Towards virtualizing the helpdesk: Assessing the relevance of knowledge across distance

Kevin F. White, Wayne G. Lutters, A. Komlódi

Research output: Chapter in Book/Report/Conference proceedingConference contribution

5 Citations (Scopus)

Abstract

Managers of information systems face a knowledge crisis as they operate in increasingly heterogeneous, hostile, expertise-poor environments. This problem is compounded for small organizations. This paper presents results from field research on the feasibility of fostering cross-organizational knowledge sharing in order to expand access to expertise for pernicious problems while minimizing the loss of context, such as situational and environmental factors, that impacts the usefulness of solutions. This essentially creates a virtual, cross-organizational helpdesk. In order to understand the utility of such a system we explore how employees? satisfaction with helpdesk articles changes as the source of the articles moves further away from local creation to generic solutions. Our findings suggest that procedurally-based information available within major Internet repositories tends to be the most highly relevant and valued within organizations. However, when no documentation is available from manufacturers, information contributed by partner sites is more effective than those solely developed in-house. This paper suggests strategies for reusing information to impact work within small organizations.

Original languageEnglish
Title of host publicationProceedings of the 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology, CHiMiT '08
DOIs
Publication statusPublished - 2007
Event2nd ACM Symposium on Computer Human Interaction for Management of Information Technology, CHiMiT '08 - San Diego, CA, United States
Duration: Nov 14 2008Nov 15 2008

Other

Other2nd ACM Symposium on Computer Human Interaction for Management of Information Technology, CHiMiT '08
CountryUnited States
CitySan Diego, CA
Period11/14/0811/15/08

Fingerprint

Information systems
Managers
Internet
Personnel

Keywords

  • Cross-organizational
  • Information reuse
  • Knowledge management
  • Organizational memory
  • Relevance
  • Virtual helpdesk

ASJC Scopus subject areas

  • Human-Computer Interaction
  • Information Systems
  • Software

Cite this

White, K. F., Lutters, W. G., & Komlódi, A. (2007). Towards virtualizing the helpdesk: Assessing the relevance of knowledge across distance. In Proceedings of the 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology, CHiMiT '08 [3] https://doi.org/10.1145/1477973.1477977

Towards virtualizing the helpdesk : Assessing the relevance of knowledge across distance. / White, Kevin F.; Lutters, Wayne G.; Komlódi, A.

Proceedings of the 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology, CHiMiT '08. 2007. 3.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

White, KF, Lutters, WG & Komlódi, A 2007, Towards virtualizing the helpdesk: Assessing the relevance of knowledge across distance. in Proceedings of the 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology, CHiMiT '08., 3, 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology, CHiMiT '08, San Diego, CA, United States, 11/14/08. https://doi.org/10.1145/1477973.1477977
White KF, Lutters WG, Komlódi A. Towards virtualizing the helpdesk: Assessing the relevance of knowledge across distance. In Proceedings of the 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology, CHiMiT '08. 2007. 3 https://doi.org/10.1145/1477973.1477977
White, Kevin F. ; Lutters, Wayne G. ; Komlódi, A. / Towards virtualizing the helpdesk : Assessing the relevance of knowledge across distance. Proceedings of the 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology, CHiMiT '08. 2007.
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