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22
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CSCW
2004
ACM
163
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Social Sciences
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CSCW 2004
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Behind the help desk: evolution of a knowledge management system in a large organization
14 years 1 months ago
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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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