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Knowledge Management Systems

Knowledge Management Systems. Email Readings Issues Blogging More Commentary Evaluations of the blog process Projects and Papers. Email Systems, Uses and Habits. What email client(s) do you use? Why? How Long? Multiple Mailboxes? How Many? For What? Filters? How Many? For What?

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Knowledge Management Systems

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  1. Knowledge Management Systems • Email • Readings • Issues • Blogging • More Commentary • Evaluations of the blog process • Projects and Papers

  2. Email Systems, Uses and Habits • What email client(s) do you use? • Why? • How Long? • Multiple Mailboxes? • How Many? • For What? • Filters? • How Many? • For What? • Other Features? • Other Devices? • Social Networks • Protocols

  3. Email as Habitat • Traditionally • Messaging - Communication • One to One, One to Many Communication • Increasingly • Information Management • Access to Documents • Address Books - Contacts • Portal for (Networked) Information • Coordination and Collaboration • Tasks • To Do’s • Reminders • Workflow • Document Creation and Editing • Meeting Planning and Coordination

  4. Email as Habitat 2 • PC Users Spend Most of Their Day in their Email Application • Defining “Knowledge Workers”? • Support Staff • Personal Information Management • To Do (Marking up or Sending to Oneself) • Contact Management • Project Tracking • Email for EVERYTHING?

  5. Email as Habitat 3 • Too Much of a Good Thing • Filters • Folders • Searching May Be Faster • Time to File • Time to Find • Searching Not Helping to Build (Traditional) Conceptual Model of Tasks or Messages

  6. Email as Habitat 4 • Types of Folders • Who – Sender • Where – Organization of Sender(s) • What – Project • Personal Interests • Professional • Private • What Else? • Archives • Templates

  7. Email as Habitat 5 • Problems with Email Applications • Folder Organization • Sorting • Finding • Filtering • Easier to Set up • Filter after Reading or Event • One Application Not Suited for All Users • Outlook - Outlook Express • Status & Occupation • Roles and Responsibilities

  8. Email as Habitat 6 • More Exposure to Email Use = More Checking Email • Alternate Devices • Always-on Devices • More Experience = More Feature Use • Different Features for Different Users • Different Features for Different Uses • Projects • Types of Tasks

  9. Improving Email • Threads of Messages • “Conversation Tree” • Automatic vs. Manual Configuration • Types of Conversations (GIBIS) • “Thrasks” • Individual (feedback) • Group (assignments) • Views & Visualization • Oldest/First at Top (contrast with blogs) • Multiple Windows, Icons, Graphics

  10. Email Overload: Exploding PIM • New Uses Causes Overload • Task Management • Personal Archiving • Asynchronous Communication • Study of Mailboxes and User Interviews • Does Speed/Reliability of Email Transmission and Replying Change It’s Use? • Conversational • Accountable • Email not “One touch” (informational) • Changes Work Throughout the Day • Constantly Checking

  11. Sequence & Reply Relationships • Messaging is a type of conversation • What are the characteristics of a conversation? • How are conversations conducted in other media? • Envisioning email as conversations adds context and removes redundancy • Time • Complexity of topic • Number of participants

  12. Models of Conversations • Sequence Model • First • Before • After • Tree Model • Root message • Replies to root • Any replies • Replies to replies • Visualization for each • Mailing lists could be improved

  13. Taking Email to Task • Many of us work out of our InBox • Email becomes task-centric, not just info • Actionable • Trackable • Study looked at “live” email use • Filters are a key • Examine Addressing and Threads • Watched email triage

  14. Task Results • Quick responses • Offline research or task required before reply • To Dos • Events later • Delayed, dependent to dos • Overload measure • Number of threads/day + length of intervals between messages in threads • Message drift out of view in a mailbox • Context is lost

  15. Task Problems • Keeping track of concurrent actions • Your to dos • Others, dependent todos • Marking items as more important • Managing email over time • Managing deadlines and reminders • Collating collections of messages • Application switching & window mgmt • Task overview needed

  16. TaskMaster • Keeping Track of Concurrent Actions • Marking Items • Managing Activities Over Time • Managing Deadlines and Reminders • Collating Related Items and Associated Files and Links • Application Switching and Window Management • Getting a Task-Oriented Overview Easily

