Dissertation Information for Mark S. AckermanNAME:
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SCHOOL: ADVISORS: COMMITTEE MEMBERS: MPACT Status: Incomplete - Inspected Title: Answer Garden: A tool for growing organizational memory
Abstract: "Answer Garden allows organizations to develop databases of commonly asked questions that grow ""naturally"" as new questions arise and are answered. It is designed to help in situations (such as customer ""hot lines"" or help desks) where there is a continuing stream of questions, many of which occur over and over, but some of which the organization has never seen before. Answer Garden includes a branching network of diagnostic questions, as well as additional information retrieval methods, that help users find the answers they want. If the answer is not present, the system automatically routes the question to the appropriate expert, and the answer is returned to the user as well as inserted into the information database. Experts can also modify this network in response to users' problems. Through their normal interactions, users and experts build an organizational memory. |
MPACT Scores for Mark S. AckermanA = 5 Advisors and Advisees Graph |