Frequent users familiar with GBP software application and content welcomed the additional information. Unfortunately, it had the opposite effect on casual users and in fact converted many casual users into nonusers. In responding to experienced user requests for more information, the GBP team unwittingly sacrificed speed and specificity for size and generality. While there may be no turning aside the demand for more information in a knowledge base, the method of delivering it might require a customizable software delivery design, especially if usage patterns vary widely across the organization. The GBP development team continues to change not only the way it achieves its goals but also the goals themselves.
Few companies have much experience managing their knowledge bases.
The goals that are set for these initiatives are based on a very limited understanding of what is truly possible. Bukowitz is the Director and Collaborative Research Initiative Member of the GBP Core Development Team at Arthur Andersen. Knowledge Gathering Process Global Best Practices Hotline receives more than 250 calls each month, which are tracked on Lotus Notes Database and sorted into business process categories. This data, combined with ongoing research into emerging areas is used to determine which process areas will be developed or enhanced for an upcoming release. Research analysts team with content experts who serve clients to develop best practices content and diagnostic tools, about 250 pages per process.