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The utilization of knowledge enables knowledge intensive business service (KIBS) organizations, such as law firms, to perform and deliver value to their customers. Organizational semiotics views norms as knowledge that are developed through practical experience of human agents in organizations. Building on organizational semiotics and knowledge management, this paper proposes a three dimensional norm-based knowledge management (3DNKM) framework for legal sector in the UK. Abductive reasoning is adopted for guiding the research process in this paper. The three identified contextual dimensions of knowledge include customer, practice area and lawyer. For each dimension, there are informal, formal and technical norms establishing context-based knowledge. The proposed framework provides a way for KIBS organizations to manage the intertwined norms from the three dimensions and various levels.

Three Dimensional Norm-Based Knowledge Management for Knowledge Intensive Business Service Organizations: An Organizational Semiotics Perspective