WO2001008096A1 - Knowledge management system - Google Patents

Abstract

A knowledge management system, program product and method utilize a multi-dimensional taxonomy for classifying content items (103b, 108b) in a knowledge management system both by format and content. Classification by format is accomplished by associating an item format (122) with a content item that specifies one or both of the general type and source of a document or record represented by the content item. Classification by content is accomplished by associating with a content item a particular value of one or more categories (120) established for a knowledge management system. Classification of content items is enforced both during creation or addition of content items to a knowledge management system, and during accessing the knowledge management system to view existing content items.

Description

KNOWLEDGE MANAGEMENT SYSTEM

Field of the Invention

The present invention relates to management of knowledge

stored in information processing systems.

Background of the Invention

Accomplished business organizations usually develop a

significant amount of specialized expertise in the particular marketplace in

which they operate, be it through efficient business processes or standards, or

even the specific talents and experiences of their employees. Each of the often

intangible components that make up an organization's expertise is typically

referred to as "knowledge" of the organization.

For example, the individual salespersons of a company over

time usually develop special expertise in marketing specific products or

services of the company. An effective salesperson usually tries to stay on top

of competitors' products and, often through trial and error, learns how to competitively market the company's products against those of competitors.

An experienced salesperson also gets to know his or her customers, including

how to deal with those customers on a personal level, and what marketing

techniques are effective for particular customers, etc.

The effective management of the collective knowledge of a

business organization is often critical to the performance of the organization in

the marketplace. For smaller organizations, it may be possible to maintain

such knowledge simply in the minds' of the organizations' employees.

However, for larger organizations, as well as growing organizations that are

regularly hiring new employees, communicating and distributing knowledge

throughout an organization can be difficult. Furthermore, while past

organizations may have been able to count on employees' continued

employment and development of expertise over many years, today's

employees are more mobile and apt to leave and pursue other opportunities.

Distributing the knowledge of departing employees to others within the

organization is often difficult or simply not possible in the time frame prior to

departure of such employees, and as a result, often such knowledge is

irretrievably lost by the organization.

To assist business organizations in better retaining and

distributing knowledge, computer software applications known as knowledge

management systems have been developed. Most knowledge management systems attempt to organize knowledge, e.g., in the form of documents or

records in a database (herein referred to as "content items"), in a structured

manner so that such knowledge can be easily accessed by employees.

Accessing knowledge stored in a conventional knowledge

management system is often handled through a search engine that operates in

essentially the same manner as the search engines used to access other types of

computer databases. Typically, users provide one or more keywords that form

a search query, and every content item in the system (or an index thereto) is

searched to determine the degree of "closeness" of the content item to the

search query. The content items deemed "closest" to a search query (as

determined, for example, but the number of times the keywords appear) are

then returned to the user.

The effectiveness of a keyword search, however, can vary

greatly based upon the quality of the search query formulated by a user.

Misspelling a keyword or neglecting to include common synonyms of a

particular keyword can change the results, and including more common

keywords may result in a large number of irrelevant results. Users are rarely

given much guidance in formulating search queries, and as such,

inexperienced users may have a significant amount of difficulty in retrieving

relevant information. Some conventional knowledge management systems attempt to

improve knowledge access through storing or otherwise utilizing additional

categorization information with content items as such items are added to the

systems. For example, some conventional knowledge management systems

permit users to supply a short summary or list of keywords for a content item

prior to adding that item to the system. Additional information, such as the

author and date of creation of the content item, may also be stored along with

the item. Furthermore, automated tools may also be used to build computer

generated abstracts or summaries for incoming content items.

To date, however, the amount of additional categorization

information utilized by conventional knowledge management systems is not

particularly great, and often, little or no enforcement is provided to ensure that

the additional information is always or correctly supplied with incoming

content items.

Also, in many systems, any user is permitted to add content

items to the system, regardless of his or her expertise in the particular subject

matter with which a content item is related. With such systems, the quality, or

usefulness, of particular content items may not be readily apparent to users.

To be able to distinguish between content items submitted by an expert, and

other content items submitted by others with no or relatively lesser expertise,

would require knowing the relative experience or reputation of the authors of those content items. Moreover, content items submitted by less experienced

users may be more likely to contain unhelpful, misleading, confusing or even

incorrect information. Absent actual knowledge of the reputation and

experience of different authors, however, users may give greater weight to less

reliable content items.

Some knowledge management systems also incorporate

discussion thread databases that maintain a number of discussion "threads",

organized in much in the same manner as conventional news groups.

Discussion threads provide users with the opportunity to interactively build an

online discussion about a particular subject. Often, a user that has a particular

question will create a new discussion thread and post an imtial message to that

thread asking for assistance. Other users are then able to view the message,

and if appropriate, respond to the inquiry by posting a reply message to the

thread. Each message in a thread is stored and tracked so that other users can

follow a discussion simply by viewing the sequence of messages posted to the

thread.

One problem associated with conventional discussion thread

databases is that the categorization of discussion threads is often not well

defined. Multiple discussion groups are typically available, with each

intended to address a particular subject area of interest. The subject matter of

each discussion group is typically specified by the name of the group using a hierarchical naming convention. However, users are often permitted to create

new threads in any discussion group that the users desire, even if the threads

are not relevant to the subject matter of the group. As such, there is no

assurance that a discussion thread within a particular discussion group is at all

related to the subject matter of the group. In addition, searching across

multiple discussion groups is supported; however, searching is typically

limited to keyword based search queries. As such, the aforementioned

searching limitations typically impede the relevancy and utility of discussion

group searches.

Therefore, a significant need continues to exist in the art for

improving the structuring, authoring and accessing of knowledge in a

knowledge management system.

Summary of the Invention

The invention addresses these and other problems associated

with the prior art by providing a knowledge management system, program

product and method that utilize a unique multi-dimensional taxonomy for

classifying content items in a knowledge management system. In particular,

content items in a knowledge management system are each classified both by

format and content. Classification by format is accomplished by associating

an item format (also referred to hereinafter as a topic) with a content item that

specifies one or both of the general type and source of a document or record represented by the content item. Classification by content, on the other hand,

is accomplished by associating with a content item a particular value of one or

more categories established for a knowledge management system. Item

formats and categories may be considered to be related in the same manner in

which nouns are related to adjectives, or in which form is related to substance.

Classification of content items by both format and content is

enforced both during creation or addition of content items to a knowledge

management system, and during accessing the knowledge management system

to view existing content items. Moreover, in the embodiments illustrated

hereinafter, discrete item formats and category values are defined, the end

result being that a simplified search query interface may be utilized that

permits a user to select one or more discrete item formats and/or values to

perform a search. As opposed to keyword based searching, where the results

can vary based upon the particular manner in which a user assembles

keywords, the invention reduces the degree of skill and experience needed to

access relevant content items. The end result is typically improved access to

the content items by end users, and thus a more efficient distribution of

knowledge throughout a business organization or other organization of users

that utilizes the knowledge management system.

Consistent with one aspect of the invention, the item formats

and categories defined by a knowledge management system are interrelated in such a manner that values are selected by an author of a new content item only

for categories that are determined to be relevant to a particular item format

with which the new content item is associated. Specifically, in authoring a

new content item, a knowledge management system supporting such a feature

receives user input from a user that specifies an item format with which to

associate a new content item. The user is presented with a subset of categories

from a plurality of categories based upon the item format specified by the user.

The system also receives user input from the user that specifies one or more

values for one or more categories in the subset of categories with which to

associate the new content item. The new content item is added to the

knowledge management system with the specified item format and the

specified category value(s) associated with the new content item.

Consistent with another aspect of the invention, collaboration

among users of a knowledge management system is encouraged by

constraining combinations of item formats and category values to support at

most only one content item per unique combination. Specifically, when

authoring a content item, a knowledge management system supporting such a

feature receives user input from a user that specifies an item format and a

value of a category with which to associate a new content item. The system

also determines whether an existing content item in the knowledge

management system matches the item format and category value specified by the user. If so, such existing content item is displayed to the user for editing in

lieu of creating a new content item.

Consistent with another aspect of the invention, the quality and

reliability of content items added to a knowledge management system are

ensured by utilizing a matrix of responsible entities to authorize, or "bless",

content items donated to the system both on the basis of format and content.

Specifically, when authoring a content item, a knowledge management system

supporting such a feature receives a donated content item associated with an

item format and a category that classifies at least a portion of the content of the

content item. The donated content item is forwarded to a first responsible

entity associated with the item format associated with the donated content item

to obtain authorization therefrom. The donated content item is also forwarded

to a second responsible entity associated with the category associated with the

donated content item to obtain authorization therefrom. Then donated content

item is then accepted into the knowledge management system after

authorization is obtained from both of the first and second responsible entities.

As such, the appropriateness of both the format and the content of a donated

content item may be ensured in a structured and efficient manner.

Consistent with a further aspect of the invention, a method is

provided for creating a knowledge management system for an organization.

The method includes collecting information from an organization relating to both the types of content items to be stored and the taxonomy of information

in the knowledge management system, defining a plurality of item formats

representative of the types of content items to be stored in the knowledge

management system, defining a plurality of categories representative of the

taxonomy of information to be stored in the knowledge management system,

and associating each of a plurality of content items with at least one item

format and at least one category. Through such a structured development

protocol, a well organized knowledge management system can be developed

from the ground up in a systematic and efficient manner.

Consistent with yet another aspect of the invention, multiple

search filters (also referred to herein as viewpoints) may be defined for a

knowledge management system or other database to customize the search

options available to a user based upon the user's identity. Specifically, a

database accessible via a search query generated using a set of search term

lists may be searched by initially selecting among a plurality of search filters

based upon the identity of a user attempting to access the database. Each

search term list includes a discrete number of search terms. Each search filter

defines a subset of search term lists from the set of search term lists, and is

used to filter user input from the user to generate a search query for the user.

