US 9,317,574 B1Grant
System and method for managing and identifying subject matter experts
Issue Date:2016-04-19
•22 Claims
•16 Drawing Sheets
Abstract
In one embodiment, a method includes collecting communications from a plurality of sources. The method further includes selecting a set of topics and a set of users. In addition, the method includes, for each user, identifying, from the collected communications, conversations in which the user has participated. Moreover, the method includes, for each topic, for each user: measuring a proportion of the identified conversations that contain content suggestive of the topic; analyzing timing of the identified conversations; and examining relationships among data attributes of the identified conversations. Further, the method includes generating multidimensional expertise data. The multidimensional expertise data is representative of the user's expertise on the topic. The multidimensional expertise data includes a topical dimension, an expertise-scope dimension, and a timeline dimension. The method also includes, for each topic, ranking the set of users by expertise index. Also, the method includes providing a searchable interface.
Metadata
Assignee
- Dell Software Inc.
Inventors
- Michel Brisebois
- Curtis Johnstone
Application Information
Application Number:US 14/047,162
Filing Date:2013-10-07
Priority Date:2012-06-11
Art Unit:2129
Classifications
IPC:
G06F17/30
Patent Drawings (16 sheets)
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This patent application is a continuation-in-part of U.S. patent application Ser. Nos. 13/906,241, 13/906,246, and Ser. No. 13/906,255. U.S. patent application Ser. Nos. 13/906,241, 13/906,246, and Ser. No. 13/906,255 were filed on May 30, 2013 and claim priority to U.S. Provisional Patent Application No. 61/658,034 filed on Jun. 11, 2012. U.S. Provisional Patent Application No. 61/658,034 and U.S. patent application Ser. Nos. 13/906,241, 13/906,246, and Ser. No. 13/906,255 are hereby incorporated by reference in their entirety.
BACKGROUND
[0002] 1. Technical Field
[0003] The present invention relates generally to data aggregation and analysis and more particularly, but not by way of limitation, to systems and methods for identifying subject matter experts.
[0004] 2. History of Related Art
[0005] Businesses have access to an inordinate amount of data. For example, businesses collect data relating to customers, vendors, sales, inventory, employees, research, competitors, etc. Some of this data is knowingly collected or stored for business purposes. For example, a business may record or store sales numbers for tax reasons and/or for determining whether to expand production or cease production of specific products. However, often there is a large amount of additional data, or metadata, that exists and is accessible by a business, but which is ignored because, for example, the data is difficult to access or the business is unaware that the metadata exists or can be obtained from the data to which the business currently has access. Generally, although not necessarily, this metadata includes mined data that can be extracted from the data that the business collects or generates. Further, this metadata can include trends related to the data available to the business.
[0006] For instance, a business may have enough data to determine the amount of time spent per dollar earned from each customer. However, the business may not be able to easily extract this information from the data available because, for example, to determine the time spent per dollar earned may require accessing a number of separate systems and performing some amount of data mining or additional processing. In some cases, to determine the time spent per dollar earned from each customer, a business may need to examine sales numbers as well as the time and resources spent by each employee of the business who was involved in generating the sale. The time and resources to generate the sale could include more than just the time spent by a salesperson communicating with the customer. For example, the time and resources could also include the amount of time support staff (e.g., assistants) dedicate for each customer, the amount of time spent by technical support helping the customer, the resources used (e.g., paper, sample products, etc.), the amount of time sales teams spend to determine the best strategy for approaching the customer, delivery costs, etc.
[0007] In addition, identifying subject matter experts (SMEs) within a business is an age-old problem. Although businesses typically maintain job titles and functions at a general level, employees regularly learn new skills and develop new expertise. Moreover, new topics of interest constantly emerge. Particularly in large organizations, it is not generally feasible to know who has already developed expertise on an emergent topic or has solved a technical problem. A common result is organizational inefficiency. Oftentimes, the same problems are solved repeatedly at substantial time and expense.
[0008] Moreover, as the value and use of information continues to increase, individuals and businesses seek additional ways to process and store information. One option available to users is information handling systems. An information handling system generally processes, compiles, stores, and/or communicates information or data for business, personal, or other purposes thereby allowing users to take advantage of the value of the information. Because technology and information handling needs and requirements vary between different users or applications, information handling systems may also vary regarding what information is handled, how the information is handled, how much information is processed, stored, or communicated, and how quickly and efficiently the information may be processed, stored, or communicated. The variations in information handling systems allow for information handling systems to be general or configured for a specific user or specific use such as financial transaction processing, airline reservations, enterprise data storage, or global communications. In addition, information handling systems may include a variety of hardware and software components that may be configured to process, store, and communicate information and may include one or more computer systems, data storage systems, and networking systems.
SUMMARY OF THE INVENTION
[0009] In one embodiment, a method includes, on a computer system comprising at least one processor and memory, collecting communications from a plurality of sources. The method further includes the computer system selecting a set of topics and a set of users. In addition, the method includes, for each user, the computer system identifying, from the collected communications, conversations in which the user has participated. Moreover, the method includes, for each topic, for each user: the computer system measuring a proportion of the identified conversations that contain content suggestive of the topic, the measuring yielding at least one topical metric; the computer system analyzing timing of the identified conversations, the analyzing yielding at least one timing metric; and the computer system examining relationships among data attributes of the identified conversations, the examining yielding at least one expertise-scope metric. Further, the method includes the computer system generating multidimensional expertise data from the at least one topical metric, the at least one timing metric, and the at least one expertise-scope metric. The multidimensional expertise data is representative of the user's expertise on the topic. The multidimensional expertise data includes a topical dimension, an expertise-scope dimension, and a timeline dimension. The multidimensional expertise data includes an expertise index for the user. The method also includes, for each topic, the computer system ranking the set of users by the expertise index. Also, the method includes the computer system providing a searchable interface. The multidimensional expertise data is searchable by one or more topical parameters mapped to the topical dimension, by one or more scope parameters mapped to the expertise-scope dimension, and by one or more timeline parameters mapped to the timeline dimension.
[0010] In one embodiment, an information handling system includes a processing unit. The at least one processing unit is operable to implement a method. The method includes collecting communications from a plurality of sources. The method further includes selecting a set of topics and a set of users. In addition, the method includes, for each user, identifying, from the collected communications, conversations in which the user has participated. Moreover, the method includes, for each topic, for each user: measuring a proportion of the identified conversations that contain content suggestive of the topic, the measuring yielding at least one topical metric; analyzing timing of the identified conversations, the analyzing yielding at least one timing metric; and examining relationships among data attributes of the identified conversations, the examining yielding at least one expertise-scope metric. Further, the method includes generating multidimensional expertise data from the at least one topical metric, the at least one timing metric, and the at least one expertise-scope metric. The multidimensional expertise data is representative of the user's expertise on the topic. The multidimensional expertise data includes a topical dimension, an expertise-scope dimension, and a timeline dimension. The multidimensional expertise data includes an expertise index for the user. The method also includes, for each topic, ranking the set of users by the expertise index. Also, the method includes providing a searchable interface. The multidimensional expertise data is searchable by one or more topical parameters mapped to the topical dimension, by one or more scope parameters mapped to the expertise-scope dimension, and by one or more timeline parameters mapped to the timeline dimension.
[0011] In one embodiment, a computer-program product includes a computer-usable medium having computer-readable program code embodied therein. The computer-readable program code is adapted to be executed to implement a method. The method includes collecting communications from a plurality of sources. The method further includes selecting a set of topics and a set of users. In addition, the method includes, for each user, identifying, from the collected communications, conversations in which the user has participated. Moreover, the method includes, for each topic, for each user: measuring a proportion of the identified conversations that contain content suggestive of the topic, the measuring yielding at least one topical metric; analyzing timing of the identified conversations, the analyzing yielding at least one timing metric; and examining relationships among data attributes of the identified conversations, the examining yielding at least one expertise-scope metric. Further, the method includes generating multidimensional expertise data from the at least one topical metric, the at least one timing metric, and the at least one expertise-scope metric. The multidimensional expertise data is representative of the user's expertise on the topic. The multidimensional expertise data includes a topical dimension, an expertise-scope dimension, and a timeline dimension. The multidimensional expertise data includes an expertise index for the user. The method also includes, for each topic, ranking the set of users by the expertise index. Also, the method includes providing a searchable interface. The multidimensional expertise data is searchable by one or more topical parameters mapped to the topical dimension, by one or more scope parameters mapped to the expertise-scope dimension, and by one or more timeline parameters mapped to the timeline dimension.
BRIEF DESCRIPTION OF THE DRAWINGS
[0012] A more complete understanding of the method and apparatus of the present invention may be obtained by reference to the following Detailed Description when taken in conjunction with the accompanying Drawings wherein:
[0013] FIG. 1 illustrates an embodiment of a networked computing environment.
[0014] FIG. 2 illustrates an embodiment of a Business Insight on Messaging (BIM) system.
[0015] FIG. 3 presents a flowchart of an example of a data collection process.
[0016] FIG. 4 presents a flowchart of an example of a data classification process.
[0017] FIG. 5 presents a flowchart of an example of a data query process.
[0018] FIG. 6 illustrates an example of a heuristics engine.
[0019] FIG. 7 presents a flowchart of an example of a heuristics process.
[0020] FIG. 8 presents a flowchart of an example of a data query process.
[0021] FIG. 9 illustrates an example of a user interface.
[0022] FIG. 10 illustrates an example of a user interface.
[0023] FIG. 11 illustrates an embodiment of an implementation of a SME system.
[0024] FIG. 12 presents a flowchart of an example of a process for classifying users as SMEs.
[0025] FIG. 13 presents a flowchart of an example of a process for generating multidimensional expertise data for a given topic and user.
[0026] FIG. 14 presents a flowchart of an example of a process for managing a SME search.
[0027] FIG. 15 presents a flowchart of an example of a process for managing a negotiation process.
[0028] FIG. 16 presents a flowchart of an example of a process for establishing a dynamic distribution list.
DETAILED DESCRIPTION OF ILLUSTRATIVE EMBODIMENTS OF THE INVENTION
[0029] This disclosure describes several non-limiting examples of processes for collecting information or data from multiple sources and analyzing the information to classify the data and to extract or determine additional information based on the collected data. The data sources can be internal to the business and/or external to the business. For example, the data sources can include sales databases, business or internal email systems, non-business or external email systems, social networking accounts, inventory databases, file directories, enterprise systems, customer relationship management (CRM) systems, organizational directories, collaboration systems (e.g., SharePoint™ servers), etc.
[0030] As used herein, the term “business,” in addition to having its ordinary meaning, is intended to include any type of organization or entity. For example, a business can include a charitable organization, a governmental organization, an educational institution, or any other entity that may have one or more sources of data to analyze. Further, the user of any of the above terms may be used interchangeably unless explicitly used otherwise or unless the context makes clear otherwise. In addition, as used herein, the term “data” generally refers to electronic data or any type of data that can be accessed by a computing system.
[0031] Additional examples of systems and associated processes that may be used with the present disclosure are included in Appendix A, which is hereby incorporated by reference in its entirety. Further, Appendix A describes additional applications and uses that, in some cases, may be performed by the systems and/or as part of the processes that are described herein.
I. Systems and Methods for Collecting, Classifying, and Querying Data
Example of a Networked Computing Environment
[0032] FIG. 1 illustrates an embodiment of a networked computing environment 100. The networked computing environment 100 can include a computing environment 102 that is associated with a business or organization. The computing environment 102 may vary based on the type of organization or business. However, generally, the computing environment 102 may include at least a number of computing systems. For example, the computing environment may include clients, servers, databases, mobile computing devices (e.g., tablets, laptops, smartphones, etc.), virtual computing devices, shared computing devices, networked computing devices, and the like. Further, the computing environment 102 may include one or more networks, such as intranet 104.
[0033] The computing environment 102 includes a Business Insights on Messaging (BIM) system 130. Using the BIM system 130, a user can examine the data available to a business regardless of where the data was generated or is stored. Further, in some embodiments, the user can use the BIM system 130 to identify trends and/or metadata associated with the data available to the BIM system 130. In certain embodiments, the BIM system 130 can access the data from internal data sources 120, external data sources 122, or a combination of the two. The data that can be accessed from the internal data sources 120 can include any data that is stored within the computing environment 102 or is accessed by a computing system that is associated with the computing environment 102. For example, the data may include information stored in employee created files, log files, archived files, internal emails, outgoing emails, received emails, received files, data downloaded from an external network or the Internet, etc. The type of data is not limited and may depend on the organization or business associated with the computing environment 102. For example, the data can include sales numbers, contact information, vendor costs, product designs, meeting minutes, the identity of file creators, the identity of file owners, the identity of users who have accessed a file or are authorized to access a file, etc.
[0034] The data that can be accessed from the external data sources 122 can include any data that is stored outside of the computing environment 102 and is publicly accessible or otherwise accessible to the BIM system 130. For example, the data can include data from social networking sites, customer sites, Internet sites, or any other data source that is publicly accessible or which the BIM system 130 has been granted access. In some cases, a subset of the data may be unavailable to the BIM system 130. For example, portions of the computing environment 102 may be configured for private use.
[0035] The internal data sources 120 can include any type of computing system that is part of or associated with the computing environment 102 and is available to the BIM system 130. These computing systems can include database systems or repositories, servers (e.g., authentication servers, file servers, email servers, collaboration servers), clients, mobile computing systems (including e.g., tablets, laptops, smartphones, etc.), virtual machines, CRM systems, directory services, such as lightweight directory access protocol (LDAP) systems, and the like. Further, in some cases, the internal data sources 120 can include the clients 114 and 116. The external data sources 122 can include any type of computing system that is not associated with the computing environment 102, but is accessible to the BIM system 130. For example, the external data sources 122 can include any computing systems associated with cloud services, social media services, hosted applications, etc.
[0036] The BIM system 130 can communicate with the internal data sources 120 via the intranet 104. The intranet 104 can include any type of wired and/or wireless network that enables computing systems associated with the computing environment 102 to communicate with each other. For example, the intranet 104 can include any type of a LAN, a WAN, an Ethernet network, a wireless network, a cellular network, a virtual private network (VPN) and an ad hoc network. In some embodiments, the intranet 104 may include an extranet that is accessible by customers or other users who are external to the business or organization associated with the computing environment 102.
[0037] The BIM system 130 can communicate with the external data sources 122 via the network 106. The network 106 can include any type of wired, wireless, or cellular network that enables one or more computing systems associated with the computing environment 102 to communicate with the external data sources 122 and/or any computing system that is not associated with the computing environment 102. In some cases, the network 106 can include the Internet.
[0038] A user can access the BIM system 130 using any computing system that can communicate with the BIM system 130. For example, the user can access the BIM system 130 using the client 114, which can communicate with the BIM system 130 via the intranet 104, the client 116, which can communicate via a direct communication connection with the BIM system 130, or the client 118, which can communicate with the BIM system 130 via the network 106. As illustrated in FIG. 1 , in some embodiments the client 118 may not be associated with the computing environment 102. In such embodiments, the client 118 and/or a user associated with the client 118 may be granted access to the BIM system 130. The clients 114, 116, and 118 may include any type of computing system including, for example, a laptop, desktop, smartphone, tablet, or the like. In some embodiments, the BIM system 130 may determine whether the user is authorized to access the BIM system 130 as described in further detail below.
[0039] The BIM system 130 can include a data collection system 132, a data classification system 134, and a BIM access system 136. The data collection system 132 can collect data or information from one or more data sources for processing by the BIM system 130. In some embodiments, the data collection system 132 can reformat the collected data to facilitate processing by the BIM system 130. Further, in some cases, the data collection system 132 may reformat collected data into a consistent or defined format that enables the comparison or processing of data that is of the same or a similar type, but which may be formatted differently because, for example, the data is obtained from different sources. The data collection system 132 is described in more detail below with reference to FIG. 2 .
[0040] The data classification system 134 can store and classify the data obtained by the data collection system 132. In addition to predefined classifications, the data classification system 134 can identify and develop new classifications and associations between data using, for example, heuristics and probabilistic algorithms. The data classification system 134 is described in more detail below with reference to FIG. 3 .
[0041] The BIM access system 136 can provide users with access to the BIM system 130. In some embodiments, the BIM access system 136 determines whether a user is authorized to access the BIM system 130. The BIM access system 136 enables a user to query one or more databases (not shown) of the data classification system 134 to obtain access to the data collected by the data collection system 132. Further, the BIM access system 136 enables a user to mine the data and/or to extract metadata by, for example, creating queries based on the data and the data classifications. Advantageously, in certain embodiments, because the data classification system 134 can classify data obtained from a number of data sources, more complex queries can be created compared to a system that can only query its own database or a single data source.
[0042] Additionally, in certain embodiments, the BIM access system 136 can enable users to create, share, and access query packages. As described in greater detail below, a query package can encapsulate one or more pre-defined queries, one or more visualizations of queried data, and other package attributes. When a user selects a query package, the query package can be executed in a determined manner in similar fashion to other queries. As an additional advantage, in some embodiments, because the data classification system 134 can use heuristics and probabilistic algorithms to develop and modify data classifications over time, user queries are not limited to a set of predefined search variables. The BIM access system 136 is described in more detail below with reference to FIG. 3 .
Example Implementation of a BIM System
[0043] FIG. 2 illustrates an embodiment of an implementation of the BIM system 130. As previously described above, the BIM system 130 can include a data collection system 132 configured to, among other things, collect data from the internal data sources 120 and/or the external data sources 122. The data collection system 132 can include a collection engine 202, an access manager 204, a business logic engine 206, and a business logic security manager 208.
