1. Fundamentals of Information Systems Fourth Edition
Chapter 7
Knowledge Management and Specialized Information Systems

2. Principles and Learning Objectives
Knowledge management allows organizations to share knowledge and experience among their managers and employees
Discuss the differences among data, information, and knowledge
Describe the role of the chief knowledge officer (CKO)
List some of the tools and techniques used in knowledge management
Fundamentals of Information Systems, Fourth Edition

3. Principles and Learning Objectives (continued)
Artificial intelligence systems form a broad and diverse set of systems that can replicate human decision making for certain types of well-defined problems
Define the term artificial intelligence and state the objective of developing artificial intelligence systems
List the characteristics of intelligent behavior and compare the performance of natural and artificial intelligence systems for each characteristic
Identify the major components of the artificial intelligence field and provide one example of each type of system
Fundamentals of Information Systems, Fourth Edition

4. Principles and Learning Objectives (continued)
Expert systems can enable a novice to perform at the level of an expert but must be developed and maintained very carefully
List the characteristics and basic components of expert systems
Identify at least three factors to consider in evaluating the development of an expert system
Outline and briefly explain the steps for developing an expert system
Identify the benefits associated with the use of expert systems
Fundamentals of Information Systems, Fourth Edition

5. Principles and Learning Objectives (continued)
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
Define the term virtual reality and provide three examples of virtual reality applications
Fundamentals of Information Systems, Fourth Edition

6. Principles and Learning Objectives (continued)
Specialized systems can help organizations and individuals achieve their goals
Discuss examples of specialized systems for organizational and individual use
Fundamentals of Information Systems, Fourth Edition

7. Why Learn About Specialized Information Systems?
Knowledge management (KM) and specialized information systems are used in many industries
Examples
Manager might use KM to correct a problem
Automotive manager might use KM to oversee robots
Stock trader might use a neural network to uncover patterns in stock prices
Fundamentals of Information Systems, Fourth Edition

8. Knowledge Management Systems
Knowledge: awareness and understanding of a set of information and the ways that information can be made useful to support a specific task or reach a decision
Knowledge management system (KMS): organized collection of people, procedures, software, databases, and devices used to create, store, share, and use the organization’s knowledge and experience
Fundamentals of Information Systems, Fourth Edition

9. Overview of Knowledge Management Systems
KMS can involve different types of knowledge
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
Fundamentals of Information Systems, Fourth Edition

10. Data and Knowledge Management Workers and Communities of Practice
Personnel involved in a KMS include:
Data workers: secretaries, administrative assistants, bookkeepers, other data-entry personnel
Knowledge workers: people who create, use, and disseminate knowledge
Examples: professionals in science, engineering, and business; writers; researchers; educators; corporate designers
Fundamentals of Information Systems, Fourth Edition

11. Data and Knowledge Management Workers and Communities of Practice (continued)
Chief knowledge officer (CKO): top-level executive who helps the organization use a KMS to create, store, and use knowledge to achieve organizational goals
Communities of practice (COP): group of people dedicated to a common discipline or practice, such as open-source software, auditing, medicine, or engineering
Excel at obtaining, storing, sharing, and using knowledge
Fundamentals of Information Systems, Fourth Edition

12. Obtaining, Storing, Sharing, and Using Knowledge
Obtaining, storing, sharing, and using knowledge is the key to any KMS
Knowledge workers often work in teams to create or obtain knowledge
Knowledge repository stores knowledge including documents, reports, files, and databases
Knowledge workers use collaborative work software and group support systems to share knowledge
Fundamentals of Information Systems, Fourth Edition

13. Obtaining, Storing, Sharing, and Using Knowledge (continued)
Figure 7.3: Knowledge Management System
Fundamentals of Information Systems, Fourth Edition

14. Obtaining, Storing, Sharing, and Using Knowledge (continued)
Intranets and password-protected Internet sites also provide ways to share knowledge
Knowledge map points knowledge workers to needed knowledge
Organizations need to protect knowledge from competitors, hackers, and others who shouldn’t obtain the organization’s knowledge
Patents, copyrights, trade secrets, Internet firewalls, and other measures are used to protect important knowledge
Fundamentals of Information Systems, Fourth Edition

15. Technology to Support Knowledge Management
Tools for capturing and using knowledge include:
Data mining and business intelligence
Enterprise resource planning tools, such as SAP
Groupware
Examples of specific KM products
IBM’s Lotus Notes, Domino
Microsoft’s Digital Dashboard, Web Store Technology, Access Workflow Designer
Fundamentals of Information Systems, Fourth Edition

