Informal information flow and the nature of expertise in financial services

Abstract

In this paper, the relation between informal information flows and the nature of expertise is discussed, and illustrated with reference to the development of strategic information and communication technology innovations in retail financial services. It is argued that expertise comprises three major aspects in mutually dynamic tension (a trialectic): namely, the particular substantive content of expertise – i.e., knowledge; the influence and scope attributed to a specific body of expertise and usually realized through organizational structures – i.e., power; and the extent to which certain sorts of expertise can be exchanged in external labour or product market transactions – i.e., tradeabilify. In the light of this analysis, informal information flows are revealed as an intrinsic and essential part of expertise, necessary to establish the credibility of the knowledge offered by particular expert groups and to sustain more formal market arrangements.

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