KM World Track D1

Scalable Q&A InfrastructureFor Knowledge Communities

KM World Track D2

Agenda• Technology requirements for knowledge

sharing• Example technology solution: Organik V3• Product tour• Example sites• About Orbital Software

KM World Track D3

Q&A Is The Natural Interface

Has anyone performedstratigraphic analysis of similar

seismic substrate data?

Who else has experiencerunning Oracle on Linux?

B2B

Has anyone elsesolved this clientchallenge before?

Can I make a withdrawalfrom the company’s

401K plan? E2E

Where can I finda baseball card ofJim Wamsgans?

Where is the nearestcar dealer thathas inventory?

B2C

KM World Track D4

“I Have a Question”

1. Who might knowthe answer?

2. Try Anna

3. Not me

4. Try Fred5. No answer

6. How about Sue?

KM World Track D5

“Email Blitz”

…“ “

KM World Track D6

Knowledge Sharing Issues

• The knowledge-based enterprise• Geographically dispersed teams• Disparate archives of information• Inadequacy of search engines• Email blitzes• “Re-inventing the wheel”

KM World Track D7

Q&A Infrastructure Goals• Users

• Quality answers in minimum time• No more drowning in search results• Need to be drawn to the solution

• Experts• Minimal interruptions• Community-oriented discussions• Need to be drawn to the solution

• Administrator/manager• Easy to implement• Minimal time and cost to manage

• All• Dynamic updating of answers and profiles• Scalable to millions of questions• Foster a better work environment; better web site

Q&Asoftware

Users

Experts

Administration

KM World Track D8

Technology SolutionOrganik Person to Person Q&A Infrastructure

• Highly topical answers to questions

• Optimal access to experts

• Seamless experience for users

• Robust infrastructure to build knowledge base and reuse answers

• Builds community

KM World Track D9

Dynamically Updated Personas

• Knowledge map updated based on questions asked and answered

Browsing

KM World Track D24

Case Studies• PR Newswire ProfNet• Ericsson

KM World Track D25

PR Newswire Profnet• 11,000 information points

• Organizations - universities, government agencies & corporations

• Approved experts/information sources• Subscriber based• Official information sources• Global expert base

• US / Europe / South America

KM World Track D26

ProfNet• Challenge

• Easier to find experts – for users

• Easier to manage experts – for expert providers

• Easier to grow the service – for PR Newswire• Solution

• Replace manual process with Organik

• Possibly implement a per-question charge

KM World Track D27

Ericsson• Challenge

• Spread best knowledge/practices across enterprise

• Speed assimilation of recent acquisitions• Solution

• First attempted a document/publishing-based solution

• Deploying Organik, beginning with Montreal

KM World Track D28

Organik Summary• Orbital’s Organik Q&A infrastructure

• Example of technology that helps build communities

• See full demo at booth# 224

KM World Track D29

About Orbital Software Inc.

• Leading provider of person to person Q&A infrastructure

• Founded in 1995• $20M in VC funding - 3i / NatWest / Novell • US headquarters Framingham, MA• Industry-leading profiling technology

• Dynamically updated

• Patent-pending

• www.orbitalsw.com

Scalable Q&A InfrastructureFor Knowledge Communities