Examining the use of knowledge management during issue management

Purpose: Very few studies specifically address the importance of knowledge management (KM) in the context of issue management. To enhance understanding of this subject, this paper aims to investigate the interrelationship between KM and issue management. Design/methodology/approach: A case study of a public protest against the construction of an energy company was conducted to investigate this topic. Findings: The paper depicts how and why the occurrence of an issue may disturb the balance of an organization's KM practices from the perspectives of process, people, and technology, and how the managerial efforts can be made to counteract the negative effects. The primary findings are summarized in six theoretical propositions. Research limitations/implications: The research findings were developed with reference to a failure case in which the issue of interest was not resolved. Future studies specifically examining the dynamics of organizations' KM practices during such issues with reference to cases in which the issues are resolved successfully are encouraged. Practical implications: The research findings can aid organizations in planning their KM practices with regard to their specific business contexts during their issues in order to resolve such situations in an effective and efficient manner. Originality/value: This paper provides insights into the dynamics of KM in the context of issue management, and enables future researchers to develop a programmed body of research in order to further expand our understanding of the use of KM at such times.