at the intersection of business and it 1 strategic business advisors and technology market makers...

At the Intersection of Business and IT

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Strategic Business Advisors and Technology Market Makers

Reputation

• 15 Year Track Record

• Outstanding Thought Leadership Track Record

• Objective Consulting, Education, Research

• Genesis and Core Competency in Search and Retrieval


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The Services Blue Chip Customer Base

ResearchBuild Brand Awareness

Vendor ConsultingBuild Market

EventsBuild Community

End-User Consulting

Develop Long-Term Relationships

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2Bridge Software 2Order 3KWorld.com 80-20 Software @TheMoment Aatlas Commerce Abuzz Accrue ActBig.com Action Technologies Advantagekbs Aeneid Corporation Agile Software Allaire Corporation AllBusiness.com Altra Energy Altris Software Andromedia Annuncio Software Applicast Appsolut Software Gmbh ArcadiaOne Ariba Art Technology Group (ATG) Arthur Andersen Asera Assetrade.com ATKearney Aurigin Autonomy Axonet b2bstores.com B2BXchange BackWeb Banta Integrated Media BeyondSolutions Bidcom.com Bidder's Edge Bidland BizSurplus.com Blue Angel Technologies Blue Martini Software BLUESKY SOFTWARE Bluestone Bonsai Software BowStreet Bridges for Islands Brio Technology BroadVision BusinessBots.com Buyused.com BuzzCompany Bytequest Technologies CacheFlow CardoNet Cartia Casbah Celcorp ChanneLinx Chrystal Software Citrix Systems Clarus Click2learn Cogito Cohera Commerce One CommerceQuest CompassWare Development Concentus Technology Concur Consolidated Commerce Content Management Solutions Corechange CoreCommerce Correlate Technologies CoVia CSE Systems Cybercash Cyclone DataChannel Datamax Technologies Datastream Systems Dataware Technologies Delano Tech. Corp. Deliver Next Day Demandline.com Digital Knowledge Assets Docent DocuCorp International Documentum DoveBid DST Systems e-Benefits e-Business Technologies e-Markets.com e-STEEL E.piphany Eastman Software EasyAsk ecContent eComXML Edify Corporation eGain Communications Corp. Elcom International Eliance Corporation Eloquent Emaze Emptoris.com enCommerce Engenia Software Enigma Entrade Epicentric ePIT Eprise EqualFooting.com Equipp.com EquipTrader.com eSASA eShare Excalibur Technologies Exist Extensity Exterprise Extricity Fairmarket Feith Systems & Software FileNET FloorSpace.com Forte Software Foveon Corporation Freemarkets Fujitsu Geobot Global Recall Gradient Technologies grapeVINE Technologies Haht Software Harbinger Hewlett-Packard HNC Software (Aptex) Hologix Attricom Hummingbird Hyland Software Hyperknowledge Corporation Hyperwave Information Management i2 Technologies IBM/Lotus Identitech iLUX iManage Imark.com imediation IMX.COM Inc.com InConcert IndustrialBid.com Inference InfoImage InfoMation Publishing Corporation informatica Infoseek Software Inktomi Insight Technologies Insight Technologies Inso EBT InSystems Technologies InSystems Technologies Intelisys Electronic Commerce Interleaf Interlinq InterTech Information Management Interwise Interworld Interwoven Intranet Solutions Intraspect Software Inxight IronMall.com Ironmax.com Isadra J-Space JetForm Kana Communications Kanisa Keyfile Keyfile Keymage Knowledge Discovery Systems KnowledgeTrack KNOWLIX LexiQuest (ERLI) Line 4 LiveCode Living Systems AG Logility LPA Marimba Match Logic medibuy.com Merant Mercado Software Mercantec Metacode Mindwrap Moai Molloy Group Mondus.com Mosaic Soft Mosaix MRO.com Ncompass Labs Net Exchange Net Perceptions NetObjects Niku Corporation Novasoft Systems Novell nQuire Software Oberon Software OnDisplay ONEstone Information Technologies Open Market Open Text Opensite Technologies Oracle Corporation Orbital Software OrderFusion Paramount Technologies PartsBase.com PC DOCS/Fulcrum pcOrder Pegasystems Pensare PeopleSoft Perfect.com Persistence Software Personify Perspecta PlasticsNet.Com Plexus Plumtree PolyDoc Portera Portfolio Technologies Powerize.com Primus Provenance Systems PSSoftware Ptech PurchasePro.com Question.com QUMAS QuoteSpace.com Requisite Technology RFPmarket.com RightWorks Rowe.com Sageware Saqqara Systems SBASE Semio Sequoia Software Servicesoft Technologies Servicesoft Technologies ServiceWare ServiceWare Silknet SilverStream Software, Inc. SiteScape Softlab Space Works SRauction Staffware Sterling Commerce SupplierMarket.com Sybase Tacit Knowledge Systems TALX TBI, Technical Business Integrators TDI TechTrader Template Software Tibco Top Tier Tower Technology TradeAccess TradeOut.com Tradeum TRADEX TradingDynamics TrueGenesis.com UDMS Ultimus Unibex Uniplex Universal Systems Inc (USI) Verano Verge Software Verida Internet Corporation Verity Versata VerticalNet Verve Viador Viewlocity/Frontec Vignette Visual Mining Vitria Technology Watchfire webMethods Webridge, Inc. WebTrends Webvision WebXi WisdomWare Xerox xPedior.com XyEnterprise XyEnterprise Younology ZAP Business Communication Systems

