Singular memory or institutional memories? Toward a dynamic approach

The ability of the civil service to act as a reservoir of institutional memory is central to the pragmatic task of governing. But there is a growing body of scholarship that suggests the bureaucracy is failing at this core task. In this article, we distinguish between two different ways of thinking about institutional memory: one “static” and one “dynamic.” In the former, memory is singular and held in document form, especially by files and procedures. In the latter, memories reside with people and are thus dispersed across the array of actors that make up the differentiated polity. Drawing on four policy examples from three countries, we argue that a more dynamic understanding of the way institutions remember is both empirically salient and normatively desirable. We conclude that the current conceptualization of institutional memory needs to be recalibrated to fit the types of policy learning practices required by modern collaborative governance.     

REVIEWS

Foreign books

Mit Feldmarschall von der Goltz Pascha in Mesopotamien und Persien. By his late General Staff Officer, Lieutenant‐Colonel Hans v. Kiesling. Leipzig: Dieterich ‘sche, publishers.

L'Islam et les Questions Musulmanes au point de vue Français: Conférence faite au centre des hautes études militaires, le 13 Avril, 1923. Par Général Brémond. Paris: Charles Lavau‐zelle et Cie, Editeurs Militaires.

English books

The Caliphate. By Sir Thomas Arnold, C.I.E., Litt.D. Oxford: Clarendon Press. 1924. 108. 6d. net.

Persian Literature in Modern Times. By E. G. Browne. Cambrige University Press. 1924. 35s. net.

Ben Kendim: A Record of Eastern Travel. By Lieut.‐Colonel the Hon. Aubrey Herbert. Edited by Desmond MacCarthy. Illustrated with six maps. London: Hutchinson and Co. 1924. 21s. net.

Anatolica. By Harry Charles Luke. London: Macmillan and Co., 1924. 16s. net.

Trans‐Jordan: Some Impressions. By Mrs. Steuart Erskine. London: Ernest Benn, Ltd. 1924. 12s. net.

Tales from Turkistan. By Stor Lob. London: Wm. Blackwood and Sons. 1924. 6s.

India: A Bird's‐Eye View. By the Earl of Ronaldshay, P.C., G.C.S.I., G.C.I.E. Constable and Co., London and Bombay, 1924. Price 18s.

From China to Hkamti Long. By Captain F. Kingdon Ward. Edward Arnold and Co. 1924. 18s. net.

Zanzibar: An Account of its People, Industries, and History. Zanzibar: The Local Committee of the British Empire Exhibition. Paper. Pp. xx + 84.     

Improvised Explosive Devices in Southern Afghanistan and Western Pakistan, 2002–2009

Homemade bombs or improvised explosive devices (IEDs) are staple weapons of conflicts in South Asia and especially Southern Afghanistan and Western Pakistan, where the Taliban, their affiliates, and other armed groups use them to undermine recognized governments and policies. This study establishes IED trends in the Afghanistan provinces of Helmand, Kandahar, and Nimroz and the Pakistani province of Balochistan between 2002 and mid-2009, using geo-referenced open source IED event information and statistical or geospatial analysis techniques. This study also furnishes assessments of specific IED technologies, techniques, and procedures (TTPs; like explosively formed projectiles or radio-controlled “spider devices”) as well as discussions of their potential causes and observable effects. There are several major trends observed: a continuous increase in volume and lethality of attacks, more expansive geographic distribution of attacks, and multiple bombing campaigns overlapping in Quetta, Balochistan province, that are perpetrated by groups with different means, tactics, and objectives. The most IED-related violence occurred in Kandahar province from 2002–2008; however, Helmand province was the leading location of bomb events by early 2009. Although large population centers—such as the cities of Kandahar, Quetta, and Lashkar Gah in Helmand province—commonly experienced effective bombings, the trans-border routes through Zaranj in Nimroz province and Spin Boldak in Kandahar province were also prone to many lethal attacks. In particular, this study both confirms and scrutinizes the so-called Iraq effect, the phenomenon of knowledge-sharing between fighters in Iraq and Afghanistan. Even though fighters who gained experience in the Iraq insurgency provided assistance and training to Taliban fighters, the evidence indicates that some developments in IEDs predated the Iraq conflict or were original to South Asia or other conflicts in history. This evidence provides support for a more generalized and global phenomenon here called “TTP acceleration,” whereby insurgent and terrorist advances in IED capabilities take progressively shorter periods of time to develop and transfer among groups, usually as a result of increased information-sharing opportunities and coincidental alignment of group objectives.     

From paparazzi to hidden cameras: The aggressive side of a free and responsible press

This article examines the complex of cultural effects and possible legal responses in the wake of the Princess of Wales' death. To say that the paparazzi were complicit in her death is to forget that, in spite of their frequently invasive means of obtaining news, these were also the kind of journalists who were complicit in the public celebration of her life. Had the Hutchins Commission this tragedy to include in its deliberations about press responsibility, it likely would have stated its indignation and suggested Diana's death as more evidence that journalists be regulated. But this article argues that aggressive journalism, as with any other of the press' activities, is beholden to a balance of public interests. These interests include the need for the public to be both informed and protected from invasion of privacy or criminal conduct by any journalist.     

