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INTRODUCTION 25

itself particularly well to knowledge capture or standardization. Therefore
those engaged in these types of work need to be left to make their own deci-
sions about what and how to do their work.

>> CONCLUSIONS

In this chapter we have focused on introducing and providing terms and providing
a historical overview of how and why knowledge work has become so important
for organizations in the twenty-first century. In this we have seen how process and
practice perspectives have become more prominent over recent years, in part due to
the limitations and critique of purely structural approaches and knowledge typolo-
gies. Table 1.3 summarizes some of the major concepts introduced in this chapter:
We can conclude from this that managing knowledge work in the twenty-
first century is less about direct control and capture of knowledge in machines
or systems – as in the days of Taylor and Ford – and more about providing an
enabling context that supports the processes and practices of applying knowl-
edge for specific tasks and purposes. Knowledge workers resist the command

Table 1.3 Core concepts
Concept Working Definition Field of study
Knowledge The ability to discriminate within and Concerned with the ways in which
across contexts actors in particular social situations
understand and make sense of where
they are and what they are doing
Organizational A learned set of norms, shared Concerned with the means by which
knowledge understandings and practices that actors develop beliefs, behaviours and
integrates actors and artefacts to routines that shape the organization’s
produce valued outcomes within a capabilities
specifi c social and organizational context
Knowledge Explicit strategies, tools and practices Concerned with the development of
Management applied by management that seek to concepts that illuminate or enhance the
make knowledge a resource for the application of these practices
organization
Knowledge Organizational activities and occupations Concerned with the analysis of
Work that are ‘characterized by an emphasis organizational conditions, or enabling
on theoretical knowledge, creativity and contexts, that allow such work
use of analytical and social skills’
Knowledge Professionals and others with Concerned with the ways in which
Worker disciplined-based knowledge or more knowledge workers are organized,
esoteric expertise and skills whose motivated and managed
major work tasks involve creating
new knowledge or applying existing
knowledge in new ways
Innovation The application of knowledge to new Concerned with the ways in which new
tasks and situations products, processes and services are
developed and delivered

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