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Commenced in January 2007 Frequency: Monthly Edition: International Publications Count: 29636


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257
Implementing Knowledge Transfer Solution through Web-based Help Desk System
Abstract:
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.
Digital Object Identifier (DOI):

References:

[1] D.J. Skyrme. "From Information Management to Knowledge Management: are you prepared?" Online -97 (9-11 December), http://www,skyrme.com/pubs/on97full.htm
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[4] E. M. Awad and H.M. Ghaziri, "Knowledge Management". 2004
[5] Why Knowledge Management/ Transfer http://www.cs.state.ny.us/successionplanning/workgroups/knowledgema nagement/whyknowledge.cfm
[6] R.M Grant, "Prospering in Dynamically-competitive organization" Organization Science, V ol. 7, No. 4, July, 1996,
[7] I. B. Fernandez, A. Gonzalez and R. Sabherwal, "Knowledge Management - Challenges, Solutions and Technologies". 2004
[8] R. M. Grant, "Prospering in dynamically-competitive environments: Organizational capability as knowledge integration", Organizational Science, 1996
[9] A. Agostini, et al, "Stimulating Knowledge Discovery and Sharing", ACM SIGGruop Bulletin, Knowledge Management session, ACM Press, 2003
[10] P.C. Murray, Information, Knowledge and Document Management Technology", Knowledge Transfer International. http://www.ktic.com/topic6/12_INFKM.HTM
[11] J. McGarrity, "Implementing a Knowledge Management Solution; From Scattered, Individual Tools to Shared, Fully-Stocked Workshop", Proceedings of the 29th annual ACM SIGUCCS conference on User services, 2001
[12] I. T. Hawryszkiewycz, "Knowledge Sharing Through Workspace Networks", Proceedings of the 1999 ACM SIGCPR conference on Computer personnel research, 1999
[13] http://www.dest.gov.au/sectors/research_sector/policies_issues_reviews/ key_issues/commercialisation/knowledge_transfer.htm
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