Informal Notes on Technology Use as a Mechanism for Knowledge Representation and Transfer
نویسندگان
چکیده
The use of informal documents to support users of information technology is taken for granted in organizations and largely ignored in academic research. Yet these notes can capture much more than just tips and shortcuts on how to use a particular technology; we contend that they are an overlooked knowledge resource capable of providing insights into the organization itself, including its culture, structure, mores, and business processes. To that end, we describe and categorize the nature and use of informal documents for supporting users of an enterprise resource planning system in a Fortune 500 company. Users ranging from novices to experts still rely on these notes years after the system implementation. This study is a first but necessary step in analyzing the types of information that can be derived from informal notes so that organizations can more fully utilize the knowledge they represent.
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