The technology of team navigation
Intellectual teamwork
Groupware and social dynamics: eight challenges for developers
Communications of the ACM
Design for collaborative learnability
CSCL '95 The first international conference on Computer support for collaborative learning
Answer Garden 2: merging organizational memory with collaborative help
CSCW '96 Proceedings of the 1996 ACM conference on Computer supported cooperative work
Social translucence: designing social infrastructures that make collective activity visible
Communications of the ACM - Supporting community and building social capital
The Social Life of Information
The Social Life of Information
Cultivating Communities of Practice: A Guide to Managing Knowledge
Cultivating Communities of Practice: A Guide to Managing Knowledge
Sharing Expertise: Beyond Knowledge Management
Sharing Expertise: Beyond Knowledge Management
Understanding Computers and Cognition: A New Foundation for Design
Understanding Computers and Cognition: A New Foundation for Design
Working Knowledge: How Organizations Manage What They Know
Working Knowledge: How Organizations Manage What They Know
Shifting Perspectives on Organizational Memory: From Storage to Active Remembering
HICSS '96 Proceedings of the 29th Hawaii International Conference on System Sciences Volume 3: Collaboration Systems and Technology
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This paper considers the problem of computer user support and workplace learning in general. Theoretically our work is influenced by ideas on knowledge management, expertise networks and communities of practice. Our approach seeks to tap into the powerful and situated learning potential of the collaborative support provided by colleagues. We consider that such support could be enhanced through the use of a collaborative support system. We outline our investigations into design issues, a generic model and various experiments related to the development of such a system. In particular, we emphasise the value of recorded demonstrations for representing computer-related practice. We present a number of design conclusions derived from our experiences, and warn that whereas active user participation is the essential ingredient in a support system it is perhaps the most difficult thing to achieve.