End-user training and learning
Communications of the ACM
The role of training in preparing end users to learn related software
Journal of End User Computing
Qualitative Data Analysis: A User-Friendly Guide
Qualitative Data Analysis: A User-Friendly Guide
The Illusory Diffusion of Innovation: An Examination of Assimilation Gaps
Information Systems Research
Knowledge and Organization: A Social-Practice Perspective
Organization Science
The Assimilation of Knowledge Platforms in Organizations: An Empirical Investigation
Organization Science
Combining IS Research Methods: Towards a Pluralist Methodology
Information Systems Research
Coordinating Expertise in Software Development Teams
Management Science
Knowledge and Productivity in Technical Support Work
Management Science
Information Systems Research
Re-Embedding Situatedness: The Importance of Power Relations in Learning Theory
Organization Science
Knowledge Sourcing Effectiveness
Management Science
Real Options and IT Platform Adoption: Implications for Theory and Practice
Information Systems Research
Evaluating end-user training programs
Communications of the ACM - Interaction design and children
Enacting Integrated Information Technology: A Human Agency Perspective
Organization Science
Knowing-Why About Data Processes and Data Quality
Journal of Management Information Systems
A Longitudinal Field Study of Training Practices in a Collaborative Application Environment
Journal of Management Information Systems
Journal of Management Information Systems
Journal of Management Information Systems
Using Mentoring and Storytelling to Transfer Knowledge in the Workplace
Journal of Management Information Systems
Situated Learning and the Situated Knowledge Web: Exploring the Ground Beneath Knowledge Management
Journal of Management Information Systems
Learning to Implement Enterprise Systems: An Exploratory Study of the Dialectics of Change
Journal of Management Information Systems
Knowledge transfer in response to organizational crises: An exploratory study
Expert Systems with Applications: An International Journal
International Journal of Information Management: The Journal for Information Professionals
Journal of Information Science
HCI'13 Proceedings of the 15th international conference on Human Interface and the Management of Information: information and interaction for learning, culture, collaboration and business - Volume Part III
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Although there is substantial research on learning that occurs before adoption of a new information system, there is a dearth of research on postimplementation learning when a new system is assimilated as a routine element of users' work. Hence, during the postimplementation period of a bank's new work flow system, we conducted a longitudinal participant observation study to observe knowledge transfers of users and information technology (IT) professionals assigned to a help desk. We found that although users turned to IT professionals to obtain knowledge related to conceptual understanding and procedures to use the system, they most often turned to other users to obtain knowledge that allowed them to adapt the system to their work. IT professionals, on the other hand, often turned to their colleagues to obtain knowledge that helped them modify the system to emerging innovative uses. These patterns of knowledge transfers can be explained based upon source expertise. Our findings indicate that organizations must sustain designated sources of knowledge such as help desks, but must also establish conduits for users to acquire knowledge from other users and develop innovative uses of the system. A substantial amount of critical knowledge transfers relevant to system adaptation occurred during face-to-face discussions between users and IT professionals, and therefore future research should examine how this would be affected by the outsourcing of technical support functions.