Sharing Expertise: Beyond Knowledge Management

Cover......Page 1
Contents......Page 6
Preface......Page 12
I Overview and Background......Page 21
1 Why Organizations Don’t ‘‘Know What They Know’’: Cognitive
 and Motivational Factors Affecting the Transfer of Expertise Pamela J. Hinds and Jeffrey Pfeffer......Page 23
1.1 Cognitive Limitations......Page 24
1.2 Motivational Limitations......Page 30
1.3 Overcoming Barriers to Transferring Expertise......Page 37
1.4 The Role of Technology......Page 41
References......Page 42
2 A Critical Evaluation of Knowledge Management Practices Marleen Huysman and Dirk de Wit......Page 47
2.1 Knowledge Sharing and Organizational Learning......Page 49
2.2 Introduction to the Research......Page 53
2.3 Knowledge Sharing in Practice......Page 55
2.4 Analysis: Identifying Traps and Ways to Avoid Them......Page 61
2.5 Concluding Remarks......Page 71
References......Page 73
3 Coming to the Crossroads of Knowledge, Learning, and
 Technology: Integrating Knowledge Management and Workplace
 Learning Bill Penuel and Andrew Cohen......Page 77
3.1 Different Learning Processes for Different Situations......Page 78
3.2 Knowledge Management Processes That Support Newcomer Learning......Page 81
3.3 Knowledge Management Processes That Support Expert Learning......Page 87
3.4 Conclusion......Page 93
References......Page 95
II Studies of Expertise Sharing in Organizations......Page 97
4 Emergent Expertise Sharing in a New Community Geraldine Fitzpatrick......Page 101
4.1 The Case......Page 103
4.2 The Work......Page 106
4.3 Bootstrapping through Getting the Work Done......Page 111
4.4 Expertise as Embodied Knowledge......Page 121
4.5 Conclusion......Page 126
References......Page 128
5 Sharing Expertise: Challenges for Technical Support......Page 131
5.1 Expertise Sharing in Maintenance Engineering......Page 133
5.2 Expertise Sharing in a Network of Trainers and Consultants......Page 141
5.3 Discussion......Page 148
5.4 Conclusion......Page 153
References......Page 155
6 Locating Expertise: Design Issues for an Expertise Locator 
System Kate Ehrlich......Page 157
6.1 Leveraging Knowledge in an Organization......Page 158
6.2 Requirements for the Design of an Expertise Locator......Page 162
6.3 Expertise Locator Design......Page 165
6.4 Discussion......Page 175
References......Page 177
7 Who’s There? The Knowledge-Mapping Approximation 
Project Mark S. Ackerman, James S. Boster, Wayne G. Lutters, and David 
W. McDonald......Page 179
7.1 The KMA Project: Looking for Approximation Techniques......Page 181
7.2 Pilot Study Site......Page 182
7.3 Data Collection......Page 184
7.4 Findings from the Pilot Study......Page 190
7.5 Conclusions and Future Work......Page 195
References......Page 197
8.1 Knowledge Management......Page 199
8.2 Communities of Practice......Page 204
8.3 A Web- Based System for Collecting and Distributing Knowledge......Page 211
8.4 Lessons Learned and Experiences Gathered......Page 215
References......Page 217
III Exploring Technology for Sharing Expertise......Page 219
9 Using a Room Metaphor to Ease Transitions in Groupware Saul Greenberg and Mark Roseman......Page 223
9.1 Gaps in Groupware......Page 224
9.2 Features Inherent in a Room Metaphor......Page 227
9.3 TeamWave Workplace......Page 234
9.4 Transitions between Individual and Group Work......Page 241
9.5 Transitions between Synchronous and Asynchronous Collaboration......Page 246
9.6 The Transition from Being Aware of Who Is Around to Working Together in Real Time......Page 253
9.7 The Transition from a Technical Space to a Social Place for Work......Page 258
9.8 Related Work......Page 265
9.9 Summary......Page 268
References......Page 270
10 NewsMate: Providing Timely Knowledge to Mobile and Distributed 
News Journalists Henrik Fagrell......Page 277
10.1 Use Scenario......Page 279
10.2 The NewsMate System......Page 285
10.3 Related Systems......Page 288
10.4 Discussion......Page 290
References......Page 292
11 Supporting Informal Communities of Practice within
 Organizations R. T. Jim Eales......Page 295
11.1 Related Work......Page 297
11.2 Learning in the Wild......Page 298
11.3Collaborat ive Support Systems......Page 299
11.4 The Importance of Demonstrations......Page 308
11.5 Outline of a Collaborative Support System......Page 311
11.6 Design Issues......Page 313
11.7 Conclusion......Page 314
References......Page 315
12 Knowledge Communities: Online Environments for Supporting 
Knowledge Management and Its Social Context Thomas Erickson and Wendy A. Kellogg......Page 319
12.1 Knowledge Workas Social Work......Page 320
12.2 Knowledge Communities......Page 325
12.3 Concluding Remarks......Page 342
References......Page 343
13 Expert-Finding Systems for Organizations: Problem and Domain 
Analysis and the DEMOIR Approach Dawit Yimam-Seid and Alfred Kobsa......Page 347
13.1 Problem Analysis......Page 348
13.2 AutomaticExpert Finders......Page 353
13.3 Positioning AutomaticExpert Finders......Page 356
13.4 Domain Analysis......Page 358
13.5 The DEMOIR Approach......Page 368
13.6 Conclusion and Future Research......Page 373
References......Page 374
14 Automated Discovery and Mapping of Expertise Mark Maybury, Ray D’Amore, and David House......Page 379
14.1 Previous Work......Page 380
14.2 Evolving Framework for Expertise Management......Page 382
14.3 MITRE¡¯s MII Expert Finder......Page 385
14.4 MII XperNet......Page 391
14.5 Lessons Learned/ Future Work......Page 398
References......Page 401
15 OWL: A System for the Automated Sharing of Expertise Frank Linton......Page 403
15.1 Recommender Systems......Page 404
15.2 User Observation......Page 407
15.3 Individualized Recommendations......Page 411
15.4 Discussion......Page 415
15.5 Further Work......Page 417
15.6 Summary......Page 420
References......Page 421
Contributors......Page 423
Index......Page 427