Intelligent message distribution in corporate expert communities

Abstract

The basic challenge of information management is to provide useful information to the right people in a given situation, such as for problem solving. In a company, semantic technologies in combination with enterprise social media applications can be applied for the identification of experts in a required field of expertise. Our approach uses the Web 3L model, a 3-layer structure of networks which includes relations from social and semantic networks. It is shown how this model can be used to target the right crowd for corporate problem solving. The distribution of urgent requests in an internal knowledge networking tool is described as a real world example that is used in a productive environment.