ADAPTING KNOWLEDGE MANAGEMENT SYSTEMS FOR COLLABORATIVE TECHNICAL PROBLEM SOLVING

Dinesh Rathi, Michael Twidale and Vandana Singh
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Dinesh Rathi: Graduate School of Library and Information Science, University of Illinois at Urbana-Champaign, 501 E. Daniel, Champaign, IL 61820, USA
Michael Twidale: Graduate School of Library and Information Science, University of Illinois at Urbana-Champaign, 501 E. Daniel, Champaign, IL 61820, USA
Vandana Singh: Graduate School of Library and Information Science, University of Illinois at Urbana-Champaign, 501 E. Daniel, Champaign, IL 61820, USA

Chapter 16 in Knowledge Management:Nurturing Culture, Innovation, and Technology, 2005, pp 179-191 from World Scientific Publishing Co. Pte. Ltd.

Abstract: AbstractThe paper considers the potential of a representation to facilitate the sharing of technical how-to help in workplace environments. The method uses screenshots of trails through a computer application made by others and sharable through a Knowledge Management System. A pilot study was conducted comparing this type of help both with conventional built-in application help files, and with the ad hoc individualized face-to-face help provided by colleagues in informal workplace knowledge sharing interactions. The findings indicate the potential of the method as an additional knowledge sharing resource, both as a standalone method and as a way to reduce the interaction time during informal face-to-face help interactions. The study also reveals the power of a lightweight pilot study for uncovering issues for future systems redesign and more detailed evaluations.

Keywords: Knowledge Management; Knowledge Sharing; Knowledge Discovery; KM Tools and Technologies; Communication and Organization Culture (search for similar items in EconPapers)
Date: 2005
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