refined through the results of the questionnaire. As seen on data sample in Table 2.
Table 1 the network questions asked to the participants
include Node In-Degree (NIN) and Node Out Degree TABLE II. QUESTIONNAIRE DEMOGRAPHICS
(NOUT) to shows which nodes communicate with them and Subject Parameter Qty
FA 5
in what direction. The questionnaire also asked PM 2
psychometric questions, namely Psychometric Knowledge IT Ops & Support 1
in Terms of Needs (PKTN) and Psychometric Knowledge in Developer 10
Data Management 2
Terms of Contribution (PKTC) to see other node levels of Node Representative
Network 1
influence to their work, communication frequency, and their Data Center 1
potential contribution in particular knowledge type. Hardware 3
IT Managerial 1
RSC 1
TABLE I. NETWORK AND PSYCHOMETRIC QUESTIONS =< 1 year 8
Network Questions =< 5 year 13
Length of Work
Code Questions Networks =< 10 year 4
Who do you usually refer (e.g., seek/improve > 10 years 2
Work communication
NIN solutions, get referrals or confirmations, quote
network
policies) about work?
Who usually comes to you or contacts you (e.g.,
B. SNA: Between Actor Nodes
NOUT to seek/improve solutions, change requirements,
Work communication The fifteen nodes identified in previous stage are
network
and change business processes) about work? described in terms of their directed connectivity as seen on
Psychometric Question Fig. 2 using a visualization and social network analysis tool
Code Question Scale
“No need” to “Need” called Cytoscape. There are total 218 edges, whose details of
PKTN How much do you need this type of knowledge?
5 points their relationship as a network can be seen more precisely in
PKTC
From this type of knowledge that you can “Unlikely” to Table 3. It should be noted that this network focuses on the
potentially contribute? “Potential” 5 points
point of view of the IT department, so that the involvement
of the business side is also seen from that point of view.
Table 2 shows the demographics of the respondents who
filled out the questionnaire.

