=Paper=
{{Paper
|id=Vol-34/paper-16
|storemode=property
|title=Know-How Sharing Using a Knowledge Sharing System KIDS - A Knowledge Management Practice at a Research Laboratory -
|pdfUrl=https://ceur-ws.org/Vol-34/nakayama_et_al.pdf
|volume=Vol-34
|dblpUrl=https://dblp.org/rec/conf/pakm/NakayamaSSMS00
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==Know-How Sharing Using a Knowledge Sharing System KIDS - A Knowledge Management Practice at a Research Laboratory -==
https://ceur-ws.org/Vol-34/nakayama_et_al.pdf
Know-how Sharing Using a Knowledge Sharing System KIDS
A Knowledge Management Practice at a Research Laboratory
Yasuko Nakayama Kazuo Sumita Kouichi Sasaki
Corporate R&D Center Corporate R&D Center Corporate R&D Center
Toshiba Corp., 212-8582 Japan Toshiba Corp., 212-8582 Japan Toshiba Corp., 212-8582 Japan
yasko.nakayama@toshiba.co.jp kazuo.sumita@toshiba.co.jp kouichi.sasaki@toshiba.co.jp
Toshihiko Manabe Masaru Suzuki
Corporate R&D Center Corporate R&D Center
Toshiba Corp., 212-8582 Japan Toshiba Corp., 212-8582 Japan
toshihiko.manabe@toshiba.co.jp masaru1.suzuki@toshiba.co.jp
enterprise. Consequently, how best to facilitate
knowledge sharing within organizations has emerged as an
Abstract important issue for management [Apo98]. The capability
of individuals and organizations to gather, accumulate and
We developed a knowledge and information on dispatch information has improved due to information
demand system, KIDS, which structures free-form technology such as groupware, document management
text as knowledge to provide the user with systems, and intra- or internet-based search. It has become
knowledge fit for his natural language query. For clear that two factors, namely system architecture and
a period of four years, we carried out knowledge richness of content, have a particular important bearing on
sharing experiments using the system at a the ability of a knowledge sharing system to function
research center that includes around 1,000 effectively.
researchers engaged in various fields such as
computer science, display devices, advanced LSIs Nonaka and Takeuchi modeled the knowledge creation in
and mechanical systems. In the experiment we
a company as a knowledge conversion cycle between
focused on sharing the knowledge processed by
individuals; technical papers, patents and the like explicit knowledge and tacit knowledge [Non95]. The
were excluded from the scope of the experiments explicit knowledge is knowledge that could be transmitted
because a document management system has using formal and logical language such as a technical
already been implemented. An individual’s document or a manual. On the other hand, the tacit
knowledge includes a knack or tips useful in the knowledge is difficult to formalize and could not be
performance of research. The result shows the transmitted using formal and logical language, because
feasibility of integrating organized domain such knowledge is contextual. An individual’s tacit
knowledge and personal free-form know-how. knowledge is difficult to transmit without his experiences
We discuss key factors for success in knowledge and actions. By accumulating individuals’ knowledge with
sharing such as text structurization, building a the context and by making a network of the knowledge,
knowledge sharing culture, knowledge quality the creativity of individuals is raised and the creativity of
maintenance. the whole organization increases.
1 Introduction In order to develop a method of accumulation, retrieval
1.1 Rich stock of knowledge is key for success and practical use of useful knowledge for an organization
and its individuals, it is first necessary to collect the
There is growing recognition that intellectual capital, organization’s intellectual capital and promote knowledge
including individuals’ know-how, technical skills and externalization.
cognitive skills, constitutes a valuable resource for any
1.2 Background knowledge for comprehension
The copyright of this paper belongs to the paper’s authors. Permission to copy
without fee all or part of this material is granted provided that the copies are not Among researchers there is keen interest in advanced
made or distributed for direct commercial advantage. information retrieval, classification, extraction, and
Proc. of the Third Int. Conf. on Practical Aspects of automatic organization of information for detecting
Knowledge Management (PAKM2000) knowledge contained in extensive information, as
Basel, Switzerland, 30-31 Oct. 2000, (U. Reimer, ed.) evidenced by various studies [Fuj99], [Iwa96], [Mil95],
http://sunsite.informatik.rwth-aachen.de/Publications/CEUR-WS/Vol-34/ [Gar98].
