Access space and digital outreach trainers case study

This paper evaluates a situation where two organisations, in the field of encouraging digital inclusion, targeted the same population with the same intent, but with different modes of engagement. This entailed reaching outward, making contacts with those to whom the benefits of the digital realm could make a significant difference to their lives. It was the aim of the Digital Outreach Trainers to enable the articulation of the tacit knowledge of that part of the population that was considered 'hard to reach'. Success would be deemed to be the number of challenged individuals who became learned as a consequence. The two ways in which this process was conducted is the subject of this paper

The obligatory passage point : abstracting the meaning in tacit knowledge

The lived experience of individuals in the workplace results in an accumulation of dispositions to act. Such dispositions have been termed knowledge [Boisot 1998]. Further, this knowledge is considered to be tacit or explicit [Baumard 1999]. Therefore tacit knowledge is one of the precursors of new knowledge. There have been a number of hypotheses as to how such knowledge is transformed into explicit knowledge [Nonaka et al 2000], and then subsequently diffused [Boisot 1998]. Moreover it is impossible to know the magnitude of tacit knowledge that is not articulated, however insightful, original or crucial it may be. The transformation to the explicit rendition can and will act as a filter in an attempt to eliminate meaningless utterances. Therefore some tacit knowledge will be lost in this process. This is an Obligatory Passage Point (OPP) a concept normally associated with Actor Network Theory [Latour 2005]. This is where the decision is made as to ‘what counts’ as legitimate knowledge and it is irreversible. This obligatory passage point is for all tacit knowledge in a community, an organization or even a nation. The case study presented comprises a small number of individuals working in a third sector environment. Although there is agreement as to what is to be achieved, the how question remains open. Despite the common concrete experiences, the tacit appreciation of the perceived action world varies significantly. A process by which an inventory of tacit knowledge can be established, abstracted and combined to act as a base to affect dispositions and expectations is described. The path to the subsequent generation of actionable knowledge is plotted which can subsequently form the basis for an intervention. The delineation between tacit knowledge and explicit knowledge in this context is explored by the application of the obligatory passage point. Utilizing the principles of language by Karl Buller the notion of legitimation is discussed. The OPP is significant because when tacit knowledge is shared, there is a process of gaining inter-subjective agreement which legitimizes the explicit representation of the tacit knowledge. The eye can see and interpret the world, but it cannot see itself. All tacit knowledge is gained through the mind’s eye. The collective minds are seeing the collective tacit knowledge of the group and agreeing

A phenomenological study of the impact of knowledge intensity and environmental velocity on in source or hosted contact centres.

Contact centres exist in order to focus the final step of the intra organisational value chain which then delivers optimalcustomer satisfaction. In this paper we analyse a centre with a view to investigating the impact of outsourcing or the inhouselocus of provision. Such centres exhibit agency/principal characteristics, bringing knowledge management into sharp focus, aspects of information intensity which impact on the organisational dynamics, and the learning of the employees. A phenomenological approach to determine the essence of the activities was deployed rather than a methodological initiative based post positivistic strategic analysis. The characteristics of contact centres investigated coalesce into two distinct categories; a framework to depict this is presented

A multi-layered approach to surfacing and analysing organisational narratives : increasing representational authenticity

