Developing and Deploying Knowledge on a Global Scale

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Reuters is a worldwide company focused on supplying financial and news information to its over 40,000 subscribers around the world. To enhance the quality and consistency of its customer support organization, Reuters embarked on a global knowledge development and reuse project. The resulting system is in operational use in the North America, Europe, and Asia. The system supports 38 Reuter products worldwide. This paper is a case study of the Reuters experience in putting a global know ledge organization in place, in building knowledge bases at multiple distributed sites, in deploying these knowledge bases in multiple sites around the world, and in maintaining and enhancing knowledge bases within a global organizational framework. This project is the first to address issues in multi-country knowledge development and maintenance, and multi-country knowledge deployment. These issues are critical for global companies to understand, address and resolve, in order to effectively gain the benefits of global knowledge systems.