The search query generated from the filtered user input is then used to access

the database. As a result, different users may (at least initially) be presented with only those search term lists (and/or particular search terms from such

lists) that are particularly relevant to such users, with other potentially

confusing and unhelpful search terms and/or lists kept from the users, thereby

simplifying the search process for even the least experienced users of the

database.

Consistent with still another aspect of the invention, access to a

discussion thread database, whether or not implemented within a knowledge

management system, may be facilitated by associating at least some discussion

threads stored in the database with values for multiple categories that classify

the contents of such discussion threads, and that are comprised of discrete

numbers of values. Specifically, while accessing a discussion thread database,

user input is received from a user that specifies first and second values for first

and second categories, respectively. It may then be determined whether a

discussion thread among the plurality of discussion threads matches the first

and second values of the first and second categories. If so, such matching

discussion thread is displayed to the user. Having discussion threads classified

by more than one category of discrete values in this manner introduces a more

structured organization to discussion threads, in much the same way that

content items are structured in a knowledge management system consistent

with the invention. As a result, improved organization and retrieval

capabilities may likewise be realized in a discussion thread database. It will be appreciated that the invention encompasses the

methods described, as well as computer systems programmed for carrying out

these methods, and computer software that when loaded into a computer

system will program the computer system to carry out these methods.

Software of this kind may be delivered through a signal-bearing computer-

readable media, such as a communications link (e.g., an Internet connection)

or a recordable media such as magnetic or optical storage.

The above and other objects and advantages of the present

invention shall be made apparent from the accompanying drawings and the

description thereof.

Brief Description of the Drawing

The accompanying drawings, which are incorporated in and

constitute a part of this specification, illustrate embodiments of the invention

and, together with a general description of the invention given above, and the

detailed description of the embodiments given below, serve to explain the

principles of the invention.

Fig. 1 is an overall functional diagram of the operation of a

knowledge management system in accordance with principles of the present

invention, showing a user's interaction with the system and the data managed

thereby; Fig. 2A is a data structure diagram illustrating information

stored for categories used in management of data in accordance with principles

of the present invention, and Figs. 2B, 2C, 2D and 2E are printouts of

exemplary screen displays used in collecting information on categories;

Fig. 3 A is a data structure diagram illustrating information

stored for topics used in management of data in accordance with principles of

the present invention, and Figs. 3B, 3C, 3D and 3E are printouts of exemplary

screen displays used in collecting information on topics;

Fig. 4A is a data structure diagram illustrating record structure

maps used in managing databases in accordance with principles of the present

invention, and Figs. 4B, 4C, 4D and 4E are printouts of exemplary screen

displays used in collecting information on databases;

Fig. 5 A is a data structure diagram illustrating viewpoint

definitions used in management of data in accordance with principles of the

present invention, and Figs. 5B, 5C and 5D are printouts of exemplary screen

displays used in creating viewpoint definitions;

Fig. 6A is a data structure diagram illustrating user information

used in management of data in accordance with principles of the present

invention, and Figs. 6B and 6C are printouts of exemplary screen displays

used in collecting user information; Fig. 7A is a data structure diagram illustrating content

information used in management of data in accordance with principles of the

present invention, and Figs. 7B, 7C and 7D are printouts of exemplary screen

displays used in collecting information on content;

Fig. 8 is a printout of an exemplary screen display showing a

menu of user functions that utilize the various data structures described above;

Fig. 9A is a flow chart of the author support and donation

processes for adding knowledge in accordance with principles of the present

invention, and Figs. 9B, 9C, 9D and 9E are printouts of exemplary screen

displays generated through this process;

Fig. 10A is a flow chart of the search process for finding

knowledge in accordance with principles of the present invention, and Fig.

1 OB is a printout of an exemplary screen display generated through this

process;

Fig. 11A is a flow chart of the process for initiating or locating

a discussion in accordance with principles of the present invention, and Figs.

1 IB and 11C are printouts of exemplary screen displays generated through

this process; and

Fig. 12A is a flow chart of the process for locating a subject

matter expert in accordance with principles of the present invention, and Figs. 12B, 12C, 12D and 12E are printouts of exemplary screen displays generated

through this process.

Detailed Description of Specific Embodiments

Referring now to Fig. 1, a knowledge management system in

accordance with the principles of the present invention utilizes a variety of

data structures to facilitate access of a user 100 to one or more databases 102,

107 and 108 containing content or knowledge of interest to user 100.

The databases accessible to user 100 include one or more

internal databases 102 created and managed by the knowledge management

system and formatted appropriately for the knowledge management system.

Three such databases 102 are illustrated in Fig. 1.

The databases available to user 100 further include one or more

compatible databases 107. Databases 107 were not created by the knowledge

management system, but have formats which are compatible with the

knowledge management system and can be readily accessed by the knowledge

management system.

The internal and compatible databases 102 and 107 are

formatted in a manner facilitating retrieval of the content in those databases.

Specifically, in internal databases 102, content 103b is associated with a

content information data structure 103a storing information about that content,

as is elaborated below with reference to Figs. 7A through 7D. Similarly, in compatible databases 107, content 108b is associated with a content

information data structure 108a storing information about that content.

Retrieval of content from the internal or compatible databases 102 or 107

involves applying search criteria to the content information of all content in

the database to select that content which is desired, as is elaborated below.

The knowledge management system also accesses data in one

or more external databases 108. Databases 108 are not directly compatible

with the knowledge management system but can be searched by the

knowledge management system to obtain usable content as will hereafter be

discussed.

In the embodiment explained herein, the knowledge

management system is implemented as a Lotus Notes database, using the

Lotus Notes database management and contact management software that is

available from Lotus Development Corporation, a subsidiary of International

Business Machines Corporation of Armonk, New York. The examples

provided below are from a Lotus Notes implementation of a knowledge

management system. It will be appreciated, however, that a knowledge

management system in accordance with the principles of the present invention

can be implemented using other database management tools, including tools

that facilitate completely custom design of a database system such as the

Visual Basic or Visual C++ source language compilers. In the context of a Lotus Notes implementation of a knowledge

management system, internal databases 102 and compatible databases 107 are

Lotus Notes databases which are available within the business organization of

the user 100 or within business organizations to which user 100 has a gateway

connection using Lotus Notes protocols. Typical Lotus Notes databases

include databases of contacts, databases of schedules, and databases for

managing content created by an organization under the Lotus Notes protocols.

Internal databases 102 are those created using templates established by the

knowledge management system as described below. In the present

embodiment, compatible databases 107 may be any other Lotus Notes

database accessible to user 100 through his local business organization or any

connected business organization.

In a Lotus Notes implementation, external databases 108 are

those which are not created or managed by the Lotus Notes environment, but

are accessible to users using Lotus Notes. These include various dBASE

format or other database format databases which may be available locally, and

may also include databases accessible through the Internet at publically

available servers, for example, servers having a search interface accessible

through a browser via the World Wide Web. Databases may also be directly

accessed from a file server or a shared storage device. User 100 may interact with databases by creating or donating

content via a module 104 of the knowledge management system, or by

querying for content using a module 106 of the knowledge management

system. Content which is created or donated using module 104 is delivered to

the internal databases 102, in a format consistent with those established by the

knowledge management system. Queries for content using module 106 can

act upon databases 102 which are internal to the knowledge management

system as well as upon compatible databases 107 and external databases 108.

Thus, a user 100 may create content which is directly compatible with the

knowledge management system, but may access content from various other

systems or sources of data where that data is useful or relevant.

Queries directed to internal databases 102 via module 106 may

be directly applied to those databases since they are formed appropriately for

the knowledge management system. Queries directed to a compatible

database 107 is converted using a record structure map 109 associated with the

database 107. As can be seen in Fig. I, each compatible database 107 is

associated with its own structure map 109 used for converting queries into an

appropriate format for delivery to the compatible database 107. Similarly,

queries delivered to external databases 108 are converted using a record

structure map 1 10. The content of record structure maps 109 and 1 10 will be

discussed below with reference to Fig. 4A. When content is created or donated through module 104 or

when a query is made for content through module 106, the content being

created, donated or queried is categorized using category values 120.

Category values 120 are defined through a process described below, using a

module 120 and delivered to either the module 104 for creating or donating

content for module 106 for querying for content. Category values describe the

desired content in a way that an adjective describes a noun.

Queries for content, and content which is created or donated,

are also categorized using topics. Topics are defined by a module 122 and

delivered to module 104 when content is created or donated, and delivered to

module 106 when content is queried. A topic corresponds to a type of content

that is available, for example, trip reports, product reviews, or other forms of

content. Topics may be viewed as data types for content. Topics are thus

analogous to nouns; they are the objects that are described by the categories.

A user 100 selects content from databases by providing a

category value or multiple category values, and providing a topic or multiple

topics of interest. These are then applied to the databases in the matter

described below to select content of interest to the user 100, and deliver that

content to the user 100.

The knowledge management system of Fig. 1 includes facilities

for simplifying the process of creating content and querying for content. Specifically, users are channeled into the system through one of a number of

viewpoints managed by viewpoint module 124. The user's viewpoint

provides category values and topics for the user which may be of interest

based on that viewpoint. The user may modify these category values or topics

if desired, or may chose a different viewpoint, and then execute a query or

create content to interact with the system. The use of viewpoints in this matter

substantially simplifies the process or gathering and creating knowledge,

particularly for users that are relatively unsophisticated. Viewpoints free the

users from learning the intricacies of the database structures.

Each user 100 is associated with user information 126 that

characterizes the user and his or her role in the organization in which the

knowledge management system is used. Among other things, user

information 126 is used to assign each user to a default viewpoint.

