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2004
ACM

Behind the help desk: evolution of a knowledge management system in a large organization

9 years 1 months ago
Behind the help desk: evolution of a knowledge management system in a large organization
This paper examines the way in which a knowledge management system (KMS)—by which we mean the people, processes and software—came into being and evolved in response to a variety of shifting social, technical and organizational pressures. We draw upon data from a two year ethnographic study of a sophisticated help desk to trace the KMS from its initial conception as a “Common Problems” database for help desk personnel, to its current instantiation as a set of Frequently Asked Questions published on an intranet for help desk clients. We note how shifts in management, organizational structure, incentives, software technologies, and other factors affected the development of the system. This study sheds light on some of the difficulties that accompany the implementation of CSCW systems, and provides an analysis of how such systems are often designed by bricolage. Categories and Subject Descriptors H.5.3 [Group and organizational interfaces]: Computer supported cooperative work Gene...
Christine Halverson, Thomas Erickson, Mark S. Acke
Added 30 Jun 2010
Updated 30 Jun 2010
Type Conference
Year 2004
Where CSCW
Authors Christine Halverson, Thomas Erickson, Mark S. Ackerman
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