Just Talk to Me: A Field Study of Expertise Location
Proceedings of the 1998 ACM Conference on Computer Supported Cooperative Work (CSCW), 14-18, (November 1998)Zusammenfassung
Everyday, people in organizations must solve their problems
to get their work accomplished. To do so, they often
must find others with knowledge and information. Systems
that assist users with finding such expertise are increasingly
interesting to organizations and scientific communities.
But, as we begin to design and construct such systems, it is
important to determine what we are attempting to augment.
Accordingly, we conducted a five-month field study of a
medium-sized software firm. We found the participants use
complex, iterative behaviors to minimize the number of
possible expertise sources, while at the same time, provide
a high possibility of garnering the necessary expertise. We
briefly consider the design implications of the identification,
selection, and escalation behaviors found during our
field study.