1. Knowledge Management and Specialized Information Systems
Chapter 7
Knowledge Management and Specialized Information Systems

2. Principles and Learning Objectives: Sharing Knowledge and Experience
Knowledge management allows organizations to share knowledge and experience among managers and employees
Discuss the differences among data, information, and knowledge
Describe the role of the chief knowledge officer (CKO)

3. Principles and Learning Objectives: Tools and Techniques
Knowledge management allows organizations to share knowledge and experience among managers and employees
List some of the tools and techniques used in knowledge management

4. Principles and Learning Objectives: Artificial Intelligence
Artificial intelligence (AI) systems form a broad and diverse set of systems that can replicate human decision making for certain types of well-defined problems
Define the term artificial intelligence and state the objective of developing artificial intelligence systems

5. Principles and Learning Objectives: Natural and Artificial Intelligence Systems
Artificial intelligence systems form a broad and diverse set of systems that can replicate human decision making for certain types of well-defined problems
List the characteristics of intelligent behavior and compare the performance of natural and artificial intelligence systems for each of these characteristics

6. Principles and Learning Objectives: The Artificial Intelligence Field
Artificial intelligence systems form a broad and diverse set of systems that can replicate human decision making for certain types of well-defined problems
Identify the major components of the artificial intelligence field and provide one example of each type of system

7. Principles and Learning Objectives: Expert Systems
Expert systems can enable a novice to perform at the level of an expert but must be developed and maintained very carefully
List the characteristics and basic components of expert systems
Outline and briefly explain the steps for developing an expert system

8. Principles and Learning Objectives: Benefits of Expert Systems
Expert systems can enable a novice to perform at the level of an expert but must be developed and maintained very carefully
Identify the benefits associated with the use of expert systems

9. Principles and Learning Objectives: Multimedia in Business
Multimedia and virtual reality systems can reshape the interface between people and information technology by offering new ways to communicate information, visualize processes, and express ideas creatively
Discuss the use of multimedia in a business setting

10. Principles and Learning Objectives: Virtual Reality
Multimedia and virtual reality systems can reshape the interface between people and information technology by offering new ways to communicate information, visualize processes, and express ideas creatively
Define the term virtual reality and augmented reality and provide three examples of these applications

11. Principles and Learning Objectives: Specialized Systems
Specialized systems can help organizations and individuals achieve their goals
Discuss examples of specialized systems for organizational and individual use

12. Why Learn About Knowledge Management and Specialized Information Systems?
Knowledge management and specialized information systems are used in almost every industry
Learning about these systems will help you discover new ways to use information systems in your day-to-day work

13. Knowledge Management Systems
Data consists of raw facts
Information is a collection of facts
The organized facts have additional value beyond the value of the facts themselves
Knowledge is the awareness and understanding of:
A set of information
Ways that information can be made useful to support a specific task or reach a decision

14. Differences Between Data, Information, and Knowledge
FIGURE 7.1 Differences between data, information, and knowledge
Data consists of raw facts, information explains the current situation, and knowledge identifies the action needed to address the situation.

15. Knowledge Management Systems (cont’d.)
Knowledge management system (KMS)
An organized collection of people, procedures, software, databases, and devices
Used to create, store, share, and use the organization’s knowledge and experience

16. Overview of Knowledge Management Systems
Explicit knowledge
Objective
Can be measured and documented in reports, papers, and rules
Tacit knowledge
Hard to measure and document
Typically not objective or formalized
Many organizations attempt to convert tacit knowledge to explicit knowledge

17. Data and Knowledge Management Workers
Knowledge workers
People who create, use, and disseminate knowledge
Professionals in science, engineering, business, and other areas
Chief knowledge officer (CKO)
Top-level executive who helps the organization use a KMS to achieve organizational goals

18. Data and Knowledge Management Communities of Practice
Communities of practice (COP) are groups of people with common interests
Members come together to create, store, and share knowledge on a specific topic
Companies in the oil and gas industry have been among the leaders in establishing COPs

19. Obtaining, Storing, Sharing, and Using Knowledge
A knowledge repository includes documents, reports, files, and databases
Knowledge workers:
Often work in teams
Can use collaborative work software and group support systems to share knowledge
A knowledge map points the knowledge worker to the needed knowledge

20. Knowledge Management System
FIGURE 7.4 Knowledge management system
Obtaining, storing, sharing, and using knowledge is the key to any KMS.

