Social Computing and the Knowledge-Powered Enterprise
John Davies, Next Generation Web Research Group, BT
Social computing & Web 2.0
(user-generated, user-tagged content; social networking tools)
- 3rd generation KM – emergent social networks, opt-in, self-organising, tools chosen and integrated by the community
- social computing landscape – Ad-hoc-Structure, Personal-Enterprise. Link technologies to objectives.
- Knowledge-powered Enterprise – most knoweldge worker activity not based on formal processes – in people’s heads or unstructured documents. Most knowledge workers need to draw on knowledge from colleagues and from outside the enterprise.
- BT: “ Hubbub” Web 2.0 customer community as support and self-service channel. Business case: call deflection and improved service. 20% of user base for covered products have used the system.
- IBM: “ Dogear” – social bookmarking for the enterprise. Expertise location, improved quality of recommendations. Enhances results from enterprise search, use bookmarking as a quality indicator. Using individucal’s bookmarks to derive user profiles, team bookmarks as project resources. Integrated into Lotus Connections.
Web 2.0 and the Semantic Web (web 3.0)
- Extending the web to use computers to do more linking of meaning.
- Ontologies provide a formal description of an information domain – a taxonomy is a simple example of an ontology.
- “Scruffies” and “Neats” – bottom-up folksonomies vs. top-down ontologies. Not mutually exclusive
- SemanticWiki – currently only keyword search, no consistency checking. Experiment – extend Wikipedia by adding type tags to links.
- Project ACTIVE