JUCS - Journal of Universal Computer Science 8(6): 634-643, doi: 10.3217/jucs-008-06-0634
Usage-Centered Interface Design for Knowledge Management Software
expand article infoHarald Karner, Georg Droschl
‡ Hyperwave R&D, Graz, Austria
Open Access
In IT-supported knowledge management (KM), the software user interface is at the boundary between persons and the knowledge management system (KMS). It plays a central role because seen from the users point of view, the user interface is the system. This paper presents a case study in which a particular User Interface Design methodology was employed to design a prototype KMS user interface for an inbound call center. In this example, we combine knowledge re-use and expert location.
user interface design, usage-centered design, knowledge management, interaction patterns, call center