[0044] Generally, the collection engine 202 may access the internal data sources 120 thereby providing the BIM system 130 with access to data that is stored by or generated by the internal data sources 120. This data can include any data that may be created, accessed, or received by a user or in response to the actions of a user who is associated with the computing environment 102. Further, in some embodiments, the collection engine 202 can access the external data sources 122 thereby providing the BIM system 130 with access to data from the external data sources 122. In some embodiments, the data can include metadata. For example, supposing that the collection engine 202 accesses a file server, the data can include metadata associated with the files stored on the file server, such as the file name, file author, file owner, time created, last time edited, etc.
[0045] In some cases, a number of internal data sources 120 and/or external data sources 122 may require a user or system to be identified and/or authenticated before access to the data source is granted. Authentication may be required for a number of reasons. For example, the data source may provide individual accounts to users, such as a social networking account, email account, or collaboration system account. As another example, the data source may provide different features based on the authorization level of a user. For example, a billing system may be configured to allow all employees of an organization to view invoices, but to only allow employees of the accounting department to modify invoices.
[0046] For data sources that require authentication or identification of a specific user, the access manager 204 can facilitate access to the data sources. The access manager 204 can manage and control credentials for accessing the data sources. For example, the access manager 204 can store and manage user names, passwords, account identifiers, certificates, tokens, and any other information that can be used to access accounts associated with one or more internal data sources 120 and/or external data sources 122. For instance, the access manager 204 may have access to credentials associated with a business's Facebook™ or Twitter™ account. As another example, the access manager may have access to credentials associated with an LDAP directory, a file management system, or employee work email accounts.
[0047] In some embodiments, the access manager 204 may have credentials or authentication information associated with a master or super user account enabling access to some or all of the user accounts without requiring credentials or authentication information associated with each of the users. In some cases, the collection engine 202 can use the access manager 204 to facilitate accessing internal data sources 120 and/or external data sources 122.
[0048] The business logic engine 206 can include any system that can modify or transform the data collected by the collection engine 202 into a standardized format. In some embodiments, the standardized format may differ based on the data source accessed and/or the type of data accessed. For example, the business logic engine 206 may format data associated with emails, data associated with files stored at the computing environment 102, data associated with web pages, and data associated with research files differently. However, each type of data may be formatted consistently. Thus, for example, data associated with product design files may be transformed or abstracted into a common format regardless of whether the product design files are of the same type. As a second example, suppose that the business logic engine 206 is configured to record time using a 24-hour clock format. In this second example, if one email application records the time an email was sent using a 24-hour clock format, and a second email application uses a 12-hour clock format, the business logic engine 206 may reformat the data from the second email application to use a 24-hour clock format
[0049] In some embodiments, a user may define the format for processing and storing different types of data. In other embodiments, the business logic engine 206 may identify a standard format to use for each type of data based on, for example, the format that is most common among similar types of data sources, the format that reduces the size of the information, or any other basis that can be used to decide a data format.
[0050] The business logic security manager 208 can include any system that can implement security and data access policies for data accessed by the collection engine 202. In some embodiments, the business logic security manager 208 may apply the security and data access policies to data before the data is collected as part of a determination of whether to collect particular data. For example, an organization may designate a private folder or directory for each employee and the data access policies may include a policy to not access any files or data stored in the private directory. Alternatively, or in addition, the business logic security manager 208 may apply the security and data access policies to data after it is collected by the collection engine 202. Further, in some cases, the business logic security manager 208 may apply the security and data access policies to the abstracted and/or reformatted data produced by the business logic engine 206. For example, suppose the organization associated with the computing environment 102 has adopted a policy of not collecting emails designated as personal. In this example, the business logic security manager 208 may examine email to determine whether it is addressed to an email address designated as personal (e.g., email addressed to family members) and if the email is identified as personal, the email may be discarded by the data collection system 132 or not processed any further by the BIM system 130.
[0051] In some embodiments, the business logic security manager 208 may apply a set of security and data access policies to any data or metadata provided to the classification system 134 for processing and storage. These security and data access policies can include any policy for regulating the storage and access of data obtained or generated by the data collection system 132. For example, the security and data access policies may identify the users who can access the data provided to the data classification system 134. The determination of which users can access the data may be based on the type of data. The business logic security manager 208 may tag the data with an identity of the users, or class or role of users (e.g., mid-level managers and more senior) who can access the data. As another example, of a security and data access policy, the business logic security manager 208 may determine how long the data can be stored by the data classification system 134 based on, for example, the type of data or the source of the data.
[0052] After the data collection system 132 has collected and, in some cases, processed the data obtained from the internal data sources 120 and/or the external data sources 122, the data may be provided to the data classification system 134 for further processing and storage. The data classification system 134 can include a data repository engine 222, a task scheduler 224, an a priori classification engine 226, an a posteriori classification engine 228, a heuristics engine 230 and a set of databases 232.
[0053] The data repository engine 222 can include any system for storing and indexing the data received from the data collection system 132. The data repository engine 222 can store the data, including any generated indexes, at the set of databases 232, which can include one or more databases or repositories for storing data. In some cases, the set of databases 232 can store data in separate databases based on any factor including, for example, the type of data, the source of data, or the security level or authorization class associated with the data and the class of users who can access the data.
[0054] In some implementations, the set of databases 232 can dynamically expand and, in some cases, the set of databases 232 may be dynamically structured. For example, if the data repository engine 222 receives a new type of data that includes metadata fields not supported by the existing databases of the set of databases 232, the data repository engine 222 can create and initialize a new database that includes the metadata fields as part of the set of databases 232. For instance, suppose the organization associated with the computing environment 102 creates its first social media account for the organization to expand its marketing initiatives. Although the databases 232 may have fields for customer information and vendor information, it may not have a field identifying whether a customer or vendor has indicated they “like” or “follow” the organization on its social media page. The data repository engine 222 can create a new field in the databases 232 to store this information and/or create a new database to capture information extracted from the social media account including information that relates to the organization's customers and vendors.
[0055] In certain embodiments, the data repository engine 222 can create abstractions of and/or classify the data received from the data collection system 132 using, for example, the task scheduler 224, the a priori classification engine 226, the a posteriori classification engine 228, and the heuristics engine 230. The task scheduler 224 can include any system that can manage the abstraction and classification of the data received from the data collection system 132. In some embodiments, the task scheduler 224 can be included as part of the data repository engine 222.
[0056] Data that is to be classified and/or abstracted can be supplied to the task scheduler 224. The task scheduler 224 can supply the data to the a priori classification engine 226, which can include any system that can classify data based on a set of user-defined, predefined, or predetermined classifications. These classifications may be provided by a user (e.g., an administrator) or may be provided by the developer of the BIM system 130. Although not limited as such, the predetermined classifications generally include objective classifications that can be determined based on attributes associated with the data. For example, the a priori classification engine 226 can classify communications based on whether the communication is an email, an instant message, or a voice mail. As a second example, files may be classified based on the file type, such as whether the file is a drawing file (e.g., an AutoCAD™ file), a presentation file (e.g., a PowerPoint™ file), a spreadsheet (e.g., an Excel™ file), a word processing file (e.g., a Word™ file), etc. Although not limited as such, the a priori classification engine 226 generally classifies data at or substantially near the time of collection by the collection engine 202. The a priori classification engine 226 can classify the data prior to the data being stored in the databases 232. However, in some cases, the data may be stored prior to or simultaneously with the a priori classification engine 226 classifying the data. The data may be classified based on one or more characteristics or pieces of metadata associated with the data. For example, an email may be classified based on the email address, a domain or provider associated with the email (e.g., a Yahoo® email address or a corporate email address), or the recipient of the email.
[0057] In addition to, or instead of, using the a priori classification engine 226, the task scheduler 224 can provide the data to the a posteriori classification engine 228 for classification or further classification. The a posteriori classification engine 228 can include any system that can determine trends with respect to the collected data. Although not limited as such, the a posteriori classification engine 228 generally classifies data after the data has been collected and stored at the databases 232. However, in some cases, the a posteriori classification engine 228 can also be used to classify data as it is collected by the collection engine 202. Data may be processed and classified or reclassified multiple times by the a posteriori classification engine 228. In some cases, the classification and reclassification of the data occurs on a continuing basis. In other cases, the classification and reclassification of data occurs during specific time periods of events. For example, data may be reclassified each day at midnight or once a week. As another example, data may be reclassified each time one or more of the a posteriori algorithms is modified or after the collection of new data.
[0058] In some cases, the a posteriori classification engine 228 classifies data based on one or more probabilistic algorithms. The probabilistic algorithms may be based on any type of statistical analysis of the collected data. For example, the probabilistic algorithms may be based on Bayesian analysis or probabilities. Further, Bayesian inferences may be used to update the probability estimates calculated by the a posteriori classification engine 228. In some implementations, the a posteriori classification engine 228 may use machine learning techniques to optimize or update the a posteriori algorithms. In some embodiments, some of the a posteriori algorithms may determine the probability that a piece or set of data (e.g., an email) should have a particular classification based on an analysis of the data as a whole. Alternatively, or in addition, some of the a posteriori algorithms may determine the probability that a set of data should have a particular classification based on the combination of probabilistic determinations associated with subsets of the data, parameters, or metadata associated with the data (e.g., classifications associated with the content of the email, the recipient of the email, the sender of the email, etc.).
[0059] For example, continuing with the email example, one probabilistic algorithm may be based on the combination of the classification or determination of four characteristics associated with the email, which may be used to determine whether to classify the email as a personal email, or non-work related. The first characteristic can include the probability that an email address associated with a participant (e.g., sender, recipient, BCC recipient, etc.) of the email conversation is used by a single employee. This determination may be based on the email address itself (e.g., topic based versus name based email address), the creator of the email address, or any other factor that can be used to determine whether an email address is shared or associated with a particular individual. The second characteristic can include the probability that keywords within the email are not associated with peer-to-peer or work-related communications. For example, terms of endearment and discussion of children and children's activities are less likely to be included in work related communications. The third characteristic can include the probability that the email address is associated with a participant domain or public service provider (e.g., Yahoo® email or Google® email) as opposed to a corporate or work email account. The fourth characteristic can include determining the probability that the message or email thread can be classified as conversational as opposed to, for example, formal. For example, a series of quick questions in a thread of emails, the use of a number of slang words, or excessive typographical errors may indicate that an email is likely conversational. The a posteriori classification engine 228 can use the determined probabilities for the above four characteristics to determine the probability that the email communication is personal as opposed to, for example, work-related, or spam email.
[0060] The combination of probabilities may not total 100%. Further, the combination may itself be a probability and the classification can be based on a threshold determination. For example, the threshold may be set such that an email is classified as personal if there is a 90% probability for three of the four above parameters indicating the email is personal (e.g., email address is used by a single employee, the keywords are not typical of peer-to-peer communication, at least some of the participant domains are from known public service providers, and the message thread is conversational).
[0061] As another example of the a posteriori classification engine 228 classifying data, the a posteriori classification engine 228 can use a probabilistic algorithm to determine whether a participant of an email is a customer. The a posteriori classification engine 228 can use the participant's identity (e.g., a customer) to facilitate classifying data that is associated with the participant (e.g., emails, files, etc.). To determine whether the participant should be classified as a customer, the a posteriori classification engine 228 can examiner a number of parameters including a relevant Active Directory Organizational Unit (e.g., sales, support, finance) associated with the participant and/or other participants in communication with the participant, the participant's presence in forum discussions, etc. In some cases, characteristics used to classify data may be weighted differently as part of the probabilistic algorithm. For example, email domain may be a poor characteristic to classify a participant in some cases because the email domain may be associated with multiple roles. For instance, Microsoft® may be a partner, a customer, and a competitor.
[0062] In some implementations, a user (e.g., an administrator) can define the probabilistic algorithms used by the a posteriori classification engine 228. For example, suppose customer Y is a customer of business X and that the management of business X is interested in tracking the percentage of communication between business X and customer Y that relates to sales. Further, suppose that a number of employees from business X and a number of employees from business Y are in communication via email. Some of these employees may be in communication to discuss sales. However, it is also possible that some of the employees may be in communication for technical support issues, invoicing, or for personal reasons (e.g., a spouse of a business X employee may work at customer Y). Thus, in this example, to track the percentage of communication between business X and customer Y that relates to sales the user may define a probabilistic algorithm that classifies communications based on the probability that the communication relates to sales. The algorithm for determining the probability may be based on a number of pieces of metadata associated with each communication. For example, the metadata may include the sender's job title, the recipient's job title, the name of the sender, the name of the recipient, whether the communication identifies a product number or an order number, the time of communication, a set of keywords in the content of the communication, etc.
[0063] Using the a posteriori classification engine 228, data may be classified based on metadata associated with the data. For example, the communication in the above example can be classified based on whether it relates to sales, supplies, project development, management, personnel, or is personal. The determination of what the data relates to can be based on any criteria. For example, the determination may be based on keywords associated with the data, the data owner, the data author, the identity or roles of users who have accessed the data, the type of data file, the size of the file, the data the file was created, etc.
[0064] In certain embodiments, the a posteriori classification engine 228 can use the heuristics engine 230 to facilitate classifying data. Further, in some cases, the a posteriori classification engine 228 can use the heuristics engine 230 to validate classifications, to develop probable associations between potentially related content, and to validate the associations as the data collection system 132 collects more data. In certain embodiments, the a posteriori classification engine 228 may base the classifications of data on the associations between potentially related content. In some implementations, the heuristic engine 230 may use machine learning techniques to optimize or update the heuristic algorithms.
[0065] In some embodiments, a user (e.g., an administrator) can verify whether the data or metadata has been correctly classified. Based on the result of this verification, in some cases, the a posteriori classification engine 228 may correct or update one or more classifications of previously processed or classified data. Further, in some implementations, the user can verify whether two or more pieces of data or metadata have been correctly associated with each other. Based on the result of this verification, the a posteriori classification engine 228 using, for example, the heuristics engine 230 can correct one or more associations between previously processed data or metadata. Further, in certain embodiments, one or more of the a posteriori classification engine 228 and the heuristics engine 230 may update one or more algorithms used for processing the data provided by the data collection system 132 based on the verifications provided by the user.
[0066] In some embodiments, the heuristics engine 230 may be used as a separate classification engine from the a priori classification engine 226 and the a posteriori classification engine 228. Alternatively, the heuristics engine 230 may be used in concert with one or more of the a priori classification engine 226 and the a posteriori classification engine 228. Similar to the a posteriori classification engine 228, the heuristics engine 230 generally classifies data after the data has been collected and stored at the databases 232. However, in some cases, the heuristics engine 230 can also be used to classify data as it is collected by the collection engine 202.
[0067] The heuristics engine 230 can use any type of heuristic algorithm for classifying data. For example, the heuristics engine 230 can determine whether a number of characteristics are associated with the data and based on the determination, classify the data. For example, data that mentions a product, includes price information, addresses (e.g., billing and shipping addresses), and quantity information may be classified as sales data. In some cases, the heuristics engine 230 can classify data based on a subset of characteristics. For example, if a majority or two-thirds of characteristics associated with a particular classification are identified as existing in a set of data, the heuristics engine 230 can associate the classification with the set of data. In some cases, the heuristics engine 230 determines whether one or more characteristics are associated with the data. In other words, the heuristics engine can determine whether a particular characteristic is or is not associated with the data. Alternatively, or in addition, the heuristics engine 230 can determine the value or attribute of a particular characteristic associated with the data. The value or attribute of the characteristic may then be used to determine a classification for the data. For example, one characteristic that may be used to classify data is the length of the data. For instance, in some cases, a long email may make one classification more likely that a short email.
[0068] The a priori classification engine 226 and the a posteriori classification engine 228 can store the data classification at the databases 232. Further, the a posteriori classification engine 228 and the heuristics engine 230 can store the probable associations between potentially related data at the databases 232. In some cases, as classifications and associations are updated based on, for example, user verifications or updates to the a posteriori and heuristic classification and association algorithms, the data or metadata stored at the databases 232 can be modified to reflect the updates.
[0069] Users can communicate with the BIM system 130 using a client computing system (e.g., client 114, client 116, or client 118). In some cases, access to the BIM system 130, or to some features of the BIM system 130, may be restricted to users who are using clients associated with the computing environment 102. As described above, in some cases, at least some users can access the BIM system 130 to verify classifications and associations of data by the data classification system 134. In addition, in some cases, at least some users can access at least some of the data and/or metadata stored at the data classification system 134 using the BIM access system 136. The BIM access system 136 can include a user interface 240, a query manager 242, and a query security manager 244.
[0070] The user interface 240 can generally include any system that enables a user to communicate with the BIM system 130. Further, the user interface 240 enables the user to submit a query to the BIM system 130 to access the data or metadata stored at the databases 232. Moreover, the query can be based on any number of or type of data or metadata fields or variables. Advantageously, in certain embodiments, by enabling, a user to create a query based on any number or type of fields, complex queries can be generated. Further, because the BIM system 130 can collect and analyze data from a number of internal and external data sources, a user of the BIM system 130 can extract data that is not typically available by accessing a single data source. For example, a user can query the BIM system 130 to locate all personal messages sent by the members of the user's department within the last month. As a second example, a user can query the BIM system 130 to locate all helpdesk requests received in a specific month outside of business hours that were sent by customers from Europe. As an additional example, a product manager may create a query to examine customer reactions to a new product release or the pitfalls associated with a new marketing campaign. The query may return data that is based on a number of sources including, for example, emails received from customers or users, Facebook® posts, Twitter® feeds, forum posts, quantity of returned products, etc.
