Skip to main content
SpringerLink
Log in

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

  • Chapter
  • First Online:
Computer-Supported Collaborative Learning at the Workplace

Part of the book series: Computer-Supported Collaborative Learning Series ((CULS,volume 14))

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.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 84.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 109.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD 109.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  • Andersen, R., & Mørch, A. I. (2009). Mutual development: A case study in customer-initiated software product development. In V. Pipek, M. B. Rosson, B. de Ruyter, & V. Wulf (Eds.), Proceedings of the Second International Symposium on End User Development (pp. 31–49). Berlin, Germany: Springer.

    Chapter  Google Scholar 

  • Arnseth, H. C., & Ludvigsen, S. (2006). Approaching institutional contexts: Systemic versus dialogical research in CSCL. International Journal of Computer-Supported Collaborative Learning, 1(2), 167–185.

    Article  Google Scholar 

  • Bereiter, C., Scardamalia, M., Cassells, C., & Hewitt, J. (1997). Postmodernism, knowledge building, and elementary science. The Elementary School Journal, 97(4), 329–340.

    Article  Google Scholar 

  • Cheng, B., Wang, M., Mørch, A. Chen, N.-S. & Kinshuk (2013). Research on e-learning in the workplace 2000–2010: A thematic analysis of the literature. Technical report, Faculty of Education, The University of Hong Kong, Hong Kong.

    Google Scholar 

  • Collins, A., Joseph, D., & Bielaczyc, K. (2004). Design research: Theoretical and methodological issues. The Journal of the Learning Sciences, 13(1), 15–42.

    Article  Google Scholar 

  • Derry, S. J., Pea, R. D., Barron, B., Engle, R. A., Erickson, F., Goldman, R., et al. (2010). Conducting video research in the learning sciences: Guidance on selection, analysis, technology and ethics. Journal of the Learning Sciences, 19, 3–53.

    Article  Google Scholar 

  • Dillenbourg, P., Baker, M., Blaye, A., & O’Malley, C. (1996). The evolution of research on collaborative learning. In E. Spada & P. Reiman (Eds.), Learning in humans and machine: Towards an interdisciplinary learning science (pp. 189–211). Oxford: Elsevier.

    Google Scholar 

  • Engeström, Y. (2001). Expansive learning at work: An activity theoretical reconceptualization. Journal of Education and Work, 14(1), 133–156.

    Google Scholar 

  • Enyedy, N., & Hoadley, C. M. (2006). From dialogue to monologue and back: Middle spaces in computer-mediated learning. Computer-Supported Collaborative Learning, 1(4), 413–439.

    Article  Google Scholar 

  • Fischer, G. (1991). Supporting learning on demand with design environments. In L. Birnbaum (Ed.), Proceedings of the First International Conference on the Learning Sciences (pp. 165–172.). Chesapeake, VA: Association for the Advancement of Computing in Education (AACE).

    Google Scholar 

  • Fischer, G. (2003). Working and learning when the answer is not known. Keynote address at European Conference on CSCW, Helsinki, Retrieved February, 2013, from http://l3d.cs.colorado.edu/~gerhard/presentations/ecscw-keyn-slides-final.pdf

  • Fischer, G. (2011). Understanding, fostering, and supporting cultures of participation. Interactions, 18(3), 42–53.

    Article  Google Scholar 

  • Fischer, G., Lemke, A. C., Mastaglio, T., & Morch, A. (1991). The role of critiquing in cooperative problem solving. ACM Transactions on Information Systems, 9(2), 123–151.

    Article  Google Scholar 

  • Fischer, F., Mandl, H., Haake, J., & Kollar, I. (Eds.). (2007). Scripting computer-supported collaborative learning: Cognitive, computational and educational perspectives. New York: Springer.

    Google Scholar 

  • Florida, R. (2002). The rise of the creative class: And how it’s transforming work, leisure, community and everyday life. New York: Perseus. Furberg, A., Kluge, A. & Ludvigsen, S. (2013). Student sense making with science diagrams in a computer-based setting. Int’l J. Computer-Supported Collaborative Learning, DOI: 10.1007/s11412-013-9165-4 (in press)

    Google Scholar 

  • Gräs, M. G. (2011). Kinesere skal lære pÃ¥ den danske mÃ¥de (The Chinese want to learn according to the Danish way). Dr.dk (online Danish newspaper). Retrieved November 18, 2011, from http://www.dr.dk/Nyheder/Penge/2011/11/17/085337.htm

  • Hakkarainen, K. (2003). Emergence of progressive inquiry culture in computer-supported collaborative learning. Learning Environments Research, 6(2), 199–220.

    Article  Google Scholar 

  • Hoppe, U., Ogata, H., & Soller, A. (Eds.). (2007). The role of technology in CSCL: Studies in technology enhanced collaborative learning. New York: Springer.