K.Sumita, Y.Nakayama, K.Sasaki, T.Manabe, M.Suzuki 21-1
In order to obtain knowledge useful for an individual from Various consulting firms have focused on knowledge
the stock of knowledge and information, the system has to management, but the systems they have developed, e.g.
perform not superficial retrieval but the smart retrieval KnowledgeSpace [Kno], share only typical explicit-
according to the individual’s intention situation. For the knowledge such as documents on best practice,
purpose, the system has to comprehend the stock of presentation manuscripts, and educational materials. They
knowledge and information. Since the internet includes exchange consulting know-how through teamwork or
various types of information, it is very difficult to build face-to-face communication. Explicit and tacit knowledge
general-purpose background knowledge or ontology to are complementary. A knowledge management system for
manage all of the information. However, a company sharing know-how or tacit knowledge, not a document
engages in business with the aim of attaining certain management system, has to be developed.
specific goals, and consequently, it is easier to describe
the specific background knowledge in order to manage the A document management system has already been
knowledge and information. implemented at the Corporate Research & Development
Center, Toshiba Corp., for sharing technical knowledge; it
First, we developed a knowledge base, used for stores patents and technical reports. The patents and
understanding the stock of information, which involves technical reports written by researchers based on their
lexical knowledge and concept hierarchy. We also research are stored in the document management system.
developed a knowledge and information sharing system Presentation at a conference and publish of academic
(KIDS--Knowledge and Information on Demand System) papers are an incentive for the researcher to write such
which utilizes the knowledge base to comprehend both of documents. However, he has no motivation to impart his
the stock of text and users’ queries [Nak97]. In order to know-how to others. To facilitate the imparting of the
verify the validity of the knowledge-sharing framework know-how to others, a knowledge management system for
using the system, we have been accumulating content and know-how sharing is needed.
performing an evaluation of the practice of knowledge
sharing at the Corporate Research & Development Center, The main subjects of know-how sharing in this paper are
Toshiba Corp. [Rdc] (1)acquisition of the knowledge possessed by individuals,
(2)knowledge retrieval according to the user's intention,
1.3 Know-how sharing practice (3)cultivation of a knowledge-sharing culture, and
(4)reinforcement of the accumulated knowledge.
The purpose of the knowledge sharing practice here is not
to manage explicit knowledge such as technical papers,
The following sections describe how we tackled these
patents, and manuals, but to share know-how such as a
subjects in order to promote know-how sharing and what
knack or tips useful in the performance of research. In this
we learned as a result of the knowledge sharing.
paper, we focus on know-how sharing for research
scientists.
Figure 1: System configuration
K.Sumita, Y.Nakayama, K.Sasaki, T.Manabe, M.Suzuki 21-2
2 Knowledge information sharing system (native)", and "rokuon (record)" as terms to be stored.
These structure data are stored in the know-how base.
2.1 System configuration Currently, the number of structurization rules is about 200,
Basically a knowledge information sharing system needs and the number of context labels is 12 for the know-how
three functions: (1)acquisition of knowledge, structurization.
(2)management of knowledge, and (3)retrieval of
At the time of retrieval, the system carries out the same
knowledge. In order to manage the accumulated
analysis for the user's query, which is a natural language
knowledge and information at the semantic level or
sentence or a phrase, and it matches the extracted
conceptual level, the system requires "knowledge" for
structure with that of each nugget of know-how in the
comprehending them.
know-how base. Thus, since it retrieves a nugget of know-
how based on a consideration of the natural language
Figure 1 shows the configuration of KIDS. The system
context, unlike a conventional keyword search system,
consists of a knowledge database, text structurization, and
text appropriate for a user's intention can be retrieved.
dialog interface. It stores know-how and enables users to
access nuggets of know-how by using natural language as
On the basis of the above structurization the similarity Sqd
shown in Figure 1. A knowledge database consists of two
between document d, a nugget of know-how, and query q
types of databases: the knowledge base representing
is defined as follows:
domain knowledge and the know-how base storing
individuals’ know-how.
