Understanding knowledge transfer in web-based B2B IT support

In managed information technology (IT) support environments, transferring solution-oriented knowledge from an IT service provider to an enterprise customer offers benefits to both firms. However, the process of inter-organisational knowledge transfer is not well understood in such complex settings where Web-based Self-service Systems (WSSs) are increasingly employed. This paper draws on findings from an interpretive study of six large multinational IT service providers to provide a staged model of after-sales knowledge transfer from an IT service provider to an enterprise customer when a WSS is used. The paper also identifies and discusses the key challenges involved at each stage.

Web-based self-service systems for managed IT support: service provider perspectives of stakeholder-based issues

This chapter explores the provision of after-sales information technology (IT) support services using Web-based self-service systems (WSSs) in a business-to-business (B2B) context. A recent study conducted at six large multi-national IT support organisations revealed a number of critical success factors (CSFs) and stakeholder-based issues. To better identify and understand these important enablers and barriers, we explain how WSSs should be considered within a complex network of service providers, business partners and customer firms. The CSFs and stakeholder-based issues are discussed. The chapter highlights that for more successful service provision using WSSs, IT service providers should collaborate more effectively with enterprise customers and business partners and should better integrate their WSSs.

Successful web-based IT support services : service provider perceptions of stakeholder-oriented challenges

Web-based self-service systems (WSSs) are increasingly leveraged for the delivery of after-sales information technology (IT) support services. Such services are offered by IT service providers to customer firms and increasingly involve business partners. However little is known of the challenges faced by IT service providers as a result of the involvement of the other firms and their employees (end-users). This paper reports related findings from an interpretive study of IT service provider perceptions in six multinational IT service provider firms (Cooper, 2007). The findings highlight that, for IT service providers, (1) it is important to consider and resolve the needs and concerns of other key stakeholders, and (2) significant challenges exist in doing so. The main contribution of the paper is the identification of the key challenges involved. Important implications for theory and practice are discussed.

Bridging thought worlds of an academic CoP and IT support

This paper reports a case study of a Community of Practice (CoP) of tertiary educators in information technology (IT), who seek ways to obtain adequate IT support to match their particular work environment. A facilitated workshop sought to bring members of the CoP and a key representative of the central IT department together with the aim of creating common ground for improved communication and collaboration. Subsequent individual interviews explored perceptions, boundaries and potential boundary spanning opportunities. While literature argues that shared domain knowledge and associated language should alleviate boundary issues, we found that in some circumstances it might intensify them.

Knowledge transfer in enterprise IT support provision using web-based self-service

This research identified critical success factors and a staged model of knowledge transfer in the provision of after-sales information technology support to enterprise customers when Web-based Self-service systems are used. The research highlights the need for a relational, stakeholder-oriented approach that considers stakeholder interactions, knowledge flows, needs and capabilities.

Supporting knowledge transfer in web-based managed IT support

Purpose – The purpose of this paper is to highlight the importance and complexities of the knowledge transfer process in the provision of effective managed after-sales IT support, when the web is used for service delivery.

Design/methodology/approach – The paper features an interpretive case study of a multinational Managed Service Provider (MSP) and a focus group of representatives from five comparable MSPs.

Findings – The paper finds that MSPs that use web-based channels for the provision of after-sales IT support services need to address a range of important social and organisational issues in order to realise cost and efficiency-based benefits.

Research limitations/implications – The paper provides a four stage processual model of knowledge transfer in the provision of web-based managed after-sales IT support services. The barriers and enablers of knowledge transfer at each stage are identified. The paper adopts a MSP perspective and suggests that further research from the customer perspective is required.

Practical implications – The paper highlights some important social and organisational enablers and barriers, which will guide MSPs when providing managed after-sales IT support using webbased channels.

Originality/value – The paper provides the first staged model of inter-organisational knowledge transfer in a complex multi-organisational and multi-channel web-based context.

Distributed cognition and IT support for knowledge work in breakdowns : match or mismatch?

