A comparative study of knowledge construction within online user support discussion forums in Chinese and English-language cultural contexts

Many IT companies like HP, Dell and Lenovo have established both English language and Chinese user support forums for their consumers to share and construct knowledge. The innovative knowledge generated in these virtual product user communities is valuable for companies enabling them to incorporate users' innovative insights and problems solving skills. This research compares the knowledge construction processes within such forums in English and Chinese cultural contexts. The research adopts a method combining content analysis of discussion threads where technical problems are solved, complemented by observation and thematic analysis of interviews with forum members. The results show that the cultural and language differences do not cause a big change of users' knowledge construction patterns. However, the character of Chinese language and culture can indirectly affect the process by including more social information to influence social interactions. The research suggests that more tailored facilitation strategies should be adopted in managing producer sponsored user support forums designed for different cultural regions. (C) 2016 Elsevier Ltd. All rights reserved.