    Google Scholar 

  • Jenkins, H. (2009). Confronting the challenges of participatory cultures: Media education for the 21st century. Cambridge, MA: MIT Press.

    Google Scholar 

  • Jordan, B., & Henderson, A. (1995). Interaction analysis: Foundations and practice. The Journal of the Learning Sciences, 4, 39–103.

    Article  Google Scholar 

  • Kaplan, A. M., & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of social media. Business Horizons, 53(1), 59–68.

    Article  Google Scholar 

  • Kienle, A., & Wessner, M. (2005). Our way to Taipei: An analysis of the first ten years of the CSCL community. Proceedings of CSCL 2005 (pp. 262–271). International Society of the Learning Sciences.

    Google Scholar 

  • Krange, I., & Ludvigsen, S. (2009). The historical and situated nature of design experiments: Implications for data analysis. Journal of Computer Assisted Learning, 25(3), 268–279.

    Article  Google Scholar 

  • Law, N. (2002). Scaffolding scientific conceptualization: Multiple representation and multilevel visualization using an iconic modeling tool. In Proceedings ICCE 2002 (pp. 257–261). Auckland, New Zealand: IEEE Press.

    Google Scholar 

  • Leinonen, T., Virtanen, O., Hakkarainen, K., & Kligyte, G. (2002). Collaborative discovering of key ideas in knowledge building. In G. Stahl (Eds.), Proceedings Computer Support for Collaborative Learning (CSCL 2002) conference, January 7–11 (p. 10). Boulder, CO: Lawrence Erlbaum.

    Google Scholar 

  • Ludvigsen, S., & Mørch, A. (2010). Computer-supported collaborative learning: Basic concepts, multiple perspectives, and emerging trends. In B. McGaw, P. Peterson, & E. Baker (Eds.), The international encyclopedia of education (Vol. 5, pp. 290–296). Oxford: Elsevier.

    Chapter  Google Scholar 

  • Moen, A., Mørch, A. I., & Paavola, S. (2012). Collaborative knowledge creation: Practices, tools, concepts. Rotterdam: Sense.

    Book  Google Scholar 

  • Mørch, A. I., & Andersen, R. (2010). Mutual development: The software engineering context of end-user development. Journal of Organizational and End User Computing, 22(2), 36–57.

    Article  Google Scholar 

  • Mørch, A. I., & Engen, B. K. (2008). Integrating e-learning with performance support: Workplace learning as extension of work. Paper Presented at the First International Conference on E-learning in the Workplace. Teachers College, Columbia University, New York.

    Google Scholar 

  • Mørch, A. I., Engen, B. K., & Ã…sand, H.-R. (2004). The workplace as a learning laboratory: The winding road to e-learning in a Norwegian service company. In A. Clement et al. (Eds.), Proceedings of PDC’2004 (pp. 141–151). New York: ACM Press.

    Google Scholar 

  • Mørch, A., Jondahl, S., & Dolonen, J. (2005). Supporting conceptual awareness with pedagogical agents. Information Systems Frontiers, 7(1), 39–53. Special issue on computer supported collaborative learning requiring immersive presence.

    Article  Google Scholar 

  • Mørch, A. I., NygÃ¥rd, K. A., & Ludvigsen, S. R. (2009). Adaptation and generalisation in software product development. In H. Daniels et al. (Eds.), Activity theory in practice: Promoting learning across boundaries (pp. 184–205). London: Routledge.

    Google Scholar 

  • Mørch, A. I., & Skaanes, M. A. (2010). Design and use of an integrated work and learning system: Information seeking as critical function. In S. Ludvigsen, A. Lund, I. Rasmussen, & R. Säljö (Eds.), Learning across sites: New tools, infrastructures and practices (pp. 138–155). London: Routledge.

    Google Scholar 

  • Netteland, G. (2008). E-learning for change in a large organization: Identifying problems and opportunities in the implementation of e-learning. PhD Thesis, Department Information Science and Media Studies, University of Bergen, Norway.

    Google Scholar 

  • Netteland, G., Wasson, B., & Mørch, A. I. (2007). E-learning in a large organization: A study of the critical role of information sharing. Journal of Workplace Learning, 19(6), 392–411. NygÃ¥rd, K. A. & Mørch, A. I. (2007). The role of boundary crossing for knowledge advancement in product development. In T. Hirashima et al. (Eds.), Proceedings Int’l Conf. Computers in Education (pp. 183–186). Amsterdam, The Netherlands: IOS Press.

    Article  Google Scholar 

  • Paavola, S., & Hakkarainen, K. (2005). The knowledge creation metaphor: An emergent ­epistemological approach to learning. Science Education, 14, 537–557.

    Google Scholar 

  • Rogers, E. M. (2003). Diffusion of innovations (5th ed.). New York: Free Press.

