The Use of Knowledge Management Systems and ICT Service Desk Management to Minimize the Digital Divide Experienced in the Museum Sector

<!DOCTYPE html> <html lang="en" dir="ltr"> <head>  <script async src="https://www.googletagmanager.com/gtag/js?id=G-P63WKM1TM1"></script> <script> window.dataLayer = window.dataLayer || []; function gtag(){dataLayer.push(arguments);} gtag('js', new Date()); gtag('config', 'G-P63WKM1TM1'); </script>  <script type="text/javascript" > (function(m,e,t,r,i,k,a){m[i]=m[i]||function(){(m[i].a=m[i].a||[]).push(arguments)}; m[i].l=1*new Date(); for (var j = 0; j < document.scripts.length; j++) {if (document.scripts[j].src === r) { return; }} k=e.createElement(t),a=e.getElementsByTagName(t)[0],k.async=1,k.src=r,a.parentNode.insertBefore(k,a)}) (window, document, "script", "https://mc.yandex.ru/metrika/tag.js", "ym"); ym(55165297, "init", { clickmap:false, trackLinks:true, accurateTrackBounce:true, webvisor:false }); </script> <noscript><div><img src="https://mc.yandex.ru/watch/55165297" style="position:absolute; left:-9999px;" alt="" /></div></noscript>    <title>The Use of Knowledge Management Systems and ICT Service Desk Management to Minimize the Digital Divide Experienced in the Museum Sector</title> <meta name="description" content="The Use of Knowledge Management Systems and ICT Service Desk Management to Minimize the Digital Divide Experienced in the Museum Sector"> <meta name="keywords" content="digital divide, ICT service desk practice, knowledge management systems, workplace learning"> <meta name="viewport" content="width=device-width, initial-scale=1, minimum-scale=1, maximum-scale=1, user-scalable=no"> <meta charset="utf-8"> <meta name="citation_title" content="The Use of Knowledge Management Systems and ICT Service Desk Management to Minimize the Digital Divide Experienced in the Museum Sector"> <meta name="citation_author" content="Ruel A. Welch"> <meta name="citation_publication_date" content="2021/11/07"> <meta name="citation_journal_title" content="International Journal of Economics and Management Engineering"> <meta name="citation_volume" content="15"> <meta name="citation_issue" content="9"> <meta name="citation_firstpage" content="907"> <meta name="citation_lastpage" content="911"> <meta name="citation_pdf_url" content="https://publications.waset.org/10012291/pdf"> <link href="https://cdn.waset.org/favicon.ico" type="image/x-icon" rel="shortcut icon"> <link href="https://cdn.waset.org/static/plugins/bootstrap-4.2.1/css/bootstrap.min.css" rel="stylesheet"> <link href="https://cdn.waset.org/static/plugins/fontawesome/css/all.min.css" rel="stylesheet"> <link href="https://cdn.waset.org/static/css/site.css?v=150220211555" rel="stylesheet"> </head> <body> <header> <div class="container"> <nav class="navbar navbar-expand-lg navbar-light"> <a class="navbar-brand" href="https://waset.org"> <img src="https://cdn.waset.org/static/images/wasetc.png" alt="Open Science Research Excellence" title="Open Science Research Excellence" /> </a> <button class="d-block d-lg-none navbar-toggler ml-auto" type="button" data-toggle="collapse" data-target="#navbarMenu" aria-controls="navbarMenu" aria-expanded="false" aria-label="Toggle navigation"> <span class="navbar-toggler-icon"></span> </button> <div class="w-100"> <div class="d-none d-lg-flex flex-row-reverse"> <form method="get" action="https://waset.org/search" class="form-inline my-2 my-lg-0"> <input class="form-control mr-sm-2" type="search" placeholder="Search Conferences" value="" name="q" aria-label="Search"> <button class="btn btn-light my-2 my-sm-0" type="submit"><i class="fas fa-search"></i></button> </form> </div> <div class="collapse navbar-collapse mt-1" id="navbarMenu"> <ul class="navbar-nav ml-auto align-items-center" id="mainNavMenu"> <li class="nav-item"> <a class="nav-link" href="https://waset.org/conferences" title="Conferences in 2024/2025/2026">Conferences</a> </li> <li class="nav-item"> <a class="nav-link" href="https://waset.org/disciplines" title="Disciplines">Disciplines</a> </li> <li class="nav-item"> <a class="nav-link" href="https://waset.org/committees" rel="nofollow">Committees</a> </li> <li class="nav-item dropdown"> <a class="nav-link dropdown-toggle" href="#" id="navbarDropdownPublications" role="button" data-toggle="dropdown" aria-haspopup="true" aria-expanded="false"> Publications </a> <div class="dropdown-menu" aria-labelledby="navbarDropdownPublications"> <a class="dropdown-item" href="https://publications.waset.org/abstracts">Abstracts</a> <a class="dropdown-item" href="https://publications.waset.org">Periodicals</a> <a class="dropdown-item" href="https://publications.waset.org/archive">Archive</a> </div> </li> <li