Sqd = Σt in d δtq Wtd Ctqd .
The knowledge in the knowledge base includes concept
hierarchy and synonym dictionary structurization rules. Here, each variable is defined as follows:
The concept hierarchy represents relations between words,
e.g., library is a kind of facility. The concept hierarchy Wtd : ((1 – p1) + p1 (TFtd / TFd)) log2 (D / Dt) ,
and the synonym dictionary are used to expand words Ctqd : ((1 – p2) + p2 (TFtq / TFq)) max u in d δtu TCqu (1 + p3
extracted from a user’s query. Currently, the number of (Kqu – 1)) ,
words in the concept hierarchy and the synonym p1 , p2 , p3 : weighting factor (constant) ,
dictionary is about 9,200. TFtd : frequency of term t in document d,
TFd : max t in d TFtd,
2.2 Text structurization and retrieval TFtq : frequency of term t in query q,
The know-how base accumulates knowledge offered by TFq : max t in q TFtq,
the users. The know-how, which is stored in the form of Dt : number of documents including term t,
text, includes a shallow semantic structure so that the D : number of all documents in DB,
know-how can be treated as a kind of knowledge with its δtq : 1 if t in term q, otherwise 0,
context. We defined a descriptive structure required for δtu : 1 if t in a field labeled by u, otherwise 0,
the user to search and reuse know-how easily. TCqu : correlation factor between query q and field u,
Kqu : frequency of terms in query q occurring in a field u.
Figure 2 shows the steps of the text structurization process.
There is no explicit word boundary in Japanese sentences
because Japanese is an agglutinative language. The system 2.3 Know-how sharing functions
executes morphological analysis to extract words in the Every user is able to register his know-how and also
text. The context presumption/structurization step, a accesses all know-how registered by other users. The
context label is assigned to each phrase according to the system also has two functions to promote registration of
structurization rules. In order to deal with ungrammatical know-how by users: a question registration function and a
sentences and phrases, a word and/or phrase spotting content evaluation function. If the user is unable to find an
method is applied to extract the structure of the input appropriate answer, he can register his question using the
know-how. For every phrase of a sentence, the context question registration function. The user can enter a
label is determined by referring to the structurization rules, comment for each nugget of know-how, with five rank
and the terms are extracted by referring to the lexical evaluations: very useful, useful, old, incorrect, and other.
knowledge.
Figure 3 shows a snapshot of the system and the English
In the example, the system assigns the context label translation. The figure shows the retrieval result acquired
“situation” to the first phrases, and extracts "kokusai-kaigi when a user made an inquiry in connection with an oral
(international conference)", "eigo (English)", and
presentation to be made at the time of making an oral
"happyou (presentation)" as terms to be stored. Also the
system assigns the label "advice" to the later phrases, and presentation at an international conference. The titles of
extracts "happyou-genkou (oral manuscript)", "neitibu the nuggets of know-how and the abstract are listed in
K.Sumita, Y.Nakayama, K.Sasaki, T.Manabe, M.Suzuki 21-3
Figure 2: Structurization process
order of similarity to the user's query. Also the author's The knowledge sharing system entered service in
name, the date of registration, and the reference count are November 1996 and some 1,000 researchers and
displayed under the title. The system is a web system, administrative staffs use it to share know-how useful in
and so the server software works on a PC server whose their work. The knowledge stored consists of
OS is Windows NT and the user accesses it through a explanations of expertise, glossaries of technical terms,
WWW browser. miscellaneous tips respecting computers and peripheral
equipment, hints respecting how best to tackle various
3 Practice and evaluation research activities, links to useful web pages, and so on.
It also includes information how to do perform various
3.1 Practice history company procedures and how to compose document
We have been practicing knowledge sharing using the related to those procedures, as well as know-how
system described above for approximately four years at concerning welfare and everyday life. Figure 4 shows the
the Corporate Research and Development Center, trend of the number of items of know-how registered.
