Knowledge Documentation - From Text to Graphics: Can this improve help desk knowledge transfer?

Abstract

This thesis was designed to find out if graphics could improve help desk knowledge transfer. Four Web prototype presentation styles were analyzed via the Delphi Method (Michalski 2003) utilizing a panel of experts. The elements tested included the use of text and increasing amounts of graphics presented with different navigation systems. The results proved that graphics could improve knowledge transfer but that a combination of text and graphic may be more effective in a team-centric solution to help desk knowledge transfer.