ADAPTING KNOWLEDGE MANAGEMENT SYSTEMS FOR COLLABORATIVE TECHNICAL PROBLEM SOLVING

摘要

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.