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A study was carried out at OILEX from September to November 1999 which examined the extent to which the organisation was capturing and sharing its knowledge and experience. Evidence suggested that OILEX was capturing its experience, but sharing of this experience is limited. There was a need to recognise at top level that transforming “individual experience” into “corporate knowledge” is critical to the long‐term competitiveness of the organisation. This paper outlines approaches to knowledge capture and sharing within OILEX at present, and discusses the recommendations that were made in ways of levering the organisation's competitiveness for the future. External factors such as general trends in the industry, falling recruitment, an ageing workforce and use of contract workers have all made an impact on sustaining knowledge and experience within OILEX. Internal factors such as working culture, the specific demands of project work and the organisational structure are also cited. In a competitive environment, maximising all of the company's assets is crucial. This paper suggests ways in which OILEX can benefit from individual experience through its transformation into group learning, and discusses the implications for the company in adopting a programme of capturing and sharing learning. It goes on to highlight the ways in which more effective Knowledge Management impacts directly on savings in staff time, avoids duplication of work already carried out and allows the whole organisation to learn from previous mistakes. Ultimately, such learning leads to greater efficiency and productivity. Different teams within the organisation are able to draw on the learning of others to respond more quickly to problems. They can then transfer their learning back into the knowledge pool, thereby contributing to a constantly evolving “memory bank” of experience.

Discusses the results of a telephone survey of course leaders in taught Masters‐level courses in the LIS sector in the UK, which sought to gather information about the role of the course leader and course leaders’ perceptions of that role. A response rate of 62.5 per cent was achieved. The interviews dealt with the duties of the course leader in relation to admissions, the subject content of the course, respondents’ major administrative duties, their role in managing the course and in course evaluation. Respondents were also asked what they saw as being their major successes and where they felt that improvements could be made in their funtioning. Results show that respondents were keen to participate in the survey and had strongly held views on many of the points raised. Concerns related chiefly to lack of resources and time to perform their role ably and effectively. For a number of respondents successes related primarily to interaction with students, while others were proud of achievements in management or administration of the course. There was evidence that respondents felt closely associated with the course. A significant number emphasised not the weight of this responsibility but that their responsibility was not supported by authority or executive power.

Reports on a further study using unobtrusive testing of public library reference services in Scotland by undergraduates at Robert Gordon University. For this survey, a specific item of business information on a well‐known Scottish company was requested at various public libraries. Discusses the results of the survey under the headings of: physical location and setting of the issue desk; staff attitude; response to the enquiry; reference interview; search strategy and execution; advice/ information offered; and assessment of the quality of information provided.

“Being second” refers to a state of mind, an acceptance of circumstance, being content knowing that you are living your life, and not relying on others to dictate what your “best life” should look like. Sometimes, it takes a lifetime to make this journey. This chapter recounts Battalion Chief Jodi Gabelmann’s journey to peace and pride in a well-lived career in the male-dominated, family-centric world of fire and emergency medical services. Dr Judith Glick-Smith ties Chief Gabelmann’s story to the theoretical underpinnings of her story.

Young people’s involvement should lead to research, and ultimately services, that better reflect young people’s priorities and concerns. Young people with a history of treatment for alcohol and/or drug problems were actively involved in the youth social behaviour and network therapy study. The purpose of this paper is to explore the impact of that involvement on the study and what was learnt about involving young people in drug and alcohol research.

The initial plan was to form a young people’s advisory group (YPAG), but when this proved problematic the study explored alternative approaches in collaboration with researchers and young people. Input from 17 young people informed all key elements of the study.

Involvement of young people needs to be dynamic and flexible, with sensitivity to their personal experiences. Engagement with services was crucial both in recruiting young people and supporting their ongoing engagement. This research identified a need to critically reflect on the extent to which rhetorics of participation and involvement give rise to effective and meaningful involvement for young service users. It also highlights the need for researchers to be more flexible in response to young people’s personal circumstances, particularly when those young people are “less frequently heard”.

This research highlights the need for researchers to be more flexible in response to young people’s personal circumstances, particularly when those young people are “less frequently heard”. It highlights the danger of young people in drug and alcohol research being unintentionally disaffected from involvement through conventional approaches and instead suggests ways in which young people could be involved in influencing if and how they participate in research.

There is an apparent contradiction between dominant discourses and cultures of health services research (including patient and public involvement) that often do not sit easily with ideas of co-production and young people-centred involvement. This paper provides an alternative approach to involvement of young people that can help to enable more meaningful and effective involvement.

The flexible and young people-centred model for involvement which emerged from this work provides a template for a different approach. This may be particularly useful for those who find current practice, such as YPAG, inaccessible.