Online crisis communication response: A case study of fraudulent banking transactions in South Africa

Abstract

The emergence and advancement of information technology – specifically the replacement of face-toface services with innovative self-service technology, such as banking transactions on the Internet – is forcing companies to adopt a proactive approach to online crisis communication response, and to combine the management and control of online messages during a crisis. In the financial services industry, deregulation and the rapid growth in technology have removed entry barriers in the online environment, forcing financial institutions to transform from the traditional brick-and-mortar to click-and-mortar service delivery, while at the same time allaying customers’ fears (and the perceived risk) of fraudulent online transactions. Although studies have been conducted on the adoption, use, perceived risk and purchase intention of self-service technology, limited research has examined the knowledge management of an online crisis communication response. Knowledge management, which focuses on the acquisition, transfer and assimilation of information, is one way in which to manage messages effectively before, during and after an online crisis communication response situation. The main aim of this article is to identify and characterise typologies of the management and control of messages in an online crisis communication response, through an interpretative and critical analysis of fraudulent websites, based on the main premises of the knowledge management approach. This is done through a case study approach: the website of one of the top ten banks in South Africa was studied in terms of it dealt with fraudulent banking transactions, specifically from the knowledge management paradigm.     

An integrated crisis communication framework for strategic crisis communication with the media: A case study on a financial services provider

Abstract

In order for organisations to survive in an ever-changing milieu in the current business environment, sufficient crisis communication and management practices need to be in place. Despite this, organisational crises are often inefficiently managed, which could be ascribed to the lack of strategic management of crises (Kash & Darling 1998: 180). This article explores the lack of strategic crisis communication processes to ensure effective crisis communication with the media as stakeholder group. It is based on the premise that the media are one of the main influencers of public opinion (Pollard & Hotho 2006: 725), thereby necessitating the need for the accurate distribution of information. Furthermore, the study focuses specifically on the financial industry, which is arguably more sensitive and thus more prone to media reporting because financial services providers manage people's money (Squier 2009). A strategic crisis communication process with the media is therefore proposed, facilitated through an integrated crisis communication framework, proposing a combination of integrated communication (IC) literature, with emphasis on Grunig's theory of communication excellence, to build sustainable media relationships through two-way communication; and a crisis communication process that has proactive, reactive and post-evaluative crisis communication stages, thereby moving away from seeing crisis communication as a predominantly reactive function.     

Measuring knowledge management in a virtual chat room: A case study

Abstract

Many organisations deem the virtual workplace to be a solution to challenges such as global competition, accelerated product development, improved quality and customer service, to mention but a few. In spite of the success of virtual communities on the Internet and although a significant amount of research has been conducted on virtual organisations, very few studies have focused on the evaluation of the combined effects of the theoretical variables of knowledge management in virtual communities. Advanced web analytics have been used in some instances to test the content of virtual communities, like discussion forums, hat rooms and the like. Because a plethora of chat rooms are devoted to special interest topics that may implicitly contain information and insights on consumers, knowledge creation and sharing, it creates the ideal opportunity to measure the management of knowledge therein. The aim of this article is, therefore, to measure knowledge management in a virtual community (an online chat room of an academic institution). Firstly, the article propounds a brief overview of the theoretical underpinning of the study by proposing a conceptual framework for the measurement of knowledge management in virtual communities. Secondly, the methodology to measure the knowledge management in a chat room of an educational institution is outlined. Finally, the research results are presented and recommendations are made for future research.     

Towards a new model to describe the organisation–stakeholder relationship-building process: A strategic corporate communication perspective

Abstract

Successful organisations depend on stakeholder perceptions to address changes in turbulent organisational environments, report on the social and environmental impact of activities, the prevalence of public activism, globalisation, emerging issues and crises, and the need to be good corporate citizens through ethical and socially responsible behaviour. Despite the current emphasis on stakeholder relations and management, a lack of research exists on how to build these relationships. This article aims to report and discuss the findings of a study that explored the lack of organisation–stakeholder relationship (OSR) building models, to emphasise the elements and development of an OSR and highlight the need for a generic, strategic, integrated approach for sustainable OSR to contribute towards organisational effectiveness. This will be done using an exploratory literature review to constitute a conceptual framework for OSR building, of which the principles of the framework will be measured among leading Johannesburg Stock Exchange-listed South African organisations, by means of a quantitative web-based survey and qualitative one-on-one interviews. The dominant focus on organisational stakeholders has provided added impetus and importance to the role of corporate communication, hence, this article will simultaneously endeavour to highlight the importance of practising corporate communication strategically, by emphasising its role in OSR.