Title: Using personas for designing knowledge and learning services: results of an ethnographically informed study

Authors: Ronald Maier, Stefan Thalmann

Addresses: University of Innsbruck Information Systems, Universitaetsstrasse 15, A-6020 Innsbruck, Austria. ' University of Innsbruck Information Systems, Universitaetsstrasse 15, A-6020 Innsbruck, Austria

Abstract: Traditional research on learning does not sufficiently consider the strong IT support that recently has become available in organisations. Based on the findings of an ethnographically informed study of a German software house, this paper presents three idealised personas that represent distinctive informal learner types. The rich descriptions of the personas are discussed in relation to a number of theories on motivational aspects, informing practices and levels of expertise and result in the three service areas individuation, interaction and in-form-ation. The paper is concluded by a set of theses about designing and guiding usage of knowledge and learning services.

Keywords: ethnography; informal learning; learning technology; knowledge management; learner types; persona; workplace learning; Germany; software firms; motivation; expertise levels; informing practice.

DOI: 10.1504/IJTEL.2010.031260

International Journal of Technology Enhanced Learning, 2010 Vol.2 No.1/2, pp.58 - 74

Available online: 27 Jan 2010 *

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