Users as Developers: A Field Study of Call Centre Knowledge Work.
Beryl BurnsBen LightPublished in: J. Organ. End User Comput. (2007)
Keyphrases
- knowledge base
- end users
- information overload
- domain experts
- knowledge based systems
- open source
- big picture
- subject matter
- human users
- user model
- empirical studies
- knowledge management
- knowledge discovery
- knowledge representation
- domain knowledge
- knowledge acquisition
- source code
- software systems
- collaborative filtering
- knowledge sharing
- information seeking
- learning environment
- prior studies
- artificial intelligence