A look into the 21st century: people, business and computers
Information Age
Object-oriented software engineering
Object-oriented software engineering
The productivity paradox of information technology
Communications of the ACM
The marks are on the knowledge worker
CHI '94 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Early expert systems: where are they now?
MIS Quarterly
The Information Mosaic: How Managers Get The Information They Really Need
The Information Mosaic: How Managers Get The Information They Really Need
'Safety in numbers': calculation and document re-use in knowledge work
GROUP '01 Proceedings of the 2001 International ACM SIGGROUP Conference on Supporting Group Work
The cascade of interactions in the digital library interface
Information Processing and Management: an International Journal
No zero match browsing of hierarchically categorized information entities
Artificial Intelligence for Engineering Design, Analysis and Manufacturing
Integrating Markets to Bridge Supply and Demand for Knowledge Intensive Tasks
EC-Web 2009 Proceedings of the 10th International Conference on E-Commerce and Web Technologies
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Irrespective of the frequency to which it is referred, the concept of ''knowledge work'' remains surprisingly ill-defined and generally not well understood. In this paper we look at a case study of a legal team presented with a system to automated routine aspects of documentary evidence analysis. The difficulties experienced reveal important lessons for the way analysts address the design of systems to support knowledge work. Initiatives popular in the 1980s and 1990s, which encourage process perspectives, fail to highlight the human elements adequately, preferring to concentrate on synchronicity and effectiveness of the process. In contrast we argue a need for a more holistic and interpretivist approach. In particular, the needs to avoid conceptualisation through simple task analysis; to gain an understanding of core activities; and to identify informing activities and implicit links between tasks. Knowledge workers are informed by their work and capturing the ''wrong'' tasks forces them to bypass the IS.