Product Support Knowledge
Author : N. Lagos and R. Setchi
This paper aims to discuss and define product support knowledge. The paper analyses product support from a task-based point of view and accordingly introduces the concept of a Product Support System (PRSS). Next it outlines the constituents that form product support knowledge and illustrates their definitions. It is concluded that semantically rich models are needed in order to express the multidimensionality of product support knowledge.
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| Attachment | Size |
|---|---|
| PID155392.pdf | 164.52 KB |
| Product support knowledge.wmv | 11.01 MB |
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What technology should be used to represent product support knowledge in a machine-processable way?
Hai. In your paper, you did mention about the possibility to reuse documentation elements in a more sophisticated way. Have you tried once and do you find they give much better results? If the answer is yes, in what way it is better than the normal way.?
Thank you.
The most typical way of reusing documentation elements is to identify the documentation type (e.g. title) and the content (e.g. reconfigurable manufacturing) for small pieces of a text document and then reuse them in other cases that the same condition apply (e.g. a title for reconfigurable manufacturing is needed). However, there are other more sophisticated ways like adapting to changing context (e.g. monitoring who is the user and change the content and the presentation styles). The results are much better because the contents do not have to be written again but also are adapted to the user automatically. The quality of the generated document is both related to the content used and the rules for generating the document.
The technology used should be able to represent semantics in a formal way. Enabling technologies include semantic networks, databases (i.e. use database schemas), folksonomies, ontologies, and other knowledge based technologies. However, a common consensus should be also established in the creation of the common semantic representations. For this reason I would recommend the use of ontologies.
Yes, I believe that these studies can be related to product support virtual documentation. However, the semantics even in these standards are not fully explored (e.g. what does the generalisation/inheritance relation means for documentation, what are the commitments and assumptions that can be made for this relation, etc.) Before, reusing such standards the use of the meatadata used should be clarified.
There are a number of studies that describe metadata related to e-learning such as IEEE LOM. Do you believe that these can be related to product support virtual documentation?