Facilitating experience reuse: towards a task-based approach

Ying Du, Liming Chen, Bo Hu, David Patterson, Hui Wang

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

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.
LanguageEnglish
Title of host publicationUnknown Host Publication
Pages494-505
Number of pages11
Volume6291
DOIs
Publication statusPublished - Sep 2010
EventThe 4th International Conference on Knowledge Science, Engineering & Management (KSEM 2010) - Belfast, Northern Ireland
Duration: 1 Sep 2010 → …

Conference

ConferenceThe 4th International Conference on Knowledge Science, Engineering & Management (KSEM 2010)
Period1/09/10 → …

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Cite this

Du, Y., Chen, L., Hu, B., Patterson, D., & Wang, H. (2010). Facilitating experience reuse: towards a task-based approach. In Unknown Host Publication (Vol. 6291, pp. 494-505) https://doi.org/10.1007/978-3-642-15280-1_45
Du, Ying ; Chen, Liming ; Hu, Bo ; Patterson, David ; Wang, Hui. / Facilitating experience reuse: towards a task-based approach. Unknown Host Publication. Vol. 6291 2010. pp. 494-505
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Du, Y, Chen, L, Hu, B, Patterson, D & Wang, H 2010, Facilitating experience reuse: towards a task-based approach. in Unknown Host Publication. vol. 6291, pp. 494-505, The 4th International Conference on Knowledge Science, Engineering & Management (KSEM 2010), 1/09/10. https://doi.org/10.1007/978-3-642-15280-1_45

Facilitating experience reuse: towards a task-based approach. / Du, Ying; Chen, Liming; Hu, Bo; Patterson, David; Wang, Hui.

Unknown Host Publication. Vol. 6291 2010. p. 494-505.

Research output: Chapter in Book/Report/Conference proceedingConference contribution

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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.

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Du Y, Chen L, Hu B, Patterson D, Wang H. Facilitating experience reuse: towards a task-based approach. In Unknown Host Publication. Vol. 6291. 2010. p. 494-505 https://doi.org/10.1007/978-3-642-15280-1_45