Kms - Portals

11: KM Tools and Knowledge Portals Virach Sornlertlamvanich

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Portals  

Portals are Web-based applications which provide a single point of access to online information. These can be regarded as virtual workplaces which  

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promotes knowledge sharing among end-users (e.g., customers, employees etc). provides access to data (structured) stored in databases, data warehouses etc. helps to organize unstructured data.

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Portals: The Basics (cont’d)  

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Web-based applications providing a single point of access to online information An emerging tool for      

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Simplify access to data stored in various application systems Facilitate collaboration among employees Assist company in reaching customers

Knowledge Management System, Virach Sornlertlamvanich ([email protected])

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Evolution      

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Initially portals were merely search engines. In the next phase they were transformed to navigation sites. In order to facilitate access to large amount of information, portals have evolved to include advanced search capabilities and taxonomies. They are also called Information portals because they deal with information. Organizations are becoming increasingly aware of the opportunities obtained by using and adding value to the information lying dormant in scattered information systems. Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Evolution  

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Portals can integrate applications by the way of combining, analyzing, and standardizing relevant information. Knowledge portals provides information about all business activities and they are capable of supplying metadata to support decision making. In case of knowledge portal, we do not focus on the content of the information, but we focus on how it will be used by the knowledge workers.

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Evolution  

Knowledge portals have two kinds of interface:    

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Knowledge consumer interface Knowledge producer interface

Enterprise Knowledge Portals (EKP) can distinguish knowledge from information and can produce knowledge from raw data and information.

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Evolution of the Portal Concept (cont’d)  

From Information to Knowledge Portal      

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Focus on how it will be used by the knowledge workers A key component in the knowledge management architecture Allow producers and users of knowledge to interact

Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Evolution of the Portal Concept (cont’d)  

Knowledge portals provide two kinds of interfaces:    

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The knowledge producer interface The knowledge consumer interface

Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Business Challenge  

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In case of most of the businesses, usually there exists an inherent pressure to optimize the performance of operational processes in order to reduce cost and enhance quality. Customer-oriented systems allow organizations to understand the customer behaviour pattern(s) and helps them to offer the right product at the right time. Often, organizations need to commercialize their products at the lowest possible price.

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Portals and Business Transformation  

Usually problems arise from the following two fundamental aspects underlying the present computing technology:  

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The explosion in the quantity of business information already captured in electronic documents leads many organizations to lose their grip on the information as they upgrade their processes and transform to new systems. The fast speed with which the quantity (and kinds) of information content is growing, indicates that what is needed to meet the challenges is a strict internal discipline which can help to expose and integrate the sources of enterprise knowledge. Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Portals and Business Transformation  

Types of pressures faced by most organizations:      

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Shorter time to market More demanding investors/customers Knowledge worker turnover

Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Portals and Business Transformation  

Portals can meet (or transform) Today’s Business Challenges          

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Shorter time to market Staff turnover More demanding customers and investors Explosion of key business information in electronic documents Speed by which the quantity and kinds of content is growing

Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Benefits of Knowledge Portals increase

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reduce

Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Market Potential    

Knowledge portals are emerging as key tools for supporting the knowledge workplace. The infrastructure components of the Enterprise Information Portal (EIP) market:        

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Business intelligence (knowledge) Content management (dynamic) Data management (structured) Data warehouses/data marts (analytical)

Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Knowledge Portal Technologies        

Functionality Collaboration Content Management Intelligent Agents

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Portal Features and Their Corresponding Benefits Common Features

Business Benefits

Search

Quick access to hidden information to facilitate business processes

Categorization

Ability to organize information assets by business process, group, or job category thus promoting access to relevant information

Query, Reporting, and Analysis

Better decision support as well as information dissemination and sharing

Integration of Information and Applications

Ability to access through a single interface, all applications and information required for increased job throughout

Publish and Subscribe

Maturation of business processes by collaborating with others, sharing information, and improving business performance

Personalization

Arranging the interface to meet an individual’s needs and desires for increased job productivity

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Layers of Knowledge Portal Architecture

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Categories of Portal Tools (Functionlity)              

Gathering Categorization Collaboration Distribution Personalization Publishing Searching/Navigation

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Collaboration  

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The aim for using the collaboration tools is to create a collaborative KM system which supports sharing and reusing information. In the context of KM, collaboration implies the ability for more than one people to work together in a coordinated fashion over time (and space) using electronic devices. Types of collaboration:    

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Asynchronous collaboration: Human-to-human interactions via computer systems having no time/space constraints. Synchronous collaboration: Human-to-human interactions (via computer systems) that occurs instantly. Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Collaboration  

Push Technology:  

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Places information in a place where is it easily visible.

