A Social Networking Strategy for Improving Knowledge Management and Communication in the Travel Industry

In today’s technology-driven marketplace, the adoption and management of corporate and customer-facing Social Networking Sites (SNs) is often viewed as a key success factor for Travel Industry (TI) organisations. Knowledge management and the sharing of expertise and experiences through communication between internal and external stakeholders via social networks is an activity which TI organisations are aiming to exploit in order to improve the open sharing, retrieval, organisation and leveraging of knowledge. Through a study of currently-available literature relating to social networking adoption within the TI and a case study analysis of corporate social networking practices at three multi-national TI organisations (British Airways, Thomas Cook and Marriott Hotels), it may be observed that correlations exist between the development of social networking and the processes TI organisations now use to manage knowledge. We explore how these companies are currently utilizing SNs to improve knowledge management practices inside and outside of their organisational boundaries. From our analysis, lessons may emerge as to how TI companies are gaining competitive advantage through the use of social networking; a proposed strategy is identified to determine how TI organisations may make best use of social networks.

Community empowerment or a strategy of containment? Evaluating neighbourhood governance in the city of Westminster

The longstanding emphasis on the neighbourhood as a scale for intervention and action has given rise to a variety of forms of governance with a number of different rationales. The predominant rationales about the purpose of neighbourhood governance are encapsulated in a fourfold typology developed by Lowndes and Sullivan (2008). This article sets out to test this approach by drawing on an evaluation of neighbourhood initiatives in the City of Westminster which were delivered through a third sector organisation, the Paddington Development Trust. ‘Insider’ perspectives gathered at city and neighbourhood levels regarding the infrastructure for neighbourhood management are discussed and evaluated in the light of these rationales. The conclusions, while broadly reflecting Lowndes and Sullivan and a follow-up study of Manchester, suggest that in Westminster the civic and economic rationales tend to predominate. However, the Westminster approach is contingent on the prevailing ethos and funding regimes at central and local levels and remains relatively detached from mainstream services. While community empowerment is an important part of the policy rhetoric, it is argued that in practice a ‘strategy of containment’ operates whereby residents in the neighbourhoods have relatively little control over targets and resources and that new governance mechanisms can be relatively easily de-coupled when required. In retrospect, co-production might have been a more effective model for neighbourhood governance, not least given its fit with policy direction.