Kea-pro KM at the customer front-line - The BT case study in ACTIVE Paul Warren,...

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KM at the customer front-line- The BT case study in ACTIVE

Paul Warren, paul.w.warren@bt.com

http://www.active-project.eu

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Why case studies?

To validate the technologies

To exploit the technologies

To create reference applications

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KM at the customer front-line- a greenfield site

Our trialists

Their needs

Our solution

Summing-up

Validating our solution

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Trialists

BT Business SystemsICT services for small & medium sized organisations in UK

Working with customerssales specialists, technical consultants, sales managers, solutions consultants

Potentially 100s of trialistsacross the UKnot all ‘Web2.0’ users

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How they workOut with the customers

e.g. three days a week on the roadthen working from home

Using multiple systemsCRM systems, pricing / design tools, MS Office tools….

Dealing with multiple customers10’s – 100’s customerscontext switching between customersprompted by emails, phone calls, IMs

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Understanding their needsInterviews

sales and technical specialiststheir managerssenior managers

Remote job-shadowingusing LiveMeeting & MS Communicator for voice

Concept demonstratorfeedback in focus groups and 1-1s

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Help with knowledge sharing

Particularly developing proposalsidentified as problem by senior managersneed to find appropriate text for reuse and experts to provide specialised input

Need to respond faster to customersand more proactively

Tagging and tag-based search

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Context switchingUsers want automatic context switching

ProcessesCustomer-facing people

little interest in process designchallenge is having information at right point in process

Senior managerscompare actual processes with theoretical… and optimise

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Our solution – next 6 monthsSemantic MediaWiki for knowledge sharing

– for business proposal writingAKWS with manual context switching

AKWS with automatic context switchingProcess optimisation

Second half of 2010

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Semantic MediaWiki

Putting semantics in the Wiki• Typed links – relations• Attributes – related to content of an article

Informal semantics• user-defined relations & attributes

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MediaWiki

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Semantic MediaWikityped link

typed link

attribute attribute

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A semantic view of London

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Querying the Semantic MediaWiki

Query syntax

Results pages

Result displayed in page• <ask> tag to enclose query

Ask The Wiki• easier interface for querying

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Semantic MediaWiki in BT case studyA collaborative forum for text creation

more efficient than email exchangesusing forms facilityfor parts (e.g. exec summaries) of documents

– drawback is limited formatting

Ability to model relationshipsJohn Smith is an expert in MPLS

Ability to queryfind experts in MPLSfind previous proposals using IP Clear

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CategoriesCustomer, Proposal, Customer Issue, Product

PropertiesCategory Property Type

Customer Address string

Bid class text

Bid sub-class text

Homepage url

Name page

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query for all proposals which propose product BT Net Premium

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ACTIVE Taskbar

ACTIVE Knowledge WorkSpace (AKWS)

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Opening a file normally

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Opening a file from context

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Tagging in an application

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Sharing through tagging

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Sharing through context

shared contexts support knowledge

sharing

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Context in email (mock-up)enables

ordering by context

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Tagging a document (mock-up)

User offered a choice of tags, or can choose his own

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Searching

User can search on tags, document content, or both

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Learning context and processContext learning is vital• most users don’t want just top-down approach• user interface still a challenge

Process learning• for comparison and optimisation• how do we visualise & compare

Using TNT• Time Network Text

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TNT (Time-Network-Text) Architecture

TNT Database

EventEvent

EventEvent

EventEvent

EventEvent

Event

Time

Event stream

Incremental updates

API for TNT Database Engine

Query: time, network, and text

constraints

Result: state of data in selected

time point(s) + derivatives (dynamic component)

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On the input we have stream of events observed from environment• Events are of different types having rich description

Events have three major data components: • time stamp, feature vector (e.g. text), network update (e.g. social component)

Events come in time and cause incremental updates in the maintained database

The system allows querying and aggregation of the database retrieving past data • (trends, processes, visualization , privacy preservation, …)

Intuition behind developed model

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Examples of Processes, Tasks, ContextsProcess Task Context (hierarchical)

Proposal Writing Distribute sections/tasksFind relevant contentFind expertsConsolidate contentReview document

Client, Product Offering

Evaluate Vendor Define dimensions of evaluationResearch VendorFind competitorsAssess similarities and differences

Client , product offering, vendor, goal

Research Technology Topic Research TrendsAnalyst ReportsMarket analysisVendor Analysis

Client, technology

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Validating the prototype

Oct 2009: 3 ‘friendly’ usersNov 2009: group of 5 customer-facing

Jan 2010: ~ 20 users

September 2010: 100-200 users

Intermediate prototype

Final prototype

Technicalintegration testing

Organisationalspeed up proposal writing processimprove quality of proposalsbe more reactive to customersoptimise processesimprove knowledge sharingincrease efficiency in dealing with multiple contexts

User assessmentinterviews, questionnaires, log analysis

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Relevant Criteria Measures MethodsUsability / UI design - Number of defects and shortcomings

detected

- Further user requirements identified

- Heuristic Evaluation

- Cognitive Walkthrough

- Collaborative Usability InspectionEfficiency - Time to complete tasks

- Number of errors

- Performance Measurement

- Automatic Performance Measures (derived from logs, where possible)

Efficiency (task switching)

- Time lost by task switching - Task interruption / resumption lag measures in a multiple task context

Effectiveness - Number of tasks completed successfully - Performance Measurement

User Satisfaction - Subjective user assessment: Efficiency, Control, Learnability, Helpfulness, Affect

- SUMI questionnaire

Acceptance - Subjective user assessments - On-line questionnaires

- User adoption rateInformation Quality Precision, Completeness, Fit, Presentation,

Trustworthiness - IQ measurement scales

User assessment criteria

Using VNET5 http://www.vnet5.org/

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Summing-up

Addressing the challenges of knowledge workeasier and more appropriate knowledge sharinghelp with informal processesmanaging information in context

Validating the resultstechnicalorganisationaluser

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Other topicsAnonymising data

keeping its value for data miningdata will go missing – need to minimise impact

Securitylightweight security within the enterprisewho can see what, who can do what

Incentives for sharingwith Web2.0 in the enterprise

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Paul Warren, paul.w.warren@bt.com

Thank you!

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