Support centers have been overrun by information. Categorization and cataloging have failed to help us keep up. A new method is required. As we have entered the age of data we need a more human aspect to our training, knowledge management and day to day assessing of knowledge.
This paper discusses practical learning ideas and key ideas such as the Pie Principle, socialization of knowledge and information bubbles.
Fitzgerald, Mark. (2014). "Making Sense Out of Information Chaos". Proceedings of the 2014 ACM SIGUCCS Annual Conference on User Services Conference, 33-36.