Document (#24669)

Author

Budzik, J.
Hammond, K.

Title

Q&A: a system for the capture, organization and reuse of expertise

Source

Knowledge: creation, organization and use. Proceedings of the 62nd Annual Meeting of the American Society for Information Science, 31.10.-4.11.1999. Ed.: L. Woods

Imprint

Medford, NJ : Information Today

Year

1999

Pages

S.302-312

Series

Proceedings of the American Society for Information Science; vol.36

Abstract

It is a time-consuming and difficult task for an individual, a group, or an organization to systematically express and organize their expertise so it can be captured and reused. Yet the expertise of individuals within an organization is perhaps its most valuable resource. Q&A attempts to address this tension by providing an environment in which textual representations of expertise are captured as a byproduct of using the system as a semiautomatic question answering intermediary. Q&A mediates interactions between an expert and a question-asking user. It uses its experience referring questions to expert users to answer new questions by retrieving previously answered ones. If a user's question is not found within the collection of previously answered questions, Q&A suggests the set of experts who are most likely to be able to answer the question. The system then gives the user the option of passing a question along to one or more of these experts. When an expert answers a user's question, the resulting question answer pair is captured and indexed under a topic of the expert's choice for later use, and the answer is sent to the user. Unlike previous work on question-answering systems of this sort, Q&A does not assume a fixed hierarchy of topics. Rather, experts build the hierarchy themselves, as their corpus of questions grows. One of the main contributions of this work is a set of techniques for managing the emerging organization of textual representations of expertise over time by mediating the negotiation of shared representations among multiple experts

Theme

Information Resources Management

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