BT Case Study

1
BT Case Study

• Task 7.2
• Deliverable 25
• Alistair Duke

2
Call Centre Case Study

• Global Front Office - change of management
  (twice)
• Unable to gain commitment from new management to
  carry out case study

3
New Case Study

• Carry out case study using BTexact people as
  subjects
• A community of practice to share technical and
  research knowledge
• Conferencing, Knowledge Management,
  Personalisation
• Overlap
• target of 40 users
• Integrate On-To-Knowledge Tools
• use OntoShare

4
Agreed Deliverable Changes

• D25 - Knowledge Sharing Prototype. Due month 24
• New due date - month 27
• Delivered
• D26 - Evaluation Document. Due month 30
• New due date - month 33

5
Case Study Community
Integrated Data Delivery
Web Services
Personalisation
Business Intelligence
Knowledge Flow
6
Tool Integration
OntoShare
Ontology
User
RQL
QuizRDF
Spectacle
Ontology
OntoEdit
Ontology
Ontology Data
OIL-Core
Usage Statistics
OMM
Bor
OntoEdit
OntoShare
Sesame
OIL-Core ontology repository
Ontology
Annotated Data Repository
RDF
RDF
Ontology Data
Ontology
pers05
731
par05
car
tel
about
Sesame
OntoExtract
OntoWrapper
Ontology Data
Data Repository (external)
Other Applications
7
Pre-trial Workshop - 15/3/02

• Aim - To develop case study ontology
• Involving 6 case study participants
• York Sure of AIFB
• What is an Ontology?
• Demonstration of OntoShare
• Develop Ontology using MindManager

8
Case Study Ontology
9
Evaluation

• Pre Post Trial Questionnaire
• User Logs Analysis Package
• Focus Groups and Interviews

10
Pre-trial Questionnaire
11
Post-trial Questionnaire
12
Ontology Evaluation

• Did users find it useful for adding knowledge or
  browsing?
• Did they add or remove keywords?
• Did they add or remove concepts?
• How did the ontology change throughout the case
  study period?

13
(No Transcript)
14
Numbers (end of May)

• Trial started 23rd April
• Duration - 3 months
• 36 registered users
• 26 active users
• 14 users have shared documents
• 100 documents shared