Resolving Redundancy: A Recurring Problem in a Lessons Learned System

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The value of a lessons learned collection depends on how readily the right lesson can be retrieved at the right time. In this paper, we discuss one such collection, from the Eureka system for exchanging tips on photocopier repair. Feedback from Xerox photocopier repair technicians using Eureka indicates that redundancy in the knowledge base is a significant impediment to effective use of the collection. To address this, we are starting a project to develop knowledgeintensive approaches to resolving the redundancies that naturally accumulate in a focused document collection with many authors.