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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
  • Abbr : JKLISS
  • 2004, 35(4), pp.423-449
  • Publisher : Korean Library And Information Science Society
  • Research Area : Interdisciplinary Studies > Library and Information Science

Chang Woo kwon 1

1전남대학교

Accredited

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.

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