Vishik, C.; Farquhar, A.; Smith, R.: Enterprose information space : user's view, developer's view, and market approach (1999)
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- Abstract
- The paper discusses the experiences of Schlumberger in designing and deploying knowledge management (KM) systems and outlines the empathic design techniques that are appropriate and productive for such applications. The user requirements for novel applications, such as Web-based KM systems, are difficult to establish using traditional research tools. It is challenging to determine the utility of innovative ways to access information prior to implementation and deployment. KM applications frequently serve as a testing ground for new business processes and models of communication and collaboration. Through the observation of the usage patterns, the empathic design approach facilitates the creation of more flexible systems that can be adapted to the real needs of the users. In the pre-Intranet environment, electronic information systems were designed for specially trained users, and this level of specialization was justified. The first Intranet navigation tools and systems were built on the principles of the pre-Intranet design, continuing the tradition of specialization. The global character of the Schlumberger Intranet led to the emergence of the new population of "occasional" users, who use many applications as their projects require. These users may never learn an application in depth, but they need to be efficient online. As a result, a "market" approach to designing the Schlumberger KM solutions became more popular, leading to the simplification of systems and interfaces, creation of a new classification system, and a better awareness of the users' needs. The new approach to the Intranet information systems in Schlumberger is reflected in the Schlumberger Knowledge Hub