Fig 2. KLG IT Department Social Network Graph

TABLE III. KLG IT DEPARTMENT SOCIAL NETWORK FINDING

Average Neighbour Partner
In- Out- Edge Betweenness Closeness Clustering Eccent
Node Shortest Path hood Of Multi Edged Stress
degree degree Count Centrality Centrality Coefficient ricity
Length Connectivity Node Pairs
FA 13 10 23 1.285714 1.099369 0.777778 0.512821 2 8.923077 10 796
PM 13 10 23 1.285714 1.099369 0.777778 0.512821 2 8.923077 10 796
IT Ops & Support 11 12 23 1.142857 1.036915 0.875 0.525641 2 9 10 696
Developer 8 10 18 1.285714 0.237399 0.777778 0.681818 2 9.909091 7 236
Data Management 4 2 6 2.142857 0.060368 0.466667 0.65 4 9.8 1 64
Network 9 6 15 1.642857 0.066151 0.608696 0.819444 3 10.55556 6 81
Data Center 10 9 19 1.428571 0.363922 0.7 0.666667 3 9.9 9 262
Hardware 7 6 13 1.714286 0.012088 0.583333 0.952381 3 11.28571 6 12
IT Managerial 8 9 17 1.428571 0.625852 0.7 0.583333 3 9.777778 8 478
RSC 5 7 12 1.5 0.245421 0.666667 0.708333 2 10.11111 3 190
BPI 5 8 13 1.428571 0.750827 0.7 0.541667 2 9.444444 4 531
PO 6 4 10 1.857143 0.048077 0.538462 0.714286 3 10.57143 3 48
Business Directors 2 4 6 1.785714 0.01511 0.56 0.9 3 11.4 1 11
Business User 7 9 16 1.5 0.163309 0.666667 0.644444 3 9.7 6 135
Risk Management 1 3 4 1.928571 0 0.518519 0.833333 3 11 0 0
 The first thing that can be seen is the identical results friends of the node are friends with each other. The results of
obtained for the Functional Analyst (FA) and Project this measurement can also be seen in Table 3.
Manager (PM) nodes. This was to be expected, quoted from
the interview, the source said “Here, FA are often double as Finally, the stress centrality measures the amount of
PM, so the other teams it works with may have difficulty communication that passes an element in an all-to-all
distinguishing the two”. Facts on the ground, in some scenario. The highest score is on FA and PM, then IT Ops &
projects FA and PM can be 2 different people, but often the Support and IT Managerial followed by Data Center,
functions are assigned to the same person. In the Developer, RSC, Network, Data Management and the
questionnaire, the representative nodes are more familiar smallest is Hardware. High stress number does not always
with FA, although those who have experience working with suggest that the node is vital for sustaining the connection
these 2 types of nodes still show that FA and PM have a between nodes whose pathways pass through it. It is possible
similar connection. for two nodes to be connected by alternative shortest
pathways that do not pass through the node. When contrasted
The importance of a node in a network may be to the graph's average stress value, which is produced by
determined by its in and out degree centrality [20]. In-degree averaging the stress values of all nodes in the graph, high and
measures number of other nodes that have received support low values are more relevant [24].
from the node, in reverse, out-degree measures the number of
other nodes the node has endorsed [21]. FA and PM are the C. SNA: Bipartite Graph
most prestigious nodes characterized by the largest in-degree Bipartite network links occur only between nodes of
value (13), followed in sequence by IT Ops & Support (11), different kinds, not between nodes of the same kind (e.g.
Data Center (10), Network (9), Developer and Managerial people related to other people) [25][26] as in prior SNA. In
(8), Hardware (7) RSC (5) and Data Management (4). fact, many complex networks are made of real-world data
Regarding the opposite direction, IT Ops & Support are the structured in a bipartite manner [27]. Especially in this case,
most gregarious in work node characterized by the largest it is used to describe the relationship between the
out-degree value (12), followed in sequence by FA, PM and people/actor node and the knowledge type node in relation to
developer (10), Data Center and Managerial (9), RSC (7), the possibility of being a producer and the need as a
Network and Hardware (6) and Data Management (2). consumer.
The graph is divided into two, based on the direction.
Although popularity is significant, it is not the only factor Fig. 3 shows potential contributors, concentrated on actor
to consider. Betweenness centrality is a metric that represents node out-degree. The number of knowledge types that the
a different kind of significance: the extent to which a given actor/contributor node can contribute can be seen in Table 4.
vertex is located on the shortest pathways connecting other Fig. 4 shows who the knowledge recipients are specific by
vertices [21]. Another way to think about centrality is the the type. Unexpectedly, turns out that the results show that
importance of nodes in linking other nodes. In other words, all nodes think they need all of these knowledge types.
the absence of nodes with high betweenness centrality would
break apart the network. From the findings, it can be seen
that for the case of the KLG IT department, the nodes with
the largest betweenness are aligned with nodes with
relatively many degrees namely FA, PM and IT Ops &
Support. Even so, Hardware with a rather decent degree, not
as little as Data Management, turns out to have the smallest
betweenness. This means that other nodes do not have a high
communication dependency [20] on Hardware node.
Then to measure of reach, is the speed with which
information can reach other nodes from a given starting node
use closeness centrality. IT Ops & Support followed by FA,
PM and developer being the fastest, Managerial and Data
Center, RSC and Network, only then only then by Hardware Fig 3. Knowledge-Contributor Relationship Graph
and Data Management. Why Data Management is the last
one in this matter can also be seen through its average TABLE IV. KNOWLEDGE-CONTRIBUTOR RELATIONSHIP FINDING
shortest path length value. Its average shortest path length
Node Out-degree
value is 2, bigger than other nodes. Another way to measure FA 5
reach or distance, arguably as a much simpler notion than PM 7
closeness [22], is eccentricity. The eccentricity result also IT Ops & Support 1
Developer 4
finds Data Management as the farthest. Data Management 1
Network 7
It's also useful to consider how a network develops over Data Center 7
time, concept called triadic closure saying “If two people in a Hardware 3
social network have a colleague in common, there's a good IT Managerial 7
chance they'll become acquaintances at some time in the RSC 7
future” [23]. This pattern is actually seen in the detailed
results of the questionnaire where representatives who work
longer generally communicate with a greater variety of
nodes. Using triadic closure simple measure, clustering
coefficient define probability of two randomly selected
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