Community Research and Development Information Service - CORDIS

On-towards mapping better knowledge management

In a world where knowledge is power and wealth, its effective utilisation is more than a requirement, its essential. With the sheer volume of knowledge people are required to sift through, Knowledge Management tools need to deliver the required knowledge as and when it's needed, in customisable, effective and easy to use formats.
On-towards mapping better knowledge management
The development of Knowledge Management (KM) and the various tools required for it, represent the growing socio-economic and technological transformation impacting the world of business. In order to remain competitive, locally and globally, companies are required to have effective means by which to increase their know-how, as well as to keep it current.

To this effect KM is an infrastructure that requires thorough means to engineer the data. Since most of the information required is in text format, KM tools need to have powerful facilities to search, retrieve, analyse, author and send textual information. Moreover, KM tools need to be flexible in that they complement strategies based on knowledge life-cycle paradigms.

ontOmap, developed in Italy by EXEURA, is a solution that provides a multitude of utilities, designed to facilitate data mining and acquisition and the formulation of strategies based on the results. ontOmap provides retrieval of information based upon structured vocabulary built using text processing methods, a means to represent that knowledge, mapped according to ontologies and a distribution method based on web functionalities and full-text queries.

The authoring features are client/server based using verbal inquiries into the database that are then converted into textual replies. This is especially useful for call centres where quality information both internally and externally distributed may mean the difference between success and failure. Some of the features that this technology assists in covering for call centres are: quality and precision of relative answers, certification of answers, rapid response times, uniformity of answers given and relevancy.

Greater functionality is attained with ontOmap by allowing end users to access its web-based query functionalities, thereby allowing users to chose the modality through which they wish to attain the information they're after - all without the need of operators. While the version of authoring instruments is complete, the final querying instrument is still under development and will be available in the next few months.

Related information

Record Number: 81211 / Last updated on: 2005-09-18
Domain: IT, Telecommunications