Sharing expertise : beyond knowledge management

438 Pages·2003·4.403 MB·English

by  Mark S Ackerman, Volkmar Pipek, Volker Wulf

Sharing Expertise
This page intentionally left blank
Sharing Expertise
Beyond Knowledge Management
Edited by Mark S. Ackerman, Volkmar Pipek, and
Volker Wulf
The MIT Press
Cambridge, Massachusetts
London,England
(2003MassachusettsInstituteofTechnology
Allrightsreserved.Nopartofthisbookmaybereproducedinanyformbyany
electronic or mechanical means (including photocopying, recording, or informa-
tionstorageandretrieval)withoutpermissioninwritingfromthepublisher.
ThisbookwassetinSabonon3B2byAscoTypesetters,HongKong.
PrintedandboundintheUnitedStatesofAmerica.
LibraryofCongressCataloging-in-PublicationData
Sharingexpertise:beyondknowledgemanagement/editedbyMarkS.
Ackerman,VolkmarPipek,andVolkerWulf.
p. cm.
Includesbibliographicalreferencesandindex.
ISBN0-262-01195-6(hc.:alk.paper)
1.Knowledgemanagement. 2.Organizationallearning—Management.
3.Informationtechnology—Management. 4.Human-computerinteraction.
I.Ackerman,MarkS. II.Pipek,Volkmar. III.Wulf,Volker.
HD30.2.S53 2003
658.40038—dc21 2002024418
Contents
Preface xi
Acknowledgments xix
I Overview and Background 1
1 Why Organizations Don’t ‘‘KnowWhat They Know’’:Cognitive
and Motivational FactorsAffecting theTransfer of Expertise 3
PamelaJ. Hinds and Jeffrey Pfeffer
1.1 Cognitive Limitations 4
1.2 Motivational Limitations 10
1.3 Overcoming Barriersto Transferring Expertise 17
1.4 The Role of Technology 21
1.5 Conclusion 22
2 ACriticalEvaluation of Knowledge Management Practices 27
Marleen Huysman and Dirkde Wit
2.1 Knowledge Sharing andOrganizational Learning 29
2.2 Introduction to the Research 33
2.3 Knowledge Sharing in Practice 35
2.4 Analysis:Identifying Traps and Ways to Avoid Them 41
2.5 Concluding Remarks 51
3 Coming to the Crossroads of Knowledge, Learning, and
Technology:Integrating Knowledge Management and Workplace
Learning 57
Bill Penueland AndrewCohen
3.1 Different Learning Processes forDifferent Situations 58
3.2 Knowledge Management ProcessesThat SupportNewcomer
Learning 61
vi Contents
3.3 Knowledge ManagementProcesses That SupportExpert
Learning 67
3.4 Conclusion 73
II Studies of ExpertiseSharing in Organizations 77
4 Emergent Expertise Sharing ina New Community 81
Geraldine Fitzpatrick
4.1 TheCase 83
4.2 TheWork 86
4.3 Bootstrapping through Gettingthe Work Done 91
4.4 Expertiseas Embodied Knowledge 101
4.5 Conclusion 106
5 Sharing Expertise: Challenges forTechnicalSupport 111
Volkmar Pipek,Joachim Hinrichs, and Volker Wulf
5.1 ExpertiseSharing in Maintenance Engineering 113
5.2 ExpertiseSharing in a Network of Trainers and
Consultants 121
5.3 Discussion 128
5.4 Conclusion 133
6 Locating Expertise: Design Issues foran Expertise Locator
System 137
KateEhrlich
6.1 Leveraging Knowledge in an Organization 138
6.2 Requirements forthe Designof an Expertise Locator 142
6.3 ExpertiseLocator Design 145
6.4 Discussion 155
7 Who’sThere?The Knowledge-Mapping Approximation
Project 159
Mark S. Ackerman, James S. Boster, WayneG. Lutters, and David
W. McDonald
7.1 TheKMA Project:Looking for Approximation
Techniques 161
7.2 Pilot Study Site 162
7.3 Data Collection 164
7.4 Findings from the Pilot Study 170
7.5 Conclusions and FutureWork 175
Contents vii
8 Enabling Communities ofPractice at EADS Airbus 179
Roland Haas,Wilfried Aulbur,andSunil Thakar
8.1 Knowledge Management 179
8.2 Communities of Practice 184
8.3 AWeb-Based System for Collecting and Distributing
Knowledge 191
8.4 LessonsLearned and Experiences Gathered 195
8.5 Summary 197
III Exploring Technology forSharing Expertise 199
9 Using a Room Metaphorto EaseTransitions in Groupware 203
SaulGreenbergand Mark Roseman
9.1 Gaps inGroupware 204
9.2 Features Inherent in aRoom Metaphor 207
9.3 TeamWave Workplace 214
9.4 Transitions between Individualand Group Work 221
9.5 Transitions between Synchronousand Asynchronous
Collaboration 226
9.6 The Transition from Being Aware of Who IsAround to
Working Together inReal Time 233
9.7 The Transition from a TechnicalSpace to a Social Place for
Work 238
9.8 Related Work 245
9.9 Summary 248
10 NewsMate: Providing Timely Knowledge to Mobile and Distributed
News Journalists 257
Henrik Fagrell
10.1 Use Scenario 259
10.2 The NewsMate System 265
10.3 Related Systems 268
10.4 Discussion 270
11 Supporting InformalCommunities of Practicewithin
Organizations 275
R. T. Jim Eales
11.1 Related Work 277
viii Contents
11.2 Learning inthe Wild 278
11.3 CollaborativeSupport Systems 279
11.4 TheImportance of Demonstrations 288
11.5 Outline of aCollaborativeSupportSystem 291
11.6 Design Issues 293
11.7 Conclusion 294
12 Knowledge Communities: OnlineEnvironments forSupporting
Knowledge Management and Its Social Context 299
Thomas Erickson and WendyA. Kellogg
12.1 Knowledge Work as Social Work 300
12.2 Knowledge Communities 305
12.3 ConcludingRemarks 322
13 Expert-Finding Systems forOrganizations:Problem and Domain
Analysis and the DEMOIR Approach 327
DawitYimam-Seid and Alfred Kobsa
13.1 Problem Analysis 328
13.2 Automatic Expert Finders 333
13.3 PositioningAutomatic ExpertFinders 336
13.4 Domain Analysis 338
13.5 TheDEMOIR Approach 348
13.6 Conclusionand FutureResearch 353
14 Automated Discovery and Mappingof Expertise 359
Mark Maybury, Ray D’Amore, and David House
14.1 Previous Work 360
14.2 Evolving Frameworkfor Expertise Management 362
14.3 MITRE’sMII Expert Finder 365
14.4 MII XperNet 371
14.5 Lessons Learned/Future Work 378
15 OWL: ASystem forthe AutomatedSharing of Expertise 383
FrankLinton
15.1 RecommenderSystems 384
15.2 User Observation 387
15.3 Individualized Recommendations 391
15.4 Discussion 395
Contents ix
15.5 FurtherWork 397
15.6 Summary 400
List of Contributors 403
Index 407