IN SITU DATA CAPTURE AND MOBILE KNOWLEDGE MANAGEMENT: HELPING TECHNICIANS SHARE CASE STORIES

Document Type

Conference Proceeding

Publication Date

1-1-2003

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.

Identifier

84861505878 (Scopus)

Publication Title

9th Americas Conference on Information Systems Amcis 2003

First Page

2231

Last Page

2236

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