Abstract
This paper describes a field study of knowledge sharing in mobile work settings, and examines how rich data capture in situ can be utilized to improve knowledge management practices. An ethnographic study is being conducted of a heating and cooling services company, focusing on the exchange of case stories, which are messages that tell the particulars of occurrences, or courses of events that are directly related to work processes. Knowledge sharing processes are identified among field knowledge workers, back office staff, and customers. With knowledge gained from the ethnographic study, we provide system design implications focusing on how rich data capture in situ can be used to enhance the integration of knowledge management process into everyday work activities. Our study also highlights how knowledge management system must facilitate the social aspect of knowledge sharing, and recontextualize information appropriately for different audiences. This research enhances our understanding of how future mobile multimedia messaging technology can be used in the design of organizational knowledge management systems.
| Original language | English (US) |
|---|---|
| Pages | 2231-2236 |
| Number of pages | 6 |
| State | Published - 2003 |
| Event | 9th Americas Conference on Information Systems, AMCIS 2003 - Tampa, United States Duration: Aug 4 2003 → Aug 6 2003 |
Conference
| Conference | 9th Americas Conference on Information Systems, AMCIS 2003 |
|---|---|
| Country/Territory | United States |
| City | Tampa |
| Period | 8/4/03 → 8/6/03 |
All Science Journal Classification (ASJC) codes
- Library and Information Sciences
- Computer Networks and Communications
- Computer Science Applications
- Information Systems
Keywords
- Human computer interaction
- computer supported cooperative work
- knowledge management
- mobile computing