Knowledge flow effectiveness in technical documentation
Elkelä, Atte (2024)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024051511937
https://urn.fi/URN:NBN:fi:amk-2024051511937
Tiivistelmä
This study aimed to explore the transition of product documentation to an online based system, focusing on its utilization in the aftersales support department. An integral part of a product’s value lies in delivering effective product knowledge to various user groups. Understanding how the product knowledge flows is essential in ensuring that users have access to accurate and timely product information. For this reason, knowledge management was chosen as theoretical framework for this study.
The new information system was evaluated using the DeLone and McLean information system success model. This model is widely used in the field of information systems research and provides a comprehensive measure of evaluating information system success. The quality of the documentation was assessed using the Wang and Strong data quality model. This model provides a multi-dimensional approach to data quality assessment and is particularly useful in evaluating the quality of documentation.
The approach taken in this study was a qualitative interview study. The study was conducted within the technical services function of the employer organization. Seven participants were involved in the study, all from various product support roles. All participants were experienced individuals, with several having prior work experience related to technical documentation, either as a content producer, trainer, or content user.
The results of the study were generally positive. The new system received favorable comments from the participants. In terms of the data quality model, the materials provided in the new system were found to be of good quality.
In conclusion, the study recommends establishing a feedback process for the new system and providing proper support materials for the users. In terms of knowledge management, it was found that the culture within the technical services function is at an early maturity stage. However, there is potential for growth and development. The study suggests the possibility of establishing a community of practice to test knowledge management principles in a practical setting.
The new information system was evaluated using the DeLone and McLean information system success model. This model is widely used in the field of information systems research and provides a comprehensive measure of evaluating information system success. The quality of the documentation was assessed using the Wang and Strong data quality model. This model provides a multi-dimensional approach to data quality assessment and is particularly useful in evaluating the quality of documentation.
The approach taken in this study was a qualitative interview study. The study was conducted within the technical services function of the employer organization. Seven participants were involved in the study, all from various product support roles. All participants were experienced individuals, with several having prior work experience related to technical documentation, either as a content producer, trainer, or content user.
The results of the study were generally positive. The new system received favorable comments from the participants. In terms of the data quality model, the materials provided in the new system were found to be of good quality.
In conclusion, the study recommends establishing a feedback process for the new system and providing proper support materials for the users. In terms of knowledge management, it was found that the culture within the technical services function is at an early maturity stage. However, there is potential for growth and development. The study suggests the possibility of establishing a community of practice to test knowledge management principles in a practical setting.