Mediating ambiguity: Narrative identity and knowledge workers

Drawing on Paul Ricoeur's approach to narrative identity and a longitudinal case study of a graphic design firm, this paper explores identity work provoked by organisational changes for one group of knowledge workers, graphic designers. The approach to identity work developed in this paper illuminates how these knowledge workers use narrative to mediate between social and personal identities during a period of significant organisational change. The narrative identity approach, derived from Ricoeur, embraces the multiplicity, complexity and potential contradictions encountered by knowledge workers facing threats to their personal identity. In addition to developing Ricoeur's thinking to understand identity work in an organisational context, the impact of organisational change for knowledge workers is highlighted for practitioners.

► We analyse knowledge workers’ identity work during organisational change.
► We develop Ricoeur's thinking on narrative identity.
► We explore how narrative mediates between social and personal identities.
► Organisations must appreciate the identity implications of organisational change.
► Supporting narrative identity work may smooth changes for employees.