Re: Knowledge capture and the retrieval of knowledge exchanged during conferences
#conferences
#tools
#knowledge-capture
Larry Hawes
--- In sikmleaders@..., "mzaharee" <mzaharee@...> wrote:
At most technology-themed conferences, numerous attendees use Twitter to capture and immediately disseminate key points the speaker or panel is making. Nearly all conferences define and publicize hashtags (i.e. #e2conf at the Enterprise 2.0 Conference held last month in Boston) that attendees can include in their tweets, so they may be grouped into a common index for both realtime and post-event retrieval. Some conferences have gone so far as to assign a specific, distinct hashtag to each session. The same method could be used for any private meeting as well. The largest challenge is that Twitter does not retain tweets containing hashtags for more than 3 months, and often less. Individuals seeking to mine older tweets would have to rely on a second service, such as FriendFeed, that aggregates information from multiple services and archives it indefinitely (making it available for query much later.) I hope this helps! Larry
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Re: Knowledge capture and the retrieval of knowledge exchanged during conferences
#conferences
#tools
#knowledge-capture
Nancy Dixon
Matt, I agree with you. For large conferences, not just meetings - its a design issue. In a recent blog http://www.nancydixonblog.com/2009/07/a-km-strategy-built-on-the-collective-knowledge-of-ecopetrol.html I describe a meeting at Ecopetrol that was designed for collective learning. In this meeting both the big ideas and decisions were preserved.
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Nancy Nancy M, Dixon Common Knowledge Associates 202 277 5839 NEW PHONE NUMBER as of Aug 28, 512 694 6605 now blogging at www.nancydixonblog.com
On Jul 15, 2009, at 6:35 PM, Matt Moore wrote:
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Re: Knowledge capture and the retrieval of knowledge exchanged during conferences
#conferences
#tools
#knowledge-capture
Nancy Dixon
Marcie,
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I have used Issue Mapping and Dialogue http://www.cognexus.org/issue_mapping_webinar_series.htm . It takes a skilled person to create the map, but it's a great way to see the relationship between issues and to be able to attach documents and notes. Jeff Conklin has some research - here is one http://www.cognexus.org/ConklinCaseStudyChapter.pdf - but more on his site. There is also a youtube video that explains Issue Mapping. http://www.youtube.com/watch?v=pxS5wUljfjE Nancy Nancy M, Dixon Common Knowledge Associates 202 277 5839 NEW PHONE NUMBER as of Aug 28, 512 694 6605 now blogging at www.nancydixonblog.com
On Jul 15, 2009, at 9:55 AM, mzaharee wrote:
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Re: Knowledge capture and the retrieval of knowledge exchanged during conferences
#conferences
#tools
#knowledge-capture
Matt Moore <laalgadger@...>
--- On Wed, 7/15/09, mzaharee wrote:
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Re: Knowledge capture and the retrieval of knowledge exchanged during conferences
#conferences
#tools
#knowledge-capture
Tom Short <tman9999@...>
Apart from publishing a collection of the presentation decks that were presented, not sure what you had in mind.
Even then I have found very little residual value in the various binders full of powerpoint slides that I've collected - I have probably referred back to less than 1% of all slides amassed in binders over the years. What knowledge are you thinking should be captured? Capture, imho, is for the most part a useless exercise. By analogy, have you ever tried to type up the notes that were put up on a whiteboard, along with any diagrams? How much residual use are those notes? How much use are they to someone who wasn't even in the room? Point is, any true "knowledge" that was generated during a conference was probably highly contextual, and sticky - the people who gave rise to it are probably the only ones who will have it a year from now, despite their efforts to capture or transmit it. Just a thought.
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Re: Knowledge capture and the retrieval of knowledge exchanged during conferences
#conferences
#tools
#knowledge-capture
fmremski <fmremski@...>
This is a very interesting question and I am looking forward to reading others' feedback.
The challenges for knowledge capture in a meeting or event setting are somewhat unique. You need to avoid distracting speakers and participants with the task of facilitating the capture, but likely also need to keep the size of the capture small to minimize time spent on post-capture editing. It's not web 2.0, but I am a big fan of Camtasia Studio for rich, complex knowledge capture and would likely start with this tool. Capturing an interactive chat or blog session by several volunteers from the audiance might also be valuable. Ultimately, stiching audio, video, screen shots, etc... back together into a "knowledge capsule" with metadate (bookmarks, keywords, references, et al) may be beyond current web 2.0 capabilities, but I reserve the right to be corrected! -Frank
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Re: Any Experience Here with Virtual Agents/Chat Bots?
#AI
#call-center
jacobwatts <jacob.watts@...>
Good stuff guys - appreciate the responses.
