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Adapting Knowledge Management Systems For Collaborative Technical Problem Solving

In: Knowledge Management Nurturing Culture, Innovation, and Technology

Author

Listed:
  • 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)

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.

Suggested Citation

  • Dinesh Rathi & Michael Twidale & Vandana Singh, 2005. "Adapting Knowledge Management Systems For Collaborative Technical Problem Solving," World Scientific Book Chapters, in: Suliman Hawamdeh (ed.), Knowledge Management Nurturing Culture, Innovation, and Technology, chapter 16, pages 179-191, World Scientific Publishing Co. Pte. Ltd..
    • Handle: RePEc:wsi:wschap:9789812701527_0016
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