Information needs and tacit knowledge management in global support
Puolanne, Teija (2013)
2013
Tietojohtamisen koulutusohjelma
Tuotantotalouden ja rakentamisen tiedekunta - Faculty of Business and Built Environment
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Hyväksymispäivämäärä
2013-09-04
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:tty-201309111325
https://urn.fi/URN:NBN:fi:tty-201309111325
Tiivistelmä
The global technical support needs different kind of information for operating efficiently and the information is always related either to customer or product. The support needs information from the all level of knowledge so that it can service local supports globally. Sharing of information has an essential role in global transparency when the local and global supports need information from each other. The information needs can vary much between the cases but the most of the needs are common. The global support has often more specific and wider information needs because they have to resolve more complicated problems.
Tacit knowledge about the customers and products has an essential role in the technical support. However the tacit knowledge is not easy to manage because of its nature. The sharing of tacit knowledge demands in many cases the face-to-face communication and showing the issue in practice. However in the global environment it is not possible communicate directly because of distance and therefore there is need of supporting technology. The tacit knowledge can be transferred from the local support level to the global level by utilizing the methods of sharing and social media tools.
Tacit knowledge about the customers and products has an essential role in the technical support. However the tacit knowledge is not easy to manage because of its nature. The sharing of tacit knowledge demands in many cases the face-to-face communication and showing the issue in practice. However in the global environment it is not possible communicate directly because of distance and therefore there is need of supporting technology. The tacit knowledge can be transferred from the local support level to the global level by utilizing the methods of sharing and social media tools.