"This is the peer reviewed version of the following article: BURNETT, S. M., ILLINGWORTH, L. and WEBSTER, L., 2004. Knowledge auditing and mapping: a pragmatic approach. Knowledge and Process Management, 11 (1), pp. 25-37, which has been published in final form at http://dx.doi. This paper seeks to describe the process, methods and resulting outcomes of a knowledge audit and map carried out within a tax department in a multinational oil exploration and production company. Although the department had employed systems for managing information, there was a desire to build on this to develop and apply systems and processes to manage and exploit knowledge embedded in staff. By using questionnaires and interviews, the audit and map process aimed to provide a critical first step in introducing knowledge management into the department, and establishing a plan of action.

No abstract

Purpose This paper presents the research findings of the “Syrian New Scots’ Information Literacy Way-finding practices” research project, funded by the Information Literacy Group of the Chartered Institute of Library and Information Professionals. The purpose of this paper is to explore the information needs of “Syrian New Scots” (the preferred name for refugees in Scotland), their habitual and adaptive information literacy practices and the barriers and enablers they encounter within their new socio-cultural setting via their interactions with people, tools and processes. Design/methodology/approach Primary data were collected via interviews with three Local Authority Leads for Syrian Resettlement and focus groups with Syrian New Scots in three geographical locations in Scotland: two rural areas and one urban. Syrian research subjects were also involved in a drawing exercise that helped to contextualise the findings. Findings The main information needs expressed by participants revolved around the learning of English language which was linked to addressing health-related information needs, well-being and community engagement. All participants also highlighted the issue of socio-cultural differences in fulfilling everyday life information needs (such as health and housing). Information provision to Syrian New Scots requires a more structured process that acknowledges personalised information needs and it is tailored to the different stages of the adaptation process. The findings suggest that the “ways of knowing” that Syrian refugees bring with them are converging information experiences of past and new knowledge structures gained via different socio-cultural and migration experiences. Originality/value The research findings of this project will be of interest to local and regional support organisations and community volunteer groups who contribute to the social well-being and social integration of Syrian refugees. In addition, they may be of interest to public libraries due to their role as centres for educational and cultural orientation sessions, and as places of support for newly settled Syrian refugees and the communities that embrace them.

No prior research has been identified that investigates the causal factors for workplace exploratory search task performance. The impact of user, task, and environmental factors on user satisfaction and task performance was investigated through a mixed methods study with 26 experienced information professionals using enterprise search in an oil and gas enterprise. Some participants found 75% of high-value items, others found none, with an average of 27%. No association was found between self-reported search expertise and task performance, with a tendency for many participants to overestimate their search expertise. Successful searchers may have more accurate mental models of both search systems and the information space. Organizations may not have effective exploratory search task performance feedback loops, a lack of learning. This may be caused by management bias towards technology, not capability, a lack of systems thinking. Furthermore, organizations may not "know" they "don't know" their true level of search expertise, a lack of knowing. A metamodel is presented identifying the causal factors for workplace exploratory search task performance. Semistructured qualitative interviews with search staff from the defense, pharmaceutical, and aerospace sectors indicates the potential transferability of the finding that organizations may not know their search expertise levels.

Many organisations are re-creating the ‘Google-like’ experience behind their firewall to exploit their information. However, surveys show dissatisfaction with enterprise search is commonplace. No prior study has investigated unsolicited user feedback from an enterprise search user interface to understand the underlying reasons for dissatisfaction. A mixed-methods longitudinal study was undertaken analysing feedback from over 1000 users and interviewing search service staff in a multinational corporation. Results show that 62% of dissatisfaction events were due to human (information and search literacy) rather than technology factors. Cognitive biases and the ‘Google Habitus’ influence expectations and information behaviour and are postulated as deep underlying generative mechanisms. The current literature focuses on ‘structure’ (technology and information quality) as the reason for enterprise search satisfaction, agency (search literacy) appears downplayed. Organisations which emphasise ‘systems thinking’ and bimodal approaches towards search strategy and information behaviour may improve capabilities.