Knowledge management and mobility in a semi-virtual organization: lessons learned from the case of Telia Nara

This paper reports ethnographical research in search of new ways of designing CSCW systems that support knowledge management in a semi-virtual organization. One such way, suggested in this paper, is the design of mobile CSCW systems from the perspective of the developed NIR-model. According to the principles of the NIR-model and the empirical findings three concrete areas are worth mentioning: there is a call for responsibility management; conflict management becomes important; and skill management seems to be of great importance. This paper ends by concluding the impact of the NIR-model as an analytical tool, as well as highlighting important aspects of knowledge management of particular concern when designing CSCW systems for semi-virtual organizations.