Delphi GroupTracks

400 Technology

Players


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Alberta Environmental CTRBritish Columbia HydroCanada Post CorporationCanadian Armed ForcesCanadian Customs and Revenue AgencyCanadian Intellectual Property OfficeCanadian Red CrossCare CanadaCitizenship & Immigration CanadaCity of CalgaryCity of MississaugaCity of TorontoConsumer & Corporate Affairs CanadaCorporation of the City of BurlingtonCorrectional Services CanadaDepartment of FinanceDepartment of National DefenceEnergy Mines & ResourcesEnvironment CanadaFisheries and OceansForeign Affairs & International Trade CanadaGovernment of ManitobaGovernment of New BrunswickGovernment of the NWTGovernment Services CanadaHealth & Welfare CanadaHuman Resources Development CanadaIndian & Northern Affairs Canada

Industry CanadaLabour Canada Library of ParliamentManagement Board SecretariatManitoba Department of JusticeMinistry of Agriculture & FoodMinistry of FinanceNational Archives of CanadaNatural Resources CanadaOffice of the Auditor General of CanadaOntario Ministry of FinanceOntario Municipal Employees Retirement BoardOntario Security CommissionPublic Works CanadaRevenue CanadaRoyal Canadian Mounted PoliceSolicitor General of CanadaStatistics CanadaToronto Stock ExchangeTransport Canada AviationVancouver Stock ExchangeWorkers’ Compensation Board

Advisors/Educators to Canadian Gov.


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In a time-based economy the greatest value comes from

coordinating an ever increasing volume of opportunity with ever

decreasing duration of opportunity.

Cutting through the Chaos

B2BText Retrieval

Imaging

Document Manageme

nt

Workflow

BPRProcess Modeling

Intranets

Knowledge Manageme

ntPortals

E-Business

E-LearningCollaboratio

n

1989 2000-31995

Web Services

xEnterprise


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New Environmental Challenges: Time-to-insight


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Core Questions

• Do we really need eContact? Can the same thing be accomplished using one of the other public websites that crawls the web for data?

• If public websites do not offer precision, do government sites provide the accurate contact information a citizen needs?

• If eContact is necessary, can it use a standard search engine instead of specialized search based on natural language processing (NLP)?


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Core Questions

• Do we really need eContact? Can the same thing be accomplished using one of the other public websites that crawls the web for data?

• Mitigates problems with language Nuance/Semantics/Context/Colloquial usage

• Minimizes Time-to-answer• Increases Integrity• Is complimentary to existing search• Hidden content is not accessible


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Core Challenges

Less than 10% of all users will use Boolean operators in a query

Less than 5% will use more than two terms in a Boolean query

Only 20% of users will look beyond the top three hits for a query

Less than 5% will consider anything after the first seven hits


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Core Questions

• If public websites do not offer precision, do government sites provide the accurate contact information a citizen needs?