Referring now to Fig. 2 A, the structure of records in module

120, which store categories and their values, can be discussed. For each

category managed by the system there is a category record 130. Four such

records are shown in Fig. 2 A, one of which is expanded to show the fields

descπptive of the category. The fields descriptive of a category include a

name field 132 storing a textual name for the category, a description field 134

storing a multiple or single sentence characterization of the category, and a

caption field 136 storing a short version of the description of the category. In addition to these text fields, each category record includes a

field 138 identifying a subject matter expert for the category. The subject

matter expert field 138 cross-references to user information for the person who

is most expert about the meaning of the category and its appropriate use in the

knowledge management system.

Categories further include one or more category value fields

140 each identifying a value for the category. Each category value field 140 is

further associated with a subject matter expert field 142, identifying if

appropriate a subject matter expert for the category value. The subject matter

expert field 142 cross references to user information for a person who is most

expert on the meaning of the category value in the associated field 140 and its

appropriate use. A plurality of category values and subject matter expert fields

may be included in the category record, depending upon the number of

categories values that the category has been defined to have.

Referring now to Fig. 2B through Fig. 2E, the process of

defining and managing categories can be explained. Figs. 2B to 2E are screen

printouts of execution of a Lotus Notes application embodying principles of

the present invention. As seen in Fig. 2B, in the workbench screen of this

system, a left hand column 150 forms a menu of possible data structures to

evaluate and modify. In Fig. 2B, the categories menu item 152 has been

selected. When this is done, a window 154 displays the currently defined categories. In the illustrated example, these categories include "competitor",

"decision maker", "document type", "market segment", "product", and

"technology"; however, the categories are configurable, and for other

implementations other categories could be defined. The user may press one of

the menu items in menu 156 to create a new category, edit an existing category

or delete an existing category. In the cuπent example, menu item 158 for

editing an existing category is pressed to display the screen shown in Fig. 2C.

As seen in Fig. 2C, to edit an existing category, a screen is

displayed showing the content of the category record. This content includes

the name 132, description 134 and caption 136 of the category. The user is

able to alter the description and caption as desired to redefine the category.

Also seen in Fig. 2C is a menu item 160 identifying the subject matter expert

for the category 160. The subject matter expert for the category is obtained

from field 138 of the category record (Fig. 2A). The subject matter expert for

the category may be changed or removed using the buttons 162 as seen in Fig.

2C.

Also seen in Fig. 2C is a window 164 identifying the category

values for the category being viewed. In the current example, these values . ...

include "fast implementation", "integrate data quickly", "provide fast value",

and "smart sales people"; however, the categories values are configurable, and

for other implementations other category values could be defined. When a category value is selected in window 164, the subject matter expert for that

value is displayed in area 166. The subject matter expert for a value may be

changed using buttons 168. Furthermore, a category value may be added or

deleted, or the category values may be sorted and individual category values

may be modified using buttons 170 associated with window 164.

As illustrated in Fig. 2C, when the modify button 170 is

pressed, a dialog box 172 is generated prompting the user to enter a new value

for the category. In the illustrated situation, the user is being prompted to

modify the value "integrate data quickly". When the user presses the "OK"

button in this dialog box 172, the new value is stored in the category record.

As seen in Fig. 2D, category value modifications can be

propagated throughout the internal databases. Specifically, when a category is

modified in the manner shown above with reference to Fig. 2C, a dialog box

174 is displayed to the user asking the user whether the change that has been

made should be propagated throughout all of the intemal databases, including

those with advocated and those recognized content. This update is important

because content cuπently in the database will be associated category values

that were cuπent at the time the content was created, and will have to be

updated in order for queries using new category values to locate that content.

If the user pushes the YES button 176 in dialog box 174, then all database

records having the old category value will be modified to have the new category value. If the user presses the NO button 178, then this propagation

step will be skipped.

Referring now to Fig. 2E, when a subject matter expert for a

category or value is to be changed, by pressing either the change button 162 or

the change button 168, a dialog box 180 is generated and displayed to the user.

This dialog box 180 includes a list of all persons who have the status of

subject matter expert in the database of user information. A subject matter

expert for a category or for a category value can be chosen from the list in

dialog box 180 to assign a subject matter expert to category or category value.

Referring now to Fig. 3 A, the topic records which store

information for about topics for module 122 can be described. A plurality of

topic records 190 are stored by the knowledge management system, each of

which describes a particular topic. Four topic records are illustrated in Fig.

3 A, one of which is expanded to the show the fields used to describe the topic.

As noted above, topics are types of information, e.g. documents, that are

stored by the system. The concept of aπanging information in a knowledge

database into topics and subtopics was originated by Carl Binder of Binder

Riha Associates. This approach has been adapted and expanded in accordance

with the principles of the present invention to provide automated management

of topics and automated use of topics in the creation and querying for data. The fields that describe a topic 190 include name field 192

providing a name for the topic. This textual name is used to display and

identify the topic in lists such as those described below. A field 194 stores a

hierarchy level for the topic. This established an ordering of the topics and

further establishes topics and subtopics in a hierarchical aπangement that is

useful in identifying a particular topic of interest. A topic is identified by a

hierarchy level in the form of a numeric identifier. A topic with a hierarchy

level of 1 is a major or top level topic. A topic with a hierarchy level of 1.1 is

a subtopic which is the first subtopic to appear under topic 1. A topic with a

hierarchy level of 1.2 is a subtopic that is the second topic to appear under the

topic with hierarchy level 1. A topic with a hierarchy level of 2 is the second

major topic and it appears after the first major topic with hierarchy level 1 in

any list of the topics. This approach is followed for all topics so that all topics

are positioned within a hierarchy of topics and subtopics and are ordered in a

desired fashion.

Topics further have a category list in a field 196. The category

list is a list of those categories which typically relate to the content used in the

topic. The category list is typically a subset of all of the categories defined in

the system. It will be appreciated that a sales report, which is an example of a

first kind of topic, will not have the same categories of content as a

performance review, which is an example of a second kind of topic. For this reason, topics are associated with those categories that will be relevant to the

content found in that topic.

Topic records further include a "used for" field 198. Field 198

includes a sequence of flags for identifying the context in which content for

the topics are created.

An "advocated content" flag 199 indicates the content is

created as advocated content for the organization. Advocated content is

official positions of the organization using the knowledge management

system. Advocated content is typically only created by trusted persons such as

subject matter experts, and has the imprimatur of the organization operating

the knowledge management system, and is intended for use by all members of

the organization as official position of the organization.

A "donations" flag 200 indicates that the topic may be used for

donations of knowledge. Anyone with access to the knowledge management

system may donate knowledge using topics having the flag 200 set.

Knowledge donations may take the form of new information on a competitor

product line, new information on customer needs, customer contacts or other

information. Knowledge donations may also have comments on official

positions on the organization and suggestions for changes therein. Knowledge

donations are routed to subject matter experts for evaluation for determining whether those knowledge donations should be assimilated into advocated

content in the system.

A "disable" flag 201 indicates that the topic described by the

topic record is not usable by any of the users. This flag is used whenever a

topic is cuπently under definition and should not be used by users.

An "allow duplicates" flag 202 indicates whether the topic is of

the sort in which duplicate content should be created. In many contexts,

duplicate content should not be allowed. The allowed duplicates flag is used

to indicate that duplicate content should not be permitted. As will be seen

below, when content is being created, if there is existing content in the same

topic with the same category values, and the topic does not allow duplicates as

indicated by flag 202, then the contributor of the duplicate content is forced to

collaborate with the contributor of the existing content to produce content

reflecting their combined knowledge. In some situations, for example trip

reports, it may be relevant to collect duplicate information having the same

topic and same category values. In this situation, duplicates are allowed and

collaboration is not forced. Definition of a topic includes deciding whether to

allow or disallow duplicates.

A field 204 in a topic definition identifies the subject matter

expert for the topic. The subject matter expert field 204 references a user

information record for a person who is most expert on the topic. The expertise of the subject matter expert for a topic does not relate to the content created

using that topic, but rather the expertise of the subject matter expert relates to

the format of the topic, and the manner in which information should be

inserted into the fields or regions of the topic. It is a unique aspect of the

present invention that subject matter experts relating to form, are separated

from subject matter experts on content, i.e., experts on categories and category

values, so that different kinds of expertise may be brought to bear to the issues

of form and content, both of which relate to a single element of knowledge in

the knowledge base.

A topic record 190 further includes a field 206 for storing

control information used in controlling creation and modification of topic

records. This information is crucial in obtaining an audit record of manner in

which a topic has been created and changed over time. This information is

collected through the Lotus Notes standard information management

architecture, in the present embodiment of the invention which utilizes Lotus

Notes. In other embodiments other auditing mechanisms could be utilized

with similar effect.

A final field of a topic record 190 is a template field 208. The

template field includes text or other data structures describing the format for

the topic. In the case of a topic formatted as text, the template may include

headings and potentially instructions for each section underneath the headings for informing a user of the manner in which content should be inserted

underneath the headings. The headings or fields of a topic may not necessarily

be mandatory or restricted to those found in the template. In the present

embodiment of the invention the template is a free form text document

provided to the user for free form editing once a topic or category value has

been selected by the user. However, in other embodiments, the headings

within the topic and their content may be rigorously controlled in order to the

make the headings inalterable and to require particular content under particular

headings.

Referring now to Figs. 3B through 3E, screen displays in a

Lotus Notes implementation of the present invention for managing topics can

be discussed. As seen in Fig. 3B, in the left column 150 which forms a menu

on the workbench screen, the topics menu item 210 has been selected. In

response to the selecting the topics item, a window 212 is presented to the user

showing the top level topics that are cuπently defined. The top level topics

are identified by reference to the hierarchy level associated with each topic.

Referring now to Fig. 3C, when the user selects a top level

topic in window 212, a second window 214 is presented to the user showing

subtopics beneath the top level topic. The user is then able to select a subtopic

in window 214 or select a top level topic in window 212. In either case, the user may press one of the new, edit or delete menu items 216, 218 or 220,

respectively, to create a new topic, edit an existing topic or delete a topic.

