A Knowledge Management Approach to User Support

This paper considers the problem of computer user support and workplace learning in general. Theoretically our work is influenced by ideas on knowledge management, expertise networks and communities of practice. Our approach seeks to tap into the powerful and situated learning potential of the collaborative support provided by colleagues. We consider that such support could be enhanced through the use of a collaborative support system. We outline our investigations into design issues, a generic model and various experiments related to the development of such a system. In particular, we emphasise the value of recorded demonstrations for representing computer-related practice. We present a number of design conclusions derived from our experiences, and warn that whereas active user participation is the essential ingredient in a support system it is perhaps the most difficult thing to achieve