    Google Scholar 

  • Rommetveit, R. (1992). Outlines of a dialogically based social-cognitive approach to human cognition and communication. In A. H. Wold (Ed.), The Dialogical alternative: Towards a theory of language and mind (pp. 19–44). Oslo: Scandinavian University Press.

    Google Scholar 

  • Servage, L. (2005). Strategizing for workplace e-learning: Some critical considerations. Journal of Workplace Learning, 17(5/6), 304–317.

    Article  Google Scholar 

  • Sfard, A. (1998). On two metaphors for learning and the dangers of choosing just one. Educational Researcher, 27(2), 4–13.

    Article  Google Scholar 

  • Simon, H. A. (1996). The sciences of the artificial (3rd ed.). Cambridge, MA: MIT Press. Sobreira, P. & Tchounikine, P. (2012). A model for flexibly editing CSCL scripts. Int’l J. Computer-Supported Collaborative Learning, 7(4), 567–592.

    Google Scholar 

  • Stahl, G. (2006). Group cognition: Computer support for building collaborative knowledge. Cambridge, MA: MIT Press.

    Google Scholar 

  • Stahl, G., Koschmann, T., & Suthers, D. (2006). Computer-supported collaborative learning. In R. K. Sawyer (Ed.), The Cambridge handbook of the learning sciences. Cambridge: Cambridge University Press.

    Google Scholar 

  • Star, S. L. (1990). The structure of ill-structured solutions: Boundary objects and heterogeneous distributed problem solving. In L. Gasser & M. N. Huhns (Eds.), Distributed artificial intelligence (Vol. 2, pp. 37–54). San Francisco, CA: Morgan Kaufmann.

    Google Scholar 

  • Strauss, A. (1988). The articulation of project work: An organizational process. The Sociological Quarterly, 29, 163–178.

    Article  Google Scholar 

  • Suthers, D., & Hundhausen, C. (2003). An empirical study of the effects of representational guidance on collaborative learning. Journal of the Learning Sciences, 12(2), 183–219.

    Article  Google Scholar 

  • Tynjälä, P., & Häkkinen, P. (2005). E-learning in work organizations: Theoretical underpinnings, practical experiences and pedagogical challenges. Journal of Workplace Learning, 17(5/6), 318–336.

    Article  Google Scholar 

  • Vygotsky, L. S. (1978). In M. Cole (Ed.), Mind in society: The development of higher psychological processes. Cambridge, MA: Harvard University Press.

    Google Scholar 

  • Wang, M. (2011). Integrating organizational, social, and individual perspectives in web 2.0-based workplace e-learning. Information Systems Frontiers, 13(2), 191–205.

    Article  Google Scholar 

  • Wenger, E. (2000). Communities of practice and social learning systems. Organization, 7(2), 225–246.

    Article  Google Scholar 

  • Wertsch, J. V. (1991). Voices of the mind: A socio-cultural approach to mediated action. Cambridge, MA: Harvard University Press.

    Google Scholar 

Download references

Acknowledgments

The author thanks his former students and colleagues at InterMedia who ­contributed to the research: Camilla Brynhildsen, Bård Ketil Engen, Mari Ann Skaanes, and Ida Tødenes, who studied the information seeking behavior of gasoline station workers; and Renate Andersen, Shazia Mushtaq, and Kathrine Nygård, who studied the collaborative interaction of professional and amateur software developers. Further, the author is grateful to Gerhard Fischer and Isa Jahnke for an invitation to submit this paper to the Springer volume on CSCL at Work. The author received financial support from the Research Council of Norway (Learning at work project, 2001–2004) and the European Commission’s Framework six program (Knowledge practices, KP-Lab, project, 2006–2011).

Author information

Authors and Affiliations

  1. InterMedia, University of Oslo, Blindern, 1161, Oslo, 0318, Norway

    Anders I. Mørch

Authors
  1. Anders I. Mørch
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Anders I. Mørch .

Editor information

Editors and Affiliations

  1. , College of Information Science and Techn, Drexel University, n/a, Philadelphia, 19104, Pennsylvania, USA

    Sean P. Goggins

  2. , Department of Applied Educational Scienc, Umeå University, n/a, Umeå, SE-901 87, Sweden

    Isa Jahnke

  3. , Department of Applied Educational Scienc, Umeå University, n/a, Umeå, SE-901 87, Sweden

    Volker Wulf

Rights and permissions

Reprints and permissions

Copyright information

© 2013 Springer Science+Business Media New York

About this chapter

Cite this chapter

Mørch, A.I. (2013). Information Seeking and Collaborative Knowledge Creation: Exploring Collaborative Learning in Customer Service Work and Software Product Development. In: Goggins, S., Jahnke, I., Wulf, V. (eds) Computer-Supported Collaborative Learning at the Workplace. Computer-Supported Collaborative Learning Series, vol 14. Springer, Boston, MA. https://doi.org/10.1007/978-1-4614-1740-8_14

Download citation

Publish with us

Policies and ethics

Search

Navigation