Referring now to Fig. 3D, the creation of a topic can be

understood. When the user presses the new button 216 in the screen showing

Fig. 3C, the screen shown in Fig. 3D is created to permit generation of the

topic. In the screen shown in Fig. 3D, there is a field 192 for entering the

name of the topic, a field 194 for storing hierarchical information for the topic,

and a field 196 for identifying parent topics for the topic. A field 198 is used

to set or clear the flags described above with reference to Fig. 3 A. A field 204

is used to identify subject matter expert for the topic in the manner described

above. Finally, field 208 is used to store a template for the topic.

Referring to Fig. 3E, the information for a specific topic

"competitive overview" is shown. Here is can be seen that "competitive

overview" is a hierarchy level 5.1 topic, indicating that is the first subtopic of

the fifth top-level topic. Its parent topic is "competitive information and

strategy". The categories relevant to the "competitive overview" topic which

have been selected (by pushing button 222) include "competitor", "market

segment" and "product".

As can be seen in area 198 of Fig. 3D, the "competitive

overview" topic is used for advocated content and knowledge donations.

Duplicates are not allowed. As seen in area 204 of Fig. 3D, a subject matter expert has been

identified for the "competitive overview" topic, and as seen in area 208, a

template has been created. This template provides four headings for content

produced in this topic. These headings are "company overview", "financial",

"feature function", and "how to win". These fields define information of

interest about a competitor.

Referring now to Fig. 4A, the record structure maps 109, 110

can be described. As noted above with reference to Fig. 1 , a record structure

map defines the structure of compatible or external database. Specifically, a

record structure map provides a map between topics and categories defined

internally of the knowledge management system, to fields of compatible or

external databases. There are multiple record structure maps 109, 110, one for

each database utilized the knowledge management system. Four record

structure maps 109, 110 are shown in Fig. 4A, with one expanded to the show

the fields contained therein.

The fields of a record structure map 109, 110 include a text

field 230 containing a short description for the record structure map and text

field 232 containing a longer description of the record structure map. These

text fields are used when the record structure map is being edited to identify

the record structure map. A field 234 identifies the kind of information in the database

described by the record structure map. The database may be identified as

advocated or recognized. An advocated database is one that contains official

statements of company policy, for example official positions generated by

trusted persons. A recognized database is one that contains data that may be

useful but is not necessarily accepted as an official position of the organization

utilizing the knowledge management system.

The subsequent fields are used to locate fields in the compatible

or external database. Specifically a field 236 identifies the field of the

database which identifies the author of content. A field 238 identifies a field

in the database which identifies the title for the content. A field 240 identifies

the field in the database containing an abstract for the content.

A field 242 identifies those topics of the knowledge

management system which have relevance to the content found in the

database. The database associated with the record structure map may not

comply with the formats of the relevant topics identified in field 242, but may

have similar content in a different format, and therefore should be retrieved

when the topics identified in field 242 are retrieved. This is the purpose of the

topic list in field 242.

Fields 244 in a record structure map identify categories of

relevance to the data in the database associated with the record structure map. Each field 244 identifies a category and identifies a field in the database to

which that category is associated. Searches that are directed to particular

categories thus will select records from the database using the field identified.

Record structure maps further include a selection formula in

field 246. The selection formula is used to make an initial selection of content

of relevance from the database. A selection formula permits only a subset of

records in the database to be utilized in connection with the knowledge

management system, so that iπelevant records in the database may be ignored

by the knowledge management system.

A final field 248 in a record structure map identifies a manager

for the database. This field identifies the servers where the database is located,

and is used in directing a query to the database in an appropriate manner. It

will be noted that the servers may be local Lotus Notes connected servers,

Lotus Notes compatible servers at other locations such as client locations, or

servers in other public areas such as connected via the Internet.

Referring now to Fig. 4B, the manner in which record structure

maps are created and edited can be explained. As seen in Fig. 4B, in the left

hand column 150, the databases menu item 260 has been selected. In

response, in window 262 is displayed showing those databases accessible to

the knowledge management system. Some of the databases identified in

window 262 are internal databases, some are compatible databases and some are external databases. For example, the KC donations and KC discussion

databases are both internal databases. The Prevail Opportunity Manager

database is a compatible database that uses Lotus Notes. The KM News via

Yahoo! database is a compatible Lotus Notes database containing links to

Internet content.

After a database is selected in window 262, the database may

be edited by pressing the edit menu item 264. Further, a new record structure

map for a new database may be added by pushing the new menu item 266.

Record structure maps for databases may also be deleted by pressing the delete

menu item 268.

Referring now to Fig. 4C, a record structure map is displayed

when a new database is added or an existing compatible or external database is

edited. In the screen of Fig. 4C, the record structure map for the "opportunity

manager" compatible database is being edited. Fields 230 and 232, which

store text descriptions of the database, can be seen. It can also be seen that the

"opportunity manager" database is an advocated database as reflected in field

234. The author of content in this database, is identified by the "SalesRep"

field, the title of content is found in the "OppName" field and the abstract for

"opportunity manager" content is found in the "ViewSubjectOpp" field. The

topics relevant to this database are shown in window 242. The only selected

topic is the "opportunities" topic, indicating that information in the "opportunity manager" database is relevant only to the opportunity topic in the

knowledge management system.

As seen at 244, three categories have been mapped to the

"opportunity manager" database. Specifically, the "competitor" category is

mapped to the "competitors" field in the "opportunity manager" database. The

"product" category is mapped to the "products" field and the

"market_segment" category is mapped to the "industry" field. As seen at 246,

a selection formula is applied to the "opportunity manager" database to select

only those records using the form "OPPORTUN". Field 248 indicates that the

"opportunity manager" database can be accessed at the servers named

prevail_devcenter_servers and prevail_devcenter_designers.

Referring now to Fig. 4D, when a user presses button 249 to

edit the category mappings shown in area 244, a window 250 is presented. In

this window a left column 150 identifies categories defined in the knowledge

management system and a right column 254 identifies the names of fields in

the database associated with the record structure map. The user may use a

cursor to select a category in window 252 and a database field in window 254,

and then push the add button 256 to add a category mapping which will be

displayed in window 258. The remove button 260 may also be used to lemove

category mappings from those previously defined and shown in window 258. Referring now to Fig. 4E, after a user has completed adjustment

of category mapping using window 250 in Fig. 4D, and presses the OK button

in window 250, then a second window 262 is displayed as shown in Fig. 4E.

In this window, fields of the database associated with the record structure map

are shown in a window 264, and values for those fields to be inserted into

those selection criteria are displayed in window 266. The user may select a

field in window 264 and type in value in window 266 then press an operator

button 268 to create a selection criterion. Selection criteria are shown in

window 270. To identify the boolean relationships between the selection

criteria, operator button 272 may be used to indicate whether an "or" or "and"

or "not" operator should be applied to the selection criteria, and whether to

insert parenthesis to group selection criteria in an appropriate manner.

Referring now to Fig. 5A, the information stored in a viewpoint

definition used by viewpoint module 124 of Fig. 1 can be explained. There

are multiple viewpoint definitions, one for each viewpoint used by users when

interacting with the knowledge management system. Four such viewpoints

280 are shown in Fig. 5 A, one of which is expanded to show the specific fields

included in defining a viewpoint.

A viewpoint definition has a first text field 282 for providing a

name for the viewpoint, a second text field 284 for providing a description of

the viewpoint and a third text field 286 for providing a short description or caption for the viewpoint. These three fields are used in identifying the

viewpoint as will be seen below with reference to Figs. 5B through 5D.

Also included in a viewpoint definition is a category list 288, a

database list 290 and a topic list 292. The categories in the category list 288

are the categories relevant to the viewpoint, i.e. the categories which should be

displayed to the user as default when the user utilizes the viewpoint to create a

query or to donate content to the knowledge management system.

The database list in field 290 identifies the databases that are

relevant to the viewpoint and should be the recipients of content created by the

user.

The topic list in field 292 identifies the topics relevant to the

viewpoint which should be presented to the user when using the viewpoint.

Referring now to Fig. 5B, the manner in which viewpoints are

created and edited can be understood. As is seen in Fig. 5B, when the

viewpoint menu item 300 is selected in the left column 150, a window 302 is

generated identifying the cuπent viewpoints that are defined by the knowledge

management system. The user then presses one of the new, edit or delete

menu items 304 to create a new viewpoint, edit an existing viewpoint or delete

a viewpoint.

Referring now to Fig. 5C, when the user chooses to edit or

create a new viewpoint, a viewpoint definition window 306 is presented. This viewpoint definition window includes fields 282, 284 and 286 for providing a

name, description and caption for the viewpoint. It further includes a field 288

for defining categories associated with the viewpoint. The user may press a

button 308 to produce a pop down list of categories within which categories

may be selected to be included in the list 288.

Window 306 further includes a field 290 identifying the

databases relevant to the viewpoint. The user may press a button 310 to

produce a list of databases within which additional databases may be selected.

Referring now to Fig. 5D, when the user selects a menu item

312 in window 206 shown in Fig. 5C, a lower portion 314 of window 306 is

expanded as shown in Fig. 5D to permit configuration of topics for the

viewpoint. In this lower portion 314 a first window 316 shows a list of major

topics cuπently defined in the knowledge management system and a second

window 318 shows those topics which are cuπently selected. Topics in

window 316 may be added to the list in window 318 by pressing a button 320

when the topic is selected in window 316. Topics may be removed from the

list in window 318 by pressing a button 322 when the topic is selected in

window 318.

Referring now to Fig. 6 A, the format of user records can be

understood. User records are utilized in selecting viewpoints for a user and in

creating content produced by a user. There are plurality of user records, three user records 330 are shown in Fig. 6A, one of which is expanded to show the

content of a user record.

