SHARING THE KNOWLEDGE

摘要

One of IT's main jobs is to train users in the essentials of Microsoft Office and other applications. But three years ago, users at Raytheon Company were less productive with Microsoft Office applications than they could have been because they were spending too much time trying to make the applications do what they wanted. Pamela Leal, Raytheon's director of information knowledge and management, and Intelliem, a consulting firm, developed a strategy to give users application-specific training relevant to their on-the-job tasks and support through a network of end-user subject matter experts (SMEs). Senior editor Anne Grubb spoke with Pamela about how Raytheon implemented this strategy, called In-Context Solutions (iCON).