Plenary talk on “Knowledge Based Web Sites: A Preliminary Investigation” given by Bill Nisen at the IWMW 2002 event. See http://www.ukoln.ac.uk/web-focus/events/workshops/webmaster-2002/sessions.html#talk-nisen

1. Knowledge and …
Preparing the Web for Human Use
WG Nisen, E-Institute
19 June 2002

2. The Challenges
 Sensory
 Intellectual
 Knowledge
 Imagination

3. The Sensory Challenge
 How would you use the Web without…
 Eyes
 Hands

4. The Intellectual Challenge
 Input
 Efficiency (retrieve, repurpose, re-use)
 Intelligence (XML and variations on the theme)
 Information absorption and analysis
 Design, Design, Design
 Context
 Empathy
 Display
 Clarity
 Aesthetics/Emotion

5. Knowledge
 What is knowledge?
 More than information
 Explicit and tacit
 Is it strictly human?
 Is this not what we want from our Web
experience?

6. Challenging the Imagination
It is harder than it looks…
 Huge age range
 Pretty even gender split
 Cultural issues
 Human and agents
 Changing international legal climate
 No tethers
 New technology

7. Incorporating Knowledge
 Hot Spots
 Audience
 Target or die (control for cultural, age and gender)
 More to do in less time
 Aesthetics are more important than ever
 Empathy
 What about non-humans?

8. Incorporating Knowledge (cont.)
 Hot Spots (cont.)
 Available information
 Information and knowledge are inseparable
 The right information will substantially contribute to a
knowledge-based web experience
 One person’s information is another person’s data
 Information and timeliness have been inversely
correlated
 Strive for the right information in the right format at the
right time

9. Incorporating Knowledge
 Hot Spots (cont.)
 Available technology
 Hardware will continue to get better/faster
 Communications will get better faster
 Keep your eye on 4G
 Pervasiveness will become the reality
 Software is the battle ground
 Google and others have set the bar

10. Current State of Play
In 2002, customerinteraction management strategies
will require e-channel integration with CRMservice
applications and customerinteraction centerworkflow
infrastructure. Through 2003, customerself-service
knowledge bases will challenge organizations with new
maintenance processes and integration with agent-
facing applications. By 2004, companies seeking
customerservice superiority will add cross-channel
knowledge bases and escalation capabilities.
The Meta Group 30 May 2002

11. New Future
 Watch and listen
 Blogs
 Speech synthesis
 GRIDs
 Agents
 Intellectual capital developments