The fields of a user record include fields 332, 334, 336, 338

and 340 for storing a user's name, address, city, state and zip code,

respectively. The fields further include fields 342 and 344 for storing a user's

telephone and facsimile number. The fields further include a field 346 for

storing an email address for the user, and a field 348 for storing prior or legacy

telephone numbers for the user. A field 350 identifies whether the user is a

user of the knowledge management system, as opposed to a user of other

unrelated Lotus Notes systems. Field 352 identifies the department of the user

in field 354 identifies the role or title of the user.

Field 356 identifies particular information about the user

relevant to the interaction with the knowledge management system.

Specifically, field 356 identifies the manner in which the user is permitted to

interact with the knowledge management system. Field 356 includes flags

identifying each of the kinds of interaction the user may have with the

knowledge management system.

An advocate flag 358 indicates that the user is a trusted party

and able to create advocated content for insertion directly into the knowledge

management system. When content is created by a user who is not an advocate, this content is reviewed by subject matter experts as discussed

below with reference to Fig. 9A.

Author flag 340 in field 356 indicates whether the user is an

author, able to suggest content to an advocate for inclusion in the knowledge

management system in the manner described below. This flag is used to allow

only certain users to make donations.

Reader flag 362 in field 356 indicates whether the user is a

reader able to read content in the knowledge management system. A reader

can also donate content in the manner described below.

Flag 364 indicates whether the user is a subject matter expert

charged with reviewing content or formats within the system.

Flag 366 indicates whether the user is an architect of this

system, i.e. is permitted to modify system, more particularly, modify user

settings and other database definitions.

Flag 368 indicates whether the user is a publisher permitted to

place content in the knowledge management system.

Field 370 indicates whether the user is a reviewer charged with

reviewing donated content for approval prior to addition to the knowledge

management system. Field 372 indicates that the user is a debugger charged with

evaluating the knowledge management system for stability and coπect

operation.

A field 374 of the user record 330 indicates a feedback

frequency that the user is to receive. This field can have three values of

immediate, once per day, and never. The user will receive updates on content

donations and other information, particularly feedback on content the user has

authored, generated using the knowledge management system with the

feedback frequency designated in fields 374.

A field 376 identifies a default viewpoint for a user. When the

user searches for, discusses or donates content in the knowledge management

system, the default viewpoint identified in field 376 is used by the user. It will

be appreciated that the approach of associated each user with a default

viewpoint allows the knowledge management system to have maximum

flexibility to adapt to the needs of individual users. However, in a given

organization it may be found that all users in particular organizations, for

example all field sales personnel, may naturally have a common viewpoint. If

this is the case, the knowledge management system may be configured to

automatically assign a default viewpoint to users in certain parts of the

organization, e.g., all persons with a given title are assigned the same default

viewpoint. Such an approach can, of course, also be implemented manually by assigning default viewpoints appropriately when users are defined, but an

automatic assignment of viewpoint may offer beneficial efficiencies.

Field 378 identifies other default options as will be elaborated

below.

Field 380 identifies skills held by the user, such as

programming languages known, product line familiarity and other skills of

interest to the organization utilizing the knowledge management system.

Fields 382 and 384 provide additional information on the user

such as an alternate email address for the user and personal information.

Referring now to Fig. 6B, creation and use of user information

in the workbench screen can be understood. As seen in Fig. 6B, when the

"users" menu item 370 is selected in the left column 150, a window 372 is

produced showing the names of users cuπently defined in the knowledge

management system. The user may then press one of the new, edit and delete

menu items 374 to create a new user definition, edit an existing user definition

or delete an existing user definition.

Referring now to Fig. 6C, when a user definition has been

created or edited, a window 374 is displayed to facilitate viewing and editing

the user information. This screen includes fields 332, 334, 336 and 340 for

identifying address information for the user. Further fields 342, 344 identify

telephone and facsimile numbers of the user. The user's email address and legacy telephone number are identified in fields 346 and 348. Also included

are the flags in field 350, indicating whether the user is a knowledge

management system user. Fields 352 and 354 indicate the department and role

or title of the user, and fields 380, 382 and 384 identify skills and alternate

email addresses and personal information for the user.

Field 356 defining roles for the user includes check boxes for

each of the flags in field 356 defining the roles that are discussed above with

reference to Fig. 6A. Field 374 includes three radio buttons for identifying the

feedback notification to be provided to the user as discussed above. Field 376

indicates the default viewpoint of the user for discussing, donating or

searching for content in the knowledge management system, as discussed

above. Fields 378 identify other default options such as default search type

(indicating the search methodology to be used by the user), prefeπed

categories (indicating that categories that the user prefers to use in searches),

and the default search options (such as how search results are to be sorted

when presented to the user).

Referring now to Fig. 7A, the information stored in content

information records 103 A can be understood. There are a plurality of content

information records as seen above with reference to Fig. 1. Five such content

information records are shown in Fig. 7A, one of which is expanded to show

the fields which are included in such a record. The fields of the content information record include a plurality

of fields 390 each of which stores a category and category value that has been

associated with the content. Two such fields 390 are shown in Fig. 7 A.

Content information records also include an index field 392

storing indices for the content utilized by the database management system for

locating the content. A further field 394 identifies a topic for the content,

which was chosen when the content was created.

Various fields are used for reviewing the content. These

functions are provided by Lotus Notes and are incorporated into the

knowledge management system according to principles of the present

invention. Field 396 stores various metrics for the content including statistics

on the extent to which the content has been used and review statistics by users

who have used the content and provided the review. Field 398 identifies

reviewers who are to review the content and evaluate its merits. Field 400

includes status creation and modification information that can be used to audit

the generation and editing of the content. Security information in field 402 is

used to control changes to the content and permit revision and access only to

those parties who should have such access. A final field 404 specifies an

expiration date for the content, which allows content that is time sensitive to

be eliminated from the system automatically after its usefulness has expired, and also allows the system to inform authors of pending expiration of content

they have authored so that it can be updated.

Referring now to Fig. 7B, a template for a document is shown.

The headings for various sections of the document including "company

overview," "financials," "feature function" and "how to win" can be seen in

the template. The template has as yet not been filled out.

Utilizing Lotus Notes functionality, or the similar functions in

other database management software, content information for a document may

be retrieved and reviewed. In the Lotus Notes environment illustrated in Fig.

7B, this is done by pressing the button 406 seen in Fig. 7B. When the content

information is displayed, the screen shown in Fig. 7C is presented to the user.

In this screen the category and value information in field 390 can be seen

along with the indexing information 392 and the topic 394. Additional fields

for" document metrics 396, reviewers 398 and document status 400 also appear.

These later fields are included in the standard Lotus Notes development

package and are managed by Lotus Notes. Fig. 7C also illustrates an

expiration date in field 404 associated with the document.

Referring to Fig. 7D, security information for content can be

seen in a field 402. The content information includes a list of allowed editors

for the content in an area 408, and a sequence of radio buttons in an aieu 410

indicating which users are allowed to access and view the content. Access may be limited to internal access, in which case only those users in the

organization which owns the knowledge management system may access the

content. Access may be extended to a partner level, in which case user in

partner organizations such as sister companies of the organization using the

knowledge management system may have access to the content. Access may

be further extended to customers in which case all potential or cuπent

customers of the organization may view the content. Access may also be

made public, in which case any user having access to the knowledge

management system may view the content. Access may also be limited to

specific groups of individuals which permits a finer level of control and access

to the content. All of these access functions are also provided through Lotus

Notes standard development package.

In use, the knowledge management system described in the

proceeding Figs, facilitates access to and creation and cataloging of

knowledge. Referring now to Fig. 8, to access these functions, a top level

menu screen presented to the users of the knowledge management system. At

this menu screen the user may select from a number of different functions

utilizing the knowledge management system.

These functions include dashboard functions used in

configuring the knowledge management system, accessed through a button

500 on the main screen display. These functions further include a search function accessed

through button 510 on the main screen display and invoking the search

functions described below with reference to the Figs. 10A through 10B.

A browse function accessed through button 512 is used to

review records in an less formally structured manner.

An expert locator function accessed through button 514 is used

to identify subject matter experts or other experts known to the knowledge

management system as described below with reference to Figs. 12A through

12E.

An author support function accessed through button 516 on the

main screen invokes functions to support the authoring of new content to

insert into the knowledge management system, as described below with

reference with Figs. 9A through 9E.

A knowledge donation function accessed through button 518 on

the main screen and is used to donate content to the knowledge management

system for subsequent review and inclusion in the knowledge management

system as is also described below with reference to Figs. 9A through 9E.

A discussion function accessed through button 520 is used to

initiate or join discussions on categories of interest utilizing the knowledge

management system. The use of discussions is elaborated below with

reference to Figs. 1 1 A through 1 lC. Finally, a profile function accessed through button 522

permitting direct access to user information records for individual users.

Referring now to Fig. 9 A, use of the author support and

knowledge donation functions can be discussed. These functions are invoked

at the main screen by selecting the author support or donation buttons in step

530. In response, when author support is chosen, the user's profile is evaluated

to determine whether the user is marked as an "author". If so, the screen

shown in Fig. 9B is displayed to the user. This screen includes buttons for

invoking various functions for authoring documents. (The "workbench"

button is used to access the various screens discussed above for configuring

the system. Note, however, that if the user's profile does not indicate that the

user is a "architect", the user is not permitted to access the "workbench"

functions.) In a first step in creating a new document, the author or donator

selects create button 532 in Fig. 9B in step 534.

If the user is not marked as an "author", the user is prevented

from authoring content, and may not enter the "author support" window shown

in Fig. 9B. The user may, however, donate content by pushing the donate

button 520 shown in Fig. 8, as seen at step 535 in Fig. 9A.

