Knowledge and Productivity in Technical Support Work
研究技术支持工作过程，分析知识如何提升生产力，发现问题解决步骤的组合取决于用户的任务表述，因此知识管理需同时针对用户和支持人员。
In this paper, we examine the process of technical support work and the role of knowledge in enhancing the productivity of such work. We develop the concepts of problem-solving tasks and moves to describe technical support work, while using call resolution time and problem escalation as measures of productivity. Using hierarchical log-linear modeling, we establish the link between problem-solving moves and productivity. We find that the mix of moves exercised in technical support strongly depends on the formulation of tasks by those requesting support. Because the formulation of tasks is performed by users, knowledge management initiatives must target users as well as support providers to have the desired impact on productivity.