  17. TaskMaster • Helping with Overload • Number of Threads • Frequency of Related Messages • Assigns Meta-Information • From the Thrask View • Within an Open Item (Contact Info) • Warning Bars • Action Clusters • Task-Specific Contact Lists

  18. TaskMaster

  19. Reinventing Email • What Kinds of Messages are Suited for (Current) Email ? • What Other Types of Messaging Tools? • Instant Messaging • Newsgroups • Document Management • Annotations • Approval • Distribution Lists

  20. Reinventing Email • Separation or Integration? • Messages • Address Book – Contacts • Documents • Links • Web (other) • Indexing and Classifying Email • Logging (transaction, permission, task) • Searching (internal, personal, external) • Ranking (most email currently equal)

  21. Redesigning Email for 21st Century • Little Change – GUIs & Attachments • Overloaded & Overwhelmed • Slow Response – No Response • Loss • No One Solution • Multiple Features • Appropriate for each User, Organization or Task • Improved Interface & Interaction • Timelines • Document Summarization • Annotations

  22. 21st Century Email Interfaces

  23. Bitfrost • Categorizing Messages from Inbox Automatically • “Programming” Filters Too Difficult • Categories of Interest • Improve on Known Email Use • Four Types of Users • Filters vs. Losing Sight of Email • Understanding Automatic Categorizing Difficult for Users • Too Much Categorization? • Categories vs. Folders • New Messages Difficult to Deal With • Notification vs. Filing or Hiding

  24. MailCat • Filing with an Intelligent Assistant • Adaptive Text Classifier for Guessing (3) Folders • Action Classifier? (Maxim’s Memory Based Retrieval Matching) • 80-90% Accurate • Filing Can Compliment Searching • How Many Actions to File? • Multiple Locations (Aliases, Links) • Simple (Only) Interface (“Move To” buttons)

  25. Ishmail • Support 3 Basic Methods • Don’t File & Search • File Frequently in Many Mailboxes • File Intermittently • Server-Based with IMAP extension • Filtering • Alarms • Mailboxes • Incoming & Outgoing • Interface with Multiple Windows/Views • Deferral of Message (Sending) Delivery • Archiving – Periodic & Stack • Personas

  26. Email Protocols • POP • Decentralized Storage • Personal Archives • IMAP • Centralized Storage • Server Archives • How Will New Devices Extend These Protocols? • Filtering as Ringtone? • Caller ID • How Will P2P or other Collaborative/Cooperative Technologies (or paradigms) Change Email Use? • Always On (for Categorizing, Filtering and Automatically Respondng)

  27. Email on the Desktop • Integrate Mailboxes with OS File Structure • Group Files and Messages in Interface • Provide Direct and Indirect Manipulation of Information • Centralized on Servers • Synchronized with All Devices (PIM Hub)

  28. Email Use Improvement • New System Evaluation (for Improvement) • Real Users • Actual Work • Difficult to Get Individuals to Switch to New Applications or Technologies • Current Features Not Used • No Learning Curve for Critical Application • Lock-in vs. Import/Export • More Difficult to Get Organization To Switch • Installed Base • Migration • Licensing • Training

  29. Email Issues • Email should be used for email • Offload messages for other tasks to the appropriate applications • To Dos • Contact Information • Documents • Projects • Tasks • Threads • Update intervals • How often do you check? • How often do you act?

  30. Paper and Projects • MIME & Web server based application specific email (and attachment) handler and viewer • Designs for working with email threads • Trackback for email • RSS newsfeeds instead of email • How email fits into a framework for KMS and Users

  31. FLANNEL • Adding Computational Capabilities to Email • Email is traditionally just text, in chronological order • Improve Endpoints: Sending & Receiving • Interfaces • Improve Medium: Protocols & Infrastructure • Web Server – HTTP

  32. FLANNEL 2 • Features • Translations • To Do List with Tracking • Dynamic Signature (or other) • Links (Keyword Searching) Integrated • Workflow • Processing While In Transit or Upon Receipt • Based on Sender, then Receiver? • More Decisions to Make When Sending?

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