• Behaviour not consistent across the country

• Citizen must know which jurisdiction to approach

• Same weaknesses as public search sites

• Self Service(+) vs. Self Sufficient(-)


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Core Questions

• If eContact is necessary, can it use a standard search engine instead of specialized search based on natural language processing (NLP)?

• Citizen’s colloquial language cannot/should not be controlled/enforced/disciplined

• NLP is helpful but not necessary• Quasi-NLP providing basic linguistic

enhancements for spelling/grammar/form/thesaurus for semantic equivalence is adequate

• Open question, need will be better understood when question DB has been assembled


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The Core Challenges that Must be Met

• Citizens cannot be controlled - nor can their vocabulary

• Richness of language/ content/ scenarios/ users requires linguistic & intermediated approach

• Reliability/predictability/integrity is essential for acceptance and re-use

• Multiple Solutions can exist and may be complimentary

• Once-and-done is all you get


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Core Challenges

Citizens cannot be controlled - nor can their vocabulary

- Colloquialisms will prevail- Poor language skills are to be expected- Haste is a given- Popular benchmarks establish high

expectations


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Core Challenges

Richness of language/ content/ scenarios/ users requires linguistic & intermediated approach

- Context specific terminology varies widely

- Dialog is essential for reliable answers


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Core Challenges

Reliability/predictability/integrity is essential for acceptance re-use

- Bypass risk is high- Intermediated approach provides direct route to source- Long-term re-use requires consistency


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Core Challenges

Multiple Solutions can exist and may be complimentary

- Search can co-exist with an Intermediated approach- Synergies are to be expected and leveraged


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Core Challenges

It’s not what you don’t know that I worry about. It’s what you do know that ain’t so.

Dwight D. Eisenhower


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Search: Recall, Precision,& Discovery

Unknown

Qu

ery

Known

Don’t Know that you

Know

Known Unknown

Rep

osit

ory

Know that you Don’t

Know

Don’t Know that you Don’t Know

Know that you Know


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Unknown

Qu

ery

Known

Don’t Know that you Know

Known Unknown

Rep

osit

ory

Know that you Don’t Know


Know that you Know

??


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Unknown

Qu

ery

Known


Known UnknownR

ep

osit

ory



Know that you Know

??Precision

Precision

Discover

Discover

y y eContac

eContac

ttRecall

Recall


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Search: Recall, Precision,&Discovery

Unknown

Qu

ery

Known


Known UnknownR

ep

osit

ory



Know that you Know

??Co

nten

t

Knowle

dge


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Intermediation Benefits

An FAQ list with answers provides fast access to accurate answers

eContact searches FAQs to find ones closest to the query

Citizen sees only directly relevant information


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IntermediationQuestion Repository

Externalization Internalization

KnowledgeProvider

AGENT

KnowledgeSeeker

CITIZEN

Full Text-based Search

How to Share Situational Knowledge


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The eContact approach vs. Search

Search:

Websitepages

query resultsEngine

eContact:

queryFAQ KB

Contactinfo

answer

link

link

no answer

AGENT

CITIZEN

CITIZEN


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Multiple Channels, Agent Off-ramps

MunicipalWebsitepages

query, location

FAQ KBContact

info

answers

links

no answer AGENT

ProvincialWebsitepages

FederalWebsitepages

CITIZEN AGENT

knowsanswer?

yes

gives reply

no

agent reads answers


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An eContact Approach: Benefits and Leverage

Mapping and trending behavior -Question DBMS is a core asset that begins to spin off derivatives- Encourage coordination of information across departments and jurisdictions- Activity tracking indicates Citizen interests and problem areas

Imagine an eGov engine that creates a process that cuts across multiple departments to create a checklist for a citizen

Inter-jurisdictional collaboration


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Further Discussion?

Contact:

Thomas M. Koulopoulos

[email protected]

(617) 247 1511

at the intersection of business and it 1 strategic business advisors and technology market makers...

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