Pull Technology:  

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Requires to take specific actions in order to retrieve information.

Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Collaboration  

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Collaboration tools create a KM system that supports information sharing and reuse Enable multiple users work together in a coordinated fashion over time (and space) via the portal

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Types of collaborations  

Asynchronous collaboration    

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having no time or space constraints. Queries, responses, or access occur anytime and anyplace

Synchronous collaboration    

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Interaction that occurs immediately (within few seconds). It can use audio, video, or data technologies

Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Collaboration Toolset              

Comfortable e-mail systems A Web browser Simple search functionalities Collaboration services with a multipurpose database Web services Indexing services for full-text search of documents Well-organized central storage locations

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Content Management    

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Requires directory/indexing capabilities to automatically mange the ever growing warehouses of enterprise data. Addresses the problem of searching for knowledge in all information sources of the enterprise. This knowledge can include structured as well as unstructured internal information objects like office documents, collaborative data, MIS, experts, and also external information. Metadata is required to define the types of information. Content management component needs to publish information in the knowledge-base. Content management can handle the way the documents are analyzed, categorized, and stored.

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Content Management  

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Categorizing: As the volume of documents (under management) grows, it becomes rather important to organize similar documents into smaller groups and to name the groups. Since document collections are not static, hence portals must provide some form of taxonomy maintenance. As new documents are added, they must be added to the taxonomy at proper places (using a classification technology). As the clusters grow and as the conceptual content of the new documents change over time, it can become necessary to subdivide clusters or to move documents from one cluster to another.

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Content Management – Categorization and Publishing      

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Use metadata to define types of information Categorize similar documents into named groups Directory/Indexing capability to automatically manage growing warehouses of enterprise data Provide dynamic taxonomy maintenance

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Intelligent Agents      

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Agents are softwares which are able to execute a wide range of functional tasks (e.g, comparing, learning, searching etc). Intelligent agents are tools that can be applied in the context of EKP's. They are still in their infancy, most applications are yet experimental and have not reached the actual commercial stage. As the relationships between the organizations and their customers become more complex, the organization needs more information regarding what these relationships mean and the way to exploit them. Intelligent agent technology can help to address these needs. 32

Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Intelligent Agents  

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Customers usually set certain priorities while purchasing products (or using services). Intelligent agents can master the individual customers' demand priorities by learning from experience with them, and most of all they can qualitatively and quantitatively analyze these priorities. Some of the customer services that can be benefitted by intelligent agents:           33

Customer assistance (customized) with online services. Customer profiling and integrating profiles of customers into a group of marketing activities. Forecasting customer requirements. Executing transactions (financial) on the behalf of customers. Negotiating prices/payment schedules. Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Intelligent Agents – Gathering and Personalization  

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Software that executes a range of tasks autonomously (e.g., comparing, learning, searching) Discover previously unknown relationship details between organization and customers Analyze customer’s demand priorities by learning from their purchasing experience

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Intelligent Agents Services            

Customized online customer services Profile customers based on records Integrate customer profiles into group marketing activities Predict customer requirements Negotiate prices and payment schedules Execute financial transactions on customer’s behalf

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Critical Issues for Knowledge Portals              

Responsiveness to user need Content structure in large systems Content quality requirements Integration with existing systems Scalability Hardware–software compatibility Synchronization of technology with the capabilities of users

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Portal & New Technology Directions Global, just-in-time knowledge Sources and services Analytic Tools Intelligent Training Collaborative Learning

User-, task-, and situationTailored interaction

Performance Support

Human Computer Interface

Collaborative Filtering Information Brokers Knowledge Integration

Multimedia Multilingual Multidocument

Knowledge Management

Digital Libraries

Seamless collaboration across geographic, temporal, organizational, and mission boundaries

Intelligent agents to monitor, filter, search, extract, translate, fuse, mine, visualize, and summarize information for a variety of operational needs

Collaborative Environments

Intelligent Agents

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

Portal Vendors

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])

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Knowledge Management System, Virach Sornlertlamvanich ([email protected])