Fundamentals of Information Systems Ninth Edition Chapter 7

Fundamentals of Information Systems, Ninth Edition Chapter 7 Knowledge Management and Specialized Information Systems © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 1

Objectives After completing this chapter, you will be able to: Discuss the relationships between data, information, and knowledge Identify the benefits associated with a sound knowledge management program List some of the tools and techniques used in knowledge management Define the term “artificial intelligence” and state the objective of developing artificial intelligence systems © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use.

Objectives After completing this chapter, you will be able to (cont’d): List the characteristics of intelligent behavior and compare the performance of natural and artificial intelligence systems for each of these characteristics Identify the major components of the artificial intelligence field and provide one example of each type of system Discuss the use of multimedia in a business setting © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use.

Objectives After completing this chapter, you will be able to (cont’d): Define the terms “virtual reality” and “augmented reality” and provide three examples of these applications Discuss examples of specialized systems for organizational and individual use © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use.

What is Knowledge Management • Knowledge management (KM) • Comprises a range of practices concerned with increasing awareness, fostering learning, speeding collaboration and innovation, and exchanging insights • Used by organizations to enable individuals, teams, and entire organizations to collectively and systematically create, share, and apply knowledge in order to achieve objectives © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 5

What is Knowledge Management • Explicit knowledge • Objective • Can be measured and documented in reports, papers, and rules • Tacit knowledge • Hard to measure and document • Typically not objective or formalized • Many organizations attempt to convert tacit knowledge to explicit knowledge • To share with others • Two processes used to capture tacit knowledge: • Shadowing • Joint problem solving © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 6

What is Knowledge Management © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 7

Knowledge Management Applications and Associated Benefits • Foster Innovation by Encouraging the Free Flow of Ideas • Among employees, contractors, suppliers, and other business partners • Leverage the Expertise of People across the Organization • New employees or employees moving into new positions are able to get up to speed more quickly • Capture the Expertise of Key Individuals before They Retire • Permanent loss of expertise related to core operations can result in a significant loss of productivity and a decrease in the quality of service over time © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 8

Best Practices for Selling and Implementing a KM Project • Connect the KM Effort to Organizational Goals and Objectives • Such as increasing revenue, reducing costs, improving customer service, or speeding up the time to bring the product to market • Start with a Small Pilot Involving Enthusiasts • Less risky than trying to take on a project very large in scope • Identify Valuable Tacit Knowledge • Identify, capture, and disseminate knowledge gems from a sea of information • Get Employees to Buy In • Managers must create a work culture that places a high value on tacit knowledge and that strongly encourages people to share it © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 9

Best Practices for Selling and Implementing a KM Project © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 10

Technologies That Support KM • Communities of practice • Organizational network analysis • Web 2. 0 technologies • Business rules management systems • Enterprise search tools © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 11

Communities of Practice • Communities of practice (COP) are groups of people with common interests • Members come together to create, store, and share knowledge on a specific topic • Typically develops resources such as models, tools, documents, processes, and terminology that represent the accumulated knowledge of the community • The General Services Administration (GSA) was established in 1949 to streamline the administrative work of the federal government • The GSA’s Office of Citizen Services and Innovative Technologies supports eight different communities of practice that focus on: - Crowdsourcing - Citizen science - Mobile government © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 12

Organizational Network Analysis • Organizational network analysis (ONA) • A technique used for documenting and measuring flows of information among individuals, workgroups, organizations, computers, Web sites, and other information sources • Each node in the diagram represents a knowledge source • Each link represents a flow of information between two nodes • Experts agree that the most significant data is metadata • Which is data that describes other data • ONA has many knowledge management applications • Ranging from mapping knowledge flows and identifying knowledge gaps • To helping establish collaborative networks © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 13

Organizational Network Analysis © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 14

Web 2. 0 Technologies • “Web 2. 0” is a term describing changes in technology and Web site design to enhance: • Information sharing • Collaboration • Functionality on the Web • Web 2. 0 technologies: • • • Blogs Forums Podcasts RSS newsfeeds Wikis © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 15

Business Rules Management Systems • Business rules management system (BRMS) • Software used to define, execute, monitor, and maintain the decision logic that is used by the operational systems and processes that run the organization • BRMS enables business users to define, deploy, monitor, and maintain organizational policies and the decisions flowing from those policies • BRMS components • A business rule engine that determines which rules need to be executed and in what order • An enterprise rules repository for storing all rules • Software to manage the various versions of rules as they are modified • Additional software for reporting and multiplatform deployment © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 16

