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 contributionpeer-review


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.
Original languageEnglish
Title of host publicationUnknown Host Publication
Number of pages11
Publication statusPublished (in print/issue) - Sept 2010
EventThe 4th International Conference on Knowledge Science, Engineering & Management (KSEM 2010) - Belfast, Northern Ireland
Duration: 1 Sept 2010 → …


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


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