Information Seeking and Collaborative Knowledge Creation: Exploring Collaborative Learning in Customer Service Work and Software Product Development

Abstract

Computer-supported collaborative learning (CSCL) and e-learning at work (ELW) are two areas in computer-mediated learning. CSCL is a relatively focused research theme, but with few dedicated journals and a relative small group of core researchers. e-Learning research is reported in a variety of journals and magazines, but lacks a well-defined research agenda. CSCL is about computer support for two or more people to engage in collaborative inquiry (colocated or distant) with teaching and learning as primary activities. ELW is about providing employees with timely access to information for carrying out work, where work is the primary activity. Based on a survey of previous research, it is argued that it is a challenge for CSCL to integrate individual and collaborative learning and for ELW to integrate work and learning. These challenges are explored in two case studies, the first focused on customer service work and the second software product development. The findings are discussed in terms of providing opportunities for CSCL@Work: multiple channels for access to information, and means for employees and customers to engage in collaborative knowledge creation processes.