Hier finden Sie von Know-Center MitarbeiterInnen verfasste wissenschaftliche Publikationen


Farmer Johannes, Lindstaedt Stefanie , Droschl Georg, Luttenberger Peter

A Knowledge Infrastructure Hierarchy Model for Call Centre Processes

Proceedings of the 5th International Conference on Organizational Knowledge, Learning, and Capabilities, 2004


Farmer J., Lindstaedt Stefanie , Droschl G., Luttenberger P.

AD-HOC - Work-integrated Technology-supported Teaching and Learning

Proceedings of the 5th International Conference on Organizational Knowledge, Learning, and Capabilities, Innsbruck, 2004

Carrying out today’s knowledge work without information and communicationtechnology (ICT) is unimaginable. ICT makes it possible to process and exchangeinformation quickly and efficiently. However, accomplishing tasks with ICT isoften tedious: Colleagues have to be asked, how best to proceed. Necessaryresources have to be searched for in the intranet and internet. And one has toget familiar with applying the various systems and tools. This way, solving asimple task can become a time consuming process for inexperienced employeesand also for those who are asked for their expertise.Therefore, at the Know-Center Graz, Austria , the AD-HOC methodology hasbeen developed to support knowledge workers in task-oriented learning andteaching situations. This methodology is used to analyse the work processes, toidentify the needed resources, tools, and systems, and finally to design an ADHOCEnvironment. In this environment, systems and tools are arranged forspecific work processes. Users are then guided at their work tasks and areprovided with the necessary resources instantly.This article presents the AD-HOC methodology. It analyses the obstacles thathamper efficient knowledge work and how AD-HOC overcomes them. Finally, thesupport of users at their specific work tasks by deployed AD-HOC Environmentsis shown in two field studies.
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