class="nav-item"> <a class="nav-link" href="https://waset.org/page/support" title="Support">Support</a> </li> </ul> </div> </div> </nav> </div> </header> <main> <div class="container mt-4"> <div class="row"> <div class="col-md-9 mx-auto"> <form method="get" action="https://publications.waset.org/search"> <div id="custom-search-input"> <div class="input-group"> <i class="fas fa-search"></i> <input type="text" class="search-query" name="q" placeholder="Author, Title, Abstract, Keywords" value=""> <input type="submit" class="btn_search" value="Search"> </div> </div> </form> </div> </div> <div class="row mt-3"> <div class="col-sm-3"> <div class="card"> <div class="card-body"><strong>Commenced</strong> in January 2007</div> </div> </div> <div class="col-sm-3"> <div class="card"> <div class="card-body"><strong>Frequency:</strong> Monthly</div> </div> </div> <div class="col-sm-3"> <div class="card"> <div class="card-body"><strong>Edition:</strong> International</div> </div> </div> <div class="col-sm-3"> <div class="card"> <div class="card-body"><strong>Paper Count:</strong> 33093</div> </div> </div> </div> <div class="card publication-listing mt-3 mb-3"> <h5 class="card-header" style="font-size:.9rem">The Use of Knowledge Management Systems and ICT Service Desk Management to Minimize the Digital Divide Experienced in the Museum Sector</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/search?q=Ruel%20A.%20Welch">Ruel A. Welch</a> </p> <p class="card-text"><strong>Abstract:</strong></p> <p>Since the introduction of ServiceNow, the UK’s Science Museum Group’s (SMG) ICT service desk portal, there has not been an analysis of the tools available to SMG staff for Just-in-time knowledge acquisition (Knowledge Management Systems) and reporting ICT incidents with a focus on an aspect of professional identity namely, gender. Therefore, it is important for SMG to investigate the apparent disparities so that solutions can be derived to minimize this digital divide if one exists. This study is conducted in the milieu of UK museums, galleries, arts, academic, charitable, and cultural heritage sector. It is acknowledged at SMG that there are challenges with keeping up with an ever-changing digital landscape. Subsequently, this entails the rapid upskilling of staff and developing an infrastructure that supports just-in-time technological knowledge acquisition and reporting technology related issues. This problem was addressed by analysing ServiceNow ICT incident reports and reports from knowledge articles from a six-month period from February to July. This study found a statistically significant relationship between gender and reporting an ICT incident. There is also a significant relationship between gender and the priority level of ICT incident. Interestingly, there is no statistically significant relationship between gender and reading knowledge articles. Additionally, there is no statistically significant relationship between gender and reporting an ICT incident related to the knowledge article that was read by staff. The knowledge acquired from this study is useful to service desk management practice as it will help to inform the creation of future knowledge articles and ICT incident reporting processes.</p> <iframe src="https://publications.waset.org/10012291.pdf" style="width:100%; height:400px;" frameborder="0"></iframe> <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/search?q=digital%20divide" title="digital divide">digital divide</a>, <a href="https://publications.waset.org/search?q=ICT%20service%20desk%20practice" title=" ICT service desk practice"> ICT service desk practice</a>, <a href="https://publications.waset.org/search?q=knowledge%20management%20systems" title=" knowledge management systems"> knowledge management systems</a>, <a href="https://publications.waset.org/search?q=workplace%20learning" title=" workplace learning"> workplace learning</a> </p> <a href="https://publications.waset.org/10012291/the-use-of-knowledge-management-systems-and-ict-service-desk-management-to-minimize-the-digital-divide-experienced-in-the-museum-sector" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/10012291/apa" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">APA</a> <a href="https://publications.waset.org/10012291/bibtex" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">BibTeX</a> <a href="https://publications.waset.org/10012291/chicago" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">Chicago</a> <a href="https://publications.waset.org/10012291/endnote" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">EndNote</a> <a