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-Jacob
--- In sikmleaders@..., Steve Ardire <sardire@...> wrote:
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Re: Knowledge capture and the retrieval of knowledge exchanged during conferences
#conferences
#tools
#knowledge-capture
TRflanagan@...
I would remain a wee bit more optimistic.
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In terms of retaining meaning from a meeting on a complex topic, I do believe that one can capture a list of decisions made by the group and an "image" of the relationships among the important concepts that lead up to that decision. The enduring take-away needs to be some narrative about "what have we decided and what were the key considerations that shaped that decision." There is probably some real archival value in having access to a catalogue of warrants that were applied to group decisions which are made repeatedly by different groups in slightly different situations. Of course, I am speaking about meetings that result in group decisions. Presentations themselves are broadcasts, and I feel that they rarely tap the wisdom of the audience in real time. In narrative form I enjoy brief presentations (usually), yet on their own merits they rarely prompt me into a new course of action. In a complex situation, I rely on deliberation and collective decision. Tom Flanagan ><((((º>·..¸¸·´¯`·.><(((º>`·.¸¸.·´¯`·..¸¸><((((º> .·´¯`·..><(((º>
In a message dated 7/15/2009 7:15:00 PM Eastern Daylight Time, tman9999@... writes:
Subj: [sikmleaders] Re: knowledge capture and the retrieval of knowledge exchanged during conferences
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Knowledge capture and the retrieval of knowledge exchanged during conferences
#conferences
#tools
#knowledge-capture
Marcie Zaharee
I'm conducting a quick look assessment to determine what collaborative tools can be used to improve both the knowledge capture and the retrieval of knowledge exchanged during conferences/meetings/corporate events, etc. Is anyone familiar with any recent studies on web 2.0 tool usage trends in these settings? Would you mind sharing what best practices exist in your own companies.
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Re: Any Experience Here with Virtual Agents/Chat Bots?
#AI
#call-center
Steve Ardire <sardire@...>
Keshav - I hadn't looked at demo of eGain virtual agent in a number of yrs.
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The eGain virtual agent is using a case based reasoning engine from a software startup called Big Science that eGain acquired in 2000. You can also see it here http://www.kurzweilai.net as the underlying conversational engine for Ramona ( Ray Kurzweil's alter ego ) with a LifeFX pretty face ( company is no longer around ) I was involved with Big Science, eGain and LifeFX ;) - Steve
On Mon, Jul 13, 2009 at 11:51 PM, <jpnagar@...> wrote:
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Re: Any Experience Here with Virtual Agents/Chat Bots?
#AI
#call-center
Couple of year ago I had seen a demo of eGain virtual agent. I suppose this is still available as on offering - http://www.egain.com/products/virtual_agent.asp
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I had also seen one live deployment of this solution for one of the Japaneese banks. As long as the questions are simple and clear the ChatBot can answer correctly. You can checkout a demo on site accessible through a link on th right side - "Chat with us". Hope this info is helpful. Regards Keshav Rajgopal From: "jacobwatts" Date: Mon, 13 Jul 2009 21:24:40 -0000 To: <sikmleaders@...> Subject: [sikmleaders] Re: Any Experience Here with Virtual Agents/Chat Bots? Thank you for your response, John. I took a look at Verbots for the sake of due diligence, but have to agree that it doesn't seem like a professional solution.
--- In sikmleaders@ > > A few years ago, we looked at a free tool from Verbot > http://www.verbots. > seemed like a professional solution. About that same time, Miss Dewey came > out which provided a glimpse into what a chat bot could become. > Unfortunately, the Miss Dewey site is no longer available. >
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Re: Any Experience Here with Virtual Agents/Chat Bots?
#AI
#call-center
jacobwatts <jacob.watts@...>
Thank you for your response, John. I took a look at Verbots for the sake of due diligence, but have to agree that it doesn't seem like a professional solution.
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Looking at the minimal response to my inquiry, I guess there isn't much experience with this market segment in our group. That isn't surprising, since the vendors we are looking at have only been in business for a few years and have a short list of customers. But seeing how these front-end systems are typically tied in with a KM system of some form, it will be interesting to see how this evolves in the next decade or so as the technology gains traction. That's an assumptive statement, but I do believe virtual agents will become more common, and has potential to eventually become the de facto standard.
--- In sikmleaders@..., john.mcquary@... wrote:
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David Griffiths <dgkmedin@...>
My name is David Griffiths and I am a PhD student and Associate Lecturer at Edinburgh University. I am currently investigating the assumptions of KM academics and practitioners and I am looking for help in distributing a survey through your forum. This survey has been designed to examine the findings of a large meta-analysis of KM literature and so is a little unique in its approach, which makes the use of other surveys a little difficult. I am more than happy to provide a digest version of the findings and I appreciate the need to feedback to the KM community. The link is as follows: https://www.survey.ed.ac.uk/km2009 Thank you in advance for any help you might be able to give me with this. Kind regards, David Griffiths
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Re: Any Experience Here with Virtual Agents/Chat Bots?
