Integrating communication and information through ContactMap
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Sharing Expertise: Beyond Knowledge Management
Sharing Expertise: Beyond Knowledge Management
An empirical investigation of KM styles and their effect on corporate performance
Information and Management
Field studies of computer system administrators: analysis of system management tools and practices
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Proceedings of the 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology
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Proceedings of the 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology
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In this paper we describe the results of an empirical study about the information needs of system administrators in large scale Information Technology (IT) service delivery organizations. This study is based on interviews, non-participant observation, and an electronic survey with more than 200 systems administrators working on incident management, covering their daily work including knowledge and information needs in complex situations and routine work. Although previous work has uncovered the knowledge-intensive and collaborative nature of system administrators' work, the results described in the paper detail a much more complex picture: (i) low usage of knowledge management tools; (ii) high usage of personal communication and collaboration tools; and (iii) need of gathering information about customers from a specific set of stakeholders. We also found that the most useful sources of information in handling complex situations are: the customer; the customer account team; and other employees who were experts both in the customer and in particular aspects of the delivery of services. The results of this study indicate that knowledge management in IT service factories is very challenging and possibly should evolve from the current passive model of knowledge management to a dynamic style emphasizing both reusability through information technologies and sharing through face to face and computer-supported discussions among employees.