Introduction
From Knowledge Management Systemes (KMS) approaches to Actionable Knowledge As A Service (AKAAS)
The era of enterprise Knowledge Management Systems
Issues and challenges in cloud computing environments
Towards new knowledge management modalities: rethinking opportunities through AKAAS
On-demand delivery of knowledge: Knowledge Analytics seek predictive drift
The enhancement of BIs universe through contextualized knowledge analytics (K-analytics)
From Big Data to Real data: towards predictive realities
The influence of AKAAS and K-Analytics on KM processes and practices in cloud environments
Cloud computing and the deployment of Knowledge Services
Content Management in Operations: AKAAS applications
Knowledge Processes
|
K-Analytics
|
Benefits
|
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Capturing/Creating Knowledge
| □ Search query/search logs data analysis (text mining & clustering) | □ Identification of knowledge needs and services requirements |
□ What has been created? for which audience? | □ Mapping knowledge coverage: dashboarding of available knowledge (main domains & associated targets) | |
□ Knowledge created vs. knowledge searched and retrieved | □ Value delivered analysis (offer vs. demand bells) | |
Broadcasting/Sharing Knowledge
| □ Measuring entry and exit points on multiple channels | □ Providing real-time knowledge delivery through relevant channels |
□ Click-through rates & interactions | □ Assessing the accessibility of content and potential issues to be addressed (keywords, tagging, etc.…) | |
□ Curating knowledge | ||
Reusing/
Refining Knowledge
| □ Search query data (text mining analytics) | □ Discovery of consumption patterns & interaction with content |
□ Interestingness/ Consumed contents trends visualization (demand focus) | □ Predicting future knowledge to be created | |
□ Indicators of quality of the results (ratings, numbers of sharing, recommendations, etc.…) | □ Identifying and solving potential issues with the knowledge offer (duplicates, overlaps, gaps, etc.…) | |
□ Enrichment or modification requests | □ Identify axis to improve authoring guidelines and review processes |
Capturing/creating Knowledge &related
Analytics dimensions |
Broadcasting/retrieving knowledge & related
Analytics dimensions |
Reusing/refining knowledge & related
Analytics dimensions | |
---|---|---|---|
Provider 1
| Solution Activity by Month by Author |
Adoption – includes number of search and views (searches vs. views within last 14 days) |
Effectiveness – did the knowledge solve the issues? |
Average Session Length |
Utilization –percentage of solutions accessed and useful/new knowledge utilization for solutions created within the last three months | ||
Aging – freshness of the knowledge and reviews needed/Published solution edited in last 14 days | |||
KCS – amount of solutions were flagged and fixed | |||
Provider 2
|
Size and usage
Size:
|
Visit duration
Search logs:
|
QA traffic chart |
- number of online questions/number of online answers | - keywords & trends, answered (popular searches, what customers are really interested in) and list of unanswered questions (top unanswered questions) | Number of liked answers (which questions are most satisfactory for customers)/ statistics of numbers of liked' and 'disliked' per each Q&A | |
Search results shown to the users | Most Escalated questions | ||
- items in publishing center/amount of new and unhandled requests |
Contextual search filter:
| - graphic visualization of a question’s progress over time | |
Filter user queries by contextual answers (category, location, etc.…) | |||
Usage: number of answered requests/number of answers added/number of answers deleted | |||
Provider 3
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Query Count (number of reported queries)
| ||
Query Pipeline
| |||
Name of a search interface from which the search events are performed. | |||
Average Click Rank Over Time
| |||
Advanced Query + Expression/Keyword
| |||
Group To which a user performing the search event belongs | |||
Audience page | |||
Click count and Manual Query count data in relation with users performing the search events. | |||
Search Result title and ID | |||
Content gaps: frequent searches with no results or no clicks | |||
Has Clicks: last search event, at least one click in the search results list/Has Results: last search event, query that returned at least one result. | |||
Queries and Keywords pages:
most frequent queries and keywords with the poorest Relevance index based on Click count and Average click rank | |||
Documents page documents with the poorest rank based on the Relevance index | |||
Search Cause: automatic and manual refinements | |||
Provider 4
|
Knowledge Article Version (KAV): information about individual translations, such as their creation dates, published channels, and number of associated cases. |
Knowledge Article Searches: number of searches per day, month, or year for each channel and role |
Knowledge Article Votes: number of votes per day, month, or year for each channel and role. |
Case association count: Number of cases attached to the article |
Cumulative Count: total number of article searches |
Knowledge Article Views: number of views per day, month, or year for each channel and role | |
Knowledge Keyword Search: keywords users are looking for |
Score: Article's average view rating. | ||
Archived By: User who archived the article. |
Knowledge Search Activity: number of searches per day, month, or year for each channel and language. | ||
▪ For each search: Date, ID and title of the article that was clicked | |||
▪ keywords users are looking, average number of: | |||
○ Results: The number of search results that were returned for the search term. | |||
○ Articles that appear in the search results | |||
▪ For each article, average number of: Click, Unique users who clicked it | |||
Average Click Rank:
| |||
order in which the article appeared in search results when users clicked it | |||
Channel: channel that’s applicable to the article. | |||
Provider 5
|
Total queries overtime
| Clicks per visitor average | |
Number of Queries with clicks | Unique visitors | ||
Number of Queries without clicks | Visits/sessions | ||
Number of Queries with no results | |||
Top queries | |||
Top keywords | |||
Search relevance: | |||
Click ranks over time | |||
Queries without clicks over time | |||
Details of queries with low relevance | |||
Details of keywords with low relevance | |||
Content gaps: | |||
Click through ratio | |||
Details of queries without results | |||
Details of keywords without results |