[0071] Further, in some cases, a user can create a relatively simple query to obtain a larger picture of an organization's knowledge compared to systems that are incapable of integrating the potentially large number of information sources used by some businesses or organizations. For example, a user can query the BIM system 130 for information associated with customer X over a time range. In response, the BIM system 130 may provide the user with all information associated with customer X over the time range, which can include who communicated with customer X, the percentage of communications relating to specific topics (e.g., sales, support, etc.), the products designed for customer X, the employees who performed any work relating to customer X and the employees' roles, etc. This information may not be captured by a single source. For example, the communications may be obtained from an email server, the products may be identified from product drawings, and the employees and their roles may be identified by examining who accessed specific files in combination with the employees' human resources (HR) records.
[0072] The query manager 242 can include any system that enables the user to create the query. The query manager 242 can cause the available types of search parameters for searching the databases 232 to be presented to a user via the user interface 240. These search parameter types can include any type of search parameter that can be used to form a query for searching the databases 232. For example, the search parameter types can include names (e.g., employee names, customer names, vendor names, etc.), data categories (e.g., sales, invoices, communications, designs, miscellaneous, etc.), stored data types (e.g., strings, integers, dates, times, etc.), data sources (e.g., internal data sources, external data sources, communication sources, sales department sources, product design sources, etc.), dates, etc. In some cases, the query manager 242 can also parse a query provided by a user. For example, some queries may be provided using a text-based interface or using a text-field in a Graphical User Interface (GUI). In such cases, the query manager 242 may be configured to parse the query.
[0073] The query manager 242 can further include any system that enables the user to create or select a query package that serves as the query. In certain embodiments, the query manager 242 can maintain query packages for each user, group of users, and/or the like. The query packages can be stored, for example, in a SQL database that maintains each user's query packages in a table by a unique identifier. In some embodiments, each user may have a profile that includes a list of package identifiers for that user. The query manager 242 can cause query packages associated with the user to be presented and made selectable via the user interface 240. In various embodiments, the query manager 242 can also facilitate creation of new query packages. New query packages can be made accessible to users in various ways. For example, the new query packages can be created by the user, shared with the user by another user, pushed to the user by an administrator, or created in another fashion.
[0074] Further, the query manager 242 can cause any type of additional options for querying the databases 232 to be presented to the user via the user interface 240. These additional options can include, for example, options relating to how query results are displayed or stored.
[0075] In some cases, access to the data stored in the BIM system 130 may be limited to specific users or specific roles. For example, access to the data may be limited to “Bob” or to senior managers. Further, some data may be accessible by some users, but not others. For example, sales managers may be limited to accessing information relating to sales, invoicing, and marketing, technical managers may be limited to accessing information relating to product development, design and manufacture, and executive officers may have access to both types of data, and possibly more. In certain embodiments, the query manager 242 can limit the search parameter options that are presented to a user for forming a query based on the user's identity and/or role.
[0076] The query security manager 244 can include any system for regulating who can access the data or subsets of data. The query security manager 244 can regulate access to the databases 232 and/or a subset of the information stored at the databases 232 based on any number and/or types of factors. For example, these factors can include a user's identity, a user's role, a source of the data, a time associated with the data (e.g., the time the data was created, a time the data was last accessed, an expiration time, etc.), whether the data is historical or current, etc.
[0077] Further, the query security manager 244 can regulate access to the databases 232 and/or a subset of the information stored at the databases 232 based on security restrictions or data access policies implemented by the business logic security manager 208. For example, the business logic security manager 208 may identify all data that is “sensitive” based on a set of rules, such as whether the data mentions one or more keywords relating to an unannounced product in development. Continuing this example, the business logic security manager 208 may label the sensitive data as, for example, sensitive, and may identify which users or roles, which are associated with a set of users, can access data labeled as sensitive. The query security manager 244 can then regulate access to the data labeled as sensitive based on the user or the role associated with the user who is accessing the databases 232.
[0078] Although illustrated separately, in some embodiments, the query security manager 244 can be included as part of the query manager 242. Further, in some cases, one or both of the query security manager 244 and the query manager 242 can be included as part of the user interface 240. In certain embodiments, some or all of the previously described systems can be combined or further divided into additional systems. Further, some or all of the previously described systems may be implemented in hardware, software, or a combination of hardware and software.
Example Data Collection Process
[0079] FIG. 3 presents a flowchart of an example of a data collection process 300. The process 300 can be implemented by any system that can access one or more data sources to collect data for storage and analysis. For example, the process 300, in whole or in part, can be implemented by one or more of the data collection system 132, the collection engine 202, the access manager 204, the business logic engine 206, and the business logic security manager 208. In some cases, the process 300 can be performed generally by the BIM system 130. Although any number of systems, in whole or in part, can implement the process 300, to simplify discussion, the process 300 will be described in relation to specific systems or subsystems of the BIM system 130.
[0080] The process 300 begins at block 302 where, for example, the collection engine 202 accesses data from the internal data sources 120. At block 304, the collection engine 202 accesses data from the external data sources 122. In some cases, either the block 302 or 304 may be optional. Accessing the data may include obtaining the data or a copy of the data from the internal data sources 120. Further, accessing the data may include accessing metadata associated with the data. In some embodiments, the collection engine 202 may obtain copies of the metadata or access the data to obtain or determine metadata associated with the data without obtaining a copy of the data. For example, in some cases, the collection engine 202 may access email from an email server to obtain metadata (e.g., sender, recipient, time sent, whether files are attached, etc.) associated with email messages with or, in some cases, without obtaining a copy of the email.
[0081] As previously described, accessing one or more of the internal data sources 120 and the external data sources 122 may involve using one or more credentials or accessing one or more accounts associated with the data sources. In such embodiments, the collection engine 202 may use the access manager 204 to access the credentials and/or to facilitate accessing the data sources.
[0082] Generally, although not necessarily, the data obtained at blocks 302 and 304 is raw data that is obtained in the format that the data is stored at the data sources with little to no modification. At block 306, the business logic engine 206, as described above, can reformat or transform the accessed or collected data for analysis and/or storage. Reformatting the accessed or collected data can include formatting the data to enable further processing by the BIM system 130. Further, reformatting the accessed or collected data can include formatting the data in a format specified by a user (e.g., an administrator). In addition, in certain cases, reformatting the data can include extracting metadata from the accessed or collected data. In some cases, block 306 can include abstracting the data to facilitate analysis. For example, assuming the data under analysis is an email, a number of users may be identified. For instance, an email may include a sender, one or more recipients, which may also include users that are carbon copied, or listed on the CC line, and Blind Carbon Copied, or listed on the BCC line, and, in some cases, non-user recipients, such as lists or email addresses that result in a copy of the email being placed in an electronic folder for storage. Each of these users can be abstracted as “communication participant.” The data can then be analyzed and/or stored with each user identified, for example, as a “communication participant.” As another example of abstracting the data, the text content of each type of message can be abstracted as “message body.” Thus, an email, a Twitter® post, and a Facebook® post, and a forum post, and a product review can all be abstracted as “message body.” By abstracting data, the BIM system 130 enables more in-depth searching across multiple data sources. For example, a user can search for all messages associated with communication participant X. The result of the search can include any type of message that is associated with user X including emails sent by user X, emails received by user X, product review by user X, Twitter® posts by user X, etc. In some embodiments, the databases 232 may store the abstracted or transformed data and the original data or references to the original sources of data. In other embodiments, the databases 232 may store the abstracted or transformed data in place of the original data.
[0083] In some cases, reformatting the data may be optional. For example, in cases where the collection engine 202 collects metadata from sources that share a common or substantially similar data storage format, the block 306 may be unnecessary.
[0084] At block 308, the business logic security manager 208 applies a security or data access policy to the collected data. Applying the security policy can include preventing the collection engine 202 from accessing some data. For example, applying the security policy can include preventing the collection engine 202 from accessing encrypted files, files associated with a specific project or user, or files marked private. Further, applying the security policy can include marking or identifying data, based on the security policy, that should not be stored at the databases 232, that should be accessible by a set of users or roles, or that should be inaccessible by a set of users or roles. The business logic security manager 208 can filter any data marked for exclusion from storage in the databases 232 at block 310. Further, the business logic security manager 208 and/or the business logic engine 206 can filter out any data to be excluded based on a data access policy, which can be based on any type of factor for excluding data. For example, data may be filtered based on the age of the data, such as files created more than five years ago or emails more than two years old.
[0085] At block 312, the business logic engine 206 or the business logic security manager 208 may classify the collected and/or filtered data. The data may be classified based on, for example, who can access the data, the type of data, the source of the data, or any other factor that can be used to classify data. In some embodiments, the data may be provided to the data classification system 134 for classification. Some non-limiting embodiments of a process for classifying the data are described in further detail below with respect to the process 400, which is illustrated in FIG. 4 .
[0086] The business logic engine 206 further formats the data for storage at block 314. Formatting the data for storage can include creating a low-level abstraction of the data, transforming the data, or extracting metadata for storage in place of the data. In some cases, block 314 can include some or all of the embodiments described above with respect to the block 306. In some embodiments, data may go through one abstraction or transformation process at the block 306 to optimize the data for analysis and go through another abstraction or transformation process at the block 314 to optimize the data for storage and/or query access. In some embodiments, the metadata may be stored in addition to the data. Further, the metadata, in some cases, may be used for querying the databases 232. For example, a user can search the databases 232 for information based on one or more metadata fields. In some embodiments, one or more of the blocks 306 and 314 may be optional.
[0087] At block 316, the data collection system 132 can cause the data to be stored at, for example, the databases 232. This stored data can include one or more of the collected data, the metadata, and the abstracted data. In some embodiments, storing the data can include providing the data to the data repository 222 for indexing. In such embodiments, the data repository 222 can store the indexed data at the databases 232.
[0088] Although the process 300 was presented above in a specific order, it is possible for the operations of the process 300 to be performed in a different order or in parallel. For example, the business logic security manager 208 may perform the block 308, at least in part, prior to or in parallel with the blocks 302 and 304. As a second example, the business logic engine 206 may perform the block 306 as each item of data is accessed or after a set of data is accessed at the blocks 302 and 304.
Example Data Classification Process
[0089] FIG. 4 presents a flowchart of an example of a data classification process 400. The process 400 can be implemented by any system that can classify data and/or metadata. For example, the process 400, in whole or in part, can be implemented by one or more of the data classification system 134, the data repository engine 222, the task scheduler 224, the a priori classification engine 226, the a posteriori classification engine 228, and the heuristics engine 230. In some cases, the process 400 can be performed generally by the BIM system 130. Although any number of systems, in whole or in part, can implement the process 400, to simplify discussion, the process 400 will be described in relation to specific systems or subsystems of the BIM system 130.
[0090] The process 400 begins at block 402 where, for example, the data collection system 132 accesses data from one or more of the internal data sources 120 and the external data sources 122. The data collection system 132 may use the collection engine 202 to access the data. Further, the block 402 can include some or all of the embodiments described above with respect to the blocks 302 and 304. Moreover, some or all of the process 300 described above can be performed as part of the process performed at block 402. In some embodiments, the process 400 can be performed as part of the block 312 above. In such embodiments, the block 402 may include the data collection system 132 providing the data, a reformatted version of the data, an abstraction of the data, and/or metadata to the data classification system 134. In some implementations, the process 400 may be performed separately or independently of the data collection process. In such embodiments, the block 402 may include accessing the data from the databases 232. In some cases, the databases 232 may include a database for classified data and a separate database for data that has not yet been classified.
[0091] At block 404, the a priori classification engine 226 classifies the data based on a set of user-specified classification rules. As previously mentioned, a developer of the BIM system 130 or a user (e.g., an administrator) may specify the classification rules. Further, the classification rules can include any rules for classifying data based on the data or metadata associated with the data. For example, data may be classified based on the author of the data, the owner of the data, the time the data was created, etc.
[0092] At block 406, the a posteriori classification engine 228 classifies the data using a posteriori analysis. This may include the a posteriori classification engine 228 using one or more probabilistic algorithms to determine one or more classifications for the data. The a posteriori classification engine 228 can use any type of probabilistic algorithm for classifying the data. For example, the classification may be based on one or more Bayesian probability algorithms. As another example, the a posteriori classification may be based on clustering of similar or dissimilar pieces of data. One example of such an approach that can be adapted for use herein is the Braun-Blanquet method that is sometimes used in vegetation science. One or both of the a priori classification and the a posteriori classification may be based on one or more variables or criteria associated with the data or metadata.
[0093] In some embodiments, the a posteriori classification engine 228 may use the heuristics engine 230 to facilitate calculating the probabilistic classifications of the data. For example, the a posteriori classification engine 228 can modify the probabilities used to classify the data based on a determination of the heuristics engine 230 of the accuracy of the classification of previously classified data. The heuristics engine 230 may determine the accuracy of the classification of previously classified data based on, for example, feedback by the user. This feedback may include, for example, manual reclassification of data, indications by a user of the accuracy of prior classifications, indications of the accuracy or usefulness of query results from querying the databases 232 that include the classified data, etc. Further, the heuristics engine 230 may determine the accuracy of the classification of previously classified data based on, for example, the classifications of data accessed more recently than the previously classified data. In some cases, the more recent data may have been accessed before or at the same time as the previously classified data, but may be classified after the previously classified data.
[0094] At block 408, the heuristics engine 230 can classify data using a heuristics analysis. As previously described, in some cases, the heuristics engine 230 can classify the data based on the number or percentage of characteristics or attributes associated with the data that match a particular classification.
[0095] In some embodiments, the task scheduler 224 schedules one or more of the blocks 404, 406, and 408. Further, in some cases, the task scheduler 224 may determine whether to perform the process 400 and/or one or more of the blocks 404, 406, and 408. In some cases, one or more of the blocks 404, 406, and 408 may be optional. For instance, an initial classification may be associated with data when it is collected via the process associated with the block 404. The data may then be further classified or reclassified at collection, or at a later time, using the process associated with the block 406, the block 408, or a combination of the blocks 406 and 408.
[0096] At block 410, the data repository engine 222 stores or causes to be stored the data and the data classifications at the databases 232. In some cases, the data repository engine 222 may store metadata associated with the data at the databases 232 instead of, or in addition to, storing the data.
[0097] At block 412, the data repository engine 222 can update the a posteriori algorithms based on the classifications determined for the data. In addition, or alternatively, the a posteriori algorithms may be updated based on previously classified data. The a posteriori algorithms may be updated based on customer feedback and/or the determination of the heuristics engine 230 as described above with respect to the block 406. Further, updating the a posteriori algorithms may include modifying the probabilistic weights applied to one or more variables or pieces of metadata used to determine the one or more classifications of the data. Moreover, updating the a posteriori algorithms may include modifying the one or more variables or pieces of metadata used to determine the one or more classifications of the data. In some cases, the block 412 can include modifying the heuristic algorithms used at the block 408. For example, the number of characteristics required to classify the data with a particular classification may be modified. In addition, or alternatively, the weight applied to each of the characteristics may be modified at the block 412.
[0098] As with the process 300, it is possible for the operations of the process 400 to be performed in a different order or in parallel. For example, the blocks 404 and 406 may be performed in a different order or in parallel.
Example Data Query Process Using User-Provided Query
[0099] FIG. 5 presents a flowchart of an example of a data query process 500. The process 500 can be implemented by any system that can process a query provided by a user or another system and cause the results of the query to be presented to the user or provided to the other system. For example, the process 500, in whole or in part, can be implemented by one or more of the BIM access system 136, the user interface 240, the query manager 242, and the query security manager 244. In some cases, the process 500 can be performed generally by the BIM system 130. Although any number of systems, in whole or in part, can implement the process 500, to simplify discussion, the process 500 will be described in relation to specific systems or subsystems of the BIM system 130.
[0100] The process 500 begins at block 502 where, for example, the user interface 240 receives a set of one or more search parameters from a user via a client (e.g., the client 114). In some embodiments, the search parameters may be provided by another computing system. For example, in some embodiments, an application running on a server (not shown) or a client (e.g., the client 116) may be configured to query the BIM system 130 in response to an event or at a predetermined time. The application can then use the result of the query to perform an application-specific process. For instance, an application or script may be configured to query the BIM system 130 every month to determine the workload of each employee or of the employees in a specific department of an organization to determine, for example, whether additional employees are needed or whether the allocation of human resources within different departments should be redistributed. In this example, the application can determine whether to alert a user based on the result of the determination.
[0101] In some implementations, a user can provide a text-based query to the user interface 240. This text-based query can be parsed by, for example, the user interface 240 and/or the query manager 242. Alternatively, or in addition, the user interface 240 can provide a set of query options and/or fields that a user can use to formulate a query of the BIM system 130. The query options or fields can include any type of option or field that can be used to form a query of the BIM system 130. For example, the query options or fields can include tags, classifications, time ranges, keywords, user identifiers, user roles, customer identifiers, vendor identifiers, corporate locations, geographic locations, etc. In some embodiments, the query options and/or search fields presented to a user may be generated based on the data stored in the databases 232. For example, if the databases 232 includes email data, a sender field and a recipient field may be available for generating a query. However, if the databases 232 lacks any email data, the sender and recipient fields may not be available for generating a query.
[0102] In some cases, the query security manager 244 can limit or determine the fields or options that the user interface 240 can present to the user based on, for example, the user's permissions or the user's role. For example, fields relating to querying the BIM system 130 regarding the content of a business's email may be unavailable to a user who is not authorized to search the contents of collected email. For instance, searching the content of emails may be limited to the legal department for compliance purposes. Other users may be prohibited from searching the email content for privacy reasons.
