KM World Track D 1 Scalable Q&A Infrastructure For Knowledge Communities

KM World Track D 2 Agenda Technology requirements for knowledge sharing Example technology solution: Organik V3 Product tour Example sites About Orbital Software

KM World Track D 3 Q&A Is The Natural Interface Has anyone performed stratigraphic analysis of similar seismic substrate data? Who else has experience running Oracle on Linux? B2B Has anyone else solved this client challenge before? Can I make a withdrawal from the company’s 401K plan? E2E Where can I find a baseball card of Jim Wamsgans? Where is the nearest car dealer that has inventory? B2C

KM World Track D 4 “I Have a Question” 1.Who might know the answer? 2. Try Anna 3. Not me 4. Try Fred 5. No answer 6. How about Sue?

KM World Track D 5 “ Blitz” … “

KM World Track D 6 Knowledge Sharing Issues The knowledge-based enterprise Geographically dispersed teams Disparate archives of information Inadequacy of search engines blitzes “Re-inventing the wheel”

KM World Track D 7 Q&A Infrastructure Goals Users Quality answers in minimum time No more drowning in search results Need to be drawn to the solution Experts Minimal interruptions Community-oriented discussions Need to be drawn to the solution Administrator/manager Easy to implement Minimal time and cost to manage All Dynamic updating of answers and profiles Scalable to millions of questions Foster a better work environment; better web site Q&A software Users Experts Administration

KM World Track D 8 Technology Solution Organik Person to Person Q&A Infrastructure Highly topical answers to questions Optimal access to experts Seamless experience for users Robust infrastructure to build knowledge base and reuse answers Builds community

KM World Track D 9 Dynamically Updated Personas Knowledge map updated based on questions asked and answered

KM World Track D 10 Inside Organik V3 HTTP/ Answer browsing Expert browsing Question asking Tracking Answer forwarding Expert rating UsersExperts Answer browsing Question answering Discussion tracking Escalation Answer forwarding Administrators Discussion tracking Community structuring Administering Linux, Windows NT/2000, Solaris Searchable Corporate Information Stores Documents Peoplesoft SAP Newsgroups Directories LDAP NDS Searchable Corporate Information Stores Documents Peoplesoft SAP Newsgroups Directories LDAP NDS Organik 3 Searchable knowledge base Oracle and SQL Server Organik Persona Server Expert and user profiles

KM World Track D 11 Scalable Technical scalability Brokered architecture Page generation Profiling Searching Community scalability Expert sign-up Expert breadth Question routing Flexibility Tested with millions of users

KM World Track D 12 Highly Configurable Business model Feature set Interface Integration points Flexible hierarchical community structure Rules Expert sign-up, payment/non-payment, sharing content Roles Guests, members, moderators

KM World Track D 13 Target Users Internet portals (B2B, B2C) Community of buyers Internet portals (B2B, B2C) Community of buyers E2E Portals Community of employees E2E Portals Community of employees Corporate web site enhancement Community of prospects Corporate web site enhancement Community of prospects Web-based customer care Community of users Web-based customer care Community of users

Browsing

KM World Track D 24 Case Studies PR Newswire ProfNet Ericsson

KM World Track D 25 PR Newswire Profnet 11,000 information points Organizations - universities, government agencies & corporations Approved experts/information sources Subscriber based Official information sources Global expert base US / Europe / South America

KM World Track D 26 ProfNet Challenge Easier to find experts – for users Easier to manage experts – for expert providers Easier to grow the service – for PR Newswire Solution Replace manual process with Organik Possibly implement a per-question charge

KM World Track D 27 Ericsson Challenge Spread best knowledge/practices across enterprise Speed assimilation of recent acquisitions Solution First attempted a document/publishing-based solution Deploying Organik, beginning with Montreal

KM World Track D 28 Organik Summary Orbital’s Organik Q&A infrastructure Example of technology that helps build communities See full demo at booth# 224

KM World Track D 29 About Orbital Software Inc. Leading provider of person to person Q&A infrastructure Founded in 1995 $20M in VC funding - 3i / NatWest / Novell US headquarters Framingham, MA Industry-leading profiling technology Dynamically updated Patent-pending

Scalable Q&A Infrastructure For Knowledge Communities