Moreover, in spite of the rapid development and pervasive impact of new information and communication technologies, there is ample evidence that efficient exchange of information often depends heavily on opportunities for personal, face-to-face communication. For instance, in seminal work on engineers' information-seeking behavior, Allen (1977) found that their major source of information was direct contact and communication with col- leagues. The implication is that computer- based communication can substitute for personal contacts only to a limited extent.
In general, there does not seem to be much confidence in electronic communication as more than an imperfect alternative to direct, face-to-face contact. For instance, by its very nature, the transfer of tacit know-how involves demonstrations, negotiations, and collective problem-solving activities that frequently re- quire immediate, personal contact. In addition, significant new technical developments may be transferred between units because of ad hocpersonal contacts, and new ideas