Knowledge management is a process taking any steps
that needed to get the most out of available knowledge resources.
KM involved several steps; capturing the knowledge discovering
new knowledge, sharing the knowledge and applied the knowledge in
the decision making process. In applying the knowledge, it is not
necessary for the individual that use the knowledge to comprehend it
as long as the available knowledge is used in guiding the decision
making and actions. When an expert is called and he provides stepby-
step procedure on how to solve the problems to the caller, the
expert is transferring the knowledge or giving direction to the caller.
And the caller is 'applying' the knowledge by following the
instructions given by the expert. An appropriate mechanism is
needed to ensure effective knowledge transfer which in this case is
by telephone or email. The problem with email and telephone is that
the knowledge is not fully circulated and disseminated to all users. In
this paper, with related experience of local university Help Desk, it is
proposed the usage of Information Technology (IT)to effectively
support the knowledge transfer in the organization. The issues
covered include the existing knowledge, the related works, the
methodology used in defining the knowledge management
requirements as well the overview of the prototype.
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