#AI
#call-center
john.mcquary@...
A few years ago, we looked at a free tool from Verbot
http://www.verbots.com/ , but while it made a fun demonstration, it never seemed like a professional solution. About that same time, Miss Dewey came out which provided a glimpse into what a chat bot could become. Unfortunately, the Miss Dewey site is no longer available. ------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain proprietary, business-confidential and/or privileged material. If you are not the intended recipient of this message you are hereby notified that any use, review, retransmission, dissemination, distribution, reproduction or any action taken in reliance upon this message is prohibited. If you received this in error, please contact the sender and delete the material from any computer. Any views expressed in this message are those of the individual sender and may not necessarily reflect the views of the company. ------------------------------------------------------------
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Any Experience Here with Virtual Agents/Chat Bots?
#AI
#call-center
jacobwatts <jacob.watts@...>
We are currently investigating the possibility of implementing a virtual agent (chat bot, intelligent agent, virtual CSR, there doesn't appear to be an industry standard term yet). We're in discussions with a couple of potential vendors, but finding legitimate vendors hasn't been easy. Our basic requirements include the ability to handle various service requests which requires integration with disparate systems (i.e.: balance inquiries, make payments, change contract terms, etc.), as well as incorporate our knowledge base, which at this point we're thinking would be implemented with a co-browsing approach.
Does anyone have experience in this area? Any insight to offer as to what questions we should be asking that maybe aren't obvious? Or a recommendation of a vendor to consider? Thanks in advance.
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Michael Fulton <cincibuckeyenut@...>
--- On Mon, 6/29/09, Paul Rehmet wrote:
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Paul Rehmet
Jeevan,
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We use both MOSS and SPS03. MOSS has pretty good content and document management features making it well suited for intranets, web sites, and team document sharing. In my opinion it is not as strong at connecting people with people which is a critical element of a KM solution. Some of the things I would want to see in the next version of SharePoint are (1) users' encouraged to fill out their profile (like in Linked In), (2) improvement of the colleague concept to be more like friends in Facebook, (3) user status (like Twitter), (4) team site templates that are oriented toward communities, e.g. containing a members face wall, group blog, discussion boards, news reader, etc. (5) user dashboard (like private mysite) which automatically shows recent activity of colleagues and groups, (6) simplified UI with less features and fewer popup menus, (7) tagging and tag clouds. MOSS certainly has some capability in these areas but not strong enough to make it easy for people to engage other people. I would love to hear others' views and experiences in this area. Regards, Paul
On Sat, Jun 27, 2009 at 4:39 AM, jeevan kamble <jeevan_km@...> wrote:
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Re: Model : Knowledge Management for Incident Management/SLA
#call-center
Stephanie Barnes
Hi Jeevan,
I have done some work on implementing KM in an ITIL environment, and have written a whitepaper on it although it deals more with unstructured information rather than what you are looking for with respect to incident management. An associate of mine does Knowledge Centred Support training and consulting, I'm not sure which technologies she has dealt with. I am happy to connect you to her if you would like. Best Regards, Stephanie stephanie.barnes@...
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Re: Model : Knowledge Management for Incident Management/SLA
#call-center
Bill Dixon
Hello Jeevan,
We have integrated SupportSoft’s Author Center with BMC’s Remedy Service Management Suite globally. ITIL 3 goes so far as to illustrate KM as underpinning service management processes, but is not prescriptive. The SupportSoft/Remedy integration has enabled Field personnel to author and publish support content which eventually makes its way to the self-service portal. Once that happens, it is no longer necessary for customers to call the Service Desk to address an incident. Instead, customers can access tailored solutions at the self-service portal. We also store “work-arounds” in the same SupportSoft repository, but are in our infancy in realizing the potential behind knowledge enabled Problem Management (more politics than process or technology).
Email me directly if you would like to discuss our platform and KCS experience further.
Regards,
Bill Dixon Bill.dixon@...
From:
sikmleaders@... [mailto:sikmleaders@...] On Behalf
Of jeevan kamble
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Re: Model : Knowledge Management for Incident Management/SLA
#call-center
Simard, Albert <albert.simard@...>
Jeevan –
I have not worked specifically on incident management, service management, or HP service centre. However, I have a number of strategic-level presentations on KM for emergency management and knowledge services. There are available at: http://www.slideshare.net/Al.Simard/slideshows. If anything there interests you, let me know and I can provide links to additional detail.
Al Simard
From: sikmleaders@... [mailto:sikmleaders@...] On Behalf Of jeevan kamble
Sent: Friday, June 26, 2009 8:28 PM To: sikmleaders@... Subject: [sikmleaders] Model : Knowledge Management for Incident Management/SLA
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