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    CSCW
    2004
    ACM
    163views Social Sciences» more  CSCW 2004»
    Behind the help desk: evolution of a knowledge management system in a large organization
    14 years 5 months ago
    Behind the help desk: evolution of a knowledge management system in a large organization
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    This paper examines the way in which a knowledge management system (KMS)—by which we mean the people, processes and software—came into being and evolved in response to a varie...
    Christine Halverson, Thomas Erickson, Mark S. Acke...
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