System for and method of determining and using subject matter experts in a forum environment

• US 20030028525A1
• Filed: 08/01/2001
• Published: 02/06/2003
• Est. Priority Date: 08/01/2001
• Status: Abandoned Application

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Siegle, Jeffrey H., Meyers, Paul Anthony, Santos, Richard A.
• Application Number:
  US09/921,185
• Publication Number:
  US 20030028525A1
• Time in Patent Office: Days
• US Class Current: 707/3
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06F 16/9536 Search customisation based on social or collaborative filtering
• CPC Class Codes: H04L 51/52 for supporting social networking services

Abstract

The present invention is directed to a system which routes incoming electronic messages or query messages in a forum or bulletin board environment to subject matter experts for resolution. The present invention includes steps or an apparatus for processing information configured to: receive the query message, correlate information contained in the query message with subject matters, route the electronic messages containing correlated data to the subject matter expert and posting query messages on an electronic bulletin board.

Claims

1. A method of processing information queries comprising the steps of:

receiving a plurality of query messages and identifying areas of subject matter expertise in a first number of said query messages;

correlating each query message within said first number of query messages with subject matter experts associated with identified areas of subject matter expertise;

routing each of said first number of query messages to correlated subject matter experts; and

posting a second number of said query messages on an electronic bulletin board.

2. The method according to claim 1 wherein said second number of query messages includes all of said plurality of query messages.

4. The method according to claim 1 wherein said step of correlating includes at least the steps of.

accessing a database associating said subject matter experts with said areas of subject matter expertise;

and

matching said query messages with said subject matter experts.

5. The method according to claim 1 further comprising as step of:

updating said database in response to said correlating step.

6. The method according to claim 1 wherein said query messages are questions posted to a bulletin board.

7. The method according to claim 1 further comprising the steps of:

soliciting input from said subject matter experts; and

considering said solicited input from said subject matter experts in determining associations between said subject matter expertise and respective subject matter experts.

8. The method according to claim 1 further comprising the steps of:

analyzing a plurality of electronic documents to identify areas of subject matter expertise associated with respective subject matter experts; and

updating a database associating said subject matter experts with respective ones of said areas of expertise.

9. The method according to claim 1 further comprising the steps of:

receiving a quality measurement; and

using said quality measurement in determining associations between said subject matter expertise and respective subject matter experts.

10. The method according to claim 1 further comprising the step of-. updating a database to include answers to said query messages.

11. The method according to claim 10 further comprising the step of:

searching said database for an answer to said query message.

12. The method according to claim 11 further comprising the step of:

providing said answer in response to said query message.

3. The method according to claim I wherein said second number of query messages includes said plurality of query messages excluding said first number of query messages.

13. An apparatus for processing information queries comprising:

a communication device configured to receive a plurality of query messages;

a processor configured to identify areas of subject matter expertise in a first number of said query messages and correlate said first number of query messages with subject matter experts associated with said areas of subject matter expertise;

a communications interface configured to route each of said first number of said query messages to correlated subject matter experts; and

an electronic bulletin board configured to post a second number of said query messages.

14. The apparatus for processing information queries according to claim 13 wherein said second number of said query messages includes all of said plurality of query messages.

15. The apparatus for processing information queries according to claim 13 wherein said second number of said query messages includes said plurality of query messages excluding said first number of said query messages.

16. The apparatus for processing information queries according to claim 13 wherein said processor is further configured to access a database associating said subject matter experts with said areas of subject matter expertise, and match said query messages with said subject matter experts.

17. The apparatus for processing information queries according to claim 13 wherein said processor is further configured to update a database associating said subject matter experts with said areas of subject matter expertise.

18. The apparatus for processing information queries according to claim 13 wherein said query messages include questions posted to a bulletin board.

19. The apparatus for processing information queries according to claim 13 wherein said processor is further configured to solicit input from said subject matter experts, and determine associations between said subject matter expertise and respective subject matter experts in response to said solicited input from said subject matter experts.

20. The apparatus for processing information queries according to claim 13 wherein said processor is further configured to analyze a plurality of electronic documents to identify areas of subject matter expertise associated with respective subject matter experts, and update a database associating said subject matter experts with respective ones of said areas of expertise.

21. The apparatus for processing information queries according to claim 13 wherein said processor is further configured to update a database to include answers to said query messages.

22. The apparatus for processing information queries according to claim 13 wherein said processor is further configured to receive a quality measurement, and determine associations between said subject matter expertise and respective subject matter experts in response to said quality measurement.

23. A method of processing information queries comprising the steps of:

receiving a plurality of query messages and identifying areas of subject matter expertise in a first number of said query messages;

correlating each query message within said first number of query messages with subject matter experts associated with identified areas of subject matter expertise;

routing information pertaining to each of said first number of query messages to correlated subject matter experts; and

posting a second number of said query messages on an electronic bulletin board.