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fill in the required form to create an “official” case (2). Rather, she would like to
suggest her exception from the guideline to her colleagues, backed up by the example
of Hydra, and wait for their responses (3). Whatever the conclusion, she would
probably add it as a personal note (4) to the guideline in the respective subprocess.
2.1
Knowledge Compaction, Usage, and Construction
indiGo takes into account all four categories of knowledge occurring in the previous
example and supports them as successive stages in a process of knowledge
compaction (aggregation, condensation, summarization, or classification). Figure 1
arranges the four knowledge categories on one layer and embeds it into layers of
knowledge usage and knowledge construction.
knowledge
usage
pr i vat e
annotations
gr oup
di scussi ons
pr oj ect
ex per i en ces
or gani z at i on's
process models
knowledge
co m p act i o n
text
mining
e-moder at i on
learning
knowledge
construction
Fig. 1.
Layers of knowledge compaction, usage and creation for process-centered applications
Knowledge compaction is the process of (a) decontextualization and (b)
formalization with the goal of (c) decreasing modification times as well as increasing
(d) lifetime, (e) obligingness, and (f) visibility. As indicators of knowledge
compaction (a-f) are correlated, and they exhibit a clear progression from private
annotations over group discussions, to lessons learned, and the organization's process
models. Private annotations are highly contextualized, informal, secret, and non-
binding, they have a short lifetime and can be updated often, while process models are
highly decontextualized, formal, public, and obliging, they have a long lifetime and
are updated infrequently.
One central issue in experience management is how to offer the right knowledge at
the right time. As the domain of indiGo is based on process models, they should form
the backbone for knowledge delivery. While applying (instantiating) a particular
process model, members of the organization should find - a mouse click away -
supplementary knowledge that is dynamically retrieved with regard to the users'
