Design for Change: Knowledge-Based System Support for Information Centers

S. Vinze; Mari M. Heltne; Minder Chen; Benn R. Konsynski; Jay F. Nunamaker

doi:10.1109/21.155950

Design for Change: Knowledge-Based System Support for Information Centers

S. Vinze, Mari M. Heltne, Minder Chen, Benn R. Konsynski, Jay F. Nunamaker

Management Information Systems

Research output: Contribution to journal › Article › peer-review

3 Scopus citations

Abstract

The applicability of a knowledge-based system for resource management in the context of information centers (IC's) is discussed. Many proponents of expert systems suggest targeting tasks that utilize knowledge that is changing, but not too dynamic. This research reports on an expert systems project that was targeted at a very dynamic knowledge environment-an IC. The Information Center Expert (ICE) system has been developed to support the consultation process of IC personnel. The system determines the (software) resource requirements of the end users and makes appropriate recommendations. ICE further aids the management of IC software resources by keeping track of user consultations and the recommendations made. Issues of knowledge requirements, acquisition and representation and implementation of ICE are discussed. The evaluation of ICE has focused on the two key design criteria, namely, maintainability and transportability. The evaluation process was conducted at two corporate locations, IBM/Endico tt and IBM/Tucson, and a university setting, the Center for the Management of Information at the University of Arizona. In addition to the formal evaluation, informal feedback from users has confirmed the applicability of this knowledge-based approach to resource management in IC's. Based on the informal feedback, the implications of this approach for future research are discussed.

Original language	English (US)
Pages (from-to)	498-512
Number of pages	15
Journal	IEEE Transactions on Systems, Man and Cybernetics
Volume	22
Issue number	3
DOIs	https://doi.org/10.1109/21.155950
State	Published - 1992

ASJC Scopus subject areas

General Engineering

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title = "Design for Change: Knowledge-Based System Support for Information Centers",

abstract = "The applicability of a knowledge-based system for resource management in the context of information centers (IC's) is discussed. Many proponents of expert systems suggest targeting tasks that utilize knowledge that is changing, but not too dynamic. This research reports on an expert systems project that was targeted at a very dynamic knowledge environment-an IC. The Information Center Expert (ICE) system has been developed to support the consultation process of IC personnel. The system determines the (software) resource requirements of the end users and makes appropriate recommendations. ICE further aids the management of IC software resources by keeping track of user consultations and the recommendations made. Issues of knowledge requirements, acquisition and representation and implementation of ICE are discussed. The evaluation of ICE has focused on the two key design criteria, namely, maintainability and transportability. The evaluation process was conducted at two corporate locations, IBM/Endico tt and IBM/Tucson, and a university setting, the Center for the Management of Information at the University of Arizona. In addition to the formal evaluation, informal feedback from users has confirmed the applicability of this knowledge-based approach to resource management in IC's. Based on the informal feedback, the implications of this approach for future research are discussed.",

author = "S. Vinze and Heltne, {Mari M.} and Minder Chen and Konsynski, {Benn R.} and Nunamaker, {Jay F.}",

note = "Funding Information: The Information Center Project at the University of Arizona Department of Management Information Systems, funded in part by the IBM Corporation, Endicott, New York, has resulted in the design and implementation of an expert system specifically for supporting the consultation activities of information center personnel. The system, known as ICE, is a rule-based knowledge system intended to be used in consultation with users who wish to make use of software and training resources [181.",

year = "1992",

doi = "10.1109/21.155950",

language = "English (US)",

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AU - Vinze, S.

AU - Heltne, Mari M.

AU - Chen, Minder

AU - Konsynski, Benn R.

AU - Nunamaker, Jay F.

N1 - Funding Information: The Information Center Project at the University of Arizona Department of Management Information Systems, funded in part by the IBM Corporation, Endicott, New York, has resulted in the design and implementation of an expert system specifically for supporting the consultation activities of information center personnel. The system, known as ICE, is a rule-based knowledge system intended to be used in consultation with users who wish to make use of software and training resources [181.

PY - 1992

Y1 - 1992

N2 - The applicability of a knowledge-based system for resource management in the context of information centers (IC's) is discussed. Many proponents of expert systems suggest targeting tasks that utilize knowledge that is changing, but not too dynamic. This research reports on an expert systems project that was targeted at a very dynamic knowledge environment-an IC. The Information Center Expert (ICE) system has been developed to support the consultation process of IC personnel. The system determines the (software) resource requirements of the end users and makes appropriate recommendations. ICE further aids the management of IC software resources by keeping track of user consultations and the recommendations made. Issues of knowledge requirements, acquisition and representation and implementation of ICE are discussed. The evaluation of ICE has focused on the two key design criteria, namely, maintainability and transportability. The evaluation process was conducted at two corporate locations, IBM/Endico tt and IBM/Tucson, and a university setting, the Center for the Management of Information at the University of Arizona. In addition to the formal evaluation, informal feedback from users has confirmed the applicability of this knowledge-based approach to resource management in IC's. Based on the informal feedback, the implications of this approach for future research are discussed.

AB - The applicability of a knowledge-based system for resource management in the context of information centers (IC's) is discussed. Many proponents of expert systems suggest targeting tasks that utilize knowledge that is changing, but not too dynamic. This research reports on an expert systems project that was targeted at a very dynamic knowledge environment-an IC. The Information Center Expert (ICE) system has been developed to support the consultation process of IC personnel. The system determines the (software) resource requirements of the end users and makes appropriate recommendations. ICE further aids the management of IC software resources by keeping track of user consultations and the recommendations made. Issues of knowledge requirements, acquisition and representation and implementation of ICE are discussed. The evaluation of ICE has focused on the two key design criteria, namely, maintainability and transportability. The evaluation process was conducted at two corporate locations, IBM/Endico tt and IBM/Tucson, and a university setting, the Center for the Management of Information at the University of Arizona. In addition to the formal evaluation, informal feedback from users has confirmed the applicability of this knowledge-based approach to resource management in IC's. Based on the informal feedback, the implications of this approach for future research are discussed.

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Design for Change: Knowledge-Based System Support for Information Centers

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