Task-based process know-how reuse and proactive information delivery in TaskNavigator
CIKM '06 Proceedings of the 15th ACM international conference on Information and knowledge management
Business activity patterns: a new model for collaborative business applications
IBM Systems Journal
Human-Computer Interaction
Experience management in knowledge management
KES'05 Proceedings of the 9th international conference on Knowledge-Based Intelligent Information and Engineering Systems - Volume Part I
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This paper proposes a task-based approach to facilitate experience reuse in knowledge-intensive work environments, such as the domain of Technical Support. We first present a real-world motivating scenario, product technical support in a global IT enterprise, by studying of which key characteristics of the application domain and user requirements are drawn and analysed. We then develop the associated architecture for enabling the work experience reuse process to address the issues identified from the motivating scenario. Central to the approach is the task ontology that seamlessly integrates different components of the architecture. Work experience reuse amounts to the discovery and retrieval of task instances. In order to compare task instances, we introduce the dynamic weighted task similarity measure that is able to tuning similarity value against the dynamically changing task contextual information. A case study has been carried out to evaluate the proposed approach.