Facoltà di scienze della comunicazione

Understanding and managing knowledge-intensive conversations : an appreciative reading of the literature on conversations in organizations and an integrative approach for their management

Mengis, Jeanne ; Eppler, Martin J.

This article argues for the central role of conversations in knowledge-transformation processes in organizations. Given the importance attributed to conversations in the literature, but also the many conversational routines that often prevent knowledge creation and sharing, an integrative approach for managing knowledge-intensive conversations is needed. The article reviews the academic... Plus

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    Summary
    This article argues for the central role of conversations in knowledge-transformation processes in organizations. Given the importance attributed to conversations in the literature, but also the many conversational routines that often prevent knowledge creation and sharing, an integrative approach for managing knowledge-intensive conversations is needed. The article reviews the academic literature on conversations in order to develop a framework for conversation management and draws on contributions from the areas of knowledge management, organizational learning, decision making, and change management. The framework is used to consolidate and structure existing prescriptive research on leading effective knowledge-intensive conversations. Implications for management as well as future directions for research on conversation management conclude the article.