Crisis Knowledge Management to Affect Customer Service Response

This qualitative case study focused on developing a better understanding of a major utility company's knowledge management/customer service information and communications as well as practices that were implemented during a catastrophic hurricane. The data collection and analysis procedure revealed a gap when a comparison of the actual knowledge management practices that were used and not used in the utility company's customer response during the hurricane. Organizational practices of highperforming knowledge-management companies were used to analyze and compare their practices to utility company. Findings from the analysis resulted in the establishment of a Balanced Scorecard framework for recommended best practices and action steps with the potential to set new strategies and trajectories for allorganizations.