Towards virtualizing the helpdesk

Abstract

Managers of information systems face a knowledge crisis as they operate in increasingly heterogeneous, hostile, expertise-poor environments. This problem is compounded for small organizations. This paper presents results from field research on the feasibility of fostering cross-organizational knowledge sharing in order to expand access to expertise for pernicious problems while minimizing the loss of context, such as situational and environmental factors, that impacts the usefulness of solutions. This essentially creates a virtual, cross-organizational helpdesk.

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