Toshiba Corp. The extent to which rich, know-how
content is accumulated has a decisive impact on the The histogram in Figure 4 represents the number of items
usefulness of the system. of know-how registered, and the polygonal line graph
represents the cumulative number. Three knowledge
administrators were assigned in May 1996. To
K.Sumita, Y.Nakayama, K.Sasaki, T.Manabe, M.Suzuki 21-4
accumulate know-how and to construct a know-how base, ex. Procedure for contracting a NDA
they tried various methods: they questioned experts by e- Who could take a child-care holiday?
mail, and interviewed them face to face. Approximately (2)Tips relating to research activities … 21%
3,500 nuggets of know-how were registered in the know- ex. What is a `motion processor?’
how base before entering the service. According to the Web links on wearable PC
result of an experiment we conducted using 2,500 queries (3)Tips on computers and software … 20%
collected from 36 people, the coverage rate of this know- ex. How to make LINUX recognize a network card
how base was only 50% at the initial stage. Then, we How to print a PDF file in multi-page format
collected 7,200 queries limited to company procedures (4)Other useful tips … 28%
from the same 36 people, and registered over 90% of the ex. Be careful when you take a taxi in Greece
know-how corresponding to the gathered queries, so that How to use a library of Tokyo University
the system could reply to any question about company
procedures in the first phrase after its introduction. Figure 5 shows a typical know-how example registered in
the system, which is translated into English.
We added a maintenance function so that the knowledge
administrators could reply to a non-registered question Title: How to insert a figure created using tgif in MS
and register the reply in the know-how base to surely WORD?
reply to any question as soon as possible. After Content: When you would like to insert a figure
practicing for four months in a department consisting of created using tgif, you should do the following.
about 300 people, the practice was expanded in March First, in tgif, save a figure by an eps file format. If
1997 to include the entire Corporate Research & you try to insert the eps file in MS WORD, an error
Development Center, Toshiba Corp., consisting of about may occur. So, second, edit the file to rewrite the
1,000 people. Also, we enacted guidelines for the first line “%!” into “%!PS-Adobe-2.0.” Finally,
copyright of know-how in July 1998, reviewed all the insert the file in MS WORD document.
contents again, and deleted know-how that was violating
the guidelines, useless or old. A commendation system,
in which prizes are awarded to those users who Figure 5: A typical know-how registered in the system
contribute most know-how, was introduced in October
1998. With the aim of enriching the content of the system, If they wish to, users can enter an evaluation for any
knowledge managers were assigned to each technical nugget of know-how. The number of nuggets of know-
field in August 1999. Since then, the amount of content how evaluated as very useful or useful was 970 (8.3%).
has continued to increase and 11,600 nuggets of know-
how were registered as of September 2000. To evaluate contents registered in the system, we
selected 90 queries at random from the system’s query
3000 14000
log. Then by investigating the know-how base, we found
correct answers for 60 of those queries: the answers
2000
12000 corresponding to 66% queries exist in the system. For the
60 queries, we calculated 11pt average precision, whose
1000
10000 value was 0.73.
8000
0
4 Problems in knowledge sharing
/5 8 11 96/2 5 8 11 97/2 5 8 11 98/2 5 8 11 99/2 5 8 11 2 5 8
95 6000
In this section, we discuss problems in knowledge
-1000
4000
sharing that have come to light in the course of our use of
the system.