If the user presses the "create" button 532 in Fig. 9B, or the

"donate" button 520 in Fig. 8, a window is displayed similar to window 536

shown in Fig. 9C. This window identifies topics and subtopics which may be created by the user. The user then proceeds in step 538 to select a topic or

subtopic from window 536. As can been seen in Fig. 9D, when a topic is

selected in window 536, a list of subtopics is displayed in window 536 and a

subtopic can be selected as shown in Fig. 9D.

After a topic has been selected for the content to be created, the

OK button in window 536 is pressed, completing the selection of the topic and

subtopic. At this point, a window 540 is displayed as is shown in Fig. 9E. In

this window, the user will select category values for those categories relevant

to the topic (step 542 of Fig. 9A). As is noted above, topics are associated

with categories of relevance to the topic. These categories are displayed in

window 540 to the user so that the user may chose category values for those

categories relevant to the topic. In the example displayed in Fig. 9E, the

relevant categories are "competitor", "market_segment" and "product". The

user can select one or more values for each of one or more categories.

After the user completes selecting category values for the

categories using window 540 of Fig. 9E, in step 546 (Fig. 9 A) the knowledge

management system evaluates the selected categories to determine whether

there is an existing matching topic having the same category values. If so,

then in step 548, the topic record for the topic is evaluated to determine

whether duplicates are disallowed, by referencing flag 202 in the topic record.

If duplicates are disallowed, then in step 550, the existing matching topic is displayed to the user so that the user may use the existing matching topic and

edit or comment upon it.

If there is no existing matching topic with the same category

values in step 546, or duplicates are not disallowed, then in step 552, the

template stored in the topic record for the selected topic is used to create a new

document in the form generally seen in Fig. 7B. The new document is filled

with appropriate document properties to identify the category selected by the

user, the user's name, indexing values and other information that can be

generated based on the topic and category values. Thereafter, in step 554 the

new document is displayed to the user for editing.

After an existing or new document has been displayed to the

user for editing and the user wishes to save the content created, in step 556 it

is determined whether the user is donating knowledge or is an author

permitted to author new content for immediately inclusion in the knowledge

management system. If the new content is a donation, then in step 558 the

new content produced by the user is stored separately from approved content

so that it may be reviewed by the subject matter experts for the topic and

category or category value associated with the content. Electronic messages

are delivered to the subject matter experts for the topic, category and/or

category values selected for the new content. The subject matter experts will

then proceed to review the document. After this review, if the content is approved, it will be moved to join other content in the knowledge management

system that is accessible to all users. In the present embodiment, this is done

by a subject matter expert, by cutting and pasting the content to a newly-

authored document. In other embodiments the migration of content to the

knowledge management system may be automated in an appropriate fashion.

If the new content was created using the author support

functions, the user is able to add content directly to the knowledge

management system; in this case, in step 562, the new content created by the

user is stored in the database for immediate viewing by others via the

knowledge management system.

If the new content was created using the donate function, before

the new content is included in the knowledge management system, in step 558

the new content is stored separately for review, as discussed above. If,

however,

Referring now to Fig. 10A, the process for searching for

content can be understood. To initiate this process, in step 570 a search button

510 is selected in the main menu of Fig. 8. Subsequent to this step, in step

572 the user's information record is used to select a default viewpoint for the

user's search. In step 574, the search window shown in Fig. 10B is displayed

using the user's default viewpoint. In the search window the cuπently selected

viewpoint is identified in field 576. The cuπently selected viewpoint is also used to derive search parameters in fields 578 such as the sorting order,

number of documents to return, whether exact word matches are required and

whether a thesaurus will be used to look up synonyms search terms. The

topics for the search in area 580 and the categories to search in area 582 are

also chosen using the viewpoint selected in areas 576.

In step 584 of Fig. 10A, the user first confirms the viewpoint or

selects a new viewpoint for searching. Since the viewpoint defines many of

the other search parameters, the user will select a viewpoint prior to defining

other search parameters. This process permits most of or all of the search

parameters to be selected automatically based on the viewpoint selected for the

search.

After selecting an appropriate viewpoint, the user reviews the

search parameters in areas 578, 580 and 582 to confirm the searches is as

desired. Specifically in step 586 of Fig. 10A, the user may select different

topics for searching, chose different categories for searching or change the

search parameters in area 578. After this process is done, then in step 588 the

user selects one specific topic or subtopic to search and in step 590, the user

selects one or many category values for the search. When the search has been

completely defined, in step 592, the user executes the search by pressing

button 594 shown in Fig. 10B. The search is then performed by selecting only

that content matching the topics and categories that are identified by the user. Referring now to Fig. 11 A, the process for initiating or joining

a discussion can be understood. As the first step, the discussion button 520 on

the main screen (Fig. 8) is selected in step 600. This causes the screen shown

in Fig. 1 IB to be displayed. In a window 602 of this screen, the user is invited

to select categories for the discussion being created or joined. The categories

that are presented in window 602 are selected based upon a viewpoint

identified in a pull down box 604. The user may change the viewpoint by

pulling down a menu of additional viewpoints in box 604. This permits the

user to choose a viewpoint for the discussion in step 606 in Fig. 11 A. Then, in

step 608 of Fig. 11A, the user selects categories values from those categories

which are displayed in window 602.

After the user has chosen the category values for the discussion

that has been created or joined, the knowledge management system in step 610

evaluates all of the existing discussion to determine if there is an existing

discussion with matching category values. If so, then in step 512, the existing

discussion is displayed to the user so that the user may join or review the

existing discussion. If there is no existing discussion with the same category

values, then in step 614 a discussion template may be used to create and

display a new discussion on those category values.

It will be appreciated that the foregoing approach to managing

discussions is far more flexible than traditional newsgroup discussions. Specifically, because a discussion is associated with potentially multiple

category values when the discussion is initiated, the discussion can be found

by users searching for any one of those category values. Thus, rather than

forcing all discussions to be rigidly associated with a single theme, as is done

in newsgroups, discussions managed in accordance with principles of the

present invention are fluid and can be found and joined by users based on

various different themes that are pertinent to the discussion.

The display of a discussion is illustrated in Fig. 1 lC. The

discussion is aπanged in threads, as is used in other discussion formats.

Discussions may be viewed by author, date or subject matter.

Referring to Fig. 12 A, expert locator functions of the

knowledge management system can be explained. Expert locator functions are

initiated in step 620 by pressing the expert locator button 514 in the main

screen of Fig. 8. This causes display of the screen shown in Fig. 12B. This

screen includes radio buttons 622 and 624 that allow the user to locate an

expert using topics or locator and expert using categories. In Fig. 12B, the

radio button 622 has been selected, to locate subject matter by topic. When

this is done, window 626 displays topics cuπently defined in the knowledge

management system. When a topic is selected in this window 626, the

associated subject matter expert is identified in area 628. By pushing the

profile button 630, a profile derived from the user information for the subject matter expert can be displayed for the user. In this way in step 632 of Fig.

12 A, a subject matter expert may be located using topics.

As seen in Fig. 12C, when radio button 624 is invoked, a

subject matter expert is located by category. Specifically, when radio button

624 is invoked a list of all of the defined categories in the knowledge

management system are listed in area 632. The user may then select category

values of interest and depress the find button 634. Doing so causes the

knowledge management system to identify subject matter experts having

expertise in the selected categories. In this way, the subject matter expert may

be located using category values of interest in step 636 of Fig. 12A.

Referring to Fig. 12D, by depressing the authors button 638, an

author of content may be located. This approach to finding an expert is an

alternative to locating designated subject matter experts. When button 638 is

pressed, the user is allowed to choose a topic or category value. Then, a

window 640 is displayed listing all of those individuals in the knowledge

management center who written content relating to the selected topic or

category value. By selecting one of these authors, a profile of the author can

be displayed. In this way, a subject matter expert can be located by locating

authors in step 642 of Fig. 12 A.

A final approach to locating an expert is shown in Fig. 12E. In

this approach, the profile button 644 is depressed producing windows in areas 646, 648, and 650 in which the title and/or skill set and/or keywords of a

experience description for the desired expert can be entered. All individuals

matching these criteria can be found by pressing find button 652. In this

manner an expert may be located by identifying title, skill sets, or other user

profile items in step 654 of Fig. 12 A.

After locating an expert in any of the above manners, the expert

profile is displayed allowing the user to initiate an email or chat with the

located expert, as identified in step 656 in Fig. 12 A.

Referring now to Appendix A attached to this patent

application, it is an aspect of the present invention to configure a knowledge

management system in a manner that is appropriate for the content produced

and used by a given organization. Appendix A is a questionnaire that can be

used to determine the knowledge management needs of an organization, and in

particular to identify topics and categories and user definitions for an

organization to make best use of a knowledge management system in

accordance with the present invention. The present invention thus

encompasses the method of collecting information on the personnel,

management structures, activities and content created and used by an

organization, and then configuring topics, categories and other data structures

of the form described above to fit the personnel, management structures,

activities and content created and used by the organization. While the present invention has been illustrated by a

description of various embodiments and while these embodiments have been

described in considerable detail, it is not the intention of the applicants to

restrict or in any way limit the scope of the appended claims to such detail.

Additional advantages and modifications will readily appear to those skilled in

the art.

For example, while in the preceding description content items

are created and retrieved in units of the same size, this need not be the case.

For example, a single document or file created by a user may be broken into

multiple parts, each of which is a content item, and categories and category

values and/or topics may be assigned to each of the multiple content items

which form the parts, so that individual content items may be retrieved by a

user rather than all of the content items assembled together. "Content item"

thus refers to any separately retrievable item of content, and need not be a

complete document or file that may contain multiple content items.

The invention in its broader aspects is therefore not limited to

the specific details, representative apparatus and method, and illustrative

example shown and described. Accordingly, departures may be made from

such details without departing from the spirit or scope of applicant's general

inventive concept.

What is claimed is:

collaborative com puting company

May 28, 1999

Contact: Denise Holz

Copyright 1999 Synergistics, Inc. All rights reserved.

