Abstract
Although knowledge management (KM) tools are well established in technical support organizations, health-care organizations have only recently become aware of their benefits. This research investigates whether health care should adopt the same tools taking into account the different KM requirements in the two industries. This study analyzes narratives from key personnel in a technical support organization and a health-care organization to understand and compare their KM process components and facilitating information technology. The empirical data reveal that health care needs a personalization approach to KM focusing on new problem identification using interactive knowledge webs, while technical support relies on a codification approach for problem resolution using interpretive knowledge and a chain structure.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
More From: IEEE Transactions on Information Technology in Biomedicine
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.