Knowledge Construction by Users: A Content Analysis Framework and A Knowledge Construction Process Model for Virtual Product User Communities

Purpose–The purpose of this study is to develop a content analysis framework and from that derive a process model of knowledge construction in the context of virtual product user communities, organization sponsored online forums where product users collaboratively construct knowledge to solve their technical problems. Design/methodology/approach–The study is based on a deductive, qualitative content analysis of discussion threads about solving technical problems selected from a series of virtual product user communities. This data is complemented with thematic analysis of interviews with forum members. Findings–This research develops a content analysis framework for knowledge construction. It is based on a combination of existing codes derived from frameworks developed for Computer Supported Collaborative Learning (CSCL) and new categories identified from the data. Analysis using this framework allows the authors to propose a knowledge construction process model showing how these elements are organised around a typical “trial-and-error” knowledge construction strategy. Practical Implications–The research makes suggestions about organizations’ management of knowledge activities in virtual product user communities, including moderators’ roles in facilitation. Originality/Value– The paper outlines a new framework for analysing knowledge activities where there is a low level of critical thinking and a model of knowledge construction by trial and error. The new framework and model can be applied in other similar contexts.