Knowledge Management on a Global Scale

Philip Klahr

Building and using knowledge bases have become widespread in the customer support area, where the need is great and the potential benefit is high. While customer support has become a focal point for knowledge creation and use, other departments in an organization are now contributing to, and retrieving knowledge from, the knowledge bases being developed. These knowledge bases are becoming more corporate-wide repositories, with some companies even making the knowledge directly available to customers and consumers. CBR has become a useful tool to provide the representational framework and the search mechanism for these knowledge bases. As companies desire to create and distribute these knowledge bases globally, a number of key issues in authoring, distributing, localizing, maintaining and managing the whole process have been successfully addressed.

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