Abstract

Western organizational culture, in part founded on the scientific management (Taylorist) techniques employed by Henry Ford, tends to emphasize the capture and control of explicit forms of knowledge, and technological advancement has encouraged this tendency. This is apparent within hegemonic business practices (e.g. ITIL IT Service Management processes) which emphasize quantitative data collection. In contrast, managers are often frustrated by an inability to take control of tacit forms of knowledge, embodied within the worker and acknowledged as important for organizational success, yet resistant to effective quantitative data collection.
As a business school researcher I was faced with the challenge of deciding upon a research method that would enable my interpretations to be both credible within the academic community and accessible and acceptable within the IT Service Management practitioner community.
By close observation of specific work activity as it is experienced by the IT support worker, recording as much data as possible relating to the cerebral and sensory experience of the worker, the research attempts to draw diagrammatic patterns that provide some clarity for managers over the forms of knowledge that are used by a worker or team.
The paper reflexively considers this qualitative research from the different life-world perspectives of the researcher-perceived academic and practitioner recipients of the research, seeking credibility, accessibility and acceptability across these life-worlds whilst maintaining researcher integrity.