21. Technology to Support Knowledge Management
An effective KMS is based on learning new knowledge and changing procedures and approaches as a result
Data mining and business intelligence can help capture and use knowledge
Knowledge management tools
IBM Connections Mail, Microsoft Digital Dashboard, Web Store Technology, Access Workflow Designer, etc.

22. Table 7.1 Knowledge Management Software
Vendor
Select Customers
Bloomfire
Toyota Dannon
Communifire
Axero Solutions
Electronic Music Alliance Together.in
Intelligence Bank
Deloitte SunCorp Bank
Moxie Knowledgebase
Moxie Software
Student Loans Company Infusionsoft
Oxcyon
Oxcyon CentralPoint CMS
Tanner Health VCA Antech
Smart Support
Safe Harbor Knowledge Solutions
SunTrust Bank Audi AG
TABLE 7.1 Knowledge management software

23. Overview of Artificial Intelligence
Artificial intelligence (AI)
Computers with the ability to mimic or duplicate the functions of the human brain
Watson is a supercomputer developed by IBM with AI capabilities
Applications of AI
Playing Jeopardy!
Developing highly personalized cancer treatment regimens

24. Artificial Intelligence in Perspective
Artificial intelligence systems include:
The people, procedures, hardware, software, data, and knowledge needed to develop computer systems and machines that demonstrate characteristics of intelligence
AI is a complex interdisciplinary field
Involves biology, computer science, linguistics, mathematics, neuroscience, philosophy, and psychology

25. The Nature of Intelligence
The Turing Test attempts to determine whether a computer can successfully impersonate a human
Intelligent behavior includes the ability to:
Learn from experiences and apply knowledge acquired from experience
Handle complex situations
Solve problems when important information is missing

26. The Nature of Intelligence (cont’d.)
Intelligent behavior includes the ability to:
Determine what is important
React quickly and correctly to a new situation
Understand visual images
Process and manipulate symbols
Be creative and imaginative
Use heuristics

27. The Brain Computer Interface
Brain Computer Interface (BCI)
The idea is to directly connect the human brain to a computer and have human thought control computer activities
Realization of the BCI experiment will allow people to control computers and artificial arms and legs through thought alone

28. The Major Branches of Artificial Intelligence
AI is a broad field that encompasses:
Expert systems
Robotics
Vision systems
Natural language processing
Learning systems
Neural networks

29. Conceptual Model of Artificial Intelligence
FIGURE 7.9 Conceptual model of artificial intelligence
AI is a broad field that includes several specialty areas.

30. Expert Systems
Hardware and software that stores knowledge and makes inferences, similar to a human expert
Used in many business applications

31. Robotics Developing mechanical devices that can:
Paint cars, make precision welds, and perform other tasks that require a high degree of precision
Organizations use robots to perform dull, dirty, and/or dangerous jobs
Future implementation of autonomous vehicles will displace truck drivers, chauffeurs, and cab drivers

32. Vision Systems
Hardware and software that permit computers to capture, store, and manipulate visual images and pictures
Applications
Increased accuracy and speed in industrial inspections of parts
Identifying people based on facial features

33. Natural Language Processing and Voice Recognition
Involves the computer understanding, analyzing, manipulating, and/or generating “natural” languages such as English
Voice recognition
Converting sound waves into words
After the conversion, natural language-processing systems react to words by performing a variety of tasks

