Senselistening and the Reorganisation of Collective Action During Crisis Management: The Notre-Dame de Paris fire

Abstract

To manage crises, organisations rely on specific capacities for sensemaking in action. In this study, the authors propose an original framework to shed light on how senselistening in decision-making that involves a plurality of actors sustains collective actions. Based on microethnographic research and interviews, this article offers a detailed analysis of the main turning point in the intervention by the Paris Fire Brigade (BSPP), which saved the Notre-Dame de Paris from total destruction by fire. Thus, we observe and analyse how listening spread from individual actors – including ‘free electrons’, as organisational actors with no assigned position, contributing actively to enrich the sensemaking process – to the collective level, by explaining how the BSPP modified its intervention strategy during this crisis management. Senselistening, characterised not only by its attitudinal dimension of openness, notably through situated humility and confidence, but also by a pragmatic dimension that includes conducting research and recognising peer experience, reorientates the ongoing action of the crisis management situation. This study reveals the crucial role of listening in the sensemaking process to ensure the transition from the individual level to the collective level. Paying attention to listening to small cues in situations in which professionals have to act under time pressure and in dire circumstances is crucial. Allowing and listening to a free electron in the process of situated expertise challenging general expertise provides practical insights for organisations to develop their capacity to effectively manage crisis situations. Finally, we show that in a crisis management situation, a free electron is a facilitator to help the organisation improve its senselistening and reorientate the ongoing action.