Although the concept of knowledge work has been around for fifty years and many interventions have been made in order to support this type of work, information is scarce on the effects of such interventions. This paper presents the results of a multiple-case study consisting of seven cases related to six European organisations and one network of organisations on the topics performance, measures and plans concerning knowledge maturing. The paper lays out the design of the empirical study, the methods used, the results we gained and the interpretation that we performed on the basis of the results. We collected a number of reasons why organisations deem themselves as outperforming others with respect to knowledge maturing, measures that have proven successful when being employed in a certain constellation or are planned by the organisations. Out of those, we were able to elicit levers and clearly describe the effects those levers are per-ceived to create with respect to general handling of knowledge and their effects on knowledge maturing.
Intention-Aware systems are introduced as a system class which enables user support based on intention detection. Thereby, intention-aware systems build on the user-centric support approach of attention-aware systems and the environment-centric support approach of context-aware systems. A framework for intention-aware systems is proposed, highlighting the importance of a task model. We review 16 context-aware and attention-aware systems as foundation for the work on a task model for intention-aware systems.
Pattern based task management has been proposed as a promising approach to work experience reuse in knowledge intensive work environments. While initial work has focused on the conceptualization and development of a generic framework, the process and user interaction of the task pattern lifecycle has not been addressed. In this paper, we introduce task copy augmented by Abstraction Services as a novel approach to facilitate task pattern creation and maintenance in a semi-automatic fashion. Also, we develop the architecture to demonstrate the underlying ideas by leveraging the advantage of semantic technologies.
The concept of knowledge worker has been around for fifty years and many information and communication technologies have been implemented in order to support this type of work. Workplaces have changed substantially, but information is scarce about how actual knowledge workers handle knowledge in their workplaces. This paper presents the results of a joint study of knowledge workers’ workplaces in five organisations representing a diverse sample in terms of size, sector and technology intensity. The results suggest that a number of person types with predominant ways of handling knowledge can be favourably used for designing supportive tools and infrastructures.
Despite the growing importance of knowledge work in today’s organizations, its support by means of ICT tools is still rather limited. Recent trends in semantic technologies provide novel approaches for an effective solution to these challenges in terms of semanticbased task management. However, task management involves the complex interplay of information and work activities. Thus a semantic task management framework is needed which supports an adaptable semantic foundation, to meet the challenges of knowledge work, via a set of task services on the desktop. To this end, we propose the Nepomuk Semantic Task Management Framework (STMF) as platform for a task-oriented ecosystem for desktop applications.
In recent years the visualization of knowledge has been gaining wider attention: visualization is said to enhance human capabilities for knowledge intense activities such as decision making and strategic thinking. However, this is a recent field and still widely unexplored. Thus far, the advantages of knowledge visualization have been investigated mainly through anecdotal evidence and qualitative studies. In this paper, we propose an experimental approach to further comprehend the role of visualization in fostering knowledge sharing. We plan to compare the elicitation and evaluation processes of groups who are provided (1) with an optimal visual support, (2) with a sub-optimal visual support, and (3) without any visualization. The goal of our research is to apply the experimental approach – widely used in studying GSS (Group Support System) but seldom used in knowledge management – to shed light on the role of visualization for knowledge-intensive tasks in groups. We report first preliminary results of an experiment with 56 MBA students and also outline the limitations of our approach.
A Report on a Systems Theory Based Approach to Identify Options for Higher Knowledge Work Productivity and its Applications in Business and Public Management
The established methods used for measuring labour productivity originally designed for the manufacturing sector do not fit the specific characteristics of knowledge work. We therefore propose a more appropriate understanding of the driving forces behind knowledge work productivity, focussing on process quality instead of result quantity. In a three step potential analysis, we assess (1) the knowledge intensity and then (2) current levels of knowledge work productivity with regard to typical intellectual activities such as information processing, communication, decision making, and learning, as well as organizational adaptability. The quality of knowledge work can be increased if the handling of information, communication and knowledge during these activities occurs in a systematically organised way instead of arbitrarily. Results of the analysis are then used to (3) propose both short and medium term action plans for more productive knowledge work.
Diagrams are often conceived as static representations. In this paper, by contrast, we explore how conceptual graphic representations can be used as communicative devices for knowledge-intense activities in groups. We do so by reviewing and extending existing cognitive and communicative dimensions and criteria. The aim of our research is to formalize the description of diagrams used in management discussions, analyzing their communicative and collaborative functions in order to better use them in knowledge creation and sharing in teams. We start with reviewing and merging the literature on cognitive and communicative dimensions and the literature on boundary objects, as well as information visualization, in order to compile the most relevant dimensions for knowledge creation and sharing in team. Thus, we cluster those dimensions obtaining eight macro-dimensions. We propose a formal analysis of diagrams which can be used as a tool for selecting and modifying appropriate visualizations fordifferent knowledge-intensive activities in teams. An application example illustrates this approach.
The requirements on learning support from knowledge work differ compared to traditional work. Based on those observations an approach for supporting learning in knowledge work is proposed considering requirements from e-learning as well as from knowledge management. In addition to traditional e-learning, on-demand e-learning takes the current situation of the knowledge worker into consideration to ensure learning support of knowledge work is proposed. For using a broad variety of resources in on demand e-learning a single metadata schema for describing seems not sufficient for every organisation. Therefore, application profiles appear adequate for describing resources used in the proposed approach for arranging knowledge elements. Identifying the knowledge workers current situation a learning need should be derived and to use it afterwards for selecting and delivering knowledge elements.
Even though knowledge management has been around for more than a decade, so far concrete instruments that can be systematically deployed are still rare. This paper presents an optimization solution targeted at flexible management of office space considering knowledge management criteria in order to enhance knowledge work productivity. The paper presents the Flexible Office conceptual model and optimization solution and discusses the theoretical foundation, assumptions and reasoning. A corresponding prototype was field-tested, successfully introduced, evaluated with the help of a series of interviews with users and improved according to their requirements. The paper also reflects on the organisational impact and lessons learned from field test and practical experience.
Increasingly Wikis are used to support existing corporate knowledge processes. Wikis are an appropriate software solution to support these processes because of their specific design principles. However, it is not yet proven whether Wikis are an adequate knowledge management tool. This paper presents a new approach to analyze existing networks in Wikis. Four perspectives on Wiki networks are introduced to investigate all dynamic processes and their interrelationships in a Wiki information space. The Social Network Analysis (SNA) is used to uncover existing structures and temporal changes. Additionally, a data set of a corporate Wiki is used to present an analysis which has been carried out. Results of analyzes work can be utilized to improve the existing knowledge processes in a company.
Knowledge-intensive work goes beyond classical workflow with respect to flexibility and integration into the personal task management. The necessity of such integration is demonstrated considering the example of Engineering Change Requests (ECR), handled by an integrated workflow as provided by SAP’s Product Lifecycle Management (PLM). This solution is discussed with respect to additional requirements that occur in ECR processes. This is compared to current approaches as provided by projects at the DFKI and others. An approach is presented that carries on the existing ideas on a more flexible basis, making more extensive use of knowledge management methods.