Knowledge is instrumental in organisational problem solving and is embedded in organisational processes and routines. We explore the application of IT in breakdowns (forms of interruptions from normal organisational work routines) and illustrate the application of distributed cognition theory (DCT) as a useful lens to explain the exchange of knowledge in breakdowns. DCT also allows for a rich analysis of the role that information technology (IT) can play to foster knowledge exchange in breakdown situations. We use two cases to illustrate that DCT is useful in identifying the matches and mismatches in IT support for exchanging knowledge in breakdowns.

IT support for communities of practice in organizational settings

Communities of Practice (CoPs) are increasingly being seen as innovative and creative value adding entities in organisations. Their contributions in the sharing of perspectives and context, support of learning processes and creating a social and communal identity, yield invaluable knowledge exchanges. With the advent of internetworking, the boundaries of organisational settings are broadened. This is particularly significant to CoPs as they can continue their ways of working, work practices, social engagement and connectivity in these settings, harnessing Information Technology (IT). This paper reports on early findings from an ongoing investigation into ways in which IT can support practices and knowledge exchange processes of CoPs in organisational settings.

The place of information and communication technology-mediated consultations in primary care : GPs' perspectives

Background: New information and communication technologies such as email and text messaging have been shown to be useful in some aspects of primary care service delivery. Little is known about Scottish GPs’ attitudes towards the adoption of these technologies as routine consultation tools.

Objectives: To explore GPs’ perceptions of the potential place of new non-face-to-face consultation technologies in the routine delivery of primary care; to explore GPs’ perceived barriers to the introduction of these technologies and to identify the processes by which GPs feel that new consultation technologies could be incorporated into routine primary care.

Methods: Qualitative interview study: 20 in-depth semi-structured interviews carried out with maximum variation sample of GPs across Scotland.

Results: Whilst the face-to-face consultation was seen as central to much of the clinical and diagnostic work of primary care, many GPs were conditionally willing to consider using new technologies in the future, particularly to carry out administrative or less complex tasks and therefore maximize practice efficiency and patient convenience. Key considerations were access to appropriate training, IT support and medico-legal guidance.

Conclusions: GPs are conditionally willing to use new consultation media if clinically appropriate and if medico-legal and technical support is available.

Railway stations : public realm gateways to sustainable futures of our cities

Train stations are places of connection in our cities and are the gateways of urban space. They represent one of the most exciting places to experience. Some stations make great destinations offering shops, restaurants, museums and exhibition spaces to commuters. While new architecture at railway stations acknowledges heritage, the urban spaces around them provide excellent public areas and rationalise functional needs. Grand spaces with monumental structures, including constant movement of people and trains makes for an exhilarating experience. Modern or historic, great train stations add another level of excitement in the regeneration of our cities. Adding into the mix of the sustainability paradigm, place making of railway stations transforms into sustainable urban centres and signature architecture, but how does it support an environmentally sustainable future? This paper reflects the journey of exploring the challenging situations of balancing the requirements between historic, operational, functional, economic and innovative sustainable design solutions during the Flinders Street Station Design Competition in Melbourne. The author highlights how the unique spatial, social and cultural circumstance of this world-renowned city railway station possesses specific resilient and sustainable design answers to a public realm and city space that challenges established thinking.

Using social software to support the teaching of IT professional practice

Social software has been used to support problem-based learning activities in a wholly online information technology (IT) professional practice course at Deakin University since 2006. When the course was first delivered, the authentic learning environment was a website, with an intranet and team forums created in Drupal, the open source content management system (CMS). Although this environment was suitable, feedback from students and teaching staff highlighted areas where improvements could be made. In the second year of the course, Joomla!, the open source CMS, in combination with Simple Machines Forum (SMF), the open source online discussion community software, was used to provide the website, as well as the intranet and team forums respectively. Feedback in 2007 was more positive, suggesting that the Joomla!-SMF social software combination and the features implemented, improved the learning and teaching experience in comparison to the 2006 version of the course.