{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,28]],"date-time":"2026-04-28T12:21:13Z","timestamp":1777378873514,"version":"3.51.4"},"reference-count":36,"publisher":"Emerald","issue":"3","license":[{"start":{"date-parts":[[2003,6,1]],"date-time":"2003-06-01T00:00:00Z","timestamp":1054425600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2003,6,1]]},"abstract":"<jats:p>Purveyors of knowledge management software have a disconcerting tendency to promote the myth that all problems may be solved by more powerful tools for the exchange of information in the workplace. This fallacy is based on the faulty assumption that knowledge management is about the management of knowledge (as if knowledge were a commodity that could be managed), as opposed to the management of people whose work depends critically on what they know. The origins of knowledge management are far more firmly rooted in the psychological legacy of organizational communication than they are in the technological legacy of information management systems. However, even organizational communication is an inadequate foundation, since various schools of thought in social theory, particularly the structuration theory of Anthony Giddens, inform us that interaction (in the workplace or in any other social setting) is not strictly limited to communication. Knowledge management thus requires moving beyond simplistic models of information exchange to more challenging problems of leveraging social interaction to the advantage of the enterprise. This paper focuses on the claim of structuration theory that the dimension of communication should be supplemented with additional dimensions of power and sanction. This perspective is then examined in light of a case study of crisis management practices, and the case study provides a basis for addressing implications for technological support.<\/jats:p>","DOI":"10.1108\/14637150310477920","type":"journal-article","created":{"date-parts":[[2003,6,19]],"date-time":"2003-06-19T03:07:40Z","timestamp":1055992060000},"page":"337-353","source":"Crossref","is-referenced-by-count":21,"title":["Interaction management"],"prefix":"10.1108","volume":"9","author":[{"given":"Stephen W.","family":"Smoliar","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2022012320071563500_b1","unstructured":"Arnheim, L. A. (1996), Summary of Proceedings in Collaborative Filtering Workshop, March 16, Berkeley, CA, available at: www.sims.berkeley.edu\/resources\/collab\/collab\u2010report.html"},{"key":"key2022012320071563500_b2","unstructured":"Barthes, R. (1973), Elements of Semiology, Lavers, A. and Smith, C. (Trans.), Hill and Wang, New York, NY."},{"key":"key2022012320071563500_b3","unstructured":"Bobrow, D.G. (1991), \u201cDimensions of interaction\u201d, AI Magazine, Fall, pp. 64\u201080."},{"key":"key2022012320071563500_b4","unstructured":"Card, S.K., Mackinlay, J.D. and Shneiderman, B. (1999), Readings in Information Visualization: Using Vision to Think, Morgan Kaufmann, San Francisco, CA."},{"key":"key2022012320071563500_b6","doi-asserted-by":"crossref","unstructured":"Churchill, E.F., Cook, L., Hodgson, P., Prevost, S. and Sullivan, J. (2000a), \u201cMay I help you? Designing embodied conversational agent allies\u201d, in Cassell, J. (Eds), Embodied Conversational Agents, MIT Press, Cambridge, MA.","DOI":"10.7551\/mitpress\/2697.003.0005"},{"key":"key2022012320071563500_b5","doi-asserted-by":"crossref","unstructured":"Churchill, E.F., Trevor, J., Bly, S., Nelson, L. and Cubranic, D. (2000b), \u201cAnchored conversations: chatting in the context of a document\u201d, in CHI 2000 Conference Proceedings, ACM Press, New York, NY, pp. 454\u201061.","DOI":"10.1145\/332040.332475"},{"key":"key2022012320071563500_b7","unstructured":"Collins, R. (1998), The Sociology of Philosophies: A Global Theory of Intellectual Change, Harvard University Press, Cambridge, MA."