5δ Table of Contents

Overview 1

Strategic Goals 1

The Knowledge Management Project 2

Infrastructure 2

People 3

Process 3

Information 4

Questions for Information Receivers 5

Questions for Information Providers 7

Overview

Synergistics, Inc., an IBM Partner in Development and Lotus Alliance Level Business Partner, is pleased to provide this Prevail Knowledge Center™ Project Profiler, a comprehensive survey designed to guide organizations in assessing the impact and scope of deploying a Knowledge Management solution to further company revenue objectives.

By completing this document you should be able to:

• Assess your organization's high-level knowledge imperative

• Identify high-impact areas of focus for Prevail Knowledge Center™ deliverables

• Build an explicit process for Knowledge Management in the organization - in support of, and associated with, fundamental business processes

• Determine points of leverage in your organization's technology infrastructure

• Understand potential leadership and cultural enablers/inhibitors, and build action plans for resolving issues

• Establish key roles and responsibilities for successful Prevail Knowledge Center™ deployment and adoption

• Plan a series of deployments which will incrementally bring the organization closer to its high- level knowledge imperative

Strategic Goals

1. What must your Prevail Knowledge Center™ project accomplish to be successful — what is your primary business need or problem?

2. To what extent do you want to improve your organization's ability to read, browse, study, and apprentice?

To what extent do you want to improve your organization's ability to reuse, discover, optimize, and mine?

4. To what extent do you want to improve your organization's ability to problem-solve, strategize, coordinate, and mass customize?

5. To what extent do you want to improve your organization's ability to chat, brainstorm, conference, and network?

Copyright Synergistics, Inc. Page 1 of 1 Prevail Knowledge Center™ Proprietary and Confidential 07/24/99 ; Project Profiler The Knowledge Management Project

1. Are there currently any Knowledge Management initiatives underway at your organization? If so, please describe.

2. Have any Knowledge Management projects or roles been initiated, then discontinued in your organization?

What return do you expect from a Knowledge Management deployment? Has funding been allocated for the project?

Who in your organization will be working on the project from a definition perspective? What is the level of decision-making authority of the team? Is there a committed executive sponsor?

5. What are your timeframe expectations/constraints?

Infrastructure

1. Describe your current technology infrastructure for document or knowledge management.

2. Provide a high-level perspective on the media (paper, CD-ROM, hard drive, Web/intranet, email, Lotus Notes, etc.) used most often to share knowledge in your organization.

3. To what extent do your operational systems support decision support - management reporting for more-informed business decisions?

Copyright Synergistics, Inc. Page 2 of 2 Prevail Knowledge Center™ Proprietary and Confidential 07/24/99 ; Project Profiler People

1. How many people will be using the Knowledge Management product? In what functional area(s) - sales, marketing, human resources, R&D, engineering & development, manufacturing, logistics, etc.?

Describe the Knowledge Culture in your organization. Are employees rewarded for publishing and sharing information with others? Are subject matter experts recognized as such? Are problems discussed openly and "lessons learned" from mistakes shared? Will your current culture support or undermine the proposed project?

3. Do you expect establish/augment specific knowledge roles which will continue beyond the completion of the Knowledge Management project?

How do sales people become knowledgeable now? (about products, competition, market, sales strategy, customer needs, etc.)

Process

1. Describe your current process(es) for distributing information to receivers.

2. Describe how knowledge is gathered, stored and categorized in your organization.

3. Describe how ideas, examples, customer issues, etc. are communicated from the "field" to the "home office" for escalation and action.

4. Are the organization's measures based purely on data from operational systems, or are there also metrics for process improvements, innovation, competency, employee productivity, and customer responsiveness? What new behaviors must your leaders exhibit to communicate a shift from valuing individual to collective knowledge?

Copyright Synergistics, Inc. Page 3 of 3 Prevail Knowledge Center ^M Proprietary and Confidential 07/24/99 Project Profiler information

1. Provide some examples of mission-critical that is developed in the "home office" that must be more-efficiently distributed to the "field"

2. Provide some examples of mission-critical that is developed in the "field" that must be more- efficiently shared among employees

Copyright Synergistics, Inc. Page 4 of 4 Prevail Knowledge Center ^M Proprietary and Confidential 07/24/99 Project Profiler Questions for Information Receivers

1. What specific topics or types of information do you need to do your job? (i.e. case studies, competitor information, research documents, etc.) How would you organize these topics?

2. How often is the information you need not readily available to you and why?

3. How often is the information you need available but obsolete?

4. Where do you go now for that information?

5. Is there a format for the information that you prefer? (i.e. MSWord, Web pages, Lotus notes, PowerPoint, Newsletters, etc.)

6. How do you search for company-internal information?

7. How do you search for external information?

8. Who do you call for help when you can't find information you need?

1

Do you consistently use any Web sites to help you do your job? Please list some of the specific Internet sites (i.e. www.yahoo.com. etc).

Copyright Synergistics, Inc. Page 5 of 5 Prevail Knowledge Center™ Proprietary and Confidential 07/24/99 ; Project Profiler 10. Where is the "official" company list of Products? Competitors? Industries? Other?

11. Can you give an example of a time that you would have been more effective or successful if you had the right info at the right time? .

12. Please list five or more subject matter experts that you deal with on a regular basis.

13. In what areas are you considered a knowledge expert? (Don't be shy)

14. How do you differentiate knowledge from information? (In your own words)

15. Does your organization encourage knowledge acquisition? (Knowledge acquisition is the exercise to attain knowledge through training, mentoring, sharing, reading, etc.)

16. How do you acquire knowledge?

Copyright Synergistics, Inc. Page 6 of 6 Prevail Knowledge Center™ Proprietary and Confidential 07/24/99 ; Project Profiler Questions for Information Providers

1. How do you share what you know with others?

2. When you get calls for information today, what are the requesters typically asking for?

3. To what extent do you share knowledge with others outside of your geographical area?

4. Please provide an inventory of the information you share:

T ^"

Copyright Synergistics, Inc. Page 7 of 7 Prevail Knowledge Center Proprietary and Confidential 07/24/99 - Project Profiler

Claims

Claims

1. A method of authoring a content item in a knowledge

management system, the method comprising:

(a) receiving user input from a user that specifies an

item format with which to associate a new content item;

(b) presenting to the user a subset of categories from a

plurality of categories based upon the item format specified by

the user;

(c) receiving user input from the user that specifies a

value for a category in the subset of categories with which to

associate the new content item; and

(d) adding the new content item to the knowledge

management system with the specified item format and the

specified category value associated with the new content item.

2. The method of claim 1, wherein receiving user input

specifying the item format, presenting the subset of categories, receiving user

input specifying the category value and adding the new content item are

performed sequentially.

3. The method of claim 1, further comprising: (a) determining, prior to adding the new content item,

whether an existing content item in the knowledge management

system matches the item format and category value specified

by the user; and

(b) if so, displaying such existing content item to the

user for editing in lieu of adding the new content item.

4. The method of claim 1, further comprising, prior to adding

the new content item, obtaining authorization from first and second

responsible entities, the first responsible entity associated with the item format

with which to associate the new content item, and the second responsible

entity associated with a category with which to associate the new content item,

and wherein adding the new content item is performed after authorization is

obtained from the first and second responsible entities.

5. The method of claim 1, further comprising:

(a) displaying to the user a document template

associated with the item format with which to associate the new

content item; and

(b) creating the new content item using the document

template.

6. The method of claim 1, wherein the item format is selected

among a plurality of topics organized into a hierarchical arrangement, each

topic classified based upon the type of content item with which to associate

such topic.

7. The method of claim 1, wherein receiving user input from

the user that specifies a value for a category includes receiving user input that

specifies a value for each category in the subset of categories.

8. The method of claim 1, wherein receiving user input from

the user that specifies a value for a category includes receiving user input that

specifies multiple values for the category.

1 9. A knowledge management system, comprising:

2 (a) a memory; and

3 (b) a program resident in the memory, the program

4 configured to receive user input from a user that specifies an

5 item format with which to associate a new content item, present

6 to the user a subset of categories from a plurality of categories

7 based upon the item format specified by the user, receive user

8 input from the user that specifies a value for a category in the

9 subset of categories with which to associate the new content

10 item, and add the new content item to the knowledge

11 management system with the specified item format and the

12 specified category value associated with the new content item.

10. A program product, comprising:

(a) a program configured to receive user input from a

user that specifies an item format with which to associate a new

content item, present to the user a subset of categories from a

plurality of categories based upon the item format specified by

the user, receive user input from the user that specifies a value

for a category in the subset of categories with which to

associate the new content item, and add the new content item to

the knowledge management system with the specified item

format and the specified category value associated with the new

content item; and

(b) a signal bearing medium bearing the program.

11. The program product of claim 10, wherein the signal

bearing medium includes at least one of a recordable medium and a

transmission type medium.

12. A method of authoring a content item in a knowledge

management system, wherein the knowledge management system includes a

plurality of existing content items, with each content item associated with an

item format and a value of a category, the method comprising:

(a) receiving user input from a user that specifies an

item format and a value of a category with which to associate a

new content item;

(b) determining whether an existing content item in the

knowledge management system matches the item format and

category value specified by the user;

(c) if an existing content item is determined to match,

displaying such existing content item to the user for editing in

lieu of creating a new content item.

13. The method of claim 12, further comprising creating the

new content item if no existing content item is determined to match.

1 14. A knowledge management system, comprising:

2 (a) a memory;

3 (b) a plurality of existing content items resident in the

4 memory, with each content item associated with an item format

5 and a value of a category; and

6 (c) a program resident in the memory, the program

7 configured to receive user input from a user that specifies an

8 item format and a value of a category with which to associate a

9 new content item, determine whether an existing content item

10 matches the item format and category value specified by the

11 user, and display such existing content item to the user for

12 editing in lieu of creating a new content item if an existing

13 content item is determined to match.

