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.

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. 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

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Agenda
Learning Scenario
Survey & Results
Q&A System: Concept & Implementation

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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

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How often do you need help
during different activities?

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Which information helps in situations
you need help?

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Preparedness to help Colleagues

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During which activity you have access
to a PC or Smartphone?

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During which activity you have access
to a Smartphone?
Smartphone owners only

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Which media helps to understand colleagues
problems?

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Agenda
Learning Scenario
Survey & Results
Q&A System: Concept & Implementation

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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

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Speech input
Instead of using on-
screen keyboard

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Using of different media to describe questions
and answers

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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

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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

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Kontextbestimmung
Aufgabe mittels Auslesen
der Fahrzeuginformationen
Aktivität mittels Audio-Snippets
und Machine Learning
hier Präsentationstitel eintragen....

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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.