<?xml version="1.0" encoding="UTF-8"?><xml><records><record><source-app name="Biblio" version="6.x">Drupal-Biblio</source-app><ref-type>47</ref-type><contributors><authors><author><style face="normal" font="default" size="100%">Mark S. Ackerman</style></author><author><style face="normal" font="default" size="100%">Thomas W. Malone</style></author></authors></contributors><titles><title><style face="normal" font="default" size="100%">Answer Garden:  A Tool for Growing Organizational Memory</style></title><secondary-title><style face="normal" font="default" size="100%">ACM Conference on Office Information Systems</style></secondary-title></titles><keywords><keyword><style  face="normal" font="default" size="100%">cscw</style></keyword><keyword><style  face="normal" font="default" size="100%">information access</style></keyword><keyword><style  face="normal" font="default" size="100%">organizational memory</style></keyword></keywords><dates><year><style  face="normal" font="default" size="100%">1990</style></year></dates><urls><web-urls><url><style face="normal" font="default" size="100%">http://www.eecs.umich.edu/~ackerm/pub/90b03/cois90.final.pdf</style></url></web-urls></urls><pub-location><style face="normal" font="default" size="100%">Cambridge, MA</style></pub-location><pages><style face="normal" font="default" size="100%">31-39</style></pages><language><style face="normal" font="default" size="100%">eng</style></language><abstract><style face="normal" font="default" size="100%">&lt;p&gt;Answer Garden allows organizations to develop databases of commonly asked questions that
grow  &quot;organically&quot;  as  new  questions  arise  and  are  answered.    It  is  designed  to  help  in
situations (such as field service organizations and customer &quot;hot lines&quot;) where there is a
continuing stream of questions, many of which occur over and over, but some of which the
organization has never seen before.  The system includes a branching network of diagnostic
questions  that  helps  users  find  the  answers  they  want.    If  the  answer  is  not  present,  the
system automatically sends the question to the appropriate expert, and the answer is returned
to the user as well as inserted into the branching network.  Experts can also modify this
network in response to users' problems.
Our initial Answer Garden database contains questions and answers about how to use the X
Window System.&lt;/p&gt;</style></abstract></record></records></xml>
