**3.2 Qualitative content analysis**

*Current Issues in Knowledge Management*

Knowledge conversion refers to the process by which knowledge (at this point already acquired, stored and shared) is made useful to the firm by the conversion of tacit knowledge to explicit knowledge (i.e., available for those who need it or can use it more effectively) [30]. Cho and Korte [28] note that in small firms, this knowledge conversion often happens through casual dialogue and exchange, and [36] demonstrates that often in this process new knowledge or innovative capacity is generated. Cho and Korte [28] emphasise that the need for knowledge conversion to be conducted systematically and deliberately in large firms due to the inherent complexity in that context. Technological support is required for the management of knowledge in these more complex contexts, through the use of information databases, document management systems, and instant messenger communication

Knowledge application refers to the process whereby the knowledge generated by the KM system is developed to a point where it is fit for use in decision-making and task performance within the firm [37]. This process requires management to define and codify the decision-making and task performance routines within their firm to standardise the mechanisms by which the quality of the knowledge is verified as being fit for purpose (e.g., managerial review processes, cross-checking implications, peer-review of data, etc.), and the manner in which it informs task performance (e.g., training manuals, key performance indicators, performance

Given the discussion above, the specific research question to be addressed in this chapter is: *What comprises best-practice knowledge management systems for the acquisition, conversion, and application of sustainability information in a strategic* 

**3.1 Sustainability knowledge management and the case of the international** 

For the purposes of this research, the industrial context chosen to explore best-practice sustainability knowledge management was the international finance sector (and credit providers in particular). Recently, researchers have noted that the engagement with strategic sustainability practices has become increasingly important for credit providers in this industry, particularly in response to the poor reputation of the sector and the increased political and regulatory scrutiny that has been placed on it post-global financial crisis (GFC) [38, 39]. Events including the industry sector's response to the GFC, the U.S. governments bailout of the banks (i.e., the *Emergency Economic Stabilization Act 2008*) and the 2017/18 Australian Royal Commission provide a unique industrial and societal context where the effective use of strategic sustainability processes and social accountability is seen as

increasingly important to restore public trust [40, 41].

*2.2.4 Knowledge conversion*

channels [28].

*context?*

**3. Method**

**finance sector**

*2.2.5 Knowledge application*

management systems, etc.).

**2.3 Specific research question**

**60**

In order to address the specific research question, this research adopted a qualitative content analysis research design following the protocols recommended by [42–44]. Content analysis was deemed appropriate for this research area as it provides a flexible method by which to explore complex phenomena and enables researchers to move freely between stages of analysis, allowing for a thorough thematic analysis [45]. The content analysis process in this research comprised of three stages.