[0103] At block 504, the query manager 242 formats a query based on the search parameters received at block 502. Formatting the query may include transforming the search parameters and query options provided by the user into a form that can be processed by the data repository engine 222. In certain embodiments, the block 504 may be optional. For example, in some cases the search parameters may be provided by the user in a form of a query that can be processed by the BIM system 130 without modification.
[0104] At block 506, the user interface 240 receives one or more user credentials from the user. In some cases, the user credentials may be received from an application. The user credentials can include any type of credential or identifier that can be used to identify a user and/or determine a set of permissions or a level of authorization associated with the user. At block 508, the query security manager 244 can validate the user, or application, based at least in part on the user credentials received at the user interface 240. Validating the user can include identifying the user, identifying permissions associated with the user, the user's role, and/or an authorization level associated with the user. In some embodiments, if the query security manager 244 is unable to validate the user or determines that the user lacks authorization to access the BIM system 130 and/or query the databases 232, the query security manager 244 may reject the user's query. Further, the user interface 240 may inform the user that the user is not authorized to access the BIM system 130 or to query the databases 232. In some implementations, if the user identifies as a guest or if the query security manager 244 is unable to validate the guest, the user may be associated with a guest identity and/or a set of guest permissions, which may permit limited access to the BIM system 130 or the data stored at the databases 232. In some cases, a guest may receive full access to the BIM system 130. However, the actions of the guest may be logged or logged differently than the actions of an identified user.
[0105] At block 510, the query security manager 244 attaches the user permissions to the query. Alternatively, or in addition, the query security manager may attach the user's identity, role, and/or authorization level to the query. In some embodiments, one or more of the blocks 506, 508, and 510 may be optional.
[0106] At block 512, the query manager 242 retrieves data, and/or metadata, satisfying the query. In some implementations, the block 512 may include providing the query to the data repository engine 222 for processing. The data repository engine 222 can then query the databases 232 to obtain data that satisfies the query. This data can then be provided to the query manager 242.
[0107] At decision block 514, the query security manager 244 can determine whether the user has permission, or is authorized, to access the data that satisfies the query. Determining whether the user has permission to access the data may be based on any type of factor that can be used to determine whether a user can access data. For example, the determination may be based, at least in part, on the user's credentials, the user's permissions, a security level associated with the data, etc. In some cases, the data repository engine 222 may perform the decision block 514 as part of the process associated with the block 512.
[0108] If the query security manager 244 determines that the user does not have permission to access the data, the query security manager 244 rejects the user query at block 516. In some cases, rejecting the user query may include informing the user that the query is not authorized and/or that the user is not authorized to access the data associated with the query. In other cases, rejecting the user query may include doing nothing or presenting an indication to the user that no data satisfies the user's query.
[0109] If the query security manager 244 determines that the user does have permission to access the data, the user interface 240 provides the user with access to the data at block 518. Providing the user with access to the data can include presenting the data on a webpage, in an application-generated window, in a file, in an email, or any other method for providing data to a user. In some cases, the data may be copied to a file and the user may be informed that the data is ready for access by, for example, providing the user with a copy of the file, a link to the file, or a location associated with the file.
[0110] With some queries, a user may be authorized to access some data that satisfies the query, but not other data that satisfies the query. In such cases, the user may be presented with the data that the user is authorized to access. Further, the user may be informed that additional data exists that was not provided because, for example, the user was not authorized to access the data. In other cases, the user may not be informed that additional data exists that was not provided.
[0111] In some embodiments, the decision block 514 and block 516 may be optional. For example, in some cases where the search parameters available to a user are based on the user's permissions, decision block 514 may be superfluous. However, in other embodiments, both the search parameters available to the user and the data the user can access are independently determined based on the user's permissions.
[0112] Advantageously, in certain embodiments, the process 500 can be used to identify new information and/or to determine trends that would be more difficult or identify or not possible to identify based on a single data source. For example, the process 500 can be used to identify the most productive and least productive employees of an organization based on a variety of metrics. Examining a single data source may not provide this information because employees serve different roles. Further, different employees are unproductive in different ways. For example, some employees may spend time an inordinate amount of time on social networking sites or emailing friends. Other employees may procrastinate by playing games or by talking in the kitchen. Thus, examining only email use or Internet activity may not provide an accurate determination of which employees are more productive. In addition, some employees can accomplish more work in less time than other employees. Thus, to determine which employees are the most productive during working hours requires examining a number of data sources. The BIM system 130 makes this possible by enabling a user to generate a query that relates the amount of time in the office to the amount of time spent procrastinating at different types of activities to the number of work-related tasks that are accomplished.
[0113] As a second example, the BIM system 130 can be used to identify the salespersons and the communications techniques that are most effective for each customer. For instance, a user can generate a query that relates sales, the method of communication, the content of communication, the salespersons contacting each of the customers, and the customers. Based on the result of this query, a manager may be able to determine that certain salespersons generate larger sales when using a particular communication method with a particular customer while other salespersons may be more effective with a different communication method with the particular customer or may be more effective with other customers.
[0114] An additional example of an application of the BIM system 130 can include gauging employee reaction to an executive memorandum or a reorganization announcement. Queries can be generated to access all communications associated with the memorandum or announcement. Alternatively, or in addition, queries can be generated to identify the general mood of employees post memorandum or announcement. These queries can examine the tone of emails and other communications (e.g., social networking posts, etc.). Additional examples of applications for using the BIM system 130 can include determining whether employees are communicating with external sources in a manner that adheres to corporate policies, communicating with customers in a timely fashion, or accessing data that is unrelated to their job role.
Example of a Heuristics Engine
[0115] FIG. 6 illustrates an example of a heuristics engine 602. In a typical embodiment, the heuristics engine 602 operates as described with respect to the heuristics engine 230 of FIG. 2 . In a typical embodiment, the heuristics engine 602 is operable to perform a heuristics analysis for each of a plurality of different classifications and thereby reach a classification result for each classification. The classification result may be, for example, an indication whether a given classification should be assigned to given data. For purposes of simplicity, the heuristics engine 602 may be periodically described, by way of example, with respect to a single classification.
[0116] The heuristics engine 602 includes a profiling engine 604 and a comparison engine 606. In a typical embodiment, the profiling engine 604 is operable to develop one or more profiles 608 by performing, for example, a multivariate analysis. For example, in certain embodiments, the one or more profiles 608 may relate to what constitutes a personal message. In these embodiments, the profiling engine 604 can perform a multivariate analysis of communications known to be personal messages in order to develop the one or more profiles 608. In some embodiments, the one or more profiles 608 can also be manually established.
[0117] In typical embodiment, the one or more profiles 608 can each include an inclusion list 610 and a filter list 612. The inclusion list 610 can include a list of tokens such as, for example, words, that have been determined to be associated with the classification to which the profile corresponds (e.g., personal message, business message, etc.). In a typical embodiment, for each token in the inclusion list 610, the appearance of the token in a communication makes it more likely that the communication should be assigned the classification. The filter list 612 can include a list of tokens such as, for example, words, that have been determined to have little to no bearing on whether a given communication should be assigned the classification. In some embodiments, the filter list 612 may be common across all classifications.
[0118] In certain embodiments, the inclusion list 610 may be associated with statistical data that is maintained by the profiling engine 604. Based on the statistical data, the one or more profiles 608 can provide means, or expected values, relative to the inclusion list 610. In some embodiments, the expected value may be based on an input such as a length of a given communication (e.g., a number of characters or words). According to this example, the expected value may be an expected number of “hits” on the inclusion list 610 for a personal message of a particular length. The particular length may correspond to a length of the given communication. By way of further example, the expected value may be an expected percentage of words of a personal message that are “hits” on the inclusion list 610. Optionally, the expected percentage may be based on a length of the given communication in similar fashion to that described above with respect to the expected number of “hits.”
[0119] The comparison engine 606 is operable to compare data to the one or more profiles 108 based on configurations 612. The configurations 612 typically include heuristics for establishing whether data should be classified into the classification. In particular, the configurations 612 can include one or more thresholds that are established relative to the statistical data maintained by the profiling engine 604. For example, each threshold can be established as a number of standard deviations relative to an expected value.
[0120] For example, continuing the personal-message classification example described above, the configurations 614 may require that an actual value of a given metric for a new communication not be more than two standard deviations below the expected value of the given metric. In this fashion, if the actual value is not more than two standard deviations below the expected value, the new communication may be assigned the classification. The given metric may be, for example, a number or percentage of “hits” as described above.
Example of a Heuristics Process
[0121] FIG. 7 presents a flowchart of an example of a heuristics process 700 for classifying data into a classification. The process 700 can be implemented by any system that can classify data and/or metadata. For example, the process 700, in whole or in part, can be implemented by a heuristics engine such as, for example, the heuristics engine 230 of FIG. 2 or the heuristics engine 602 of FIG. 6 . In some cases, the process 700 can be performed generally by the BIM system 130. Although any number of systems, in whole or in part, can implement the process 700, to simplify discussion, the process 700 will be described in relation to the heuristics engine. The process 700 begins at step 702.
[0122] At step 702, the heuristics engine receives new data. The new data may be considered to be representative of any data, inclusive of metadata, for which classification is desired. The new data may be, for example, a new communication. From step 702, the process 700 proceeds to step 704. At step 704, the heuristics engine identifies one or more comparison attributes in the new data. For example, the one or more comparison attributes may be actual values for given metrics such as, for example, a number or percentage of “hits” on an inclusion list such as the inclusion list 610 of FIG. 6 . From step 704, the process 700 proceeds to step 706.
[0123] At step 706, the heuristics engine compares the one or more comparison attributes with one or more thresholds. The one or more thresholds may be defined as part of configurations such as, for example, the configurations 614 of FIG. 6 . From step 706, the process 700 proceeds to step 708. At step 708, the heuristics engine determines whether classification criteria has been satisfied. In a typical embodiment, the classification criteria is representative of criteria for determining whether the new data should be assigned the classification. The classification criteria may specify, for example, that all or a particular combination of the one or more thresholds be satisfied.
[0124] If it is determined at step 708 that the classification criteria not been satisfied, the process 700 proceeds to step 712 where the process 700 ends without the new data being assigned the classification. If it is determined at step 708 that the classification criteria has been satisfied, the process 700 proceeds to step 710. At step 710, the heuristics engine assigns the classification to the new data. From step 710, the process 700 proceeds to step 712. At step 712, the process 700 ends.
Example of Query Packages
[0125] In certain embodiments, data queries as described with respect to FIGS. 1-5 may also be accomplished using query packages. A query package generally encapsulates package attributes such as, for example, search parameters as described above with respect to queries, as long with other package attributes that enable enhanced functionality. For example, a query package can further encapsulate a package attribute that specifies a type of data visualization that is to be created using the queried data. The type of data visualization can include, for example, scatterplots, pie charts, tables, bar charts, geospatial representations, heat maps, chord charts, interactive graphs, bubble charts, candlestick charts, stoplight charts, spring graphs, and/or other types of charts, graphs, or manners of displaying data.
[0126] In some embodiments, query packages may run one specific query. In various other embodiments, query packages may run multiple queries. Table 1 below lists exemplary package attributes that can be included in a given query package.
[0127]
| TABLE 1 | |
|---|---|
| PACKAGE | |
| ATTRIBUTE(S) | DESCRIPTION |
| Package Name | A name by which the query package can be |
| referenced. | |
| Package | A description of the query package’s operation. |
| Description | |
| Security Scope | Optionally specify a security and data access policy |
| as described with respect to FIG. 2. | |
| Visualization | Specifies a type of data visualization such as, for |
| example, scatterplots, pie charts, tables, bar charts, | |
| geospatial representations, heat maps, chord charts, | |
| interactive graphs, bubble charts, candlestick charts, | |
| stoplight charts, spring graphs, and/or other types of | |
| charts, graphs, or manners of displaying data | |
| In cases where the package is representative of | |
| multiple queries, the visualization attribute may be | |
| represented as an array of visualizations that can | |
| each have a visualization type, a data source, and a | |
| target entity (e.g., entity that is being counted such | |
| as, for example, messages, message participants, | |
| etc.) | |
| Default Group- | Retrieves data according to, for example, one or |
| By Field | more data columns (e.g., by location, department, |
| etc.). | |
| Aggregation | A time period such as, for example, daily, hourly, |
| Period | etc. |
| Data-Smoothing | Specifies one or more algorithms that attempt to |
| Attributes | capture important patterns in the data, while leaving |
| out noise or other fine-scale structures/rapid | |
| phenomena. | |
| Visualization- | Certain types of visualizations may require |
| Specific | additional attributes such as, for example, |
| Attributes | specification of settings for sorting, number of |
| elements in a data series, etc. | |
| Facet Names | Data (or fields) related to the query that can be used |
| to categorize data. Particular values of facets can be | |
| used, for example, to constrain query results. | |
| Array of Entities | An array of entities that can each have, for example, |
| a name, entity type (e.g., message), filter expression, | |
| and a parent-entity property. | |
| Array of Facets | An array of facets that can each have, for example, a |
| name, group-by field, and a minimum/maximum | |
| number of results to show. | |
[0128] In a typical embodiment, query packages can be shared among users or distributed to users, for example, by an administrator. In a typical embodiment, one user may share a particular query package with another user or group of users via the user interface 240. In similar fashion the other user or group of users can accept the query package via the user interface 240. Therefore, the query manager 242 can add the shared query package for the user or group of users. As described above, the query manager 242 generally maintains each user's query packages in a table by a unique identifier. In a typical embodiment, query packages further facilitate sharing by specifying data and data sources in a relative fashion that is, for example, relative to a user running the query. For example, package attributes can refer to data owned by a user running the query or to data that is owned by users under the supervision of the user running the query rather than to specific data or users.
Example Data Query Process Using Query Packages
[0129] FIG. 8 presents a flowchart of an example of a data query process 800 that uses query packages. The process 800 can be implemented by any system that can process a query package provided by a user or another system and cause the results of a query encapsulated therein to be presented to the user or provided to the other system. For example, the process 800, in whole or in part, can be implemented by one or more of the BIM access system 136, the user interface 240, the query manager 242, and the query security manager 244. In some cases, the process 800 can be performed generally by the BIM system 130. Although any number of systems, in whole or in part, can implement the process 800, to simplify discussion, the process 800 will be described in relation to specific systems or subsystems of the BIM system 130.
[0130] The process 800 begins at block 802 where, for example, the user interface 240 from a user a selection of a query package. In various embodiments, the query package may be selected from a list or graphical representation of query packages. As described above, the query package typically specifies a data visualization based on a data query. In various embodiments, the query package may specify more than one data visualization and/or be based on more than one data query. At block 804, the query manager 242 formats one or more queries based on the query package selected at block 802. In certain embodiments, the block 804 may be optional. For example, in some cases the query package may already include a query that can be processed by the BIM system 130 without modification.
[0131] At block 806, the user interface 240 receives one or more user credentials from the user. In some cases, the user credentials may be received from an application. The user credentials can include any type of credential or identifier that can be used to identify a user and/or determine a set of permissions or a level of authorization associated with the user. At block 808, the query security manager 244 can validate the user, or application, based at least in part on the user credentials received at the user interface 240. Validating the user can include identifying the user, identifying permissions associated with the user, the user's role, and/or an authorization level associated with the user. In some embodiments, if the query security manager 244 is unable to validate the user or determines that the user lacks authorization to access the BIM system 130 and/or query the databases 232, the query security manager 244 may reject the one or more queries. Further, the user interface 240 may inform the user that the user is not authorized to access the BIM system 130 or to query the databases 232. In some implementations, if the user identifies as a guest or if the query security manager 244 is unable to validate the guest, the user may be associated with a guest identity and/or a set of guest permissions, which may permit limited access to the BIM system 130 or the data stored at the databases 232. In some cases, a guest may receive full access to the BIM system 130. However, the actions of the guest may be logged or logged differently than the actions of an identified user.
[0132] At block 810, the query security manager 244 attaches the user permissions to the one or more queries. Alternatively, or in addition, the query security manager may attach the user's identity, role, and/or authorization level to the one or more queries. In some embodiments, one or more of the blocks 806, 808, and 810 may be optional.
[0133] At block 812, the query manager 242 retrieves data, and/or metadata, satisfying the one or more queries. In some implementations, the block 812 may include providing the one or more queries to the data repository engine 222 for processing. The data repository engine 222 can then query the databases 232 to obtain data that satisfies the one or more queries. This data can then be provided to the query manager 242.
[0134] At decision block 814, the query security manager 244 can determine whether the user has permission, or is authorized, to access the data that satisfies the one or more queries. Determining whether the user has permission to access the data may be based on any type of factor that can be used to determine whether a user can access data. For example, the determination may be based, at least in part, on the user's credentials, the user's permissions, a security level associated with the data, etc. In some cases, the data repository engine 222 may perform the decision block 814 as part of the process associated with the block 812.
[0135] If the query security manager 244 determines that the user does not have permission to access the data, the query security manager 244 rejects the one or more queries at block 816. In some cases, rejecting the one or more queries may include informing the user that the query package not authorized and/or that the user is not authorized to access the data associated with the query package. In other cases, rejecting the one or more queries may include doing nothing or presenting an indication to the user that no data satisfies the query package.
[0136] If the query security manager 244 determines that the user does have permission to access the data, the query manager 242 (or a separate visualization component) generates the data visualization at block 818. At block 820, the user interface 240 provides the data visualization to the user. Providing the user the data visualization can include presenting the data visualization on a webpage, in an application-generated window, in a file, in an email, or any other method for providing data to a user. In some cases, the data visualization may be copied to a file and the user may be informed that the data visualization is ready for access by, for example, providing the user with a copy of the file, a link to the file, or a location associated with the file.
