Implementing knowledge transfer solution through web-based help desk system

Research output: Contribution in Book/Report/Proceedings - With ISBN/ISSN › Conference contribution/Paper › peer-review

Published

Standard

Implementing knowledge transfer solution through web-based help desk system. / Ariffin, Mazeyanti; Arshad, Noreen; Shaarani, Ainol et al.
Proceeding of the Fourth International Conference on Information Technology (ICIT07) 2007, 25-27th May, Austria. 2007.

Research output: Contribution in Book/Report/Proceedings - With ISBN/ISSN › Conference contribution/Paper › peer-review

Harvard

Ariffin, M, Arshad, N, Shaarani, A & Shah, U 2007, Implementing knowledge transfer solution through web-based help desk system. in Proceeding of the Fourth International Conference on Information Technology (ICIT07) 2007, 25-27th May, Austria.

APA

Ariffin, M., Arshad, N., Shaarani, A., & Shah, U. (2007). Implementing knowledge transfer solution through web-based help desk system. In Proceeding of the Fourth International Conference on Information Technology (ICIT07) 2007, 25-27th May, Austria

Vancouver

Ariffin M, Arshad N, Shaarani A, Shah U. Implementing knowledge transfer solution through web-based help desk system. In Proceeding of the Fourth International Conference on Information Technology (ICIT07) 2007, 25-27th May, Austria. 2007

Author

Ariffin, Mazeyanti ; Arshad, Noreen ; Shaarani, Ainol et al. / Implementing knowledge transfer solution through web-based help desk system. Proceeding of the Fourth International Conference on Information Technology (ICIT07) 2007, 25-27th May, Austria. 2007.

Bibtex

@inproceedings{9103e72dbd62496ea0c6b8c8fd8610f9,

title = "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 {\textquoteleft}applying {\textquoteright} 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.",

author = "Mazeyanti Ariffin and Noreen Arshad and Ainol Shaarani and Uzair Shah",

year = "2007",

language = "English",

booktitle = "Proceeding of the Fourth International Conference on Information Technology (ICIT07) 2007, 25-27th May, Austria",

}

RIS

TY - GEN

T1 - Implementing knowledge transfer solution through web-based help desk system

AU - Ariffin, Mazeyanti

AU - Arshad, Noreen

AU - Shaarani, Ainol

AU - Shah, Uzair

PY - 2007

Y1 - 2007

N2 - 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.

AB - 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.

M3 - Conference contribution/Paper

BT - Proceeding of the Fourth International Conference on Information Technology (ICIT07) 2007, 25-27th May, Austria

ER -

Research