%0 Journal Article %J Technology Innovation Management Review %D 2017 %T Improving Internal Communication Management in SMEs: Two Case Studies in Service Design %A Tuomo Eskelinen %A Mervi Rajahonka %A Kaija Villman %A Ulla Santti %K business model %K internal communication management %K participative process %K service design %K stakeholder involvement %K training %X Effective 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. %B Technology Innovation Management Review %I Talent First Network %C Ottawa %V 7 %P 16-24 %8 06/2017 %G eng %U http://timreview.ca/article/1081 %N 6 %1 Savonia University of Applied Sciences Tuomo Eskelinen, PhD, works as an RDI Advisor at the Savonia University of Applied Sciences in Finland. His background is in Environmental Sciences, and his expertise and research interests include sustainable value networks, development of business partnerships, and sustainable business models. He organizes research, development, and innovation processes with enterprises and other organizations, with scientists, end users, and customers, from idea generation to business models development and commercialization. He has participated in more than 20 EU-funded projects in the fields of forestry, energy, food, water safety, and processing. He is experienced in performing and coordinating interdisciplinary, international, large-scale research projects, workshops and training. %2 South-Eastern Finland University of Applied Sciences XAMK Mervi Rajahonka, DSc (Econ), works as an RDI Advisor at the Small Business Center (SBC), currently a part of the South-Eastern Finland University of Applied Sciences XAMK, Finland. She has been working at the SBC for about 10 years, participating in numerous EU-funded projects. She earned her doctoral degree in Logistics from the Department of Information and Service Economy at Aalto University School of Business in Helsinki, Finland. She also holds a Master’s degree in Technology from the Helsinki University of Technology and a Master’s degree in Law from the University of Helsinki. Her research interests include sustainable logistics and supply chain management, business models, service modularity, and service innovations. Her research has been published in a number of journals in the areas of logistics, services, and operations management. %3 South-Eastern Finland University of Applied Sciences XAMK Kaija Villman, MMus in Arts management, works as a Project Manager at the South-Eastern Finland University of Applied Sciences XAMK, Small Business Center, Finland. She has been working at the SBC for about 7 years, participating in numerous EU-funded projects in the fields of creative industries, service development, and digitalization. She is experienced in coordinating interdisciplinary projects, workshops, and training and she acted as the Project Manager for the PaKe Savo Project. %4 Savonia University of Applied Sciences Ulla Santti, MSc (Econ), has experience as a teacher of Business Administration and Marketing, and she is an expert on research, development, and innovation projects at the Savonia University of Applied Sciences in Finland. She has also undertaken SME business development through practical field work in healthcare, industrial factories, advertising, and the tourism industries. Currently, she is preparing her doctoral thesis at the Lappeenranta University of Technology, Finland. Her research interest includes business models and organizational culture development of SMEs with an interest in what kind of common ground, effects, and connections these concepts have on each other. %R http://doi.org/10.22215/timreview/1081