MAPPING TACIT KNOWLEDGE SHARING CHANNELS IN A SOFTWARE TEAM: A QUALITATIVE STUDY OF INFORMAL COMMUNICATION IN THE NEEDUK TEAM

Abstract

This study analyzes the dynamics of tacit knowledge sharing within a software development team in a hybrid environment. Tacit knowledge is understood as an asset characterized by practical experience, intuition, and undocumented know-how. Because it is intrinsic to individual experience, this type of knowledge, while essential for solving complex problems and for innovation, has become especially vulnerable with the widespread adoption of remote and hybrid work models, which have imposed structural disruptions in informal communication dynamics, previously facilitated by spontaneous face-to-face interactions. The central objective of the research is to map the informal communication channels that supported the flow of tacit knowledge during the development cycle for the edtech startup Needuk. The research adopts a qualitative approach, structured as a single case study, with data collection carried out through participant observation, document analysis, and analysis of technological artifacts. The results indicate that informal communication acts as the main mitigating mechanism against team dispersion and technical isolation. It is observed that coordination around complex technologies requires the creation of spontaneous flows of knowledge exchange, which convert individual technical doubts into a shared collective repertoire. It is concluded that the recognition of these informal channels is indispensable for the success of software projects, especially in scenarios that demand rapid adaptation and high technical cohesion among members, with direct implications for knowledge management practices in agile teams.