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Full-Text Articles in Social and Behavioral Sciences
The Development Of A User Self-Help Knowledge Management System For Help Desk: Deployment Of Knowledge Management Approach And Software Agent Technology, Kar Yin Leung, Sim K. Lau
The Development Of A User Self-Help Knowledge Management System For Help Desk: Deployment Of Knowledge Management Approach And Software Agent Technology, Kar Yin Leung, Sim K. Lau
Dr Sim Kim Lau
Most help desks have admitted their call volume has increased in the past decade while “help unavailable when needed” is the major reason for service delivery failure and user dissatisfaction. The habit of calling help desk for simple problems has prompted the investigation of transferring part of first-level troubleshooting duty from help desk to user. This research proposes the development of user self-help knowledge management system that allows user to solve simple and routine technical enquiries. The proposed approach incorporates software agent to allow autonomous handling of enquiries so that the most appropriate solution and user communication can be facilitated.
Knowledge Management In Information Technology Help Desk: Past, Present And Future, Kar Yin Leung, Sim K. Lau
Knowledge Management In Information Technology Help Desk: Past, Present And Future, Kar Yin Leung, Sim K. Lau
Dr Sim Kim Lau
Information technology has changed the way organizations function. This resulted in the reliance of help desks to deal with information technology related areas such as hardware, software, and telecommunication. Besides, the adoption of business process reengineering and downsizing have led to the shrinkage of the size of help desk. The shorter information technology product life cycle has worsened the situation by increasing the already sizeable help desk’s user base. Consequently, the help desk has to cover more information technology products and resolute more technical enquiries with less staff. Thus, the outcome is clear that users have to wait comparably longer …
A Knowledge Mapping Approach To Facilitate Strategic Human Resource And Knowledge Management, Debbie Richards, Peter R. Massingham, Peter Busch
A Knowledge Mapping Approach To Facilitate Strategic Human Resource And Knowledge Management, Debbie Richards, Peter R. Massingham, Peter Busch
Peter Massingham
A key challenge facing organisations is how to effectively connect employees who seek knowledge with those who have the necessary knowledge. From case studies conducted in three separate knowledge intensive organisations, briefly introduced in this paper, we found that locating and measuring expertise were major challenges with no current satisfactory solutions. We offer a method to map intellectual capital within organisations distinct from previous expertise location methods in several significant ways. First, it includes the measurement of knowledge value within the context of the organisation's strategy and activities. Second, it addresses concerns with existing methods such as subjectivity associated with …
Articulating Knowledge Work: The Contributions Of Activity Theory And Task-Based Knowledge Management, Henry Linger, Frada Burstein, Helen M. Hasan
Articulating Knowledge Work: The Contributions Of Activity Theory And Task-Based Knowledge Management, Henry Linger, Frada Burstein, Helen M. Hasan
Helen Hasan
This chapter addresses issues of knowledge work in organisations with a concern that mainstream knowledge management (KM) has fallen short of expectations. The real nature of knowledge work remains hidden, and thus inaccessible, to those who are trying to improve organisational outcomes through KM practices. The authors have conducted independent research within a new discourse on knowledge work in the context of modem complex organisations, the results of which are converging to a common understanding of this critical phenomenon. Their two theoretical frameworks, one task-based and one activity-based, are described here as eminently suited to this research. Two sets of …
The Wiki: An Environment To Revolutionise Employees' Interaction With Corporate Knowledge, Helen M. Hasan, Charmaine C. Pfaff
The Wiki: An Environment To Revolutionise Employees' Interaction With Corporate Knowledge, Helen M. Hasan, Charmaine C. Pfaff
Helen Hasan
Some corporations have adopted a Wiki on their Intranets for employees to collectively store, edit and access workrelated material such as reports, best-practice features, and documents. As such collaborative software moves from the social to the corporate arena, it is bound to challenge management authority, engaging the knowledge worker in a more participatory knowledge capability and environment. This paper explores the implication that this revolution has for the interaction of corporate users with technology that will lead to a profound change in organisational culture.
Q-Methodology For The Active Process Of Knowledge Management, Joseph A. Meloche, Helen M. Hasan, Michelle Mok
Q-Methodology For The Active Process Of Knowledge Management, Joseph A. Meloche, Helen M. Hasan, Michelle Mok
Helen Hasan
Knowledge Managament for the provision of Health Information Services is a developing field and one that is usefully informed by applied research. The current study is conducted with Intensive Care Unit (ICU) professionals to capture and distil their views in regard to a developing a Web-Based Information Service. This service is provided by a central coordination and monitoring unit for intensive care units across NSW, Australia. The study is part of a larger research initiative that is being done to advance the provision of health information in ICU's across the state. Given the complex and dynamic context of ICUs, there …
Overcoming Organisational Resistance To Using Wiki Technology For Knowledge Management, Charmaine C. Pfaff, Helen M. Hasan
Overcoming Organisational Resistance To Using Wiki Technology For Knowledge Management, Charmaine C. Pfaff, Helen M. Hasan
Helen Hasan
Although Wikis emerged in the public domain more than a decade ago, a number of business organisations are now discovering the advantages of using Wiki technology to manage knowledge. However, there are many who are not convinced about the merits of this relatively new Wiki technology and are not yet prepared to risk its adoption because it exhibits many ideas that have yet to be tested and many issues that have yet to be resolved. This paper studies the merits of using a Wiki for knowledge management. While some cases of corporate adoption of Wiki technology have been reported, cases …
Collaborative Knowledge At The Grass-Roots Level: The Risks And Rewards Of Corporate Wikis, Charmaine Pfaff, Helen M. Hasan
Collaborative Knowledge At The Grass-Roots Level: The Risks And Rewards Of Corporate Wikis, Charmaine Pfaff, Helen M. Hasan
Helen Hasan
The open source movement is founded on the concept of democratising knowledge to freely collaborate and exchange information at the grass-roots level. As Wikis are philosophically grounded in this movement, the use of corporate Wikis in the collaborative creation and operation of knowledge management systems holds considerable potential. However, the impact of using corporate Wikis in the business environment has uncovered some challenging issues such as licensing, accountability and liability regarding copyright, which may require a change in the way we think about intellectual property and licensing in this connected world.