A Theoretical Review of Management and Information Systems Using a Critical Communications Theory

Abstract

Critical theory makes a substantial contribution to understanding communication by conceptualizing the nature of information as relational, i.e. a property that is not solely of a message. 'Knowing' is an active, constructive process (Hosking and Morley, 1991). More (1999) highlighted the general absence of a clear conception of communication in studies of knowledge management. Choo's (1998) sophisticated model of knowledge management is a stark example of thisthat author did not nd it appropriate (necessary?) to index the term 'communicate'. Indeed, a communication concept is implicit in most work in this eld and it is this conception that is a root problem.The adoption of critical theory provides a means of viewing again the notion of knowledge management in terms of the ethics of human communication and allows the questioning of the centrality of rational decision making as the basis of managing. The provision of information systems/information technology (IS/IT) as a neutral support mechanism is premised on a positivistic 'scienti c' rationality, thereby reducing communication to no more than the distribution of information. The epistemological and ontological commitments of those who claim to know (the needs of management) are characterized as alternative ways of knowing. A post-positivist way of knowing in IS research and practice is outlined as a way of producing richer accounts and understandings. The adoption of a critical communications theory brings forth recognition of the inherently political nature of communication and highlights that what is at stake in IS/IT research and practice is the production of information and knowledge and not merely pro cient information distribution.This conceptual and methodological review produces the conclusion that a multi-method approach is more capable of producing a rich picture of 'knowledge management' as a facet of a responsive and responsible management system. The implications of the proposed critical-interpretive-positive way of knowing for addressing managerial concerns of cost, complexity and con ict are highlighted. Managing knowledgeWhen is the social role of an IS debated among the various stakeholders who will have their particular relationships privileged or punished? If the IS is taken to be a representative (of an 'of cial' reality) or tool This paper re ects on the managerialistic orthodoxy of knowledge management in order to show that a critical communications theory is required for addressing real political and ethical shortcomings. This produces an alternative methodological perspective through an intentional synthesis of established methodological views. The paper's allies in this critical quest include Jürgen Habermas, Werner Ulrich, Stanley Deetz, Geoffrey Vickers, Peter Checkland and their mentors. Information systems and knowledge systems architects and engineers and their manager clients conveniently ignore fundamental issues, including politics, power, knowledge and communication. Yet, today the more substantive issues are not technical bu...

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