Many companies have adopted technology driven social learning platforms such as social CRM (crowdsourcing customer support from customers) to support knowledge sharing among customers. A number of these self-evolving online customer support communities have reported the emergence of a...

We introduce a simple two-stage game of endogenous network formation and information sharing for reasoning about the optimal design of social networks like Facebook or Google+. We distinguish between unilateral and bilateral connections and between targeted and collective information sharing....