Service for crowd-driven gathering of non-discoverable knowledge
ICSOC'11 Proceedings of the 2011 international conference on Service-Oriented Computing
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Locating IT Inventory Management information is a challenging task, as the knowledge gets transferred among employees that move within or leave the context of a large organization. Information that relates to IT inventory is hidden in the knowledge of individual team members. This fact is not reflected in organizational expertise repositories and therefore locating those employees becomes a cumbersome manual process, if not intractable. In this paper, we present an expert discovery service that leverages the professional social network of an employee, who was previously known to hold the desired inventory information but is no longer available. Evaluation results suggest that this method reconstructs the desired information more than 80% of the time, as per our experiment involving 50 cases. We demonstrate how a carefully designed crowdsourcing approach can effectively extract the targeted information from the employee’s professional social network and discuss its limitations.