Behind the Help Desk: Evolution of a Knowledge Management System in a Large Organization

Topics:
Knowledge Management
Tags:
Call Centers,
Enterprise Software,
Help Desk,
It Operations,
Knowledge Management,
Knowledge Management System,
Software
Source:
Association for Computing Machinery

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Overview: This paper examines the way in which a Knowledge Management System (KMS) - by which the authors mean the people, processes and software - came into being and evolved in response to a variety of shifting social, technical and organizational pressures. The authors 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.

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Format: PDF | Size: 318KB | Date: Nov 2004 | Pages: 10

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