},{"key":"key2022012320071563500_b8","doi-asserted-by":"crossref","unstructured":"Cook, S.D.N. and Yanow, D. (1993), \u201cCulture and organizational learning\u201d, Journal of Management Inquiry, Vol. 2 No. 4, pp. 373\u201090.","DOI":"10.1177\/105649269324010"},{"key":"key2022012320071563500_b9","unstructured":"Corcoran, E. (2000), \u201cBrown's law\u201d, Forbes, March, available at: www.forbes.com\/forbes\/2000\/0306\/6506052a.html;$sessionid$IS0ABPQAAH4R3QFIAGWCFFQ."},{"key":"key2022012320071563500_b10","doi-asserted-by":"crossref","unstructured":"Davenport, T.H. (1997), Information Ecology: Mastering the Information and Knowledge Environment, Oxford University Press, New York, NY.","DOI":"10.1093\/oso\/9780195111682.001.0001"},{"key":"key2022012320071563500_b11","unstructured":"Davenport, T.H. and Prusak, L. (1998), Working Knowledge: How Organizations Manage What They Know, Harvard Business School Press, Boston, MA."},{"key":"key2022012320071563500_b12","doi-asserted-by":"crossref","unstructured":"Descartes, R. (1985), \u201cDiscourse on the method\u201d, in Stoothoff, R. (Trans.), The Philosophical Writings of Descartes, Cambridge University Press, Cambridge, Vol. I,.","DOI":"10.1017\/CBO9780511818998"},{"key":"key2022012320071563500_b13","unstructured":"Dickson, P. (1981), The Official Rules, Tiews, K. (Illustrator), Dell, New York, NY."},{"key":"key2022012320071563500_b14","unstructured":"Drucker, P.F. (1964), Managing for Results, Harper, New York, NY."},{"key":"key2022012320071563500_b15","unstructured":"Foucault, M. (1976), The Archaeology of Knowledge, A. M. Sheridan Smith (Translator), Harper, New York, NY."},{"key":"key2022012320071563500_b16","doi-asserted-by":"crossref","unstructured":"Giddens, A. (1979), Agency, Structure, in Central Problems in Social Theory: Action, Structure and Contradiction in Social Analysis, University of California Press, Berkeley, CA.","DOI":"10.1007\/978-1-349-16161-4_3"},{"key":"key2022012320071563500_b17","unstructured":"Giddens, A. (1984), The Constitution of Society: Outline of the Theory of Structuration, University of California Press, Berkeley, CA."},{"key":"key2022012320071563500_b18","doi-asserted-by":"crossref","unstructured":"Grinter, R.E. (2000), \u201cWorkflow systems: occasions for success and failure\u201d, Computer Supported Cooperative Work, Vol. 9 No. 2, pp. 189\u2010214.","DOI":"10.1023\/A:1008719814496"},{"key":"key2022012320071563500_b19","unstructured":"Grove, A.S. (1983), High Output Management, Random House, New York, NY."},{"key":"key2022012320071563500_b20","unstructured":"Grove, A.S. (1996), Only the Paranoid Survive: How to Exploit the Crisis Points that Challenge Every Company and Career, Currency Doubleday, New York, NY."},{"key":"key2022012320071563500_b21","unstructured":"Hayek, F.A. (1945), \u201cThe use of knowledge in society\u201d, The American Economic Review, Vol. 35 No. 4, pp. 519\u201030."},{"key":"key2022012320071563500_b22","doi-asserted-by":"crossref","unstructured":"Machlup, F. (1980\u20101984), Knowledge: Its Creation, Distribution, and Economic Significance, Princeton University Press, Princeton, NJ.","DOI":"10.1515\/9781400856022"},{"key":"key2022012320071563500_b23","unstructured":"Mannheim, K. (1985), Ideology and Utopia: An Introduction to the Sociology of Knowledge, Wirth, L. and Shils, E. (Translators), Harcourt Brace & Company, San Diego, CA."},{"key":"key2022012320071563500_b24","doi-asserted-by":"crossref","unstructured":"Nonaka, I. and Takeuchi, H. (1995), The Knowledge\u2010Creating Company: How Japanese Companies Create the Dynamics of Innovation, Oxford University Press, New York, NY.","DOI":"10.1016\/0024-6301(96)81509-3"},{"key":"key2022012320071563500_b25","unstructured":"Plato (1963), The Collected Dialogues of Plato Including the Letters, Cornford, F.M (Translator), Princeton University Press, Princeton, NJ."