Internet‐based knowledge acquisition: Task complexity and performance

Internet tools used as knowledge retrieval mechanisms can be beneficial for knowledge acquisition (KA). This study applies the concepts of decisional guidance and restrictiveness to three commonly used tools to predict perceived information overload, task quality, and task speed for tasks that differ in complexity. In an experimental setting we find that less restrictive pull systems (i.e., web directories and Google search) increased quality in high‐complexity tasks over more restrictive push systems (i.e., listservs) and lowered perceived information overload in both low‐ and high‐complexity tasks. In low‐complexity tasks, subjects using predefined guidance (i.e., listservs and web directories) performed better and faster than those using participative guidance (i.e., Google search). In high‐complexity tasks, participative guidance provided lower perceived information overload and higher task quality. Implications for research and practice are discussed.