34. Learning Systems A combination of software and hardware
Allows the computer to change how it functions or reacts to situations based on feedback it receives
Learning systems software
Feedback on results of actions or decisions is required
Feedback must indicate whether results are desirable or undesirable

35. Neural Networks
Computer systems that can recognize and act on patterns or trends that it detects in large sets of data
Employs massively parallel processors in a meshlike architectural structure
AI Trilogy is a neural network software program that can run on a standard PC

36. Other Artificial Intelligence Applications
Genetic algorithm
An approach to solving complex problems in which a number of related operations or models change and evolve until the best one emerges
Intelligent agent
Programs and a knowledge base used to perform a specific task for a person, a process, or another program

37. An Overview of Expert Systems
Computerized expert systems use heuristics, or rules of thumb, to arrive at conclusions or make suggestions
Colossus expert system
Used by insurers to assist claims handlers in accurate and consistent handling of personal injury claims

38. Components of Expert Systems
An expert system consists of a collection of integrated and related components
Components
Knowledge base
Inference engine
Explanation facility
Knowledge base acquisition facility
User interface

39. Components of Expert Systems (cont’d.)
FIGURE 7.14 Components of an expert system
An expert system includes a knowledge base, an inference engine, an explanation facility, a knowledge base acquisition facility, and a user interface.

40. Knowledge Base
The knowledge base stores all relevant information, data, rules, cases, and relationships that the expert system uses
Rule: a conditional statement that links
conditions to actions or outcomes
Rules may be stored as IF-THEN statements

41. Relationships Between Data, Information, and Knowledge
FIGURE 7.15 Relationships between data, information, and knowledge
A knowledge base stores all relevant information, data, rules, cases, and relationships that an expert system uses.

42. Rules for a Credit Application
FIGURE 7.16 Rules for a credit application
Expert system rules can determine whether a person should receive a mortgage loan from a bank.

43. Inference Engine Overall purpose
To seek information and relationships from the knowledge base
To provide answers, predictions, and suggestions like a human expert

44. Explanation Facility
Allows a user or decision maker to understand how the expert system arrived at certain conclusions or results
Indicates all the facts and rules that were used in reaching the conclusion
Example
A doctor can find out the logic or rationale of a diagnosis made by a medical expert system

45. Knowledge Acquisition Facility
Provides convenient and efficient means of capturing and storing all components of the knowledge base
Knowledge acquisition software:
Presents users and decision makers with easy-to-use menus
Stores information and relationships in the knowledge base

46. Knowledge Acquisition Facility (cont’d.)
FIGURE 7.17 Knowledge acquisition facility
The knowledge acquisition facility acts as an interface between experts and the knowledge base.

47. User Interface
Makes an expert system easier for users and decision makers to develop and use
Example (refer to Figure 7.16)
EXPERT SYSTEM: Are there previous credit problems?
USER: No
EXPERT SYSTEM: Is the applicant’s net income greater than four times the monthly loan payment?
USER: Yes …
EXPERT SYSTEM: Accept the loan application

48. Participants in Developing and Using Expert Systems
Domain expert: the person or group with the expertise or knowledge the expert system is trying to capture
Knowledge engineer: a person who has training or experience in the design, development, implementation, and maintenance of an expert system

49. Participants in Developing and Using Expert Systems (cont’d.)
Knowledge user
Person or group who uses and benefits from the expert system
Needs no previous training or experience

50. Participants in Expert Systems Development and Use
FIGURE 7.18 Participants in expert systems development and use
A domain expert, knowledge engineer, and knowledge user work with an expert system.

