• Journal of Korean Library and Information Science Society
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• v.35 no.4
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• pp.423-449
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• 2004

In the knowledge society the main resource is knowledge, and the role of library to manage knowledge and information is very important. Therefore it is necessary to knowledge and information management that provides on demand service to user. The purpose of this research is to design model for web-based help-desk knowledge management system. This study used Qualitative methods as interviews and surveys through BBS and e-mail on information service in the university libraries. Here the investigated component factors are followings Q/A service user's education service to use the library, user's online reference service, e-mail service, FAQ service electronic service(BBS), lecture and research service for faculty, my library, SDI service, and open data service. This study was financially supported by Chonnam National University in the program, Post-Doc. 2002.

• Journal of Information Management
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• v.38 no.2
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• pp.175-190
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• 2007

Information on and knowledge of science and technology in the knowledge-based society can be a valuable natural resource and a source of competitive advantage for a country. In addition, in conducting research and developing technologies, information on and knowledge of science and technology is becoming increasingly important and customer's needs are becoming more diverse. This study thus aims to propose appropriate strategies for effectively coping with needs of those customers who use such knowledge and information by actively reflecting a broad diversity of customer' needs and comments. Using such strategies, we developed a standardized and integrated helpdesk system to enhance the quality of customer support and other services, customer monitoring service, and customer satisfaction.