3.2 Research instrument
The study takes a case-based approach, using interviews and examining internal and external documents, and the use of ICT systems to codify and access knowledge. While the lessons of methodological insights drawn from previous SME research have informed our approach (e.g. Lewis et al., 2007) additional aspects were considered in data collection and
presentation as the researchers were interviewing both the owner-CEO and employees. For example, due to the owner’s intimate knowledge of the business and close working relationships with most employees, particular care was taken to maintain the confidentiality of interviewee comments in subsequent interviews and in presenting our findings. A list of
the type of each interviewee and the duration of each interview is included as the Appendix
(see Table AI).