href="https://publications.waset.org/10012291/harvard" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">Harvard</a> <a href="https://publications.waset.org/10012291/json" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">JSON</a> <a href="https://publications.waset.org/10012291/mla" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">MLA</a> <a href="https://publications.waset.org/10012291/ris" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">RIS</a> <a href="https://publications.waset.org/10012291/xml" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">XML</a> <a href="https://publications.waset.org/10012291/iso690" target="_blank" rel="nofollow" class="btn btn-primary btn-sm">ISO 690</a> <a href="https://publications.waset.org/10012291.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">639</span> </span> <p class="card-text"><strong>References:</strong></p> <br>[1] R. Welch, T. Alade, and L. Nichol, 2020, April. Mobile learning adoption at the science museum group. In Proceedings of the 16th International Conference Mobile Learning 2020, ML 2020. pp. 39-46. IADIS Press. <br>[2] L. Gallacher, and H. Morris, ITIL Foundation Exam Study Guide: ITIL Foundation Exam, Wiley:UK 2012 <br>[3] S. D. Galup, R. Dattero, J. J. Quan, and S. Conger, An overview of IT service management. Communications of the ACM, Vol 52, Issue 5, 2009, pp. 124-127. <br>[4] M. Chen, Gender and computers: beneficial effects of experience on attitudes. Journal of Educational Computing Research, Vol 2, 1986, pp.265 -282. <br>[5] R. Nsibirano, “Him and Her” – Gender differentials in ICT uptake: A critical literature review and research agenda. International Journal of Education and Development using Information and Communication Technology, Vol. 5. Issue 5, 2009, pp. 33-42 <br>[6] L. Shashaani, Gender-differences in computer experience and its influence on computer attitudes. Journal of Educational Computing Research. 11, 1994, pp. 347-367 <br>[7] J. Stal, and G. Paliwoda-Pękosz, Towards Integration of mobile technology and knowledge management in organizations: a preliminary study. In J. Kowal et al. Innovations for Human Development in Transition Economies. Proceedings of the International Conference on ICT Management for Global Competitiveness and Economic Growth in Emerging Economies, Wrocław, Poland, 2017, pp. 204-214. <br>[8] G. E. Good, D. M. Dell, and L. B. Mintz, Male role and gender role conflict: Relations to help seeking in men. Journal of counselling psychology, 36(3), 1989, 295. <br>[9] M. E. Addis, and J. Mahalik Men, Masculinity, and the Contexts of Help Seeking. The American psychologist. 58. 2003, pp. 5-14. <br>[10] K. Davaki, 2018, The underlying causes of the digital gender gap and possible solutions for enhanced digital inclusion of women and girls. <br>[online] http://www.europarl.europa.eu/RegData/etudes/STUD/2018/604940/IPOL_STU(2018)604940_EN.pdf accessed 10/05/2021 <br>[11] J. Sutanto and Q. Jiang, Knowledge seekers’ and contributors’ reactions to recommendation mechanisms in knowledge management systems, Information & Management, Volume 50, Issue 5, 2013, pp 258-263 <br>[12] T. H. Davenport, Some principles of knowledge management. Strategy & Business, 1(2), 1996, pp. 34-40. <br>[13] C. E. Connelly, and K. E. Kelloway, Predictors of employees’ perceptions of knowledge sharing cultures. Leadership & Organization Development Journal, 24(5), 2003, pp. 294-301. <br>[14] T. C. Lin, and C. C. Huang, Understanding knowledge management system usage antecedents: An integration of social cognitive theory and task technology fit. Information and Management, 45 (6), 2008, pp. 410-417. <br>[15] M. L. McHugh, Lessons in biostatistics: The Chi-Square test of independence. Biochemia Medica. 23 (2), 2013, pp. 143 – 149 <br>[16] Acock, and G. Stavig, A Measure of Association for Nonparametric Statistics. Social Forces, 57 (4), 1979, pp. 1381-1386. <br>[17] Science Museum Group (2017) Gender Pay Gap Report: Internal report for the year 2016 – 2017 <br>[18] H. Farrimond, Beyond the caveman: Rethinking masculinity in relation to men's help-seeking. Health: An Interdisciplinary Journal for the Social Study of Health, Illness and Medicine, 16 (2): 2012 pp. 208-225. <br>[19] L. M. Rea, and R. A. Parker, Designing and conducting survey research. San Francisco: Jossey-Bass. 1992 <br>[20] T. Beck, Cognitive therapy of depression: new perspectives. In P. J. Clayton and J. E. Barrett (Eds), Treatment of depression: old controversies and new approaches, 1983, (pp. 265–290). 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The Use of Knowledge Management Systems and ICT Service Desk Management to Minimize the Digital Divide Experienced in the Museum Sector