Answer Garden: A Tool for Growing Organizational Memory
Name
MIT_CISR_WP_212_Answer_Garden_A_Tool_for_Growing_Organizational_Memory_Ackerman_Malone.pdf
Size
484.84 KB
Format
Adobe PDF
Checksum (MD5)
dff5a598279c49bcad8ca6275987a2e5
Author(s)
Ackerman, Mark
Malone, Thomas
Date Issued
April 1, 1990
Publisher
Cambridge, Mass.: Center for Information Systems Research, Sloan School of Management, Massachusetts Institute of Technology
Citation
Ackerman, Mark and Thomas Malone. “Answer Garden: A Tool for Growing Organizational Memory.” Working paper 212, Center for Information Systems Research, Sloan School of Management, Massachusetts Institute of Technology, 1990. https://dspace.mit.edu/handle/1721.1/175262.
Series/Report no.
MIT Sloan School of Management Working Paper 3144-90
CISR Working Paper 212
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 the 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 the users' problems. Our initial Answer Garden database contains questions and answers about how to use the X Window System.
Terms of Use
© Authors. All Rights Reserved. No additional permission needed for educational uses.
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