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CSCW
2004
ACM
9 years 2 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 varie...
Christine Halverson, Thomas Erickson, Mark S. Acke...
SIGUCCS
2000
ACM
9 years 1 months ago
Knowledgebase Integration with a 24-hour Help Desk
The University of Pittsburgh's Computing Services and Systems Development organization is focused on the needs of the faculty and student population, totaling nearly 40,000 u...
Jay Graham, Brian K. Hart
WEBI
2005
Springer
9 years 2 months ago
Providing Expert Advice by Analogy for On-Line Help
One of the principal problems of online help is the mismatch between the specialized knowledge and technical vocabulary of experts who are providing the help, and the relative na...
Henry Lieberman, Ashwani Kumar
HICSS
2006
IEEE
155views Biometrics» more  HICSS 2006»
9 years 3 months ago
Contextualizing Knowledge Management Readiness to Support Change Management Strategies
Research on knowledge management (KM) readiness has matured. However, recent organizational structures have emerged which prevent traditional instruments from adequately measuring...
Mark Keith, Michael Goul, Haluk Demirkan, Jason Ni...
ECIS
2000
8 years 10 months ago
Work-Based Learning and Knowledge Management: An Integrated Concept of Organizational Learning
Abstract - Organizational learning requires individual learning. Individual learning has to interact in a dynamic social environment in order to contribute to organizational learni...
Sabine Seufert
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