Diagnostic reasoning based on structure and behavior
Artificial Intelligence - Special volume on qualitative reasoning about physical systems
Artificial intelligence
Plans and situated actions: the problem of human-machine communication
Plans and situated actions: the problem of human-machine communication
Intelligent help: communicating with knowledge-based systems
Intelligent help: communicating with knowledge-based systems
Task-structure analysis for knowledge modeling
Communications of the ACM - Special issue on analysis and modeling in software development
A small matter of programming: perspectives on end user computing
A small matter of programming: perspectives on end user computing
Help desks encouraging end users to help themselves
Software Magazine
ACM Transactions on Information Systems (TOIS) - Special issue: selected papers from the conference on office information systems
The sciences of the artificial (3rd ed.)
The sciences of the artificial (3rd ed.)
Process Variation As a Determinant of Bank Performance: Evidence From the Retail Banking Study
Management Science - Special issue on the performance of financial Institutions
Designing Complex Organizations
Designing Complex Organizations
The Social Life of Information
The Social Life of Information
Computers in Context: The Philosophy and Practice of Systems Design
Computers in Context: The Philosophy and Practice of Systems Design
Human Problem Solving
Vision: A Computational Investigation into the Human Representation and Processing of Visual Information
Integrating option model and knowledge management performance measures: an empirical study
Journal of Information Science
When the chips are down: Social and technical aspects of computer failure and repair
Interacting with Computers
Journal of Management Information Systems
Postimplementation Knowledge Transfers to Users and Information Technology Professionals
Journal of Management Information Systems
Time, Narratives and Participation Frameworks in Software Troubleshooting
Computer Supported Cooperative Work
Modern software product support processes and the usage of multimedia formats
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Measurement practices for knowledge management: an option perspective
CAiSE'05 Proceedings of the 17th international conference on Advanced Information Systems Engineering
Information, Technology, and Information Worker Productivity
Information Systems Research
The Learning Curve of IT Knowledge Workers in a Computing Call Center
Information Systems Research
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
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In this paper, we examine the process of technical support work and the role of knowledge in enhancing the productivity of such work. We develop the concepts of problem-solving tasks and moves to describe technical support work, while using call resolution time and problem escalation as measures of productivity. Using hierarchical log-linear modeling, we establish the link between problem-solving moves and productivity. We find that the mix of moves exercised in technical support strongly depends on the formulation of tasks by those requesting support. Because the formulation of tasks is performed by users, knowledge management initiatives must target users as well as support providers to have the desired impact on productivity.