1 15. A program product, comprising:

2 (a) a program configured to receive user input from a

3 user that specifies an item format and a value of a category with

4 which to associate a new content item, search a plurality of

5 existing content items in a knowledge management system,

6 each of which associated with an item format and a value of a

7 category, to determine whether an existing content item

8 matches the item format and category value specified by the

9 user, and display such existing content item to the user for

10 editing in lieu of creating a new content item if an existing

11 content item is determined to match; and

12 (b) a signal bearing medium bearing the program.

16. A method of authoring a content item in a knowledge

management system, the method comprising:

(a) receiving a donated content item to the knowledge

management system, with the donated content item associated

with an item format and a category that classifies at least a

portion of the content of the content item;

(b) forwarding the donated content item to a first

responsible entity associated with the item format associated

with the donated content item to obtain authorization

therefrom;

(c) forwarding the donated content item to a second

responsible entity associated with the category associated with

the donated content item to obtain authorization therefrom; and

(d) accepting the donated content item into the

knowledge management system after obtaining authorization

from both of the first and second responsible entities.

17. The method of claim 16, wherein receiving the donated

content item includes marking the donated content item as unadvocated and

wherein accepting the donated content item incoφorating the donated content

item in a content item marked as advocated.

18. The method of claim 16, wherein receiving the donated

content item includes storing a copy of the donated content item in an

unadvocated database, and wherein accepting the donated content item

includes storing a copy of the donated content item in an advocated database.

19. The method of claim 18, wherein accepting the donated

content item further includes removing the copy of the donated content item

from the unadvocated database.

20. The method of claim 16, wherein forwarding the donated

content item to the first responsible entity includes notifying the first

responsible entity of the donated content item via an electronic message.

21. The method of claim 16, wherein the donated content item

is further associated with a value of the category that further classifies at least

a portion of the content of the content item, wherein the method further

includes forwarding the donated content item to a third responsible entity

associated with the value of the category associated with the donated content

item to obtain authorization therefrom, and wherein accepting the donated content item is performed only after obtaining authorization from the third

responsible entity.

22. The method of claim 16, wherein the first and second

responsible entities are different users of the knowledge management system.

23. The method of claim 16, further comprising locating a

responsible entity among a plurality of responsible entities by performing a

search having a search criteria that specifies at least one of an item format and

a category.

1 24. A knowledge management system, comprising:

2 (a) a memory; and

3 (b) a program resident in the memory, the program

4 configured to receive a donated content item, with the content

5 item associated with an item format and a category that

6 classifies at least a portion of the content of the content item,

7 forward the content item to a first responsible entity associated

8 with the item format associated with the donated content item

9 to obtain authorization therefrom, forward the content item to a

10 second responsible entity associated with the category

11 associated with the donated content item to obtain authorization

12 therefrom, and accept the donated content item after obtaining

13 authorization from both of the first and second responsible

14 entities.

1 25. A program product, comprising:

2 (a) a program resident in the memory, the program

3 configured to receive a donated content item, with the content

4 item associated with an item format and a category that

5 classifies at least a portion of the content of the content item,

6 forward the content item to a first responsible entity associated

7 with the item format associated with the donated content item

8 to obtain authorization therefrom, forward the content item to a

9 second responsible entity associated with the category

10 associated with the donated content item to obtain authorization

11 therefrom, and accept the donated content item after obtaining

12 authorization from both of the first and second responsible

13 entities; and

14 (b) a signal bearing medium bearing the program.

26. A method of creating a knowledge management system for

an organization, the knowledge management system for use in storing a

plurality of content items, the method comprising:

(a) collecting information from an organization relating

to both the types of content items to be stored and the

taxonomy of information in the knowledge management

system;

(b) defining a plurality of item formats representative

of the types of content items to be stored in the knowledge

management system;

(c) defining a plurality of categories representative of

the taxonomy of information to be stored in the knowledge

management system; and

(d) associating each of a plurality of content items with

at least one item format and at least one category.

27. The method of claim 26, further comprising linking an

existing database to the knowledge management system, including mapping

fields in the existing database to compatible categories in the knowledge

management system.

28. The method of claim 26, further comprising:

(a) defining a plurality of values for each of the

plurality of categories; and

(b) associating each of the plurality of content items

with at least one value for each category associated therewith.

29. The method of claim 28, wherein the pluralities of item

formats, categories and values define a set of search parameters usable in

generating a search query for the knowledge management system, the method

further comprising generating a user record for a user of the knowledge

management system, including associating a search filter with the user record,

the search filter defining a subset of the set of search parameters accessible by

the user when generating a search query.

30. The method of claim 26, further comprising:

(a) defining a responsible entity for each item format

and each category; and

(b) prior to storing a content item in the knowledge

management system, obtaining authorization from the

responsible entities associated with each of the item format and category for the content item to be stored in the knowledge

management system.

31. A method of searching a database accessible via a search

query generated using a set of search term lists, each search term list including

a discrete number of search terms, the method comprising:

(a) selecting among a plurality of search filters based

upon the identity of a user attempting to access the database,

each search filter defining a subset of search term lists from the

set of search term lists;

(b) filtering user input from the user through the

selected search filter to generate a search query for the user;

and

(c) accessing the database using the search query.

32. The method of claim 31, wherein each of the plurality of

search filters is associated with a user type, and wherein selecting among the

plurality of search filters based upon the identity of the user includes:

(a) determining a user type for the user; and

(b) selecting the search filter among the plurality of

search filters that is associated with the user type for the user.

33. The method of claim 31 , wherein filtering user input

includes displaying only search term lists from the subset of search term lists

to the user.

34. The method of claim 31, wherein the selected search filter

is a default search filter associated with the user, the method further

comprising selecting an alternate search filter among the plurality of search

filters in response to user input.

35. The method of claim 31, wherein the database includes a

plurality of content items, wherein the set of search term lists includes a list of

item formats, wherein each of the plurality of content items is associated with

at least one of the item formats in the list of item formats, and wherein

filtering user input includes inhibiting selection of a item format from the list

of item formats for the search query.

36. The method of claim 35, wherein the set of search term

lists further includes a plurality of category lists, each category list having a

plurality of values for one of a plurality of categories, wherein each of the

plurality of content items is associated with at least one value of at least one of

the plurality of categories, and wherein filtering user input includes inhibiting selection of a value from at least one of the plurality of category lists for the

search query.

37. The method of claim 36, wherein filtering user input

includes inhibiting selection of any value from at least one of the plurality of

category lists for the search query.

38. The method of claim 31, wherein generating the search

query includes selecting first and second search terms from first and second

search term lists, respectively.

1 39. An apparatus, comprising:

2 (a) a memory;

3 (b) a database resident in the memory, the database

4 accessible via a search query generated using a set of search

5 term lists, each search term list including a discrete number of

6 search terms; and

7 (c) a program resident in the memory, the program

8 configured to select among a plurality of search filters based

9 upon the identity of a user attempting to access the database,

10 each search filter defining a subset of search term lists from the

11 set of search term lists, filter user input from the user through

12 the selected search filter to generate a search query for the user,

13 and access the database using the search query.

1 40. A program product, comprising:

2 (c) a program configured to select among a plurality of

3 search filters based upon the identity of a user attempting to

4 access a database, each search filter defining a subset of search

5 term lists from a set of search term lists for use in generating a

6 search query for the database, and each search term list

7 including a discrete number of search terms, the program

8 further configured to filter user input from the user through the

9 selected search filter to generate a search query for the user, and

10 access the database using the search query; and

11 (b) a signal bearing medium bearing the program.

41. A method of accessing a discussion thread database, the

discussion thread database including a plurality of discussion threads, each

associated with a value for at least one category that classifies the content of

such discussion thread, each category including a plurality of discrete values,

the method comprising:

(a) receiving user input from a user that specifies first

and second values for first and second categories, respectively;

(b) determining whether a discussion thread among the

plurality of discussion threads matches the first and second

values of the first and second categories; and

(c) if a discussion thread matches, displaying such

matching discussion thread to the user.

42. The method of claim 41, further comprising, if no

discussion thread matches, automatically creating a new discussion thread

associated with the first and second values for the first and second categories.

43. The method of claim 42, further comprising posting a

message to the new discussion thread in response to user input.

44. The method of claim 41, further comprising posting a

message to the matching discussion thread in response to user input.

45. The method of claim 41, wherein such matching discussion

thread is further associated with a third value for a third category, the method

further comprising:

(a) receiving user input from a user that specifies any

combination of the first, second and third values of the first,

second and third categories, respectively; and

(b) displaying such matching discussion thread to the

user irrespective of the combination specified by the user.

1 46. An apparatus, comprising:

2 (a) a memory;

3 (b) a discussion thread database resident in the

4 memory, the discussion thread database including a plurality of

5 discussion threads, each associated with a value for at least one

6 category that classifies the content of such discussion thread,

7 each category including a plurality of discrete values; and

8 (c) a program resident in the memory, the program

9 configured to receive user input from a user that specifies first

10 and second values for first and second categories, respectively,

11 determine whether a discussion thread among the plurality of

12 discussion threads matches the first and second values of the

13 first and second categories, and, if a discussion thread matches,

14 display such matching discussion thread to the user.

1 47. A program product, comprising:

2 (a) a program configured to receive user input from a

3 user that specifies first and second values for first and second

4 categories, respectively, search a discussion database including

5 a plurality of discussion threads, each of which associated with

6 a value for at least one category that classifies the content of

7 such discussion thread, and each category including a plurality

8 of discrete values, to determine whether a discussion thread

9 among the plurality of discussion threads matches the first and

10 second values of the first and second categories, and, if a

11 discussion thread matches, display such matching discussion

12 thread to the user; and

13 (b) a signal bearing medium bearing the program.