Augmenting the organizational memory: a field study of answer garden
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Answering questions for an organization online
AAAI '98/IAAI '98 Proceedings of the fifteenth national/tenth conference on Artificial intelligence/Innovative applications of artificial intelligence
Generating, integrating, and activating thesauri for concept-based document retrieval
IEEE Expert: Intelligent Systems and Their Applications
What You Saw Is What You Want: Using Cases to Seed Information Retrieval
ICCBR '97 Proceedings of the Second International Conference on Case-Based Reasoning Research and Development
Case-Based Reasoning Technology, From Foundations to Applications
Question Answering from Frequently Asked Question Files: Experiences with the FAQ Finder System
Question Answering from Frequently Asked Question Files: Experiences with the FAQ Finder System
Supporting Knowledge Management in University Software R&D Groups
LSO '01 Proceedings of the Third International Workshop on Advances in Learning Software Organizations
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Essential for the success of FAQ systems is their ability to systematically manage knowledge, including the intelligent retrieval of useful FAQ documents and the continuous evolution of the knowledge base. Based on our experience, we propose a hybrid approach for the management of FAQ documents on programming languages written in Portuguese, Spanish or other latin languages. Our approach integrates various types of knowledge and provides intelligent mechanisms for knowledge access as well as the continuous evolution and improvement of the FAQ system throughout its life cycle. The principal strength of this approach lies in the integration of Case-Based Reasoning and Information Retrieval techniques, customized to the specific requirements and characteristics of FAQ document management. Our work is currently being implemented and evaluated in the context of an international research project.