Discovering Problem-Solving Knowledge in Business Emails - Traceability in Software Design Using Computer Mediated Communication

Rauscher Francois, Nada Matta, Atifi Hassan

2014

Abstract

This article addresses issues related to problem solving knowledge detection in business emails. The objective is to discover if there are traces of knowledge left in emails and how to detect it. Finding patterns and structure of interest in emails corpora is a difficult task, but it is a necessity for companies in order to keep traces and learn lessons from previous projects. Especially in software development project that can be very costly and time consuming. In this paper, we present a general method for discovering problem solving requests in professional emails using mixed techniques from pragmatics analysis and knowledge engineering. This study takes place in the project memory work aiming at the traceability and structuration of knowledge in daily business environment.

References

  1. Baron, N. S., 1998. Letters by phone or speech by other means: The linguistics of email. In Language & Communication, 18(2), p133-170.
  2. Beck, K., Beedle, M., Van Bennekum, A., Cockburn, A., Cunningham, W., Fowler, M., Thomas, D., 2001. Manifesto for agile software development.
  3. Bekhti, S., Matta, N., 2003. Project memory: an approach of modelling and reusing the context and the de design rationale.In Proceedings of IJCAI'03 (International Joint of Conferences of Artificial Intelligence), Workshop on Knowledge Management and Organisational Memory, Acapulco.
  4. Benveniste E., 1966. Problèmes de linguistique générale, t. I, Paris, Gallimard.
  5. Carvalho, V., Cohen, W., 2004. Learning to extract signature and reply lines from email. In Proceedings of the Conference on Email and Anti-Spam, Palo Alto, CA.
  6. Carvalho, V.R., Cohen, W., 2006. Improving "email speech acts" analysis via n-gram selection. In Proceedings of the HLT-NAACL 2006 Workshop on Analyzing Conversations in Text and Speech (ACTS 7809). Association for Computational Linguistics, Stroudsburg, PA, USA, p35-41.
  7. Cleland-Huang, J.; Settimi, R.; Xuchang Zou; Solc, P., 2006. The Detection and Classification of NonFunctional Requirements with Application to Early Aspects. In Requirements Engineering, 14th IEEE International Conference, p39-48.
  8. Cselle, G., Albrecht, K., Wattenhofer, R., 2007. BuzzTrack: topic detection and tracking in email. In Proceedings of the 12th international conference on Intelligent user interfaces, p190-197.
  9. De Felice, R., Deane, P., 2012. Identifying speech acts in emails: Toward automated scoring of the TOEIC® email task. In ETS Research Report No. RR-12-16, Princeton.
  10. Diesner, J., 2005. Exploration of Communication Networks from the Enron Email Corpus. In Proceedings of Workshop on Link Analysis, Counterterrorism and Security, SIAM International Conference on Data Mining 2005, p3-14.
  11. Gray, P. H., 2001. A problem-solving perspective on knowledge management practice. In Decision Support System 31, 1 (May 2001), p87-102.
  12. Goffman, E., 1956. The Presentation of Self in Everyday Life, University of Edinburgh Social Sciences Research Centre Monographs, no2.
  13. Gospodnetic, O., Hatcher, E., 2004. Lucene in Action. Manning Publications.
  14. Hardin, L. E. 2002. Problem Solving Concepts and Theories. In Journal of Veterinary Medical Education, 30(3), p227-230.
  15. Herring, S. C., 2004. An Approach to Researching Online Behavior. Designing for virtual communities in the service of learning. In S. A. Barab, R. Kling, J. H. Gray (Eds.), designing for Virtual Communities in the Service of Learning (p338-376). New York: Cambridge University Press.
  16. Jindal, N., Liu, B., 2007. Review spam detection. In Proceedings of the 16th international conference on World Wide Web, p1189-1190.
  17. Kalia, A., Motahari Nezhad, H. R., Bartolini, C., Singh, M., 2013. Identifying Business Tasks and Commitments from Email and Chat Conversations. In HP Labs Technical Report.
  18. Ladas, C., 2009. Scrumban-essays on kanban systems for lean software development. Lulu.Com
  19. Malvache, P., Prieur, P., 1993. Mastering Corporate Experience with the REX Method. In Proceedings of ISMICK'93, International Synopsium on Management of industrial and corporate knowledge, Compiegne.
  20. Matta, N., Ribiere, M., Corby, O., Lewkowicz, M., Zacklad, M., 2000. Project memory in design. In Rajkumar Roy, (Ed.), Industrial Knowledge Management - A Micro Level Approach, SpringerVerlag, London.
  21. Matta N., Ermine, J-L., Aubertin, G., Trivin, J., 2002. Knowledge Capitalization with a knowledge engineering approach: the MASK method. In Knowledge Management and Organizational Memories, Dieng-Kuntz R., Matta N. (Eds.), Kluwer Academic Publishers.
  22. Matta, N., Atifi, H., Sediri, M., Sagdal, M., 2010. Analysis of Interactions on Coordination for Design Projects. In Signal-Image Technology and Internet-Based Systems (SITIS), 2010 Sixth International Conference , p344,347.
  23. Matta, N., Ducellier, G, Charlot, Y., Beldjoudi, M.R., Tribouillois, F., Hibon, E., 2011. Traceability of design project knowledge using PLM. In IEEE proceedings of International Conference on Cooperation Technologies and sciences, Philadelphia, May 2011.
  24. Newell, A., Simon, H. A., 1972. Human Problem Solving. New Jersey: Prentice-Hall, Inc.
  25. Searle, J. R., 1969. Speech acts: An essay in the philosophy of language (Vol. 626). Cambridge university press.
  26. Stiles, W. B., 1992. Describing Talk: a taxonomy of verbal response modes. SAGE Series in Interpersonal Communication. SAGE Publications. ISBN: 0803944659.
  27. Tourtier, P.A., 1995. Analyse préliminaire des métiers et de leurs interactions. In Rapport intermédiaire, projet GENIE, INRIA-Dassault-Aviation.
  28. Wasiak, J., Hicks, B., Newnes, L., Loftus, C., Dong, H., Burrow, L., 2011. Managing by E-Mail: What E-mail Can Do for Engineering Project Carley Management. In IEEE TRANSACTIONS ON ENGINEERING MANAGEMENT, VOL. 58, NO. 3.
Download


Paper Citation


in Harvard Style

Francois R., Matta N. and Hassan A. (2014). Discovering Problem-Solving Knowledge in Business Emails - Traceability in Software Design Using Computer Mediated Communication . In Proceedings of the International Conference on Knowledge Management and Information Sharing - Volume 1: KMIS, (IC3K 2014) ISBN 978-989-758-050-5, pages 186-193. DOI: 10.5220/0005073601860193


in Bibtex Style

@conference{kmis14,
author={Rauscher Francois and Nada Matta and Atifi Hassan},
title={Discovering Problem-Solving Knowledge in Business Emails - Traceability in Software Design Using Computer Mediated Communication},
booktitle={Proceedings of the International Conference on Knowledge Management and Information Sharing - Volume 1: KMIS, (IC3K 2014)},
year={2014},
pages={186-193},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0005073601860193},
isbn={978-989-758-050-5},
}


in EndNote Style

TY - CONF
JO - Proceedings of the International Conference on Knowledge Management and Information Sharing - Volume 1: KMIS, (IC3K 2014)
TI - Discovering Problem-Solving Knowledge in Business Emails - Traceability in Software Design Using Computer Mediated Communication
SN - 978-989-758-050-5
AU - Francois R.
AU - Matta N.
AU - Hassan A.
PY - 2014
SP - 186
EP - 193
DO - 10.5220/0005073601860193