A Model for Knowledge Worker Information Support

Abstract

Abstract : A large number of Army personnel can be classified as knowledge workers-people who produce not tangible products, but some form of processed or enhanced information. Because the primary input to knowledge work is information, work quality depends on access to high-quality sources of relevant information. A single decision may require information from an Army regulation, several databases, guidance letters, and the expertise of a coworker. The knowledge worker's ability to access this information directly affects the quality of his or her work. Most Army knowledge workers have a limited amount of time to complete tasks. Difficulty identifying or obtaining information can leave little time for actually conducting the task, or, in effect, can make that information unavailable. Information overload can produce similar results. These problems frequently create an overall drag on the productivity and effectiveness of the work group. This study examines how knowledge workers use information during decisionmaking processes. A model of information support for knowledge workers was developed and validated, and a computer software strategy is proposed for coupling knowledge worker processes with the information they need. Knowledge-based systems, Knowledge worker information support model.