Using Network Analysis to Alleviate 'Wicked Problems' in Employee Engagement

Abstract

‘Wicked problems' (WPs) are complex, systemic issues with multiple causes and contradictory interdependencies that span organizational, operational and professional boundaries. While WPs are recognised to exist in different applications across many disciplines, the literature is less certain on what can be done about them. It is suggested that employee engagement can assist problem solving. Understanding the structure of informal working relationships in organizations may be beneficial to the enhancement of employee engagement. This research aims to add to the problem solving discourse by investigating a novel approach in the alleviation of WPs. Specifically, it examines how employee engagement may be fostered, through the analysis of informal organizational networks. Approaches to WP alleviation are explored and case studies of two organizations, one in healthcare and another in manufacturing, are presented. Social network analysis (SNA) is used to explore the link between informal networks, employee characteristics and employee engagement. This research found that collaborative approaches are useful for WP alleviation, and that a better understanding of the organization from a network perspective may promote the chances of success in WP alleviation. In particular, the use of SNA provides greater clarity as well as a different perspective when approaching WP alleviation. Among the 7 propositions offered, it is suggested that SNA may be used as an engagement tool for problem solving in organizations.