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Journal of Korean Library and Information Science Society

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Vol.35 No.4
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A Study on the Construction of Help-Desk Knowledge Management System Model in the Web Environment

Journal of Korean Library and Information Science Society / Journal of Korean Library and Information Science Society, (P)2466-2542;
2004, v.35 no.4, pp.423-449

(2004). A Study on the Construction of Help-Desk Knowledge Management System Model in the Web Environment. Journal of Korean Library and Information Science Society, 35(4), 423-449.
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Abstract

In the knowledge society the main resource is knowledge, and the role of library to manage knowledge and information is very important. Therefore it is necessary to knowledge and information management that provides on demand service to user. The purpose of this research is to design model for web-based help-desk knowledge management system. This study used qualitative methods as interviews and surveys through BBS and e-mail on reference service in the university libraries. Here the investigated component factors are followings : Q/A service, user's education service to use the library, user's online reference service, e-mail service, FAQ service, electronic service(BBS), lecture and research service for faculty, my library, SDI service, and open data service.

keywords
knowledge information, knowledge management, reference service, help-desk service, help-desk knowledge management, knowledge information, knowledge management, reference service, help-desk service, help-desk knowledge management, 지식정보, 지식관리, 참고봉사, Help-Desk 서비스, Help-Desk 지식관리시스템

Journal of Korean Library and Information Science Society

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