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Closing Information Gaps with Need-driven Knowledge Sharing Zur Erlangung des akademischen Grades Doktor der Ingenieurwissenschaften von der KIT-Fakult¨at fur¨ Wirtschaftswissenschaften des Karlsruher Instituts fur¨ Technologie (KIT) genehmigte Dissertation von Dipl.-Wirtsch.-Inf. Hans-J¨org Happel Tag der mundlichen¨ Prufung:¨ 19. Dezember 2017 Referent: Prof. Dr. Rudi Studer Korreferent: Prof. Dr. Alexander M¨adche This document is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0): https://creativecommons.org/licenses/by-sa/4.0/deed.en Abstract Closing Information Gaps with Need-driven Knowledge Sharing Knowledge management systems for asynchronous knowledge sharing { such as Intranets, Wikis, or file shares { often suffer from a lack of contributions. This is mainly because information providers are decoupled from information seekers, and thus have limited awareness about their actual information needs. Therefore, the questions which knowledge is worth sharing and how to motivate people to share knowledge, are core issues of knowledge management. To this end, we describe a novel approach called need-driven knowledge shar- ing (NKS), which consists of three elements. The first deals with indicators of information need { especially search queries { which are aggregated in order to derive continuous forecasts of organizational information needs (OIN). By comparing with private and shared information spaces, organizational infor- mation gaps (OIG) are derived to identify missing information. These gaps can be made transparent using so called mediation services and mediation spaces, which help to create awareness for organizational information needs and to guide knowledge sharing. The realization of NKS is illustrated by three tools, which are all based on established knowledge management systems. Inverse Search is a tool that identifies documents in the private information space of information providers, which may help closing organizational informa- tion gaps if moved to a shared information space. Woogle extends Wikis with features that identify and prioritize incomplete or missing information based on other users' information needs. Similarly, Semantic Need is an extension to Semantic MediaWiki that guides the creation of semantic data by analyzing information needs expressed through structured queries. The implementation and evaluation of all three tools shows, that need-driven knowledge sharing is technically feasible and can be a helpful extension to knowledge management practices. The concepts of mediation services and me- diation spaces provide a framework to analyze and extend other tools with re- spect to NKS. Finally, our approach may also spark improvements of Internet- scale services and infrastructures, such as the Wikipedia or the Semantic Web. iii Informationslucken¨ schließen durch bedarfsgetriebenen Wissensaustausch Systeme zum asynchronen Wissensaustausch { wie Intranets, Wikis oder Dateiserver { leiden h¨aufig unter mangelnden Nutzerbeitr¨agen. Ein Haupt- grund dafur¨ ist, dass Informationsanbieter von Informationsuchenden entkop- pelt, und deshalb nur wenig uber¨ deren Informationsbedarf gewahr sind. Zen- trale Fragen des Wissensmanagements sind daher, welches Wissen besonders wertvoll ist und mit welchen Mitteln Wissenstr¨ager dazu motiviert werden k¨onnen, es zu teilen. Diese Arbeit entwirft dazu den Ansatz des bedarfsgetriebenen Wissensaus- tauschs (NKS), der aus drei Elementen besteht. Zun¨achst werden dabei In- dikatoren fur¨ den Informationsbedarf erhoben { insbesondere Suchanfragen { uber¨ deren Aggregation eine fortlaufende Prognose des organisationalen In- formationsbedarfs (OIN) abgeleitet wird. Durch den Abgleich mit vorhande- nen Informationen in pers¨onlichen und geteilten Informationsr¨aumen werden daraus organisationale Informationslucken¨ (OIG) ermittelt, die auf fehlende Informationen hindeuten. Diese Lucken¨ werden mit Hilfe so genannter Me- diationsdienste und Mediationsr¨aume transparent gemacht. Diese helfen Aufmerksamkeit fur¨ organisationale Informationsbedurfnisse¨ zu schaffen und den Wissensaustausch zu steuern. Die konkrete Umsetzung von NKS wird durch drei unterschiedliche Anwendungen illustriert, die allesamt auf be- w¨ahrten Wissensmanagementsystemen aufbauen. Bei der Inversen Suche handelt es sich um ein Werkzeug das Wissenstr¨agern vorschl¨agt Dokumente aus ihrem pers¨onlichen Informationsraum zu teilen, um damit organisationale Informationslucken¨ zu schließen. Woogle erweitert herk¨ommliche Wiki-Systeme um Steuerungsinstrumente zur Erkennung und Priorisierung fehlender Informationen, so dass die Weiterentwicklung der Wiki- Inhalte nachfrageorientiert gestaltet werden kann. Auf ¨ahnliche Weise steuert Semantic Need, eine Erweiterung fur¨ Semantic