Serving Information Workers and Knowledge Workers

摘要

Information and knowledge workers are important users of technical communication products, but they do their work in different ways. Information work (i-work) follows a procedure to achieve a desired and prescribed result. Knowledge work (k-work) is decision making, the process of using one's skills and experiences to solve a problem. Information and knowledge are not always differentiated properly when organizations provide training and documentation for their workers, and information and knowledge tasks are not neatly separated in most business processes. Information and knowledge tasks can be separated and identified, allowing for the development of proper teaching and support materials.