},{"key":"key2022012320071563500_b26","unstructured":"Poole, M.S. (1985), \u201cCommunication and organizational climates: review, critique, and a new perspective\u201d, in McPhee, R.D. and Tompkins, P.K. (Eds), Organizational Communication: Traditional Themes and New Directions, Sage Publications, Beverly Hills, CA."},{"key":"key2022012320071563500_b27","doi-asserted-by":"crossref","unstructured":"Putnam, R.D. (1995), \u201cTuning in, tuning out: the strange disappearance of social capital in America\u201d, Political Science & Politics, December, pp. 664\u201083.","DOI":"10.1017\/S1049096500058856"},{"key":"key2022012320071563500_b28","doi-asserted-by":"crossref","unstructured":"Quinn, J.B. (1992), Intelligent Enterprise: A Knowledge and Service Based Paradigm for Industry, Free Press, New York, NY.","DOI":"10.5465\/ame.1992.4274474"},{"key":"key2022012320071563500_b29","unstructured":"Redding, W.C. (1972), Communication Within the Organization: An Interpretive Review of Theory and Research, Industrial Communication Council, New York, NY."},{"key":"key2022012320071563500_b30","unstructured":"Smith, R.G. and Farquhar, A. (2000), \u201cThe road ahead for knowledge management: an AI perspective\u201d, AI Magazine, Winter, pp. 17\u201040."},{"key":"key2022012320071563500_b31","unstructured":"Smoliar, S.W. (2002), \u201cThe value of social computing in implementing EDMS\/ERS\u201d, unpublished lecture delivered at DocuShowXtraordinaire, Fuji Xerox Singapore, March, p. 22."},{"key":"key2022012320071563500_b32","unstructured":"Smoliar, S.W. and Sprague, R. (2002), \u201cCommunication and understanding in decision support\u201d, in Proceedings: International Conference on Decision Making and Decision Support in the Internet Age (DSI\u2010Age)."},{"key":"key2022012320071563500_b33","doi-asserted-by":"crossref","unstructured":"Star, S.L. and Griesemer, J.R. (1989), \u201cInstitutional ecology, \u2018translations\u2019 and boundary objects: amateurs and professionals in Berkeley's Museum of Vertebrate Zoology, 1907\u201339\u201d, Social Studies of Science, Vol. 19, pp. 387\u2010420.","DOI":"10.1177\/030631289019003001"},{"key":"key2022012320071563500_b34","unstructured":"Taylor, F.W. (1911), The Principles of Scientific Management, Harper, New York, NY."},{"key":"key2022012320071563500_b35","doi-asserted-by":"crossref","unstructured":"Wenger, E. (1998), Communities of Practice: Learning, Meaning, and Identity, Cambridge University Press, New York, NY.","DOI":"10.1017\/CBO9780511803932"},{"key":"key2022012320071563500_b36","doi-asserted-by":"crossref","unstructured":"Yates, J. and Orlikowski, W.J. (1992), \u201cGenres of organizational communication: a structurational approach to studying communication and media\u201d, Academy of Management Review, Vol. 17 No. 2, pp. 299\u2010326.","DOI":"10.5465\/amr.1992.4279545"}],"container-title":["Business Process Management Journal"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/14637150310477920","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/14637150310477920\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/14637150310477920\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,25]],"date-time":"2025-07-25T00:35:34Z","timestamp":1753403734000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/bpmj\/article\/9\/3\/337-353\/257773"}},"subtitle":["The next (and necessary) step beyond knowledge management"],"short-title":[],"issued":{"date-parts":[[2003,6,1]]},"references-count":36,"journal-issue":{"issue":"3","published-print":{"date-parts":[[2003,6,1]]}},"alternative-id":["10.1108\/14637150310477920"],"URL":"https:\/\/doi.org\/10.1108\/14637150310477920","relation":{},"ISSN":["1463-7154"],"issn-type":[{"value":"1463-7154","type":"print"}],"subject":[],"published":{"date-parts":[[2003,6,1]]}}}