01774nas a2200253   4500008004100000022001400041245009200055210006900147260004200216300001000258490000600268520098800274653001901262653003801281653002601319653001901345653002801364653001301392100002101405700002101426700001901447700001701466856003701483       2017                        eng d  a1927-032100aImproving Internal Communication Management in SMEs: Two Case Studies in Service Design0 aImproving Internal Communication Management in SMEs Two Case Stu  aOttawabTalent First Networkc06/2017  a16-240 v73 aEffective information management is a success factor for business growth, but small and medium-sized enterprises (SMEs) face challenges in transferring knowledge and information from one organizational unit to another. In this study of two case companies, participative business model development processes were designed to identify challenges and solutions in internal communication management. A service design approach based on CIMO logic (context, intervention, mechanism, and output) showed that the participative business model technique and process can identify problems and challenges in internal communication management, as well as in the prioritization of actions. The process is a creative service design process including both divergent and convergent phases. The process increased motivation among personnel to find solutions, encouraged communication, and created joint understanding on how to solve problems. The technique helped to bring tacit information into use. 10abusiness model10ainternal communication management10aparticipative process10aservice design10astakeholder involvement10atraining1 aEskelinen, Tuomo1 aRajahonka, Mervi1 aVillman, Kaija1 aSantti, Ulla  uhttp://timreview.ca/article/1081