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Answer Garden: a tool for growing organizational memory

Authors:

M. S. Ackerman,

T. W. MaloneAuthors Info & Claims

COCS '90: Proceedings of the ACM SIGOIS and IEEE CS TC-OA conference on Office information systems

Pages 31 - 39

https://doi.org/10.1145/91474.91485

Published: 01 March 1990 Publication History

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Abstract

Answer Garden allows organizations to develop databases of commonly asked questions that grow “organically” as new questions arise and are answered. It is designed to help in situations (such as field service organizations and customer “hot lines”) where there is a continuing stream of questions, many of which occur over and over, but some of which the organization has never seen before. The system includes a branching network of diagnostic questions that helps users find the answers they want. If the answer is not present, the system automatically sends the question to the appropriate expert, and the answer is returned to the user as well as inserted into the branching network. Experts can also modify this network in response to users' problems.

Our initial Answer Garden database contains questions and answers about how to use the X Window System.

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Index Terms

Answer Garden: a tool for growing organizational memory
1. Applied computing
  1. Operations research
    1. Decision analysis
2. Information systems
  1. Information storage systems
    1. Storage architectures
      1. Storage network architectures
  2. Information systems applications
    1. Decision support systems

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Answer Garden: a tool for growing organizational memory

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Information

Published In

COCS '90: Proceedings of the ACM SIGOIS and IEEE CS TC-OA conference on Office information systems

March 1990

291 pages

ISBN:0897913582

DOI:10.1145/91474

Editors:
Frederick H. Lochovsky
Univ. of Toronto, Toronto, Canada
,
Robert B. Allen

ACM SIGOIS Bulletin Volume 11, Issue 2-3
Apr. 1990
288 pages
ISSN:0894-0819
DOI:10.1145/91478
Editors:
Frederick H. Lochovsky
Univ. of Toronto, Toronto, Canada
,
Robert B. Allen
Issue’s Table of Contents

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 01 March 1990

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COIS90

Sponsor:

IEEE-CS\TCDA
SIGGROUP

COIS90: Conference on Office Infor. Systems

April 25 - 27, 1990

Massachusetts, Cambridge, USA

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https://dl.acm.org/doi/10.1145/3589957
Lindley SWilkins D(2023)Building Knowledge through Action: Considerations for Machine Learning in the WorkplaceACM Transactions on Computer-Human Interaction10.1145/358494730:5(1-51)Online publication date: 23-Sep-2023
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Answer Garden: a tool for growing organizational memory

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