[0137] FIG. 9 illustrates an example of a user interface that can be used by a user to select a query package.
[0138] FIG. 10 illustrates an example of a user interface that can be used by a user to create or modify a query package.
Example of a Data Model
[0139] Table 2 below provides an example of a data model that can be utilized by a BIM system such as, for example, the BIM system 130. In particular, Table 2 illustrates several entities that can be used to model communications such as, for example, personal communications or business communications.
[0140]
Examples of Utilization of a BIM Access System
| TABLE 2 | ||
|---|---|---|
| ENTITY | FIELD | DATA TYPE |
| Message | Body | String |
| Classifications | Strings | |
| Content | String | |
| Date | Date Time | |
| External Recipients | Entities (Message Participant) | |
| File Attachments | Entities (File) | |
| In reply to | Entity (Message) | |
| Internal Recipients | Entities (Message Participant) | |
| Is Encrypted | Boolean | |
| Message Attachments | Entities (Messages) | |
| Message IDs | Strings | |
| Original Message ID | String | |
| Participants | Entities (Message Participant) | |
| Platform | Enum (Message Platform type) | |
| Recipients | Entities (Message Participant) | |
| Send Date | Date Time | |
| Send Time of Day | Time | |
| Sender | Entity (Message Participant) | |
| Size | Integer | |
| Subject | String | |
| Thread | Entity (Message Thread) | |
| Type | Enum (Message Address Type) | |
| Message | Date | Date Time |
| Participant | Deletion Date | Date Time |
| Delivery Time | Time Span | |
| Has Been Delivered | Boolean | |
| ID | String | |
| Is Addressed in BCC | Boolean | |
| Is Addressed in CC | Boolean | |
| Is Addressed in TO | Boolean | |
| Is External Recipient | Boolean | |
| Is Internal Recipient | Boolean | |
| Is Recipient | Boolean | |
| Is Sender | Boolean | |
| MessgeAsSender | Entity (Message) | |
| MessageAs- | Entity (Message) | |
| InternalRecipient | ||
| MessageAs- | Entity (Message) | |
| ExternalRecipient | ||
| Message Address | Entity (Message Address) | |
| Person | Entity (Person Snapshot) | |
| Receipt Date | Date Time | |
| Receipt Time of Day | Time | |
| Responses | Entity (Message) | |
| Response Time | Time Span | |
| Message | Domain | Entity (ONS Domain) |
| Address | Is External | Boolean |
| Is Internal | Boolean | |
| Name | String | |
| Platform | Enum (Message Platform Type) | |
| Type | Enum (Message Address Type | |
| DNS | Name | String |
| Domain | Address | Entities (Messaging Address) |
| Person | All Reports | Entities (Person Snapshot) |
| Snapshot | ||
| Company | String | |
| Department | String | |
| Direct Reports | Entities (Person Snapshot) | |
| First Name | String | |
| Full Name | String | |
| History | Entity (Person History) | |
| ID | String | |
| Initials | String | |
| Job Title | String | |
| Last Name | String | |
| Manager | Entity (Person Snapshot) | |
| Managers | Entities (Person Snapshot) | |
| Messaging Addresses | Entities (Message Address) | |
| Message Participants | ||
| Office | String | |
| OU | String | |
| Snapshot Date | Date Time | |
| Street Address | Complex Type (Street Address) | |
| Telephone Numbers | Strings | |
| Street | City | String |
| Address | Country or Region | String |
| PO Box | String | |
| State or Province | String | |
| Street | String | |
| Zip or Postal Code | String | |
| Person | Current | Entity (Person) |
| HistoryID | Historic | Entities (Person) |
| String | ||
| Messages | Entities (Message) | |
| Timestamp | Date Time | |
| Message | ID | String |
| Thread | Messages | Entities (Message) |
| Participants | Entities (Message Participant | |
| Thread subject | String | |
| Timestamp | Date Time | |
| File | Filename | String |
| ID | String | |
| Messages | Entities (Message) | |
| Modified Date | Date Time | |
| Size | Integer | |
| Hash | String | |
Examples of Utilization of a BIM Access System
[0141] Table 3, Table 4, and Table 5 below provide several examples of how a BIM access system such as, for example, the BIM access system 136, can be utilized. In various embodiments, each example may be implemented as user-generated queries or query packages as described above. In particular, Table 3 illustrates uses cases for gleaning operational insights. Table 4 illustrates use cases for gleaning business insights. Table 5 illustrates uses cases for gleaning compliance insights.
[0142]
| TABLE 3 | ||||
|---|---|---|---|---|
| USER | ||||
| USE CASE | PERSONA | POTENTIAL OBJECTIVE(S) | INPUT | OUTPUT |
| Find Lost | Helpdesk | 1. Help a mail user unders7tand | Sender name, | Indication |
| Message | Personnel | why they (or a recipient) apparently | recipient name, | whether message |
| (Helpdesk) | didn’t receive a message; | message date | was delivered | |
| 2. Help that user prove whether the | range, and | and, if not, a | ||
| message was delivered or not, or | message subject. | location of where | ||
| whether message was caught by junk | message was last | |||
| filter; and | located. | |||
| 3. Escalate the problem to IT if | ||||
| there is a system problem. | ||||
| Find Lost | Mail User | 1 Understand why someone | Sender name, | Was message |
| Message (Self- | apparently didn’t receive a message I | recipient name, | delivered or is it | |
| Service) | sent them. | message date/time, | in transit | |
| 2. Discover whether the message | message subject | |||
| was actually delivered. | ||||
| 3. Report a system problem to IT if | ||||
| necessary. | ||||
| Track | Mail User | 1. Determine whether a specific | Sender name, | Was message sent |
| Anticipated | person sent a message that was expected | recipient name, | and delivered or is | |
| Message | to be sent. | message date range | it in transit | |
| 2. Determine whether the message | ||||
| was actually sent, or lost in transit. | ||||
| Measure | IT Manager | 1. Track the average and maximum | Source (mailbox / | Textual output of |
| Internal Mail | message delivery times of internal mail | site), target | compliance | |
| Delivery time | system. | (mailbox / site) | results, drill-into | |
| Compliance | the “Analyze | |||
| Internal Mail | ||||
| Delivery Times” | ||||
| scenario (and | ||||
| accompanying | ||||
| charts) to find out | ||||
| where your SLA | ||||
| was NOT met. | ||||
| Analyze | Messaging | 1. Show and trend the delivery times | Source (mailbox / | Trend charts of |
| Internal Mail | Administrator | between internal servers. | site), target | overall, site to |
| Delivery | 2. Identify problem areas, or future | (mailbox / site), | site, or server to | |
| Times | problem areas, regarding inter- | filter (maximum | server average / | |
| organization mail delivery. | delivery time | maximum | ||
| between 2 end- | delivery times | |||
| points) | ||||
| Diagnose Slow | Messaging | 1. Investigate why a particular | Sender, recipient, | Details of |
| or Lost | Administrator | message was slow to be delivered. | message date / | message delivery |
| Delivery for a | 2. Determine whether there is a | time, subject | path and timing | |
| Particular | problem with the mail system | wildcard, Filter on | ||
| Message | 3. Take any necessary corrective | message header | ||
| action, | (including x- | |||
| headers) | ||||
| Compare and | IT Manager, | 1. Regularly compare and trend the | Date range, data | Trend of relative |
| Trend Usage | Executive | usage of different communications | sources (Exchange, | platform usage |
| across | systems. | Lync/OCS), users | over time, point- | |
| Commu- | 2. Perform capacity planning and | (department/site) | in-time chart | |
| nication | make infrastructure investment | |||
| Systems | decisions. | |||
| 3. Track changes in user behavior | ||||
| to communication usage directives. | ||||
| Analyze Non- | Messaging and | 1. Show point-in-time, and trending, | Date time range, | Table with |
| Delivery | Messaging | of an aggregate number and type of | target domain, site, aggregate | |
| Reports | Administrator | NDRs (e.g., rejected, bounced, blocked, | server, sender | numbers by type, |
| (NDR’s) | email error). | Charts for | ||
| 2. Detect and troubleshoot NDR | trending of NDRs | |||
| issues with my messaging system, and | by type, Optimal: | |||
| identify trends BIM | Pivot Viewer to | |||
| slice- and-dice the | ||||
| data (which | ||||
| senders are | ||||
| generating NDR’s, | ||||
| etc... to help you | ||||
| diagnose the | ||||
| problem) | ||||
| View List of | Messaging | 1. Drill into the details of a message | Date range, | List of messages |
| Messages | Administrator, | report to see a list of messages sent or | mailbox, type of | and corresponding |
| Details of a | Management | received by a particular user. | message (sent or | details |
| Message Stats | 2. Perform light-weight auditing and | received) | ||
| Report | forensics. | |||
| 3. Further understand the message | ||||
| report (e.g., what is the subject of | ||||
| messages going to a particular email | ||||
| domain). | ||||
| Ensure | Messaging | 1. Understand who and how many | “Network” | Show me all |
| Encrypted | Administrator, | encrypted messages are being sent on | (identified by | encrypted |
| Message | Management | which network. | domain, ip-subnet, | messages that |
| Usage | 2. Track adherence to corporate | ip-address). | didn’t meet the | |
| policy on encrypted message use. | Recipient, date | criteria. Volume | ||
| range. | number + textual | |||
| output of | ||||
| messages in | ||||
| violation | ||||
| Understand | Messaging | 1. See aggregate number of messages | Filter (DSN or | Aggregate |
| Connector | Administrator | and specific message-level details being | NDR, External vs. | message counts |
| Capacity and | sent or received over a particular MTA, | Internal), Date | by connector | |
| Distribution | where MTA can be, for example, an | time range, | (chart), individual | |
| Exchange Server (2003 Front-End or | Exchange Server | message details | ||
| 2007 HUB Transport) or Exchange | or Connector and | (including client- | ||
| HUB Receive Connector. | Edge servers | ip, client- | ||
| 2. Understand how busy the | hostname, server- | |||
| connectors are and plan for over/under | ip, server- | |||
| saturated connectors accordingly. | hostname, | |||
| 3. Report on which external | connector-id, | |||
| peripheral mail servers and other | event-id, | |||
| systems are sending messages over | recipient-address, | |||
| which connectors. | total-bytes, | |||
| recipient-count, | ||||
| sender- address, | ||||
| message-subject), | ||||
| Topology | ||||
| Visualization | ||||
| Troubleshoot | Messaging | 1. See real-time message activity | Exchange Server | Aggregate |
| Connector | Administrator | across connectors. | or Connector and | message counts |
| Message Flow | 2. Troubleshoot a message flow issue | Edge servers, | by connector | |
| which could be caused by either a | inbound or | (chart), individual | ||
| connector issue or an external event (e.g. | outbound, domain | message details | ||
| DOS attack, SPAM, looping message). | or queue | (including client- | ||
| (associated with | ip, client- | |||
| the connector). | hostname, server- | |||
| ip, server- | ||||
| hostname, | ||||
| connector-id, | ||||
| event-id, | ||||
| recipient-address, | ||||
| total-bytes, | ||||
| recipient-count, | ||||
| sender-address, | ||||
| message-subject), | ||||
| Topology | ||||
| Visualization | ||||
| Understand | IT Manager, | 1. Compare usage across messaging | Date time range, | Aggregate |
| User Client | Messaging | clients (Outlook / OWA / BlackBerry / | users, groups, | numbers for users |
| Usage | Administrator, | ActiveSync). | devices | and groups, |
| Executives | Understand usage of desktop vs. mobile | Charting, | ||
| and justify ROI where necessary, | Trending, | |||
| possible risk mobile assessment usage. | Comparison | |||
| 2. Determine whether people are | across users and | |||
| trending towards not using desktop | groups, Pivot | |||
| computers. | Viewer | |||
| Understand | Messaging | 1. Understand mobile (e.g., | Server End-points, | Overall aggregate |
| Mobile | Administrator | BlackBerry, ActiveSync) usage on my | Date time range, | numbers for end- |
| Infrastructure | messaging infrastructure Perform | devices | point, Trending | |
| Usage | capacity planning for my mobile | |||
| growth | ||||
| Understand | Messaging | 1. Find all the messages that have | Date time range, | Charts, pivots of |
| Usage of | Administrator | originated from specific end-user mail | users, specific | aggregate |
| “Special” | clients or servers. | message header | numbers, | |
| Messages | 2. Assess risks or determine usage. | information | aggregate trends, | |
| (using | Special messages generally have | List of messages | ||
| message | particular metadata in the X-Headers | and details, | ||
| headers) | such as mail classification. | message volumes | ||
| grouped by header | ||||
| information. | ||||
| Search for | Messaging | 1. Find all the messages that have | Date time range, | List of messages |
| “Special | Administrator | particular message header criteria | major header fields | and details |
| Messages” | 2. Discover messages sent from non- | (date/time, sender, | ||
| (customer | Exchange servers and flexible specific | recipient(s), | ||
| defined) | message searches. | subject, etc . . . ) | ||
| Alert on | Messaging | 1. Learn about abnormal message | Date time range, | Notification |
| Abnormal | Administrator | volumes for a user, server, connector, or | server/queue, | |
| Message | queue. | connector, use | ||
| Volume | 2. Be alerted of a potential problem | |||
| and investigate (see next scenario). | ||||
| Investigate | Messaging | 1. Investigate a period of abnormal | Date time range, | Topology, list of |
| Abnormal | Administrator | message volume (could be on a user, | target filter (server, | messages with |
| Message | server, connector, or a queue). | queue, user, filter) | details, message | |
| Volume | Determine if its spam being received or | volumes grouped | ||
| sent or some other problem that needs to | by time | |||
| be addressed. | ||||
| Investigate | Messaging | 1. Investigate suspicious messages | Date time range | List of messages |
| Potential Spam | Administrator | being sent from within my organization | and message | |
| Messages | (open relay or spoofed header). Are | details, | ||
| Originating | messages being sent with open relays | server/relay | ||
| from my | within my organization? | involved, client | ||
| Organization | 2. Stop abusive behavior by users. | IPs | ||
| View Internal | IT Manager, | 1. Understand the load distribution of | Infrastructure | Topological |
| Infrastructure | Messaging | my internal messaging infrastructure | components (user | View, Charts for |
| Distribution | Administrator | components (servers, stores, | defined), date | trending of |
| connectors). Budget for growth | range | messages load | ||
| accordingly and optimize performance. | ||||
[0143]
| TABLE 4 | ||||
|---|---|---|---|---|
| USER | ||||
| USE CASE | PERSONA | POTENTIAL OBJECTIVE(S) | INPUT | OUTPUT |
| Understand | Manager | 1. Track average and maximum | List of mailboxes, | Trending with |
| User Response | response times of members of my | AD groups, filters | charts with | |
| Times | department (or another group) to | (such as types of | overall or | |
| “customer” messages overtime. | messages, internal | individual | ||
| 2. Track compliance against my | vs. external, | response times, | ||
| customer SLA’s. | recipient | list of messages | ||
| 3. Identify areas for improvement | domains), date | (including | ||
| and measure performance. | range | message level | ||
| details), Pivot | ||||
| Table to explore | ||||
| Investigate | Manager, | 1. Review all communications | Target user, types | Details of all |
| Employee | Messaging | between one of my employees and | of messages to | communications |
| Communications | Administrator | another user or domain Respond to a | include / exclude, | by my employee |
| complaint or review the usage of my | date range | (list of messages | ||
| employee for HR purposes | and the ability to | |||
| access message | ||||
| level details) | ||||
| Measure User | Manager | 1. Track and compare the | List of mailboxes | Productivity |
| Productivity | productivity profiles (volume of | or AD groups, a | report (message | |
| messages sent and received and the | selected group of | volumes and | ||
| response times) of my employees and | employees that | response times) | ||
| groups of employees. | can be compared | and trending, | ||
| 2. Gain insight into my employees’ | statistics such as | |||
| time and performance as it pertains to | averages, pivot | |||
| messaging usage. | for exploring | |||
| 3. Compare productivity from a | ||||
| messaging perspective of users within | ||||
| a group. | ||||
| Identify areas for improvement. | ||||
| Track After- | Manager, | 1. Regularly review a list of | Customer | Text - list of |
| Hours | Administrator | messages that arrive during a certain | Definition of | messages (with |
| Communications | time of day. | ‘Time of Day’, | details), volume | |
| 2. Bill my customers extra for | Senders, | report, ability | ||
| after-hours support. | recipients, | export | ||
| 3. Audit the usage of the messaging | message date | |||
| system after hours. | range, time of day | |||
| 4. Look at my messaging load | range, message | |||
| during a specific time of day. | filter defining | |||
| what types | ||||
| messages to | ||||
| include (i.e. don’t | ||||
| include SPAM | ||||
| messages) | ||||
| Track Outlook | Manager | Report on user Outlook Category and | Recipients, | Aggregate ratios, |
| Categorization | Flag usage. | Category and/or | Charts to trend of | |
| & Flag | Measure adherence to business or | Flag, Date Range, | overall or | |
| workflow processes and directives. | Message Filter | individual | ||
| (type of messages | Outlook category | |||
| to include) | usage, trend | |||
| individual | ||||
| Categories, | ||||
| ability to drill | ||||
| into individual | ||||
| messages, Pivot | ||||
| Table to explore | ||||
| the categories use | ||||
| among groups | ||||
| and individuals. | ||||
| Track User | 1. Track by status of tasks (usage | |||
| Outlook | number per each status available). | |||
| Actions | 2. Track task of attaching pictures, | |||
| images and attachments to a task in | ||||
| Outlook. | ||||
| 3. Track by address types and | ||||
| phone types (usage number per each | ||||
| address/phone type. | ||||
| 4. Track Untimed tasks in Outlook | ||||
| (e.g., where start date and due date is | ||||
| equal to none. | ||||
| 5. Determine average activities and | ||||
| tasks created per day. | ||||
| 6. Ascertain the current usage of | ||||
| notes in Outlook. For example, can we | ||||
| get examples of what people are | ||||
| putting | ||||
| in the notes section? | ||||
| 7. Track the journal capability | ||||
| attached to contacts in Outlook. Is | ||||
| anyone using this? Can we get | ||||
| examples of | ||||
| this? | ||||
| Audit | Manager | 1. Check if a particular type of | Type of message | List of messages |
| Adherence to | message (TBD by the customer) is | (i.e. class | (daily / weekly | |
| Message | being sent to the appropriate people as | definition, e.g. | reports), list of | |
| Addressing | per a predefined | subject string | non-compliant | |
| Rules | business process | identifier), | users, aggregate | |
| 2. Track adherence to company | recipient, | volume | ||
| policy | recipient | |||
| addressing type | ||||
| (BCC, CC), | ||||
| sender, date range | ||||
| List of messages | ||||
| (daily / weekly | ||||
