Abstract: In 'Management Challenges for the 21st Century' Peter Drucker has identified ensuring knowledge workers are productive as one of management's most important future challenges.

In this knowledge management panel session Ted Briggs (Head of the ABS Usability Team) and Dale Chatwin (ABS Knowledge Management) will consider whether improving the process or the person is likely to bear most fruit. The paper, which will draw on ABS experience will examine two strategies: matching technology to people, and, matching people to technology. The paper will also discuss approaches for bringing people and technology closer together to facilitate productive knowledge working.