Plans and situated actions: the problem of human-machine communication
Plans and situated actions: the problem of human-machine communication
Learning from Notes: organizational issues in groupware implementation
CSCW '92 Proceedings of the 1992 ACM conference on Computer-supported cooperative work
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
The 1,2,3's of helping yourself: search for answers, not for documentation
SIGUCCS '98 Proceedings of the 26th annual ACM SIGUCCS conference on User services
Considering an organization's memory
CSCW '98 Proceedings of the 1998 ACM conference on Computer supported cooperative work
Reexamining organizational memory
Communications of the ACM
Procedure based help desk system
Proceedings of the 5th international conference on Intelligent user interfaces
Dynamic "intelligent handler" of frequently asked questions
Proceedings of the 7th international conference on Intelligent user interfaces
Pre-empting user questions through anticipation: data mining FAQ lists
SAICSIT '02 Proceedings of the 2002 annual research conference of the South African institute of computer scientists and information technologists on Enablement through technology
Narratives at work: story telling as cooperative diagnostic activity
CSCW '86 Proceedings of the 1986 ACM conference on Computer-supported cooperative work
Information use of service technicians in difficult cases
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Remembrance of designs past: legacy data, organisational memory and distributed design
Systems engineering for business process change
HICSS '04 Proceedings of the Proceedings of the 37th Annual Hawaii International Conference on System Sciences (HICSS'04) - Track 4 - Volume 4
On "Technomethodologyn";: foundational relationships between ethnomethodology and system design
Human-Computer Interaction
Over the Shoulder Learning: Supporting Brief Informal Learning
Computer Supported Cooperative Work
The practical indispensability of articulation work to immediate and remote help-giving
CSCW '06 Proceedings of the 2006 20th anniversary conference on Computer supported cooperative work
Local expertise at an emergency call centre
ECSCW'05 Proceedings of the ninth conference on European Conference on Computer Supported Cooperative Work
Knowledge work artifacts: kernel cousins for free/open source software development
Proceedings of the 2007 international ACM conference on Supporting group work
CoScripter: automating & sharing how-to knowledge in the enterprise
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
A wiki instance in the enterprise: opportunities, concerns and reality
Proceedings of the 2008 ACM conference on Computer supported cooperative work
The confusion of crowds: non-dyadic help interactions
Proceedings of the 2008 ACM conference on Computer supported cooperative work
Engineering the social: The role of shared artifacts
International Journal of Human-Computer Studies
Computer help at home: methods and motivations for informal technical support
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Please help!: patterns of personalization in an online tech support board
Proceedings of the fourth international conference on Communities and technologies
Ownership and Evolution of Local Process Representations
INTERACT '09 Proceedings of the 12th IFIP TC 13 International Conference on Human-Computer Interaction: Part I
Working around official applications: experiences from a large engineering project
Proceedings of the ACM 2011 conference on Computer supported cooperative work
On the roles of policies in computer systems management
International Journal of Human-Computer Studies
Modern software product support processes and the usage of multimedia formats
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Supporting collaborative help for individualized use
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Science of Computer Programming
PROFES'12 Proceedings of the 13th international conference on Product-Focused Software Process Improvement
Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Sharing Knowledge and Expertise: The CSCW View of Knowledge Management
Computer Supported Cooperative Work
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This paper examines the way in which a knowledge management system (KMS)-by which we mean the people, processes and software-came into being and evolved in response to a variety of shifting social, technical and organizational pressures. We draw upon data from a two year ethnographic study of a sophisticated help desk to trace the KMS from its initial conception as a "Common Problems" database for help desk personnel, to its current instantiation as a set of Frequently Asked Questions published on an intranet for help desk clients. We note how shifts in management, organizational structure, incentives, software technologies, and other factors affected the development of the system. This study sheds light on some of the difficulties that accompany the implementation of CSCW systems, and provides an analysis of how such systems are often designed by bricolage.