| reports), list of | ||||
| non-compliant | ||||
| users, aggregate | ||||
| volume | ||||
| View | Manager, | 1. View the distribution of | Recipients, | Charts for trend |
| Customer, | Executive | messages for specified recipients and | sender, date | of messages |
| Partner and | external domains over a given period. | range, defined | volume (all or | |
| Competitive | 2. Understand my communications | recipient groups | top 10), | |
| Communications | with Customers, Partners, and | and/or external | messages from | |
| (Distribution & | Competitors. For example, determine | domains | pre-defined | |
| Trends) | who is my | group, group by | ||
| business talking to and why. | recipients or | |||
| 3. Understand the relationship with | domains, Pivot | |||
| your customers, partners, and | Viewer for | |||
| competitors. | exploring the | |||
| data. | ||||
| Audit | Manager, | 1. View message details of | Recipients, | Message List and |
| Customer, | Executive | communication with a specific | sender, date | Details |
| Partner or | partner, customer, or competitor | range, defined | ||
| Competitive | 2. Audit or understand my | recipient groups | ||
| Communications | company’s communication on a | and/or external | ||
| particular partner, customer, or | domains | |||
| competitor event or issue. | ||||
| Understand | Management, | 1. Understand the distribution of | Personal | Charts for trend |
| Personal | Messaging | messages going to and from personal | messaging system | of messages |
| Messaging | Administrator | messaging systems such as Yahoo!, | (as defined by the | volume (all or |
| System Use | Hotmail, and Gmail. | user), recipients, | top 10), | |
| 2. Measure employee productivity | sender, date | messages from | ||
| and gauge use and misuse of the | range, defined | pre-defined | ||
| corporate messaging system. | recipient groups | group, group by | ||
| 3. Identify usage trends. | and/or external | recipients or | ||
| domains | domains, Pivot | |||
| Viewer to find | ||||
| out top personal | ||||
| messaging | ||||
| users/groups, etc. | ||||
| View Relayed | Management | 1. As a messaging provider, | Message type | Charts for |
| Traffic | understand volumes of re-routed | (filter of messages | trending | |
| messages. | to include), Date | aggregate | ||
| 2. Understand how my messaging | range | volume | ||
| business is performing. | ||||
| Understand | Manager | 1. View communication trends | Target Users and | Charts for |
| Communication | between users and groups in my | Groups, date | trending of | |
| Patterns in | organization; includes multiple | range, Message | messages | |
| my | communication platforms. 2. | Type Filter | volume, | |
| Organization | Compare the number of | Topological | ||
| messages sent to a particular users, | Views, Pivot | |||
| divided by TO:, CC:, BCC: | View | |||
| 3. Understand how my business is | ||||
| operating (e.g. what “silo groups” | ||||
| exist, which groups are talking to most | ||||
| to each other). | ||||
| 4. Understand how my business is | ||||
| adhering to corporate directives. | ||||
| Understand the | Management, | 1. Trend and see the use of | Message Type | Charts for trends |
| Usage of | IT Manager | different types of messages in my | (user defined), | of different types |
| Different | messaging system. | Date range | of messages, | |
| Types of | 2. Determine the ratio of internal | Pivot Viewer | ||
| Messages | vs. external communication. | |||
| 3. Get insight into specific business | ||||
| usage of my messaging system. | ||||
| Assess Mobile | Management | 1. See what messages were stored | Date range, | List of message |
| Data Leakage | or sent from a mobile device. | inbound/outbound, | and message | |
| Risk | 2. Perform a mobile device data | message type | details. Charts | |
| leakage audit. | (sender, recipient, | for mobile | ||
| etc.., “mobile | message usage | |||
| message” is | ||||
| inherent) | ||||
| Track Implicit | IT Manager, | 1. Track the percentage of | Message subject, | Distribution of |
| Acknowledge- | Management | employees that have received and read | sender | message status |
| ment of | an important message. | (received, read, | ||
| Important | 2. Report to HR or legal the | deleted without | ||
| Message | progress and completion of the | being read), with | ||
| distribution of the message. | the option of | |||
| detailed list of | ||||
| status per people | ||||
| Track | HR Manager, | 1. Track the distribution path of a | Message subject, | Full message |
| Sensitive | IT Manager, | sensitive message. | sender, date time | delivery path |
| Message | Management | 2. Audit unauthorized distribution | range, type | (people & |
| Leakage | of sensitive information, | (FWD, etc.) | endpoint) of the | |
| message | ||||
| forwarding and | ||||
| delivery, and | ||||
| actions taken by | ||||
| users | ||||
| Analyze Usage | Messaging | 1. Understand who, and how many | Recipient(s), date | Count/ ratio of |
| of Encrypted | Administrator, | encrypted messages are being sent | range | encrypted |
| Message | Management | 2. Ensure that the correct format is | messages, | |
| being used on my classified/non- | message-detail | |||
| classified networks | on encrypted | |||
| messages. | ||||
[0144]
II. Identifying and Managing Subject Matter Experts
| TABLE 5 | ||||
|---|---|---|---|---|
| USER | ||||
| USE CASE | PERSONA | POTENTIAL OBJECTIVE(S) | INPUT | OUTPUT |
| Track CAN- | IT Manager, | 1. Alert or report whenever external | Configure report | Alert (email |
| SPAM | Management | messages are sent with potentially | (domain and other | notification, |
| Message | false header information (for example, | routing | dashboard). | |
| Header | From, To, Reply To or other routing | specifications) | Report (sender, | |
| Compliance | information that doesn’t match | recipient, # of | ||
| corporate domains or other server | recipients, | |||
| configurations). | message | |||
| 2. Ensure that my company is | contents) | |||
| adhering to CAN-SPAM requirements | ||||
| Track CAN- | IT Manager, | 1. Alert or report whenever external | Configure report | Alert (email |
| SPAM | Management | messages are sent without obligatory | (enter “static” | notification, |
| Message | information (Physical postal address, | search strings) | dashboard), | |
| Content | disclosure that message is an ad, | Report (sender, | ||
| Omissions | information on opting out of mailing | recipient, | ||
| list). | message | |||
| 2. Ensure that my company is | contents, which | |||
| adhering to CAN-SPAM | string(s) missing) | |||
| requirements. | ||||
| Audit CAN- | IT Manager, | 1. Ensure that a 3rd party | Domains, routing | Report (sender, |
| SPAM | Management | contractor who’s sending marketing | info, required | recipient, |
| Compliance | messages on my (ensure verified | strings | message | |
| for 3rd Party | header information and required | contents, which | ||
| Mailers | content strings). | string(s) missing) | ||
| 2. Ensure that my company is | ||||
| adhering to CAN-SPAM | ||||
| requirements. | ||||
| Monitor | IT Manager, | 1. Alert or report whenever | Configure report | Alert (email |
| Outgoing/ | Management | outgoing or incoming messages are | (specify likely | notification, |
| Incoming | sent containing unauthorized personal | string formats) | dashboard), | |
| Messages | data (such as CC numbers). | Report (sender, | ||
| for Credit Card | 2. Ensure adherence to PCI-DSS | recipient, flagged | ||
| #s (PCI-DSS) | requirements. | string, report / | ||
| allow) | ||||
| Monitor | IT Manager, | 1. Alert or report whenever | Configure report | Alert (email |
| Routing of | Management | outgoing or incoming messages are | (specify identity | notification, |
| Sensitive | sent containing specific corporate | strings) | dashboard), | |
| Information | information not intended for | Report (sender, | ||
| distribution (Financial disclosures, | recipient, flagged | |||
| trade secrets, IPR). | string) | |||
| 2. Ensure adherence to the | ||||
| US APATRIOT requirements. | ||||
| Monitor | IT Manager, | 1. Audit the messaging | Report criteria, | Executive / |
| Overall | Management | infrastructure for the purpose of | specify network | Detailed Report |
| Messaging | general risk-management and | components, | for risk areas, | |
| Environment | mitigation against system health | compliance | overall risk | |
| to Identify | Identify failures, threats, intrusions, | benchmarks | benchmark, | |
| Potential | viruses, or other vulnerabilities that | export | ||
| Vulnerabilities | may impact confidence in the integrity | |||
| of the system. | ||||
| 2. Perform regular assessments of | ||||
| risk will assist in meeting corporate | ||||
| commitments for Sarbanes-Oxley/ | ||||
| Gramm-Leach- Billey, Basel, etc. | ||||
II. Identifying and Managing Subject Matter Experts
[0145] In various embodiments, systems and methods described above can be further leveraged to facilitate identification and management of subject matter experts (SMEs). For purposes of this disclosure, a SME can be considered any individual who has a measureable record of work on one or more specific topics. For example, in various embodiments, SMEs relative to a given topic can be identified by collecting and analyzing an organization's communications. Communications can include, for example, emails, blogs, wikis, documents, presentations, social-media messages, and/or the like. SMEs can be identified, for example, based on contents of the collected communications.
Example of a SME System
[0146] FIG. 11 illustrates an embodiment of an implementation of a SME system 1130. In a typical embodiment, the SME system 1130 can include functionality and components described with respect to the BIM system 130 of FIGS. 1 and 2 . More particularly, however, the SME system 1130 is configured to identify SMEs and manage workflow related to requests for SMEs. The SME system 1130 can include a SME access system 1136, a data collection system 132, and a SME classification system 1134.
[0147] As previously described, the data collection system 132 can be configured to, among other things, collect data from internal data sources 120 and/or external data sources 122. The data collected by the data collection system 132 can include communications such as, for example, email messages, social-media messages, comments, blog posts, presentations, documents, and/or other data.
[0148] The data collected by the data collection system 132 can also include, for example, a set of users. The set of users typically includes individuals who are accessible to the SME system 1130 for potential classification as SMEs. For example, in some embodiments, the set of users can include all employees of the organization. In these embodiments, the set of users can be acquired, for example, from the internal data sources 120 (e.g., the organization's human-resources system, directory services such as Active Directory, etc.). Additionally, or alternatively, in certain embodiments, the set of users can also be individuals who are participants with respect to the communications described above (e.g., sender, recipient, author, etc.).
[0149] The data collected by the data collection system 132 can also include, for example, a global set of topics. In a typical embodiment, the global set of topics can be considered a taxonomy that is usable to classify subjects (i.e. topics) of interest. In some embodiments, each topic can be characterized by one or more words or phrases. For example, in certain embodiments, the set of topics can take on a list structure such that each topic in the list includes the one or more words or phrases that characterize the topic. In certain other embodiments, the set of topics can be represented using a more complex structure such as, for example, a tree or hierarchy. In these embodiments, narrower topics can be represented as child nodes of parent nodes that are representative of broader topics. In some embodiments, the set of topics can be compiled by ingesting organizational content such as, for example, a web site, white papers, document or content management systems, etc. The set of topics can also be compiled from pre-existing industry taxonomies (e.g., healthcare, oil-and-gas, and finance industries). The set of topics can also be compiled manually, for example, by domain experts, administrators, or developers.
[0150] After the data collection system 132 has collected and, in some cases, processed the data, the data may be provided to the SME classification system 1134 for further processing and storage. The SME classification system 1134 can include a data repository engine 1122, a task scheduler 1124, an a priori classification engine 1126, an a posteriori classification engine 1128, a heuristics engine 1148, a role classification engine 1146, and a set of databases 1132. In general, the data repository engine 1122 and the set of databases 232 can operate as described with respect to the data repository engine 222 and the set of databases 232, respectively, of FIG. 2 .
[0151] In a typical embodiment, the set of topics, the set of users, and the communications can be supplied as SME inputs to the task scheduler 1124. The task scheduler 1124 can supply the SME inputs to the a priori classification engine 1126. In a typical embodiment, the a priori classification engine 1126 includes configurations and functionality described with respect to the a priori classification engine 226 of FIG. 2 along with additional configurations and functionality that are specific to the SME system 1130. For example, for each user in the set of users, the a priori classification engine 1126 can compute one or more topical metrics. For a given topic and user, each topical metric is typically a measurement of the user's expertise on the topic. In a typical embodiment, the determination of the topical metric is based, at least in part, on the content of the communications in which the user has participated. Exemplary operation of the a priori classification engine 1126 will be described with respect to FIG. 12 .
[0152] In addition to the a priori classification engine 1126, the task scheduler 1124 can provide the SME inputs, along with additional data generated by the a priori classification engine 1126, to the a posteriori classification engine 1128. In a typical embodiment, the a posteriori classification engine 1128 includes configurations and functionality described with respect to the a posteriori classification engine 228 of FIG. 2 along with additional configurations and functionality that are specific to the SME system 1130. For example, the a posteriori classification engine 1128 can analyze and examine timing and data attributes of the communications to determine, for example, each user's scope of expertise and an expertise timeline. Exemplary operation of the a posteriori classification engine 1128 will be described with respect to FIG. 12 .
[0153] In certain embodiments, the a posteriori classification engine 1126 can also be used to identify redundancies within the set of users. For example, separate users may be detected based on the individual's inclusion in the organization's human-resources system, the individual's social-networking account (e.g., Twitter), multiple email addresses for the individual, etc. In a typical embodiment, users that refer to a same individual can be identified and merged based on probabilistic analyses of similarity indicators such as, for example, overlapping names, conversations relating to overlapping topics from the set of topics, conversations involving an overlapping set of participants, communications originating from a same IP address range, and/or other similar data and metadata.
[0154] In a typical embodiment, multiple similarity indicators can be combined to create one or more Boolean rules regarding whether to merge identities of users. For example, if two users have overlapping names (e.g., within an edit-distance threshold) and the two users' conversation topics sufficiently overlap (e.g., one user's topics seventy-five percent overlaps the other user's set of topics), the identities of the two users could be merged. Merging typically involves combining, for example, identification information, contact information, any applicable topical, expertise-scope, and timeline metrics, etc. In addition, merging typically results in communications, conversations, and other collected data for the merged users being associated with a single identity.
[0155] In various embodiments, merging users as described above can result in a given individual (i.e. user) being recognized as an expert on topics that might otherwise be undiscoverable. For example, if the given user has a social-networking account associated with a non-work persona, it may be discovered, after merging, that the given user is a SME on real estate, particular sports (e.g., lacrosse, rugby, softball), particular places (e.g., Taiwan, Argentina, Morocco), particular television shows or movies (e.g., Star Wars), video gaming, and/or the like. Such expertise could be useful, for example, when a project requires non-traditional expertise, when determining who to invite to a dinner with an investor who is a rugby enthusiast, etc.
[0156] In certain embodiments, the a priori classification engine 1126 and/or the a posteriori classification engine 1128 can use the heuristics engine 1148 to facilitate operation thereof. In a typical embodiment, the heuristics engine 1148 includes configurations and functionality described with respect to the heuristics engine 230 of FIG. 2 along with additional configurations and functionality that are specific to the SME system 1130.
[0157] In a typical embodiment, the role classification engine 1146 receives, optionally via the task scheduler 1124, outputs of the a priori classification engine 1126 and the a posteriori classification engine 1128. The role classification engine 1146 is typically operable to generate multidimensional expertise data for each topic and user. The multidimensional expertise data can include, for example, a topical dimension, a scope dimension, and a timeline dimension. The topical dimension generally includes data indicative of an extent to which the user has been deemed to be an expert on the topic. For example, the topical dimension can include an expertise index via which the user's expertise can be measured and ranked against that of other users.
[0158] The scope dimension generally includes data indicative of a scope of the user's expertise. For example, although the topical dimension may indicate particular expertise via the expertise index, the scope dimension can include an assigned role for that expertise. For example, the assigned role can be that of evangelist, knowledge creator, knowledge manager, etc. The timeline dimension generally includes data indicative of a recency and/or depth of the user's expertise on the topic. For example, the timeline dimension can include a timeline classification such as, for example, long-time expert, deep-domain expert, cutting-edge expert, and strategic expert. Examples of the topical dimension, the scope dimension, and the timeline dimension will be described in greater detail with respect to FIG. 12 .
[0159] Users can communicate with the SME system 1130 using a client computing system (e.g., client 114, client 116, or client 118). In a typical embodiment, at least some users can access the SME system 1130 using the SME access system 1136. The SME access system 1136 can include, for example, configurations and functionality described with respect to the BIM access system 136. In addition, or alternatively, the SME access system 1136 can include a user interface 1140, a workflow engine 1142, and an identity manager 1144.