This paper presents an integrated, multi-layered approach to narrative inquiry, elucidating the evolving story of organisational culture through its members and their physical, textual, linguistic and visual dialogue. A dynamic joint venture scenario within the UK hi-technology sector was explored to advance understanding of the impact of transformation level change, specifically its influence on shared belief systems, values and behavioural norms. STRIKE – STructured Interpretation of the Knowledge Environment is introduced as an innovative technique to support narrative inquiry, providing a structured, unobtrusive framework to observe, record, evaluate and articulate the organisational setting. A manifestation of narrative in physical dialogue is illuminated from which the underlying emotional narrative can be surfaced. Focus groups were conducted alongside STRIKE to acquire a first order retrospective and contemporaneous narrative of culture and enable cross-method triangulation. Attention was given to non-verbal signals such as Chronemic, Paralinguistic, Kinesic and Proxemic communication and participants were also afforded opportunities to develop creative output in order to optimise engagement. Photography was employed to enrich STRIKE observation and document focus group output, affording high evidential value whilst providing a frame of reference for reflection. These tools enable a multiplicity of perspectives on narrative as part of methological bricolage. Rich, nuanced and multi-textured understanding is developed, as well as the identification of connections, timbre and subjugated knowledge. A highly emotional and nostalgic context was established with actors’ sense of self strongly aligned with the pre-joint venture organisation and its brand values, norms and expectations. Credibility and authenticity of findings is enhanced through data triangulation indicating traceability across methods, and from the contextual preservation attained through STRIKE. The multi-layered approach presented can facilitate researcher reflexivity and sense-making, while for the audience, it may be employed to help communicate and connect research findings. In particular, STRIKE demonstrates utility, quality and efficacy as a design artefact following ex-post evaluation. This systematic method of narrative inquiry is suitable for standardisation and alongside a diagnostic/prescriptive capacity, affords both researcher and practictioner value in its application

Psychological contract and knowledge management mediated by cultural dynamics

Contact centres are the vital link in the value chain between the organisation and its customers because they offer essential front line sales and services of products. Evaluation of their success can be assessed in terms of customer retention, up selling and the promotion of the brand. This is brought into sharp focus if the centre is outsourced because of the impact of the strategic behaviour of the principal and its relation with its agents. The association of employees with the brand in outsourced operation is not as effective as in captive operations partly because communications from principal to agent are attenuated. Emotional connectivity, diagnostic skill set, requirement gathering, and knowledge are some of the most sensitive qualities required in agents working in the contact centres. These characteristics are found to differ according to whether this is in-house or outsourced operation and affect the psychological contract between the service provider and its employees. In addition, the employees are unlikely to achieve any rewards and are unable to offer any commitments to the customer in an outsourced operation; hence the “psychological contract” is breached. One of the consequences of this breach is on knowledge management. The knowledge of an employee regarding the products and services is lost with that employee’s attrition. Also employees’ then have little interest towards customer service and organizational welfare, which impacts on the customer centric goals of the principal. We argue that the psychological contract between employer and an employee and has positive influence on Knowledge Diffusion, mediated by cultural dynamics, which further contributes to the overall organizational effectiveness. This paper aims to investigate, as a pilot study, the elements of organisational culture and secondly its role in the diffusion of knowledge in contact centres, in-house and outsourced. We demonstrate how by deploying a blend of qualitative methods, it is possible to perceive the effect of each element of the cultural web on diffusion. Finally we propose a hypothesis of the role that Power Distance (Hofstede, 1980) can play, as a proxy for the Psychological Contract to leverage knowledge diffusion

An introduction to STRIKE : STRuctured Interpretation of the Knowledge Environment

Knowledge forms a critical part of the income generation of the system and the complex environment in which actors participate in the creation of knowledge assets merits robust, eclectic consideration. STRIKE - STRuctured Interpretation of the Knowledge Environment affords an unobtrusive and systematic framework to observe, record, evaluate and articulate concrete and abstract elements of a setting, across internal and external dimensions. Inter-relationships between actor and environment are preserved. STRIKE is supported by underlying techniques to enrich data and enhance the authenticity of its representation. Adoption of photography and videography tools provides illustrative and interpretive benefits and facilitates researcher reflexivity. This structured approach to data analysis and evaluation mitigates criticisms of methodological rigour in observational research and affords standardisation potential, germane for application in a verification or longitudinal capacity. Advancing exploratory validation studies, the method is employed to evaluate the knowledge environments of two enterprises in the UK creative sector. These occupy a critical role in fostering entrepreneurial innovation alongside participant self-efficacy. Access Space in Sheffield and the Bristol Hackspace are committed to open software, open knowledge and open participation; sharing peer learning, creativity and socio-technical aims to address broadly similar community needs. Drawing on Wittgenstein’s Picture Theory of Meaning, the knowledge management perspective is abstracted from the STRIKE assessment. It is argued that the tiered analytical approach which considers a breadth of dimensions enhances representation and interpretation of the knowledge environment and presents a diagnostic and prescriptive capability to actualise change. The paper concludes by evaluating framework effectiveness, findings application and future direction