Jinfo: Blog

Jinfo Blog

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Date Archive

Answering the Call: Better Knowledge Management = Better Customer Service [ABSTRACT]
4th January 2009

When she took over management of a government department call centre in September 2004, Veronica Fraser had experience with library and information services but none with call centres. She shares her experience in taking a step back to analyse ways to improve customer experience and decrease employee turnover through the use of collaborative tools and flexible technologies.

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Automatic Classification: A Panel Discussion [ABSTRACT]
4th January 2009

The goal of automatic classification systems, whether rules-based or Bayesian, is to apply metadata in a way to make user access to content meaningful and scalable. Following their recent presentation on the topic to the International Society for Knowledge Organization UK (ISKO UK), Karen Loasby interviews fellow panelists Silver Oliver and Helen Lippell on the opportunities and challenges presented by automatic classification.

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Federated Search: A Year of Blogging [ABSTRACT]
4th January 2009

Blogging full time about a specific subject - in this case, federated search - has its share of ups and downs. Sol Lederman reflects on the ups and downs of his past twelve months as official blogger for vendor Deep Web Technologies, and shares what he's learned in the process.

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People Information: Finding Accurate, Authoritative and Well Organised Data [ABSTRACT]
4th January 2009

Although free information on people abounds on the Web, the quantity isn't always matched by quality. User-generated information, for instance, may skew accuracy, and verification can be tricky. Donna Fryer recommends revisiting the "Big Three" fee databases of Factiva, Dialog, and LexisNexis to be sure that the people data you use is reliable.

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