Abstract: The work presented in this paper focus on Knowledge Management services enabling CSCW (Computer Supported Cooperative Work) applications to provide an appropriate adaptation to the user and the situation in which the user is working. In this paper, we explain how a knowledge management system can be designed to support users in different situations exploiting contextual data, users' preferences, and profiles of involved artifacts (e.g., documents, multimedia files, mockups...). The presented work roots in the experience we had in the MILK project and early steps made in the MAIS project.
Abstract: The paper is concerned with relationships between
SSME and ICTs and focuses on the role of Web 2.0 tools in
the service development process. The research presented aims at
exploring how collaborative technologies can support and improve
service processes, highlighting customer centrality and value coproduction.
The core idea of the paper is the centrality of user
participation and the collaborative technologies as enabling factors;
Wikipedia is analyzed as an example. The result of such analysis is
the identification and description of a pattern characterising specific
services in which users collaborate by means of web tools with value
co-producers during the service process. The pattern of collaborative
co-production concerning several categories of services including
knowledge based services is then discussed.