Unsourcing is the transfer of an organization's customer service and
support functions from paid employees to unpaid or low-paid online communities.
Unsourcing relies upon individuals' desire to transfer knowledge. In order to encourage
non-employees' unpaid participation via unsourcing, some companies are relying on gamification
practices, rewarding active user-community members in a non-monetary fashion in exchange for
helping their peers. Such rewards can take the form of accumulated points and honorary titles.
Unsourcing can be part of an organization's larger sourcing
strategy, which might include offshore outsourcing, domestic outsourcing,
insourcing, reshoring and rightsourcing.
Contributor(s): Rachel Lebeaux
This was last updated in December 2012
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