Organizational learning: enabling self-organized knowledge logistics for a health insurance company

CSCL at the workplace is subject to the special characteristics of a situation where learning is not the primary task of the learners. The gap between the goal to work efficiently and the need to increase qualification and skills is even wider in organizations which operate in knowledge-intensive markets and where responsibility and autonomy characterize the work style of geographically distributed workers (“Virtual Organizations”). Classical learning methods have to be complemented by a lightweight knowledge-sharing infrastructure (“knowledge logistics”). In this contribution we describe a method of introduction of knowledge logistics which reflects that gap and offers support for self-organized settings for learning at work. We present our approach by describing the case of the field service of a German health insurance company.