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Knowledge and …

Knowledge and …. Preparing the Web for Human Use WG Nisen, E-Institute 19 June 2002. The Challenges. Sensory Intellectual Knowledge Imagination. The Sensory Challenge. How would you use the Web without… Eyes Hands. The Intellectual Challenge. Input

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Knowledge and …

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  1. Knowledge and … Preparing the Web for Human Use WG Nisen, E-Institute 19 June 2002

  2. The Challenges • Sensory • Intellectual • Knowledge • Imagination

  3. The Sensory Challenge • How would you use the Web without… • Eyes • Hands

  4. The Intellectual Challenge • Input • Efficiency (retrieve, repurpose, re-use) • Intelligence (XML and variations on the theme) • Information absorption and analysis • Design, Design, Design • Context • Empathy • Display • Clarity • Aesthetics/Emotion

  5. Knowledge • What is knowledge? • More than information • Explicit and tacit • Is it strictly human? • Is this not what we want from our Web experience?

  6. Challenging the Imagination It is harder than it looks… • Huge age range • Pretty even gender split • Cultural issues • Human and agents • Changing international legal climate • No tethers • New technology

  7. Incorporating Knowledge • Hot Spots • Audience • Target or die (control for cultural, age and gender) • More to do in less time • Aesthetics are more important than ever • Empathy • What about non-humans?

  8. Incorporating Knowledge (cont.) • Hot Spots (cont.) • Available information • Information and knowledge are inseparable • The right information will substantially contribute to a knowledge-based web experience • One person’s information is another person’s data • Information and timeliness have been inversely correlated • Strive for the right information in the right format at the right time

  9. Incorporating Knowledge • Hot Spots (cont.) • Available technology • Hardware will continue to get better/faster • Communications will get better faster • Keep your eye on 4G • Pervasiveness will become the reality • Software is the battle ground • Google and others have set the bar

  10. Current State of Play In 2002, customer interaction management strategies will require e-channel integration with CRM service applications and customer interaction center workflow infrastructure. Through 2003, customer self-service knowledge bases will challenge organizations with new maintenance processes and integration with agent-facing applications. By 2004, companies seeking customer service superiority will add cross-channel knowledge bases and escalation capabilities. The Meta Group 30 May 2002

  11. New Future • Watch and listen • Blogs • Speech synthesis • GRIDs • Agents • Intellectual capital developments

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