51. Expert Systems Development Tools and Techniques
LISP and PROLOG: programming languages developed for AI applications in the early days of expert systems
Expert system shell
A suite of software that allows construction of a knowledge base and interaction with this knowledge base through use of an inference engine

52. Table 7.2 Popular Expert System Products
Name of Product
Application and Capabilities
Clips
A tool for building expert systems on PCs.
Cogito
Software by Expert System Semantic Intelligence helps an organization extract knowledge from text in messages, articles, Web sites, documents, and other unstructured information.
Exsys Corvid
An expert system tool that simulates a conversation with a human expert from Exsys (
ESTA (Expert System Shell for Text Animation)
An expert system shell that provides all necessary components except the knowledge base.
Imprint Business Systems
An expert system that helps printing and packaging companies manage their businesses.
Lantek Expert System
Software that helps metal fabricators reduce waste and increase profits.
OpenExpert
An expert system tool mainly for developing legal expert systems.
Prolog Expert System
Free software for building an expert system knowledge base.
TABLE 7.2 Popular expert system pro

53. Multimedia and Virtual Reality
Use of multimedia and virtual reality has helped many companies achieve a competitive advantage and increase profits
The approach and technology used in multimedia is often the foundation of virtual reality systems

54. Overview of Multimedia
Multimedia is:
Text and graphics
Audio
Video and animation
File conversion and compression
Designing a multimedia application requires careful thought and a systematic approach with the end use of the document considered

55. Overview of Virtual Reality
A virtual reality system enables one or more users to move and react in a computer-simulated environment
Immersive virtual reality
The user becomes fully immersed in an artificial, 3D world that is completely generated by a computer

56. Interface Devices Head-mounted display (HMD)
To see in a virtual world, a user wears a HMD with screens directed at each eye and a position tracker
The CAVE2 at the University of Illinois, Chicago, is a large-scale virtual reality environment
A haptic interface relays sense of touch and other sensations in a virtual world

57. Forms of Virtual Reality
Immersive virtual reality
Applications that are not fully immersive:
Mouse-controlled navigation through a 3D environment on a graphics monitor
Stereo projection systems
Stereo viewing from the monitor via stereo glasses
Augmented reality superimposes digital data over real photos or images

58. Virtual Reality Applications
Medicine
Training children with autism
Training medical students with simulated surgery
Education and training
Virtual reality and game-based learning and training systems

59. Virtual Reality Applications (cont’d.)
Business and commerce
Virtual building tours
Training employees
Entertainment

60. Other Specialized Systems
Assistive technology systems
Wide range of assistive, adaptive, and rehabilitative devices to help people with disabilities perform tasks
Game theory
A mathematical theory for developing strategies that maximize gains and minimize losses while adhering to a given set of rules and constraints

61. Other Specialized Systems (cont’d.)
Informatics
The combination of information technology with traditional disciplines, e.g., medicine or science, while considering the impact on individuals, organizations, and society

62. Informatics FIGURE 7.27 Informatics
Informatics represents the intersection of people, information, and technology.

63. Informatics (cont’d.) Biomedical informatics (or bioinformatics)
Develops, studies, and applies theories, methods, and processes for the generation, storage, retrieval, use, and sharing of biomedical data, information, and knowledge
Health informatics
The science of how to use data, information, and technology to improve human health and the delivery of healthcare services

64. Summary – Principle 1
Knowledge is an awareness and understanding of a set of information
Knowledge workers are people who create, use, and disseminate knowledge
Obtaining, storing, sharing, and using knowledge is the key to any KMS

65. Summary – Principle 2
Artificial intelligence is a broad field that includes several key components, e.g., expert systems, robotics, vision systems, natural language processing, learning systems, and neural networks

66. Summary – Principle 3
An expert system consists of a collection of integrated and related components
The inference engine processes the rules, data, and relationships stored in the knowledge base
An expert system shell or existing package is a quick way to acquire an expert system

67. Summary – Principle 4
Multimedia can be used to help an organization efficiently and effectively achieve its goals
A virtual reality system enables one or more users to move and react in a computer-simulated environment
Virtual reality can also refer to applications that are not fully immersive

68. Summary – Principle 5 Specialized systems include:
Assistive technology systems
Game theory
Informatics