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KM at the customer front-line- The BT case study in ACTIVE
Paul Warren, [email protected]
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