Business Rules Management Systems © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 17

Enterprise Search Software • Enterprise search • The application of search technology to find information within an organization • Enterprise search software • Matches a user’s query to many sources of information in an attempt to identify the most important content • Also used to identify the most reliable and relevant source of information © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 18

Enterprise Search Software • Enterprise search software can also be used to support Web site visitor searches • Electronic discovery is another important application of enterprise search software • Electronic discovery (e-discovery) refers to any process in which electronic data is sought, located, secured, and searched with the intent of using it as evidence in a civil or criminal legal case • Predictive coding • A recent development in the area of e-discovery • Involves the use of computer algorithms rather than a full manual review to determine the relevance of electronic documents in a lawsuit © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 19

Overview of Artificial Intelligence • Artificial intelligence (AI) • Computers with the ability to mimic or duplicate the functions of the human brain • Watson is a supercomputer developed by IBM with AI capabilities • Applications of Watson AI • Playing Jeopardy! • A cloud-based Watson system is being used by doctors to develop treatment options for a wide range of diseases © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 20

Overview of Artificial Intelligence © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 21

Artificial Intelligence in Perspective • Artificial intelligence systems include: • The people, procedures, hardware, software, data, and knowledge needed to develop computer systems and machines that can simulate human intelligence processes including: - Learning - Reasoning - Self-correction • AI is a complex interdisciplinary field • Involves biology, computer science, linguistics, mathematics, neuroscience, philosophy, and psychology © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 22

Nature of Intelligence • The Turing Test attempts to determine whether a computer can successfully impersonate a human • Designed by Alan Turing, a British mathematician • No computer has yet passed the Turing Test • Although many computer scientists believe it may happen in the next few years • Intelligent behavior includes the ability to: • Learn from experiences and apply knowledge acquired from experience • Handle complex situations • Solve problems when important information is missing © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 23

Nature of Intelligence • Intelligent behavior includes the ability to (cont’d): • • • Determine what is important React quickly and correctly to a new situation Understand visual images Process and manipulate symbols Be creative and imaginative Use heuristics © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 24

Brain-Computer Interface • Brain Computer Interface (BCI) • The idea is to directly connect the human brain to a computer and have human thought control computer activities • Realization of the BCI experiment will allow people to control computers and artificial arms and legs through thought alone • Honda Motors has developed a BCI system that allows a person to complete certain operations © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 25

Brain-Computer Interface © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 26

Brain-Computer Interface © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 27

Expert Systems • Expert system • Hardware and software that stores knowledge and makes inferences, similar to a human expert • Used in many business applications • Computerized expert systems use heuristics, or rules of thumb, to arrive at conclusions or make suggestions © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 28

Expert Systems • An expert system consists of a collection of integrated and related components • Components • • • Knowledge base Inference engine Explanation facility Knowledge base acquisition facility User interface © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 29

Expert Systems • Knowledge Base • Stores all relevant information, data, rules, cases, and relationships that the expert system uses • Rule: a conditional statement that links conditions to actions or outcomes • Rules may be stored as IF-THEN statements © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 30

Expert Systems • Inference Engine • Main purpose is to seek information and relationships from the knowledge base • To provide answers, predictions, and suggestions like a human expert • Explanation Facility • Allows a user or decision maker to understand how the expert system arrived at certain conclusions or results • Indicates all the facts and rules that were used in reaching the conclusion • Example - A doctor can find out the logic or rationale of a diagnosis made by a medical expert system © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 31

Expert Systems • Knowledge Acquisition Facility • Provides convenient and efficient means of capturing and storing all components of the knowledge base • Knowledge acquisition software: - Stores information and relationships in the knowledge base • User Interface • Makes an expert system easier for users and decision makers to develop and use © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 32

Participants in Developing and Using Expert Systems • Domain expert: the person or group with the expertise or knowledge the expert system is trying to capture • Knowledge engineer: a person who has training or experience in the design, development, implementation, and maintenance of an expert system • Knowledge user • Person or group who uses and benefits from the expert system • Needs no previous training or experience © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 33

Expert System Shells and Products • Expert system shell • A suite of software that allows construction of a knowledge base and interaction with this knowledge base through use of an inference engine • Available for both personal computers and mainframe systems © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 34

