A Q&A system considering employees‘ willingness to help colleagues and to look for help in...
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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 [email protected] 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
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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.
Transcript of A Q&A system considering employees‘ willingness to help colleagues and to look for help in...
KOM - Multimedia Communications LabTUD – 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
A Q&A system considering employees‘ willingness to help colleagues and to look for help in different
workplace-related situations
Dr.-Ing. Christoph RensingIrina Diaconita
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 br anches� 132 attendees in trainings offered by two training providers
Written survey wit five sections� Socio-demographic information� Availability of devices, network access and usual b ehavior� Need for support and usual source of information:� Willingness to support colleagues and use of differ ent 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 questionsand 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-Snippetsund Machine Learning
hier Präsentationstitel eintragen....
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Questions & Contact
ACKNOWLEDGMENTThis work is supported by funds from the GermanFederal Ministry of Education and Research under the mark01PF10005B and from the European Social Fund of theEuropean Union (ESF). The responsibility for the contents ofthis publication lies with the authors.