[0160] The user interface 1140 can generally include any system that enables communication with the SME system 1130. For example, the user interface 1140 enables a requestor to submit a request for SMEs. The request can be based on any number or type of parameters. For example, the request can include parameters mapped to each of the topical dimension, the expertise-scope dimension, and the timeline dimension. For instance, the requestor could query the SME system 1130 to discover SMEs on Apache™ Hadoop® (topic dimension) such that the SMEs are knowledge creators (scope dimension) and long-time experts (timeline dimension). Typically, the user interface 1140 enables the requestor to contact any discovered SMEs to request a SME service such as, for example, one-time advice, participation on a project, etc. The user interface 1140 can further allow the contacted SMEs to respond, for example, by accepting the request, denying the request, requesting additional information about the SME service, etc.
[0161] The identity manager 1144 determines whether the requestor has permission to view the discovered SMEs. For example, the identity manager 1144 can filter the discovered SMEs to remove SMEs that the requestor does not have permission to view. In some embodiments, the identity manager 1144 may only filter identities so that such SMEs are presented without identification (i.e., anonymously). In these embodiments, the requestor can be permitted to anonymously contact the unidentified SMEs. Subsequently, the unidentified SMEs may be given an option to allow the requestor to view their identity.
[0162] The workflow engine 1142 manages a workflow of the SME access system 1136. In general, the workflow engine 1142 controls a flow of operation as described with respect to the user interface 1140 and the identity manager 1144. Therefore, the workflow engine 1142 can facilitate interaction among the requestor and the discovered SMEs via the user interface 1140. The workflow engine 1142 can also monitor participation by the discovered SMEs and periodically generate metrics based thereon. For example, particular users may be assigned a likelihood of participation based on historical participation relative to requests for SME services. Particular users can also be categorized into participation classes such as, for example, “trusted advisor,” if specified thresholds relative to participation metrics are attained. For example, a given user can be given gamification credit (e.g., a pre-defined number of points) each time a request for a SME service is accepted, each time the user self-identifies as a SME responsive to an anonymous request, etc.
[0163] In addition, in some embodiments, the user interface 1140 in combination with the workflow engine 1142 can permit authorized users (e.g., administrators, super users, or other users) to manually change SME classifications generated, for example, by the role classification engine 1146. For example, the role classification engine 1146 may determine that a particular user is an expert on a topic of “Apache Cassandra.” However, the authorized user may recognize that the particular user is not an expert on “Apache Cassandra” but rather is, for example, an administrative assistant of such an expert who was included on a large quantity of topic-relevant conversations. According to this example, the authorized user could remove the administrative assistant's “expert” designation and/or adjust the administrative assistant's expertise index. In similar fashion, the authorized user could manually designate experts that were missed by the role classification engine 1146, manually add, remove, or revise expertise-scope classifications assigned by the role classification engine 1146, manually add, remove, or revise timeline classifications assigned by the role classification engine 1146, etc.
Example of a SME Classification Process
[0164] FIG. 12 presents a flowchart of an example of a process 1200 for classifying users as SMEs. The process 1200 can be implemented by any system that can classify data and/or metadata. For example, the process 1200, in whole or in part, can be implemented by the a priori classification engine 1126, the a posteriori classification engine 1128, the heuristics engine 1148 and/or the role classification engine 1146. In some cases, the process 1200 can be performed generally by the SME classification system 1134 or the SME system 1130. Although any number of systems, in whole or in part, can implement the process 1200, to simplify discussion, the process 1200 will be described in relation to specific systems or subsystems of the SME system 1130.
[0165] At block 1202, the data collection system 132 collects communications from a plurality of sources. As described with respect to FIGS. 2 and 11 , the communications can be collected from the internal data sources 120 and/or the external data sources 122. Also as described above, the communications can be abstracted into a common format.
[0166] At block 1204, the a priori classification engine 1126 selects a set of topics and a set of users. The set of topics can be selected, for example, responsive to configuration or election by an administrator, developer, super user, or other user. In various embodiments, the set of topics can be a taxonomy that is created automatically, for example, by ingesting all or part of an organization's stored content. The set of topics can also be established manually. In a typical embodiment, each topic in the set of topics is characterized by one or more words or phrases. For example, a given topic could be characterized by a name (or partial name) of a product or technology. Topics can be general (e.g., “databases”) or specific (e.g., “Hadoop”). In similar fashion to the set of topics, the set of users can be selected, for example, responsive to configuration or election by an administrator, developer, super user, or other user. As described above, the set of users can include all or a subset of individuals who are accessible to the SME system 1130 for potential classification as SMEs.
[0167] At block 1206, for each user in the set of users, the a priori classification engine 1126 identifies conversations in which the user has participated. The conversations are typically identified as distinct communication threads within the collected communications. For example, in a typical embodiment, an original message and each successive response to that original message would be considered part of a same conversation.
[0168] At block 1208, for each topic and user, the a priori classification engine measures a proportion of the identified conversations that contain content suggestive of the topic (i.e., the user's topic-relevant conversations). In certain embodiments, the measurement yields one or more topical metrics that express, at least in part, a frequency or prevalence of the user's topic-relevant conversations. The one or more topical metrics can include, for example, a cardinality of the user's set of topic-relevant conversations, a decimal or percentage value of all of the user's conversations that the topic-relevant conversations represent, etc. The one or more topical metrics can also include statistical values such as, for example, a number of standard deviations that separate the cardinality from a mean value (e.g., a mean value based on a set of verified test data, a mean value across all users, etc.).
[0169] At block 1210, for each topic and user, the a posteriori classification engine 1128 analyzes a timing of the user's topic-relevant conversations. In a typical embodiment, the analysis results in one or more timeline metrics that indicate, at least in part, when the user developed expertise on the topic. For example, the one or more timeline metrics can include a date of a first topic-relevant conversation, a date of a most recent topic-relevant conversation, a number of topic-relevant conversations within certain periods of time (e.g., within the last month, within each month between the first date and the most recent date, etc.), a statistical distribution over time of conversations concerning the topic, etc.
[0170] At block 1212, for each topic and user, the a posteriori classification engine 1128 examines relationships among data attributes of the topic-relevant conversations. The data attributes that are examined can include, for example, who sent and received each communication of a topic-relevant conversation, who authored a document (e.g., that is attached to a communication or that itself is a communication), who initiated a topic-relevant conversation, who brought others into a topic-relevant conversation (e.g., by forwarding). The examination typically yields one or more expertise-scope metrics that are usable, at least in part, to suggest a role for the user's expertise. The one or more expertise-scope metrics can include, for example, a number of topic-relevant conversations that the user originated, a number of topic-relevant conversations authored by the user (e.g., documents, presentations, etc.), a number of individuals that the user brought into topic-relevant conversations (e.g., by sending or forwarding), an average length of communications originated by the user (e.g., measured in characters, words, sentences, etc.), and/or the like.
[0171] At block 1214, for each topic and user, the role classification engine 1146 generates multidimensional expertise data. In a typical embodiment, the multidimensional expertise data includes a topical dimension, an expertise-scope dimension, and a timeline dimension. In various embodiments, the topical dimension, the expertise-scope dimension, and the timeline dimension can be generated, at least in part, based on the one or more topical metrics, the one or more expertise-scope metrics, and the one or more timeline metrics, respectively. The multidimensional expertise data can include, for example, an expertise index via which the user's expertise can be measured and ranked against that of other users. In certain embodiments, the expertise index can be part of the topical dimension. The expertise-scope data can be, for example, a record. An example of generating the multidimensional expertise data will be described with respect to FIG. 13 .
[0172] At block 1216, for each topic and user, the data repository engine 1122 stores the multidimensional expertise data, for example, in one or more of the databases 1132. At block 1218, for each topic, the role classification engine 1146 ranks the set of users by expertise index. At block 1220, the SME access system 1136 provides a searchable interface by which a requestor can search the multidimensional expertise data. The multidimensional expertise data is typically searchable by one or more topical parameters mapped to the topical dimension, one or more scope parameters mapped to the expertise-scope dimension, one or more timeline parameters mapped to the timeline dimension, and/or the like. The searchable interface can be provided via, for example, the user interface 1140.
Example of a Process for Generating Multidimensional Expertise Data
[0173] FIG. 13 presents a flowchart of an example of a process 1300 for generating multidimensional expertise data for a given topic and user. In various embodiments, the process 1300 may be performed, for example, as all or part of the block 1214 of FIG. 12 . The process 1300 can be implemented by any system that can classify data and/or metadata. For example, the process 1300, in whole or in part, can be implemented by the a priori classification engine 1126, the a posteriori classification engine 1128, the heuristics engine 1148, and/or the role classification engine 1146. In some cases, the process 1300 can be performed generally by the SME classification system 1134 or the SME system 1130. Although any number of systems, in whole or in part, can implement the process 1300, to simplify discussion, the process 1300 will be described in relation to specific systems or subsystems of the SME system 1130.
[0174] At block 1302, the role classification engine 1146 assesses the user's expertise on the topic. The role classification engine 1146 can utilize, for example, the one or more topical metrics generated at the block 1208 of FIG. 12 . The assessment typically involves determining an expertise index for the user relative to the topic. In certain embodiments, the expertise index can be one of the one or more topical metrics. For example, in some embodiments, the expertise index can be a cardinality of the user's set of topic-relevant conversations. In still other embodiments, the expertise index can be a normalized value. For example, the expertise index could be determined by dividing the cardinality of the user's set of topic-relevant conversations by the highest such cardinality across all users.
[0175] At block 1304, the role classification engine 1146 discovers a scope of the user's expertise. The discovery can utilize, for example, the one or more expertise-scope metrics generated at the block 1212. In addition, or alternatively, the role classification engine 1146 can utilize pre-existing user-classification data such as, for example, job titles and employee classifications. The pre-existing user-classification data can be collected, for example, from an organization's human resources system, directory services (e.g. Active Directory), and/or the like. In a typical embodiment, the discovery at the block 1304 includes assigning at least one expertise-scope classification to the user. For example, in certain embodiments, the role classification engine 1146 is operable to assign one or more of a plurality of expertise-scope classifications that are each associated with specific criteria. If the user meets the specific criteria, the role classification engine 1146 can assign the expertise-scope classification. For example, in some embodiments, the one or more expertise-scope classifications that the role classification engine 1146 is operable to assign can include roles of evangelist, knowledge manager, knowledge creator, and influencee.
[0176] The specific criteria for the evangelist role is typically associated with metrics (e.g., the one or more expertise-scope metrics) that are indicative of the user's actions to promote the topic and inspire others to join the topic. For example, the specific criteria for the evangelist role could establish a threshold for a number of other individuals (e.g., other users) whom the user brought into a topic-relevant conversation (e.g., by forwarding, originating a new message, etc.). The threshold could be expressed in terms of a raw number, a normalized value, etc. In some embodiments, the specific criteria can further specify that the user have a certain title or user classification within the organization (e.g., manager, vice president, etc.). As described above, the title or user classification can be obtained from the organization's human-resources system, directory services (e.g., Active Directory), and/or the like.
[0177] The specific criteria for the knowledge creator role is typically associated with metrics (e.g., the one or more expertise scope metrics) that are indicative of the user's actions to create knowledge related to the topic. For example, the specific criteria for the knowledge creator role could establish thresholds for a number of conversations originated by the user, a number of documents or other communications authored by the user (e.g., as identified via author metadata of presentations, documents, etc.), an average length of communications created by the user (e.g., expressed in characters, words, sentences), and/or the like. As described above, the thresholds could be expressed in terms of a raw number, a normalized value, etc. In some embodiments, the specific criteria can further specify that the user have a certain title or user classification within the organization (e.g., manager, vice president, etc.).
[0178] The specific criteria for the knowledge manager role is typically associated with metrics (e.g., the one or more expertise scope metrics) that are indicative of the user's actions to manage or control knowledge related to the topic. For example, the specific criteria for the knowledge manager role could include a threshold for a number of topic-relevant conversations in which the user has participated and a requirement that the knowledge manager be a supervisor for a defined number of knowledge creators and/or evangelists. The threshold could be expressed in terms of a raw number, a normalized value, etc. A user can be identified as a supervisor using, for example, the organization's human resource's system, directory services (e.g., Active Directory), and/or the like.
[0179] The specific criteria for the influencee role is typically associated with metrics (e.g., the one or more expertise scope metrics) that are indicative of the user being influenced on the topic by other users. For example, the specific criteria for the influencee role could include a threshold for a number of topic-relevant conversations in which the user has participated and specify that the user not be a knowledge creator, knowledge manager, or evangelist (or that the user not meet certain criteria thereof). The specific criteria could also require, for example, that the user has originated or created at least a minimum number of communications (e.g., raw value, statistical value, or normalized value).
[0180] At block 1306, the role classification engine 1146 ascertains a timeline of the user's expertise. The block 1306 can utilize, for example, the one or more timeline metrics generated at the block 1210. In addition, as discussed with respect to the block 1304, the role classification engine 1146 can utilize pre-existing user-classification data such as, for example, job titles and employee classifications. In a typical embodiment, the block 1306 includes assigning at least one timeline classification to the user. For example, in certain embodiments, the role classification engine 1146 is operable to assign one or more of a plurality of timeline classifications that are each associated with specific criteria. If the user meets the specific criteria, the role classification engine 1146 can assign the timeline classification. For example, in some embodiments, the one or more timeline classifications that the role classification engine 1146 is operable to assign can include roles of long-time expert, deep-domain expert, cutting-edge expert, and strategic expert. In similar fashion to the plurality of expertise-scope classifications, the specific criteria for each of the plurality of timeline classifications are typically associated with metrics (e.g., the one or more timeline metrics) that are indicative of the respective role.
[0181] For example, the specific criteria for the role of long-time expert could require that the user's topic-relevant conversations begin prior to a certain date, that a certain number, percentage, or statistical distribution of the user's topic-relevant conversations occur prior to a certain date, etc. In some embodiments, the role of long-time expert can be determined relative to other users in the set of users so that, for example, the certain date need not be determined or can be dynamically established based on a statistical analysis of the set of users and the timing of their topic-relevant conversations.
[0182] The role of deep-domain expert is typically used for experts who exhibit continuous expertise over time. For example, the specific criteria for the role of deep-domain expert could require that the user have at least a minimum number of topic-relevant conversations within each of a plurality of periods of time. In some embodiments, the role of deep-domain expert can be established relative to other users in the set of users so that, for example, the minimum number of topic-relevant conversations can be dynamically established based on a statistical analysis of the set of users and the timing of their topic-relevant conversations.
[0183] The role of cutting-edge expert is typically used for experts who exhibit extensive recent expertise. For example, the specific criteria for the role of cutting-edge expert could require that the user have at least a minimum number of topic-relevant conversations within a certain recent period of time (e.g., last month, last year, etc.). In some embodiments, the role of cutting-edge expert can be established relative to other users in the set of users so that, for example, the minimum number of topic-relevant conversations can be dynamically established based on a statistical analysis of the set of users and the timing of their topic-relevant conversations.
[0184] The role of strategic expert is typically used for experts who hold a position of preeminence in the organization. For example, the specific criteria for the role of strategic expert could require that the user have at least a minimum number of topic-relevant conversations within a certain recent period of time (e.g., last month, last year, etc.) along with having a certain position within the organization (e.g., manager, vice president, etc.). The user's position within the organization can be determined using, for example, the organization's human resources and/or directory services as described above. In some embodiments, the role of strategic expert can be established relative to other users in the set of users so that, for example, the minimum number of topic-relevant conversations and/or the required position can be dynamically established based on a statistical analysis of the set of users and the timing of their topic-relevant conversations.
Example of a Process for Managing a SME Search
[0185] FIG. 14 presents a flowchart of an example of a process 1400 for managing a SME search. The process 1400 can be implemented by any system that can facilitate interaction among users. For example, the process 1400, in whole or in part, can be implemented by the user interface 1140, the identity manager 1144, and/or the workflow engine 1142. In some cases, the process 1400 can be performed generally by the SME access system 1136 or the SME system 1130. Although any number of systems, in whole or in part, can implement the process 1400, to simplify discussion, the process 1400 will be described in relation to specific systems or subsystems of the SME system 1130.
[0186] At block 1402, the user interface 1140 receives a SME request from a user via a searchable interface such as, for example, the searchable interface provided at the block 1220 of FIG. 12 . In a typical embodiment, the SME request includes at least one topical parameter, at least one scope parameter, and at least one timeline parameter. The at least one topical parameter typically specifies a topic (e.g., from a set of topics). In addition, the at least one topical parameter can specify a desired expertise level in terms of an expertise index. The desired expertise level can specify a minimal value, a certain range of values, etc. The at least one scope parameter can specify, for example, certain values or ranges of values for one or more expertise-scope metrics, one or more expertise-scope classifications (e.g., evangelist, knowledge creator, knowledge manager, influencee, etc.), and/or the like. The at least one timeline parameter can specify, for example, certain values or ranges of values for one or more timeline metrics, one or more timeline classifications (e.g., long-time expert, deep-domain expert, cutting-edge expert, strategic expert, etc.), and/or the like.
[0187] At block 1404, the identity manager 1144 determines the requestor's access rights relative to the SME request. For example, the identity manager 1144 can determine whether the requestor has permission to view identities of SMEs. At block 1406, the workflow engine 1142 searches stored expertise data (e.g., in the databases 1132) based on the SME request. At block 1408, the workflow engine 1142 identifies SMEs that are responsive to the request. At block 1410, to the extent permitted by the requestor's access rights, the workflow engine 1142 returns the identified SMEs to the requestor. In some embodiments, the block 1410 can include the identity manager 1144 filtering the identified SMEs to remove any information that the requestor lacks permission to view. At block 1412, the workflow engine 1142 manages a negotiation process between the requestor and the SMEs. An example of the block 1412 will be described in more detail with respect to FIG. 15 .
