Knowledge Science, Engineering and Management

Volume 6291 of the series Lecture Notes in Computer Science pp 494-505

Facilitating Experience Reuse: Towards a Task-Based Approach

  • Ying DuAffiliated withSAP Research CEC Belfast
  • , Liming ChenAffiliated withUniversity of Ulster
  • , Bo HuAffiliated withSAP Research CEC Belfast
  • , David PattersonAffiliated withUniversity of Ulster
  • , Hui WangAffiliated withUniversity of Ulster

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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.


Task Management Knowledge Management Semantic Similarity Measure