Implementing Knowledge Transfer Solution through Web-based Help Desk System

M Ariffin , Mazeyanti and Arshad , Noreen Izza and Shazi, Ainol R and Shah, Syed Uzair (2007) Implementing Knowledge Transfer Solution through Web-based Help Desk System. In: Fourth International Conference on Information Technology (ICIT07) , 25-27 May 2007, Austria.

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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 step-by-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.

Item Type:Conference or Workshop Item (Paper)
Uncontrolled Keywords:Knowledge Management, Knowledge Transfer, Help Desk, Web-based system.
Subjects:Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Departments / MOR / COE:Departments > Computer Information Sciences
ID Code:3824
Deposited By: Ms Mazeyanti Mohd Ariffin
Deposited On:04 Jan 2011 00:41
Last Modified:04 Jan 2011 00:41

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