Community knowledge sharing in practice: the Eureka story
This paper presents a detailed account of a knowledge-sharing system in practice. The Eureka system leverages the practical know-how and inventions of frontline employees, with the goal of helping the entire organization learn from their experience. This system and its enabling technology were developed through several iterations using a distinctive socio-technical methodology. We provide a précis of the methodology, and summarize the experiences during seven years with the design, development, deployment and evaluation of the Eureka system to support the service organization of Xerox Corporation.
Bobrow, D. G. ; Whalen, J. Community knowledge sharing in practice: the Eureka story. Reflections, the SOL Journal. 2002 Winter; 4 (2): 47-59.