Example of a Process for Managing a Negotiation Process
[0188] FIG. 15 presents a flowchart of an example of a process 1500 for managing a negotiation process between a requestor and one or more SMEs. In some embodiments, the process 1500 can be performed as all or part of the block 1412 of FIG. 14 . The process 1500 can be implemented by any system that can facilitate interaction among users. For example, the process 1500, in whole or in part, can be implemented by the user interface 1140, the identity manager 1144, and/or the workflow engine 1142. In some cases, the process 1500 can be performed generally by the SME access system 1136 or the SME system 1130. Although any number of systems, in whole or in part, can implement the process 1500, to simplify discussion, the process 1500 will be described in relation to specific systems or subsystems of the SME system 1130.
[0189] At block 1502, the workflow engine 1142 allows the requestor, via the user interface 1140, to request a SME service from a targeted SME. The targeted SME can be, for example, a SME that was identified and returned as part of the process 1400. The SME service can be, for example, one-time input or advice, service on a project in a specified capacity, etc. As part of the block 1402, the workflow engine 1142 can send a message including the request to the targeted SME (e.g., via email, instant message, social-media services, etc.). In various embodiment, if the requestor has not been permitted to view identification information for the targeted SME, the workflow engine 1142 will send the message to the targeted SME without disclosing the targeted SME's contact or identification information.
[0190] At block 1504, the workflow engine 1142 allows the targeted SME to respond to the request. For example, the targeted SME can authorize the SME system 1130 to identify them to the requestor. In addition, in certain embodiments, the targeted SME can be permitted to accept the request, ask for clarification regarding the SME service, and deny the request. At block 1506, the workflow engine 1142 facilitates further communication between the requestor and the targeted SME as necessary. For example, the workflow engine 1142 can prompt the requestor for any clarification asked for by the targeted SME, provide the clarification to the targeted SME (e.g., via message), allow the targeted SME to request further clarification, etc. In general, the block 1506 can include further iterations of the functionality described with respect to the blocks 1502 and 1504.
[0191] At block 1508, the workflow engine 1142 records participation metrics in the databases 1132. For example, the workflow engine 1142 can record each response by the targeted SME, each request by the requestor, acceptance of the SME service by the targeted SME, denial of the SME service by the targeted SME, etc. At block 1510, the workflow engine 1142 assigns gamification credit to the targeted SME responsive to selected actions. In a typical embodiment, the workflow engine 1142 maintains a score (e.g., points) based on the targeted SME's participation. For example, the targeted SME may be awarded gamification credit (e.g., points) for responding to the request, accepting the request, and denying the request. In a typical embodiment, the gamification credit is greatest for accepting the request and least for denying the request. In certain embodiments, the workflow engine can thereby maintain a participation score for each SME.
[0192] In various embodiments, the participation scores described above can be used to classify users based on their participation in the SME system 1130. For example, users having participation scores higher than a threshold value, or users having a statistically higher level of participation relative to all other users, can be awarded “trusted advisor” status. In various embodiments, participation classifications can be used as a participation parameter that can be used as part of the searchable interface provided at the block 1220 of FIG. 12 . The participation parameter can also be specified as part of the SME request at the block 1402 of FIG. 14 .
Example of a Process for Establishing a Dynamic Distribution List
[0193] FIG. 16 presents a flowchart of an example of a process 1600 for establishing a dynamic distribution list. In some embodiments, the process 1600 can be performed in association with or as part of the process 1400 of FIG. 14 and/or the process 1500 of FIG. 15 . The process 1600 can be implemented by any system that can facilitate interaction among users. For example, the process 1600, in whole or in part, can be implemented by the user interface 1140, the identity manager 1144, and/or the workflow engine 1142. In some cases, the process 1600 can be performed generally by the SME access system 1136 or the SME system 1130. Although any number of systems, in whole or in part, can implement the process 1600, to simplify discussion, the process 1600 will be described in relation to specific systems or subsystems of the SME system 1130.
[0194] At block 1602, the workflow engine 1142 associates a SME request with a distribution list. The SME request can be, for example, the SME request described above in connection with the block 1402 of FIG. 14 . In various embodiments, the SME request may be associated with the distribution list responsive to input from the requestor. For example, the requestor may request a list of SMEs on Apache™ Hadoop® and instruct that a dynamic distribution list be established based on the request.
[0195] At block 1604, the workflow engine 1142 populates the dynamic distribution list with results of the SME request that are obtained via a process such as, for example, the process 1400 of FIG. 14 . The population can involve populating the dynamic distribution list with contact information in conformance to the communication method of the dynamic distribution list (e.g., email, corporate messaging service, social media, etc.). At block 1606, the workflow engine 1142 updates the dynamic distribution list each time the SME request is executed. In some embodiments, the SME request can be re-executed each time the requestor or another user attempts to send a message to the distribution list. In other embodiments, the SME request can be re-executed at predetermined intervals (e.g., nightly), on-demand, and/or the like.
[0196] In a typical embodiment, the process 1600 permits messages to be sent a changing group of SMEs within an organization. For example, as more SMEs are identified relative to a given request, a corresponding dynamic distribution list can remain current. In this fashion, all of the organization's SMEs relative to the given request can be invited to meetings, asked for input, kept informed, etc.
Terminology
[0197] A number of computing systems have been described throughout this disclosure. The descriptions of these systems are not intended to limit the teachings or applicability of this disclosure. Further, the processing of the various components of the illustrated systems can be distributed across multiple machines, networks, and other computing resources. For example, the query manager 242 and the query security manager 244 can each be implemented as separate computing systems, or alternatively, as one server or computing system. In addition, two or more components of a system can be combined into fewer components. Further, various components of the illustrated systems can be implemented in one or more virtual machines, rather than in dedicated computer hardware systems. Likewise, the data repositories shown can represent physical and/or logical data storage, including, for example, storage area networks or other distributed storage systems. Moreover, in some embodiments the connections between the components shown represent possible paths of data flow, rather than actual connections between hardware. While some examples of possible connections are shown, any subset of the components shown can communicate with any other subset of components in various implementations.
[0198] Depending on the embodiment, certain acts, events, or functions of any of the algorithms described herein can be performed in a different sequence, can be added, merged, or left out altogether (e.g., not all described acts or events are necessary for the practice of the algorithms). Moreover, in certain embodiments, acts or events can be performed concurrently, e.g., through multi-threaded processing, interrupt processing, or multiple processors or processor cores or on other parallel architectures, rather than sequentially. Although certain computer-implemented tasks are described as being performed by a particular entity, other embodiments are possible in which these tasks are performed by a different entity.
[0199] Each of the various illustrated systems may be implemented as a computing system that is programmed or configured to perform the various functions described herein. The computing system may include multiple distinct computers or computing devices (e.g., physical servers, workstations, storage arrays, etc.) that communicate and interoperate over a network to perform the described functions. Each such computing device typically includes a processor (or multiple processors) that executes program instructions or modules stored in a memory or other non-transitory computer-readable storage medium. The various functions disclosed herein may be embodied in such program instructions, although some or all of the disclosed functions may alternatively be implemented in application-specific circuitry (e.g., ASICs or FPGAs) of the computer system. Where the computing system includes multiple computing devices, these devices may, but need not, be co-located. The results of the disclosed methods and tasks may be persistently stored by transforming physical storage devices, such as solid state memory chips and/or magnetic disks, into a different state. Each service described, such as those shown in FIG. 3 , may be implemented by one or more computing devices, such as one or more physical servers programmed with associated server code.
[0200] Conditional language used herein, such as, among others, “can,” “might,” “may,” “e.g.,” and the like, unless specifically stated otherwise, or otherwise understood within the context as used, is generally intended to convey that certain embodiments include, while other embodiments do not include, certain features, elements and/or states. Thus, such conditional language is not generally intended to imply that features, elements and/or states are in any way required for one or more embodiments or that one or more embodiments necessarily include logic for deciding, with or without author input or prompting, whether these features, elements and/or states are included or are to be performed in any particular embodiment.
[0201] While the above detailed description has shown, described, and pointed out novel features as applied to various embodiments, it will be understood that various omissions, substitutions, and changes in the form and details of the devices or algorithms illustrated can be made without departing from the spirit of the disclosure. As will be recognized, the processes described herein can be embodied within a form that does not provide all of the features and benefits set forth herein, as some features can be used or practiced separately from others. The scope of protection is defined by the appended claims rather than by the foregoing description. All changes which come within the meaning and range of equivalency of the claims are to be embraced within their scope.
[0202] For purposes of this disclosure, an information handling system may include any instrumentality or aggregate of instrumentalities operable to compute, calculate, determine, classify, process, transmit, receive, retrieve, originate, switch, store, display, communicate, manifest, detect, record, reproduce, handle, or utilize any form of information, intelligence, or data for business, scientific, control, or other purposes. For example, an information handling system may be a personal computer (e.g., desktop or laptop), tablet computer, mobile device (e.g., personal digital assistant (PDA) or smart phone), server (e.g., blade server or rack server), a network storage device, or any other suitable device and may vary in size, shape, performance, functionality, and price. The information handling system may include random access memory (RAM), one or more processing resources such as a central processing unit (CPU) or hardware or software control logic, ROM, and/or other types of nonvolatile memory. Additional components of the information handling system may include one or more disk drives, one or more network ports for communicating with external devices as well as various input and output (I/O) devices, such as a keyboard, a mouse, touchscreen and/or a video display. The information handling system may also include one or more buses operable to transmit communications between the various hardware components.
[0203] Although various embodiments of the method and apparatus of the present invention have been illustrated in the accompanying Drawings and described in the foregoing Detailed Description, it will be understood that the invention is not limited to the embodiments disclosed, but is capable of numerous rearrangements, modifications and substitutions without departing from the spirit of the invention as set forth herein.
Claims
What is claimed is:
1. A method comprising:
on a computer system comprising at least one processor and memory, collecting communications from a plurality of sources;
the computer system selecting a set of topics and a set of users;
for each user, the computer system identifying, from the collected communications, conversations in which the user has participated;
for each said topic, for each said user:
the computer system measuring a proportion of the identified conversations that contain content suggestive of the topic, the measuring yielding at least one topical metric;
the computer system analyzing timing of the identified conversations, the analyzing yielding at least one timing metric;
the computer system examining relationships among data attributes of the identified conversations, the examining yielding at least one expertise-scope metric;
the computer system generating multidimensional expertise data from the at least one topical metric, the at least one timing metric, and the at least one expertise-scope metric, wherein the multidimensional expertise data is representative of the user's expertise on the topic, wherein the multidimensional expertise data comprises a topical dimension, an expertise-scope dimension, and a timeline dimension;
wherein the multidimensional expertise data comprises an expertise index for the user; and
for each said topic, the computer system ranking the set of users by the expertise index; and
the computer system providing a searchable interface, wherein the multidimensional expertise data is searchable by one or more topical parameters mapped to the topical dimension, by one or more scope parameters mapped to the expertise-scope dimension, and by one or more timeline parameters mapped to the timeline dimension.
2. The method of claim 1, wherein the generating comprises:
assessing the user's expertise on the topic based, at least in part, on the at least one topical metric, wherein the assessing comprises determining the expertise index;
discovering a scope of the user's expertise based, at least in part, on the at least one expertise-scope metric; and
ascertaining a timeline of the user's expertise based, at least in part, on the at least one timing metric.
3. The method of claim 2, comprising, for each said topic, for each said user, storing the multidimensional expertise data, wherein the storing comprises:
storing the expertise index as part of the topical dimension;
storing the scope as part of the expertise-scope dimension; and
storing the timeline as part of the timeline dimension.
4. The method of claim 3, wherein the measuring comprises:
applying, via an a priori classification engine, at least one taxonomy to the collected communications; and
wherein the at least one taxonomy comprises one or more words associated with the topic.
5. The method of claim 4, wherein the at least one taxonomy comprises a taxonomy selected from the group consisting of: a taxonomy resulting from ingestion of an organization's content, a human-resources taxonomy for the organization, and a directory-service taxonomy.
6. The method of claim 4, wherein the applying comprises enumerating conversations containing the one or more words, the enumerating yielding the at least one topical metric.
7. The method of claim 3, wherein:
the analyzing of timing and the examining of relationships are performed via an a posteriori classification engine; and
the a posteriori classification engine produces the at least one expertise-scope metric and the at least one timing metric.
8. The method of claim 2, wherein the discovering of the scope comprises assigning at least one scope classification to the user, wherein the at least one scope classification is selected from the group consisting of: evangelist, knowledge manager, knowledge creator, and influencee.
9. The method of claim 2, wherein the ascertaining comprises assigning at least one timeline classification to the user, wherein the at least one timeline classification is selected from the group consisting of: long-time expert, deep-domain expert, cutting-edge expert, and strategic expert.
10. The method of claim 2, comprising managing a subject matter expert (SME) search, the managing comprising:
receiving a SME request from a requestor, wherein the SME request comprises at least one topical parameter selected from the one or more topical parameters, at least one scope parameter selected from the one or more scope parameters, and at least one timeline parameter selected from the one or more timeline parameters;
wherein the at least one topical parameter specifies at least one topic of the set of topics;
searching the expertise data via the at least one topical parameter, the at least one scope parameter, and the at least one timeline parameter; and
identifying one or more SMEs responsive to the SME request.
11. The method of claim 10, wherein:
the at least one topical parameter specifies a desired expertise level; and
the desired expertise level is associated with at least one of:
a value of the expertise index; and
a range of values of the expertise index.
12. The method of claim 10, wherein the managing comprises facilitating a negotiation process between the requestor and the one or more SMEs, the facilitating comprising:
allowing the requestor to request a SME service from at least one SME of the one or more SMEs; and
allowing the at least one SME to accept the request.
13. The method of claim 12, comprising, responsive to the at least one SME accepting the request, providing gamification credit to the at least one SME.
14. The method of claim 10, comprising monitoring participation of each user of the set of users relative to SME requests.
15. The method of claim 14, wherein the generating comprises classifying each said user into one or more of a plurality of participation levels based, at least in part, on the user's historical participation relative to SME requests.
16. The method of claim 15, wherein:
the multidimensional expertise data is searchable by one or more participation parameters mapped to the plurality of participation levels;
the SME request comprises at least one participation parameter selected from the one or more participation parameters; and
the searching comprises searching the multidimensional expertise data via the at least one participation parameter.
17. The method of claim 10, wherein the returning comprises identifying the one or more SMEs to the requestor responsive to a determination that the requestor has sufficient access rights.
18. The method of claim 10, wherein:
the SME request dynamically establishes a distribution list, the distribution list comprising the one or more SMEs; and
the SME request dynamically updates the distribution list each time the SME request is executed.
19. The method of claim 1, comprising:
identifying at least two users in the set of users that refer to a same individual; and
merging the at least two users.
20. The method of claim 1, wherein the searchable interface allows an authorized user to manually change at least a portion of the multidimensional expertise data.
21. An information handling system comprising:
a processing unit, wherein the at least one processing unit is operable to implement a method comprising:
collecting communications from a plurality of sources;
selecting a set of topics and a set of users;
for each user, identifying, from the collected communications, conversations in which the user has participated;
for each said topic, for each said user:
measuring a proportion of the identified conversations that contain content suggestive of the topic, the measuring yielding at least one topical metric;
analyzing timing of the identified conversations, the analyzing yielding at least one timing metric;
examining relationships among data attributes of the identified conversations, the examining yielding at least one expertise-scope metric;
generating multidimensional expertise data from the at least one topical metric, the at least one timing metric, and the at least one expertise-scope metric, wherein the multidimensional expertise data is representative of the user's expertise on the topic, wherein the multidimensional expertise data comprises a topical dimension, an expertise-scope dimension, and a timeline dimension;
wherein the multidimensional expertise data comprises an expertise index for the user; and
for each said topic, ranking the set of users by the expertise index; and
providing a searchable interface, wherein the multidimensional expertise data is searchable by one or more topical parameters mapped to the topical dimension, by one or more scope parameters mapped to the expertise-scope dimension, and by one or more timeline parameters mapped to the timeline dimension.
22. A computer-program product comprising a non-transitory computer-usable medium having computer-readable program code embodied therein, the computer-readable program code adapted to be executed to implement a method comprising:
collecting communications from a plurality of sources;
selecting a set of topics and a set of users;
for each user, identifying, from the collected communications, conversations in which the user has participated;
for each said topic, for each said user:
measuring a proportion of the identified conversations that contain content suggestive of the topic, the measuring yielding at least one topical metric;
analyzing timing of the identified conversations, the analyzing yielding at least one timing metric;
examining relationships among data attributes of the identified conversations, the examining yielding at least one expertise-scope metric;
generating multidimensional expertise data from the at least one topical metric, the at least one timing metric, and the at least one expertise-scope metric, wherein the multidimensional expertise data is representative of the user's expertise on the topic, wherein the multidimensional expertise data comprises a topical dimension, an expertise-scope dimension, and a timeline dimension;
wherein the multidimensional expertise data comprises an expertise index for the user; and
for each said topic, ranking the set of users by the expertise index; and
providing a searchable interface, wherein the multidimensional expertise data is searchable by one or more topical parameters mapped to the topical dimension, by one or more scope parameters mapped to the expertise-scope dimension, and by one or more timeline parameters mapped to the timeline dimension.
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