-2000
2000
(1)Acquisition of an individual's knowledge
-3000 0
Regarding the externalization of an individual’s
knowledge, it is necessary to motivate the individual to
impart his knowledge and an easy method of
Figure 4: The number of items of know-how registered disseminating the knowledge is also required. We
acquired knowledge by means of questions or interviews,
3.2 Evaluation and these approaches proved to be effective. Also, since
it is impossible to externalize all tacit knowledge, face-
Contents registered in the know-how base are classified
to-face communication is important, too. "Know-who",
into the following four categories.
which is a kind of knowledge about a person, e.g., what
(1)Tips on company procedures … 31%
is his domain of expertise, is also important knowledge,
K.Sumita, Y.Nakayama, K.Sasaki, T.Manabe, M.Suzuki 21-5
and so we are developing a know-who sharing system knowledge management to be one element in his overall
based on the profiles of people. work, and therefore, we are investigating a method that
would enable knowledge managers to acquire knowledge
(2)Content retrieval of knowledge and maintain it in the course of their work.
In order to reuse knowledge efficiently, sophisticated
retrieval according to the intention of the user is required. 5 Conclusion
Natural language retrieval, especially the content
retrieval using lexical knowledge and concept hierarchy The practice of knowledge sharing using a knowledge
of an object field improved retrieval efficiency. The and information on demand system, KIDS, was described.
knowledge base, which represents background A thousand nuggets of know-how were gathered and
knowledge, is the key to understanding the user’s made available for use. Individual's know-how was
intention, and we intend to strengthen it. stored and managed by means of know-how base whose
contents have a shallow structure and the knowledge base
(3)Organization culture conductive to knowledge sharing to enable the know-how to be shared and utilized
For a member of an organization to offer his know-how effectively. Thereby, acquisition of individuals’
proactively, it became clear that not only system knowledge became easy and the quantity and the quality
functionality but also organizational culture and the of explicit knowledge improved. In order to achieve
individual’s attitudes and values are decisive factors. In successful implementation and utilization of knowledge
particular, it is important to provide motivation and sharing, it is essential to give full consideration to both
implement guidelines regarding the offering of know- technology and organizational culture. In addition to
how. Ideally, everyone would be conscious of the providing the system, it is important to provide
desirability of offering knowledge to others, and act motivation and implement guidelines regarding the
accordingly. In practice, it is necessary to raise people’s offering of know-how.
consciousness and inculcate a proactive attitude
throughout the organization toward the offering of know- In addition to the study at the Corporate Research &
how. The system introduced in August 1998, whereby Development Center, using KIDS we performed
prizes are awarded to those who offer the most know- knowledge sharing at a customer service center for a
how, motivated some, but by no means all members of period over two years. The system is used for sharing
the organization. This insufficient motivation is question-answer text, which the staffs store according to
attributable, in part, to the lack of clarity regarding what the questions received from the customers. Also, using
types of knowledge should be stored in the system. Our KIDS we have started knowledge sharing at a systems
experience indicates the desirability of clarifying the integration department. In future, through the promotion
purpose of knowledge sharing. of knowledge sharing at various departments, we intend
to investigate effective methods of knowledge sharing
(4)Reinforcement of the accumulated knowledge that correspond to the objectives and characteristics of
The success of a knowledge sharing system is to a great any given department.
extent determined by the quality of the content stored in
the system. Regarding management of the quality of the We have enhanced KIDS to accommodate various types
unnecessary content, and avoidance of duplication of of file format and strengthen the file security. We have
data. Initially, we concentrated on increasing the amount developed the commercial version,
of know-how, and, reflecting that approach, some of the eFilingMeister/KnowledgeServerTM.
nuggets of know-how proved to contain useless or
incorrect information. The evaluation feedback was References
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and Classification using Natural Language Processing,
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[Iwa96]M. Iwazume, et al.: Ontology-Based Information
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Knowledge /Information Sharing System
original
Figure 3: A snapshot of the system and the translation to English.
question
title
translation
abstract
Figure 3: A snapshot of the system and the translation to English
K.Sumita, Y.Nakayama, K.Sasaki, T.Manabe, M.Suzuki 21-7