MediaWiki, die Erfassung von strukturierten, semantischen Daten basierend auf Informationsbedarf der in Form strukturierter Anfragen vorliegt. Die Umsetzung und Evaluation der drei Werkzeuge zeigt, dass bedarfs- getriebener Wissensaustausch technisch realisierbar ist und eine wichtige Erg¨anzung fur¨ das Wissensmanagement sein kann. Daruber¨ hinaus bietet das Konzept der Mediationsdienste und Mediationsr¨aume einen Rahmen fur¨ die Analyse und Gestaltung von Werkzeugen gem¨aß der NKS-Prinzipien. Schließlich liefert der hier vorstellte Ansatz auch Impulse fur¨ die Weiterent- wicklung von Internetdiensten und -Infrastrukturen wie der Wikipedia oder dem Semantic Web. iv Acknowledgements An endeavor of this kind is only possible when standing on the shoulders of giants. Besides the academic community at large, I owe gratitude to many people providing advice, feedback, support, and friendship throughout the time I was writing this thesis. My first thank you goes to Rudi Studer for supervising this thesis and for never giving up hope. I am also grateful to Rudi and Andreas Abecker for providing an inspiring research environment and serving as role models for team leadership. Additional thanks go to Alexander M¨adche for serving as second reviewer. Numerous people provided feedback on individual chapters of this thesis, namely Andreas Abecker, Robin Aly, Mark Hefke, Olaf Grebner, Stephan Grimm, Thomas King, Athanasios Mazarakis, Walid Maalej, Asarnusch Rashid, Tim Romberg, Stefan Seedorf, and Max V¨olkel. Special thanks to all of you! Further thanks go to my awesome colleagues at Information Processing (IPE), Software Engineering (SE) and other departments of FZI, as well as to all colleagues at Karlsruhe Institute of Technology. Particular thanks go to my long-term officemates Simone Braun and Stephan Grimm and to the \good soul" of IPE, Heike D¨ohmer. I am also grateful for the collaboration with friends from other Universities, in particular Walid Maalej and Stefan Seedorf. Special thanks go to my student assistants throughout the time at FZI { Christoph Bier, Jordan Dukadinov, Paul Hubner,¨ Thomas Hummel, Evgeny Matershev, Ben Romberg, Ingo Steinbauer, Christian R¨ohr, S¨oren Schlegel, Marius Treitz, Hristo Valev and Behar Veliqi { who contributed diligently to the implementation of the tools described in this thesis. I am grateful to all taxpayers for enabling the state of Baden-Wurttemberg,¨ the German Federal Government, and the European Union to fund large parts of my research. Work presented in this thesis has particularly been supported by the projects CollaBaWue, GlobaliSE, WAVES and TEAM. Finally, I owe gratitude to my family and friends for their support and for bearing with me throughout this long journey. v \We shape our buildings, and afterwards our buildings shape us." |Winston Churchill vii Contents 1. Introduction 1 1.1. Scope of the Thesis . .1 1.1.1. Problem Statement . .2 1.1.2. Research Questions . .2 1.2. Content of the Thesis . .3 1.2.1. Solution Approach . .3 1.2.2. Structure of the Thesis . .3 1.2.3. Contributions . .4 1.2.4. Publications . .5 2. Knowledge Management 7 2.1. Perspectives on Knowledge Management . .8 2.1.1. Functional Perspective . .8 2.1.2. Structural Perspective . 11 2.2. Knowledge . 12 2.2.1. Data, Information, and Knowledge . 12 2.2.2. Implicit and Explicit Knowledge . 14 2.2.3. Individual and Organizational Knowledge . 15 2.2.4. Knowledge Maturing . 17 2.3. Knowledge Management Strategies . 19 2.3.1. Centralized vs. Decentralized . 19 2.3.2. Codification vs. Personalization . 21 2.3.3. Push vs. Pull . 22 2.3.4. Personal vs. Organizational Knowledge Management . 22 2.4. Knowledge Management and Organization . 23 2.4.1. Knowledge Work . 24 2.4.2. Distributed Work . 25 2.4.3. Enterprise 2.0 . 27 2.5. Summary . 29 3. Information Seeking and Knowledge Sharing 33 3.1. Information Seeking and Retrieval . 33 3.1.1. Information Seeking Process . 34 3.1.2. Information Retrieval Systems . 39 3.2. Knowledge Sharing . 43 3.2.1. Knowledge Sharing Process . 44 3.2.2. Knowledge Sharing Systems . 49 3.3. Knowledge Sharing as a Communication Process . 52 3.3.1. Mediated Knowledge Sharing . 52 ix Contents 3.3.2. Mediated Communication Approaches . 53 3.4. Summary . 57 4. Need-driven Knowledge Sharing 59 4.1. Definition . 59 4.1.1. Goals . 60 4.1.2. Scope . 61 4.2. Assumptions . 63 4.2.1. Organizational Information Needs . 63 4.2.2. Organizational Information Gaps . 68 4.3. Framework . 72 4.3.1. Design Principles . 72 4.3.2. Mediation Spaces and Services . 73 4.3.3. Information Need Attributes . 74 4.4. Keyword-based Instantiation of NKS . 76 4.4.1. Storing Information Needs . 76 4.4.2. Calculating Organizational Information Gaps . 78 4.4.3. Calculating Organizational Information
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