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A Q&A system considering employees‘ willingness to help colleagues and to look for help in different workplace-related situations Rensing q&a 2014.07.08

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Learning at the workplace is quite often based on
sharing of experiences between workers. In this paper we
present the results of a survey we made about the worker’s
willingness to help colleagues and about the prerequisites for the use of a question and answering (Q&A) system supporting mobile users in the automotive sector. Especially we investigate whether the willingness to help and the information need differs in different work related activities. A Q&A system is a widespread used tool to pass experience based knowledge between persons distributed over different locations. The analysis of the survey shows that help from colleagues is valuable during the knowledge acquisition process. We also get
answers on what kind of information is helpful for technicians in the automotive sector. These insights have been incorporated into our concept and implementation. Our concept extends the fundamental Q&A idea to be used in automotive companies where especially strong requirements regarding the response time exist and where technicians work at different places and need mobile support.

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A Q&A system considering employees‘ willingness to help colleagues and to look for help in different workplace-related situations Rensing q&a 2014.07.08

  1. 1. KOM - Multimedia Communications Lab TUD – Technische Universität Darmstadt © 2014 author(s) of these slides including research results from the KOM research network and TU Darmstadt. Otherwise it is specified at the respective slide 08. Juli 2014 Christoph.Rensing@KOM.tu-darmstadt.de A Q&A system considering employees‘ willingness to help colleagues and to look for help in different workplace-related situations Dr.-Ing. Christoph Rensing Irina Diaconita
  2. 2. KOM – Multimedia Communications Lab 2 Scenario: Service technicians in garages Workplace Learning Service technicians in garages and emergency service High mobility Small teams in garages Characteristics Continuous innovation Availability of extensive documentation & diagnosis systems High relevance of practical knowledge Possibly high urgency of getting help
  3. 3. KOM – Multimedia Communications Lab 3 Agenda Learning Scenario Survey & Results Q&A System: Concept & Implementation
  4. 4. KOM – Multimedia Communications Lab 4 Survey N=168 participants from Germany 36 employees from two big garages with different branches 132 attendees in trainings offered by two training providers Written survey wit five sections Socio-demographic information Availability of devices, network access and usual behavior Need for support and usual source of information: Willingness to support colleagues and use of different media Expected acceptance by superiors
  5. 5. KOM – Multimedia Communications Lab 5 How often do you need help during different activities?
  6. 6. KOM – Multimedia Communications Lab 6 Which information helps in situations you need help?
  7. 7. KOM – Multimedia Communications Lab 7 Preparedness to help Colleagues
  8. 8. KOM – Multimedia Communications Lab 8 During which activity you have access to a PC or Smartphone?
  9. 9. KOM – Multimedia Communications Lab 9 During which activity you have access to a Smartphone? Smartphone owners only
  10. 10. KOM – Multimedia Communications Lab 10 Which media helps to understand colleagues problems?
  11. 11. KOM – Multimedia Communications Lab 11 Agenda Learning Scenario Survey & Results Q&A System: Concept & Implementation
  12. 12. KOM – Multimedia Communications Lab 12 Q&A System To enable access to colleagues and their experiences at different garages in stationary (PC based) and mobile use (Smartphone based) Realized based on HTML 5 Responsive design
  13. 13. KOM – Multimedia Communications Lab 13 Speech input Instead of using on- screen keyboard
  14. 14. KOM – Multimedia Communications Lab 14 Using of different media to describe questions and answers
  15. 15. KOM – Multimedia Communications Lab 15 Beispiel Kontextbasiertes / Informelles Lernen MOLEM – TU Darmstadt et al. Dimensionen von (persönlichem) Kontext Wie wird der Kontext bestimmt? Aktuelle Aufgabe Auslesen mittels Diagnosesystem Situation des Mitarbeitern Aktivitätsbestimmung auf Basis von Audio Expertise und Wissen in Wissenskategorien im Lernermodell dokumentiert Aktuelle Situation (unabhängig von Aufgabe und Wissensbedarf) Expertise und Wissen Aktuelle Aufgabe
  16. 16. KOM – Multimedia Communications Lab 16 Where to? Activity Available Interruptible SMS Voice App Driving X X Maintenance in garage X Repairing on the street X X X X X Service counter X X Having a break X Other
  17. 17. KOM – Multimedia Communications Lab 17 Kontextbestimmung Aufgabe mittels Auslesen der Fahrzeuginformationen Aktivität mittels Audio-Snippets und Machine Learning hier Präsentationstitel eintragen....
  18. 18. KOM – Multimedia Communications Lab 18 Questions & Contact ACKNOWLEDGMENT This work is supported by funds from the German Federal Ministry of Education and Research under the mark 01PF10005B and from the European Social Fund of the European Union (ESF). The responsibility for the contents of this publication lies with the authors.

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