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| Title: | ADAPTING KNOWLEDGE MANAGEMENT SYSTEMS FOR COLLABORATIVE TECHNICAL PROBLEM SOLVING | |
| DOI No: | 10.1142/9789812701527_0016 | |
| Source: | KNOWLEDGE MANAGEMENT: NURTURING CULTURE, INNOVATION AND TECHNOLOGY (pp 179-191) | |
| Author(s): | 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 |
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| Abstract: | The 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. | |
| Full Text: | View full text in PDF format (934KB) | |
| TOC: | Back to Table of Contents | |
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