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related to classes of problems and domains of work. They also have some procedural knowledge about typical procedures, forms, and rules governing a domain of work. (Davies, 2002. 68)

Every task requires a set of activities that must be organized and sequenced. Most tasks can be characterized by one or a few predominant knowledge work activities. These activities apply to all types of tasks. For the purpose of managing knowledge work, 14 knowledge work activities have been classified into four major groups: 1) acquiring knowledge, 2) designing, 3) making decisions,

and 4) communicating. These activities may be part of an individual project or may be integrated into collaborative work with colleagues or teams. Figure 4 illustrates knowledge worker’s activities. (Davies & Naumann, 1997. 78)

KNOWLEDGE WORK ACTIVITIES

Acquiring Knowledge

Designing

Making Decisions

Communicating

Scan Monitor Search

Model Plan Organize Schedule Author

Formulate Analyze Choose

Present Persuade Motivate

Figure 4. Four types of knowledge work activities. (Davies & Naumann, 1997. 78)

Acquiring knowledge

Scanning is an awareness activity. The knowledge worker pays attention to various media and sources to identify and obtain information for knowledge work tasks. For example, scanning may be associated with a job-specific task or with a knowledge-building and maintenance task. Scanning can identify new information sources. Monitoring-reviewing sources expected to contain relevant information-tends to be a more specific activity than scanning. For example, a manager may monitor assigned activities by reviewing regular reports, but scan other documents to increase awareness and identify problems that might not be found in the structure report. Searching is a very specific acquisition activity. The knowledge objective is defined and the knowledge worker must decide where to search and how to find the appropriate information. The search activity is

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