Knowledge integration under uncertainty : A sensemaking perspective on experts' verbal communication

Abstract: AbstractTitle Knowledge integration under uncertainty:A sensemaking perspective on experts’ verbal communicationAuthors Hugo Guyader and Mario KienzlerSupervisors Marie Bengtsson and Christian BerggrenBackground Uncertain situations are characterized by a lack of comprehension,due to a lack of knowledge. It is not possible to know beforehand,what the consequences of an action will be. However, teamsof experts within NPD projects are required to act despite thisuncertainty. Even though they should be paralyzed, the teammembers integrate their individual knowledge and manage to developtechnologically-innovative products or services which answer thecustomers' requirements.Purpose The study analyzes the verbal communication of experts during theknowledge integration process from a sensemaking perspective.The experts are engineers from a NPD project dealing with thedevelopment of a new steam turbine.Definitions Knowledge integration: collective social process which isrequired to integrate distinct but complementary knowledge residingin various individuals, which’s output is integrated knowledge—e.g.embedded in an artifact.Sensemaking: ongoing process of giving meaning to actions,beliefs and events in order to understand their implication in acontext.Experts: trained specialists with experience in one or a few specificfields.Results The experts’ verbal communication is characterized by punctuatedexpecting and frequent arguing. Thereby, arguing is characterizedby questioning, rewording and summarizing. Arguing is seen as themain communicational facilitator during the knowledge integrationprocess.Key words Knowledge integration, uncertainty, sensemaking,verbal communication, new product development.