Distributed artificial intelligence: vol. 2
Answer Garden: a tool for growing organizational memory
COCS '90 Proceedings of the ACM SIGOIS and IEEE CS TC-OA conference on Office information systems
HCI'92 Proceedings of the conference on People and computers VII
Augmenting the organizational memory: a field study of answer garden
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Answer Garden 2: merging organizational memory with collaborative help
CSCW '96 Proceedings of the 1996 ACM conference on Computer supported cooperative work
Designing and implementing asynchronous collaborative applications with Bayou
Proceedings of the 10th annual ACM symposium on User interface software and technology
Considering an organization's memory
CSCW '98 Proceedings of the 1998 ACM conference on Computer supported cooperative work
Just talk to me: a field study of expertise location
CSCW '98 Proceedings of the 1998 ACM conference on Computer supported cooperative work
Achieving safety: a field study of boundary objects in aircraft technical support
CSCW '02 Proceedings of the 2002 ACM conference on Computer supported cooperative work
Knowledge Processes and Ontologies
IEEE Intelligent Systems
The Intelligent Helpdesk: Supporting Peer-Help in a University Course
ITS '98 Proceedings of the 4th International Conference on Intelligent Tutoring Systems
Communities and technologies
Tangible interface for collaborative information retrieval
CHI '04 Extended Abstracts on Human Factors in Computing Systems
Temporality in Medical Work: Time also Matters
Computer Supported Cooperative Work
Making action visible in time-critical work
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Leveraging digital backchannels to enhance user experience in electronically mediated communication
CSCW '06 Proceedings of the 2006 20th anniversary conference on Computer supported cooperative work
Supporting expertise awareness: finding out what others know
Proceedings of the 2007 symposium on Computer human interaction for the management of information technology
Pruning the answer garden: knowledge sharing in maintenance engineering
ECSCW'03 Proceedings of the eighth conference on European Conference on Computer Supported Cooperative Work
ECSCW'05 Proceedings of the ninth conference on European Conference on Computer Supported Cooperative Work
Beyond Boundary Objects: Collaborative Reuse in Aircraft Technical Support
Computer Supported Cooperative Work
SearchTogether: an interface for collaborative web search
Proceedings of the 20th annual ACM symposium on User interface software and technology
Information Processing and Management: an International Journal
Searching for experts in the enterprise: combining text and social network analysis
Proceedings of the 2007 international ACM conference on Supporting group work
Structuring cross-organizational knowledge sharing
Proceedings of the 2007 international ACM conference on Supporting group work
Tag-it, snag-it, or bag-it: combining tags, threads, and folders in e-mail
CHI '08 Extended Abstracts on Human Factors in Computing Systems
The influence of boundary objects on group collaboration in construction project teams
Proceedings of the ACM 2009 international conference on Supporting group work
Active artifacts as bridges between context and community knowledge sources
Proceedings of the fourth international conference on Communities and technologies
Understanding together: sensemaking in collaborative information seeking
Proceedings of the 2010 ACM conference on Computer supported cooperative work
The role of narratives in collaborative information seeking
Proceedings of the 17th ACM international conference on Supporting group work
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CSCW has long been concerned with formal and informal knowledge practices in organizations, examining both the social and technical aspects of how knowledge is sought, shared, and used. In this study, we are interested in examining the set of activities that occur when co-located knowledge workers manage and resolve issues by seeking, sharing, and applying their informal knowledge. Informal knowledge seeking involves more than identifying the expert who has the knowledge or accessing the knowledge through physical artifacts. It also involves working with that expert to identify and apply the appropriate knowledge to the particular situation. However, our understandings of how people collaboratively work together to find, share and apply this knowledge are less well understood. To investigate this phenomenon, we conducted a field study of how professionals in three IT teams of a regional hospital managed and resolved IT issues. These knowledge workers used various collaborative practices such as creation of ad-hoc teams and the use of email to identify, share, and use informal knowledge to resolve IT issues. In addition, particular team practices such as how issues are assigned affected these knowledge activities. Our findings highlight how informal knowledge activities are affected by a variety of implicit and sometimes subtle features of the organization and that organizational knowledge management systems should support informal knowledge seeking activities and collaboration amongst the knowledge sharers.