Local Expertise at an Emergency Call Centre

  title={Local Expertise at an Emergency Call Centre},
  author={Maria Normark and Dave W. Randall},
Some important research has been undertaken in recent years on knowledge management within the CSCW community, drawing attention to the inherently social properties of knowledge and how it is shared. Much of this work has demonstrated the complex and sophisticated needs of so-called knowledge workers, and the requirement for better understandings of knowledge sharing processes. The example we present in this paper is that of knowledge work in emergency calls at SOS Alarm in Sweden, currently of… CONTINUE READING
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