Despite the breadth of knowledge on self and identity formation across the study of organizations, the field of organizational development and change has limited research on the construction of professional identity. Much has been written to describe the “self-concepts” of those practicing and researching in the field, but there have been no investigations that have explored how these “self-concepts” form. In addition, although women have contributed to defining the “self” in the field, men have held the dominant perspective on the subject. Thus, in this chapter, we address a disparity in the research by exploring the construction of professional identity in the field of organizational development and change, and we give voice to the renowned women who helped to build the field. Using the profiles of 17 American women included in The Palgrave Handbook of Organizational Change Thinkers, we perform a narrative analysis based upon the concepts and models prevalent in the literature on identity formation. By disentangling professional identity formation of the notable women in the field, we can begin to see the nuance and particularities involved in its construction and gain deeper understandings about effective ways to prepare individuals to work in and advance the field.

Flow-based leadership exists when leaders commit to maximizing their own peak performance (“flow”) and to facilitating the flow states of others. This results in team and organizational flow. Meaning making is what binds an organization to its purpose. A recent McKinsey study shows that when people work in flow, their productivity increases by five-fold and has the effect of elevating individual, as well as organizational, well-being. However, as leaders come and go in organizations, the commitment to a model of meaning-making and sustained peak performance can be tainted through politics, silos, and personalities as varied as the leaders themselves. How can an organization sustain a flow-based culture over long periods regardless of who is leading it. 

Georgia Smoke Diver (GSD) is an extreme, experiential training program in the fire service. There are over 1,000 GSDs as of this writing. At least 100 of these come back twice a year to help teach the class, which has about 40 students, on their own time and for no pay. They take time away from their families, often using precious vacation time, because they are committed to making firefighters better. This program changes lives. Since 1978, GSD practices mindful leadership development for growing and mentoring leaders. Their model of flow-based leadership fosters cultural intelligence and social capital to identify and nurture leaders over time. This chapter explores the dynamics of how GSD uses design principles to balance deliberate and organically driven leadership development.

Knowledge is a key success factor in achieving competitive advantage. The purpose of this paper is to examine how mobile health technology facilitates knowledge management (KM) practices to enhance a public health service in an emerging economies context. Specifically, the acceptance of a knowledge-resource application by community health workers (CHWs) to deliver breast cancer health care in India, where resources are depleted, is explored.

Fieldwork activity conducted 20 semi-structured interviews with frontline CHWs, which were analysed using an interpretive inductive approach.

The application generates knowledge as a resource that signals quality health care and yields a positive reputation for the public health service. The CHW’s acceptance of technology enables knowledge generation and knowledge capture. The design facilitates knowledge codification and knowledge transfer of breast cancer information to standardise quality patient care.

KM insights are provided for the implementation of mobile health technology for frontline health-care professionals in an emerging economies context. The knowledge-resource application can deliver breast cancer care, in localised areas with the potential for wider contexts. The outcomes are valuable for policymakers, health service managers and KM practitioners in an emerging economies context.

The legacy of the mobile heath technology is the normalisation of breast cancer discourse and the technical up-skilling of CHWs.

First, this paper contributes three propositions to KM scholarship, in a public health care, emerging economies context. Second, via an interdisciplinary theoretical lens (signalling theory and technology acceptance model), this paper offers a novel conceptualisation to illustrate how a knowledge-resource application can shape an organisation’s KM to form a resource-based competitive advantage.

The purpose of this paper is to understand the tensions that marketing practitioners in social enterprises experience, and to explore how these tensions impact the development and implementation of marketing activities.

Using an approach informed by grounded theory, this paper reports on an investigation of the tensions facing 15 social enterprises. The primary data comprises semi-structured interviews with senior marketing decision-makers, supplemented with archival sources.

The analysis shows tensions and dualities inform the social and commercial strategic marketing activities of the social enterprises. These tensions and dualities are linked to how the organization obtains financial resources, the nature of the organization’s growth, working with myriad stakeholders and competitive versus cooperative pressures. A model outlining the dualities and their links to marketing activities is developed.

The study provides an in-depth analysis of a small, regional sample of Canadian social enterprises. The study serves as a foundation for future research aimed at elaborating the model we propose.

The findings point to tensions and dualities that play an important role in enabling and restricting the development and implementation of strategic marketing activities in social enterprises. Understanding the nature of these dualities is crucial for social enterprise managers and social marketers as they develop strategic activities.

Social enterprises engage in activities that offer substantial social benefits, yet the development of marketing activities in these organizations requires confronting tensions that must be carefully managed.

This paper highlights how dualities facing marketing practitioners in social enterprises influence the development of both social and for-profit marketing activities. The paper offers a model of these dualities. The findings help to extend our understanding of the complex environmental influences impacting marketing practices within social enterprise organizations. Understanding the nature of these environmental influences helps to attune marketers to the potential opportunities and challenges of using social enterprise as an organizational form for launching social marketing programs, as well as providing a theoretical basis for future investigations of marketing practice in social enterprise and social marketing organizations.