Robotics • Robotics is a branch of engineering that involves developing and manufacturing mechanical devices that can: • Paint cars, make precision welds, and perform other tasks that require a high degree of precision • Organizations use robots to perform dull, dirty, and/or dangerous jobs • Future implementation of autonomous vehicles will displace truck drivers, chauffeurs, and cab drivers © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 35

Vision Systems • Vision Systems • Hardware and software that permit computers to capture, store, and manipulate visual images and pictures • Applications • Increased accuracy and speed in industrial inspections of parts • Identifying people based on facial features © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 36

Natural Language Processing • Natural Language Processing • Involves the computer understanding, analyzing, manipulating, and/or generating “natural” languages such as English • Voice recognition • Converting sound waves into words • After the conversion, natural language-processing systems react to words by performing a variety of tasks © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 37

Learning Systems • Learning Systems • A combination of software and hardware that allows the computer to change how it functions or reacts to situations based on feedback it receives • Learning systems software • Feedback on results of actions or decisions is required • Feedback must indicate whether results are desirable or undesirable © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 38

Neural Networks • Neural networks • Computer systems that can recognize and act on patterns or trends that it detects in large sets of data • Employs massively parallel processors in a meshlike architectural structure • AI Trilogy is a neural network software program that can run on a standard PC © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 39

Neural Networks © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 40

Other Artificial Intelligence Applications • Genetic algorithm • An approach to solving complex problems in which a number of related operations or models change and evolve until the best one emerges • Intelligent agent • Programs and a knowledge base used to perform a specific task for a person, a process, or another program © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 41

Multimedia and Virtual Reality • Use of multimedia and virtual reality has helped many companies achieve a competitive advantage and increase profits • The approach and technology used in multimedia is often the foundation of virtual reality systems © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 42

Overview of Multimedia • Multimedia • • Text and graphics Audio Video and animation File conversion and compression • In order to edit and process analog and older digital formats, the content must be converted into a newer digital format • Because multimedia files can be large • It is sometimes necessary to compress files to make them easier to download • Designing a multimedia application requires careful thought and a systematic approach with the end use of the document considered © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 43

Overview of Multimedia © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 44

Overview of Virtual Reality • A virtual reality system enables one or more users to move and react in a computer-simulated environment • Virtual reality simulations require special interface devices that transmit the sights, sounds, and sensations of the simulated world to the user • These devices can also record and send the speech and movements of the participants to the simulation program © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 45

Interface Devices • Head-mounted display (HMD) • To see in a virtual world, a user wears a HMD with screens directed at each eye and a position tracker • The CAVE 2 at the University of Illinois, Chicago, is a large-scale virtual reality environment • A haptic interface relays sense of touch and other sensations in a virtual world © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 46

Interface Devices © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 47

Forms of Virtual Reality • Immersive virtual reality • Applications that are not fully immersive • Mouse-controlled navigation through a 3 D environment on a graphics monitor • Stereo viewing from the monitor via stereo glasses • Stereo projection systems • Augmented reality superimposes digital data over real photos or images © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 48

Virtual Reality Applications • Medicine • Training children with autism • Training medical students with simulated surgery • Education and training • Virtual reality and game-based learning and training systems • Immersive Education Initiative (IEI) is a nonprofit partnership of colleges, companies, research institutes, and universities • Google’s Expeditions Pioneer Program is a pilot immersive education initiative • Business and commerce • Virtual building tours • Training employees © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 49

Other Specialized Systems • Assistive technology systems • Wide range of assistive, adaptive, and rehabilitative devices to help people with disabilities perform tasks • Game theory • A mathematical theory for developing strategies that maximize gains and minimize losses while adhering to a given set of rules and constraints © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 50

Other Specialized Systems • Informatics • The combination of information technology with traditional disciplines, e. g. , medicine or science, while considering the impact on individuals, organizations, and society • Biomedical informatics (or bioinformatics) • Develops, studies, and applies theories, methods, and processes for the generation, storage, retrieval, use, and sharing of biomedical data, information, and knowledge • Healthcare informatics • The science of how to use data, information, and technology to improve human health and the delivery of healthcare services © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 51

Other Specialized Systems © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 52

Summary • Knowledge management allows organizations to share knowledge and experience among its workers • Artificial intelligence systems form a broad and diverse set of systems that can replicate human decision making for certain types of well-defined problems • Multimedia and virtual reality systems can reshape the interface between people and information technology by offering new ways to communicate information, visualize processes, and express ideas creatively • Specialized systems can help organizations and individuals achieve their goals © 2018 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use. 53