A strategic approach to making sense of the “wicked” problem of ERM

The purpose of this paper is to provide an approach to viewing the “wicked” problem of electronic records management (ERM), using the Cynefin framework, a sense‐making tool. It re‐conceptualises the ERM challenge by understanding the nature of the people issues. This supports decision making about the most appropriate tactics to adopt to effect positive change.

Cynefin was used to synthesise qualitative data from an empirical research project that investigated strategies and tactics for improving ERM.

ERM may be thought of as a dynamic, complex challenge but, viewed through the Cynefin framework, many issues are not complex; they are simple or complicated and can be addressed using best or good practice. The truly complex issues need a different approach, described as emergent practice. Cynefin provides a different lens through which to view, make sense of and re‐perceive the ERM challenge and offers a strategic approach to accelerating change.

Since Cynefin has been applied to one data set, the findings are transferrable not generalisable. They, and/or the approach, can be used to further test the propositions.

The resultant ERM framework provides a practical example for information and records managers to exploit or use as a starting point to explore the situation in particular organisational contexts. It could also be used in other practical, teaching and/or research‐related records contexts.

This paper provides a new strategic approach to addressing the wicked problem of ERM, which is applicable for any organisational context.