TY - GEN
T1 - Facilitating experience reuse: towards a task-based approach
AU - Du, Ying
AU - Chen, Liming
AU - Hu, Bo
AU - Patterson, David
AU - Wang, Hui
N1 - The 4th International Conference on Knowledge Science, Engineering & Management (KSEM 2010) ; Conference date: 01-09-2010
PY - 2010/9/1
Y1 - 2010/9/1
N2 - This paper proposes a task-based approach to facilitate experience reuse in knowledge-intensive work environments, such as the domain of Technical Support. We first present a real-world motivating scenario, product technical support in a global IT enterprise, by studying of which key characteristics of the application domain and user requirements are drawn and analysed. We then develop the associated architecture for enabling the work experience reuse process to address the issues identified from the motivating scenario. Central to the approach is the task ontology that seamlessly integrates different components of the architecture. Work experience reuse amounts to the discovery and retrieval of task instances. In order to compare task instances, we introduce the dynamic weighted task similarity measure that is able to tuning similarity value against the dynamically changing task contextual information. A case study has been carried out to evaluate the proposed approach.
AB - This paper proposes a task-based approach to facilitate experience reuse in knowledge-intensive work environments, such as the domain of Technical Support. We first present a real-world motivating scenario, product technical support in a global IT enterprise, by studying of which key characteristics of the application domain and user requirements are drawn and analysed. We then develop the associated architecture for enabling the work experience reuse process to address the issues identified from the motivating scenario. Central to the approach is the task ontology that seamlessly integrates different components of the architecture. Work experience reuse amounts to the discovery and retrieval of task instances. In order to compare task instances, we introduce the dynamic weighted task similarity measure that is able to tuning similarity value against the dynamically changing task contextual information. A case study has been carried out to evaluate the proposed approach.
U2 - 10.1007/978-3-642-15280-1_45
DO - 10.1007/978-3-642-15280-1_45
M3 - Conference contribution
VL - 6291
SP - 494
EP - 505
BT - Unknown Host Publication
PB - Springer
CY - Switzerland
ER -