Information behaviour of top managers of telecommunications network units in the context of the digital transformation of the organization

Abstract

Introduction. Our research is set in the context the digital transformation of a large French telecommunications company. We present the results of an empirical study on the information behaviour of the top managers of telecoms network units and on the factors that influence them. Method. The qualitative study consisted of twenty-two interviews conducted with senior executive-engineers who occupied leadership positions in the company’s network units. The main data were collected using Dervin’s sense-making interviewing approach. Analysis. The data relative to sense-making situations was coded using sense-making methods. We also used grounded theory techniques to analyse our interview transcripts with the support of the Nvivo software. Results. The predominant aspect of information security and the expansion of the concept of 'space', in which top managers situate their information activity, were highlighted by our model. Other determining factors were: work roles and tasks, the company’s culture and values, and situational constraints and time. Conclusions. A model of the information behaviour of top managers was derived from the results of this empirical study. The model contributes to understanding of the information behaviour and constraints of executives in work situations. Looking forward, it could be used to explore the information activity of other groups of managers.