IDENTIFY FAQ KNOWLEDGE GAP IN IT HELPDESK USING KNOWLEDGE MAPPING CASE STUDY: HALOSIS BPS-STATISTICS

FAQ Finder: A Case-Based Approach to Knowledge Navigation

One of the important prospects for the national information infrastructure is the wide-spread availability of on-line data and information services on a large scale. However, existing means of information access will not scale up to a network of this size. We believe that access to appropriate information, the ability to contact the right source at the right time, is the most significant obstac...

Agent-Oriented Knowledge Management in Learning Environments: A Peer-to-Peer Helpdesk Case Study

In this paper we present an analysis and modeling case study for agent mediated knowledge management in educational environments: Help&Learn, an agent-based peer-to-peer helpdesk system to support extraclass interactions among students and teachers. Help&Learn expands the student’s possibility of solving problems, getting involved in a cooperative learning experience that transcends the limits ...

A Healthcare Knowledge Management Helpdesk (HEKMA H) Framework to Enhance Healthcare IT Service Delivery

The introduction of healthcare information systems (HIS) technologies into the healthcare environment has led to increased efficiency in providing better services and improved processes for healthcare practitioners. Hence, the information technology (IT) department has a significant role in providing technical support and maintenance to the HIS in order to ensure efficiency of the HIS use among...

Physicians and knowledge translation of statistics: Mind the gap.

Action Research Design of Knowledge Work & IT A Case Study

This is a case study of a public insurance company’s conversion of long-standing paper-based work processes to an electronic document management system, “E-File”, with imaging, data integration, and automated workflow. Simultaneously, significant redesign occurred in jobs and organization structure, business processes, and people development. The E-File experience is an imperfect but powerful i...