Electronic Journal of Knowledge Management Volume 7 Issue 3, (353 - 366)
emergence and theoretical sensitivity form the central role in interpretation. The basic principle of open coding, theoretical and selective sampling, and abstraction still remain crucial. Issues of bias and preconceptions are dealt with through grounded theory’s systematic approach that takes into consideration extant theory but is not driven by it (Fernandez, 2004; Glaser & Strauss, 1967).
5.2 Repertory grid The Repertory Grid interview technique which focuses on human judgment and psychology (Easterby-Smith, Thorpe & Holman, 1996) ties in with the grounded theory approach since grounded theory is renowned for its application to the study of human behavior (Goulding, 2002). The Repertory Grid Technique is derived from personal construct theory originally developed by George Kelly, a clinician, in the 1930s (Fransella, 1977; Easterby-Smith, Thorpe & Holman, 1996; Song & Gale, 2008). The technique was borne through Kelly’s discontent with the then psychological theory and from his engineering background. The technique addresses three main concerns in theory development: observer bias, precision and prediction for the individual, and over-reliance on the expert (Fransella, 1977).
5.3 Research procedure After the completion of a project to implement a ticketing system for the Electronic and Information Technology (EIT) Support sub-group, a study of its usage and knowledge management activities was conducted. This study was carried out within a three month period. Entry into the field of research is through participant observation whilst serving an internship as a Software Engineer. All participants were made aware of this study, and their involvement was voluntary. Firstly, information was gathered about the work flow of EIT support from discussions with three support personnel, the head of support, the deputy group head, as well as the group head. From there, the ticketing system was installed, configured and customized according to their workflow. Training on the system was provided through documentation and also one-to-one training of the helpdesk (first line support). This formed preliminary observation and information which formed the first attempt at open coding and the first cycle of theory generation. Further, semi structured interviews and repertory grid technique interviews were carried out. This, together with data from the ticketing system, formed another cycle. These findings were then swept into the emerging theory, supplemented by extant theory to inform and refine coding. At this point, theoretical concepts were dense enough to present a substantive theory. From this theory, a KM model of a service framework is presented.
5.4 Data collection 5.4.1 Participant observation The stance is that of participant as observer (Kawulich, 2005). The group was aware of this research activity. Observation provided a way to check for nonverbal expression of feelings, how personnel communicated with one another, and also how much time was spent on activities (for example, problem solving and use of the ticketing system tool). 5.4.2 Interviews Semi-structured interviews were used to gather multiple perspectives of the support personnel. Selection of interviewees (eight in total) provided full coverage of EIT support function, from technical support, software engineering, electronics-research and development, and electronics-installation and maintenance. The interviewees experience within the organization range from three (3) years to twenty-nine (29) years, giving an average of 11.125 years. Theses interviews were taped. Although the Glaserian approach denounces taping of interviews, taping allowed fewer false conclusions due to researchers own bias or interpretation. The interviewees also participated in a repertory grid interview. Elements were elicited through the interview discussion on workflow, knowledge sharing and transfer. Constructs were generated through the Triading method (Easterby-Smith, Thorpe & Holman, 1996). The grid technique was based on ratings. In the rating grid, elements were rated on a scale of 1 to 5 defined by two construct poles. The method allows flexibility of response but the resultant matrix is not easy to deal with by www.ejkm.com
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