16. Technology to Support Knowledge Management (continued)
Table 7.1: Additional Knowledge Management Organizations and Resources
Fundamentals of Information Systems, Fourth Edition

17. An Overview of Artificial Intelligence
Artificial intelligence (AI): ability of computers to mimic or duplicate the functions of the human brain
AI-based computer systems have many applications in different fields, such as:
Medical diagnoses
Exploration for natural resources
Determining what is wrong with mechanical devices
Assisting in designing and developing other computer systems
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18. Artificial Intelligence in Perspective
Artificial intelligence systems: people, procedures, hardware, software, data, and knowledge needed to develop computer systems and machines that demonstrate the characteristics of intelligence
Fundamentals of Information Systems, Fourth Edition

19. The Nature of Intelligence
Learn from experience and apply knowledge acquired from experience
Example: computerized AI chess software
Handle complex situations
Solve problems when important information is missing
Determine what is important
React quickly and correctly to a new situation
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20. The Nature of Intelligence (continued)
Understand visual images
Perceptive system: approximates the way humans hear, see, or feel objects
Process and manipulate symbols
On a limited basis with machine-vision hardware and software
Be creative and imaginative
Example: writing short stories
Use heuristics
Obtaining good solutions (rather than the optimal) through approximation
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21. The Difference Between Natural and Artificial Intelligence
Table 7.2: A Comparison of Natural and Artificial Intelligence
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22. The Major Branches of Artificial Intelligence
Figure 7.5: A Conceptual Model of Artificial Intelligence
Fundamentals of Information Systems, Fourth Edition

23. Expert Systems
Hardware and software that stores knowledge and makes inferences, similar to a human expert
Used in many business applications
Fundamentals of Information Systems, Fourth Edition

24. Robotics
Mechanical or computer devices that perform tasks requiring a high degree of precision or that are tedious or hazardous for humans
Contemporary robotics combines high-precision machine capabilities with sophisticated controlling software
Many applications of robotics exist today
Research into robots is continuing
Fundamentals of Information Systems, Fourth Edition

25. Robotics (continued)
Robots can be used in situations that are hazardous or inaccessible to humans. The Rover was a remote-controlled robot used by NASA to explore the surface of Mars.
Fundamentals of Information Systems, Fourth Edition

26. Vision Systems
Hardware and software that permit computers to capture, store, and manipulate visual images and pictures
Used by the U.S. Justice Department to perform fingerprint analysis
Can be used in identifying people based on facial features
Can be used with robots to give these machines “sight”
Fundamentals of Information Systems, Fourth Edition

27. Natural Language Processing and Voice Recognition
Natural language processing: allows the computer to understand and react to statements and commands made in a “natural” language, such as English
Voice recognition involves converting sound waves into words
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28. Natural Language Processing and Voice Recognition (continued)
Dragon Systems’ Naturally Speaking 8 Essentials uses continuous voice recognition, or natural speech, allowing the user to speak to the computer at a normal pace without pausing between words. The spoken words are transcribed immediately onto the computer screen. (Source: Courtesy of Nuance Communications, Inc.)
Fundamentals of Information Systems, Fourth Edition

29. Learning Systems
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 requires feedback on the results of actions or decisions
Feedback is used to alter what the system will do in the future
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30. Neural Networks
Computer system that can simulate the functioning of a human brain
Ability to retrieve information even if some of the neural nodes fail
Fast modification of stored data as a result of new information
Ability to discover relationships and trends in large databases
Ability to solve complex problems for which all the information is not present
Fundamentals of Information Systems, Fourth Edition

31. Other Artificial Intelligence Applications
Genetic algorithm: an approach to solving large, 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
Fundamentals of Information Systems, Fourth Edition

32. An Overview of Expert Systems
Like human experts, computerized expert systems use heuristics, or rules of thumb, to arrive at conclusions or make suggestions
Used in many fields for a variety of tasks, such as:
Designing new products and systems
Developing innovative insurance products
Increasing the quality of healthcare
Determining credit limits for credit cards
Determining the best fertilizer mix to use on certain soils
Fundamentals of Information Systems, Fourth Edition

33. An Overview of Expert Systems (continued)
Research conducted in AI during the past two decades is resulting in expert systems that:
Explore new business possibilities
Increase overall profitability
Reduce costs
Provide superior service to customers and clients
Fundamentals of Information Systems, Fourth Edition

34. When to Use Expert Systems
Develop an expert system if it can do any of the following:
Provide a high potential payoff or significantly reduce downside risk
Capture and preserve irreplaceable human expertise
Solve a problem that is not easily solved using traditional programming techniques
Develop a system more consistent than human experts
Fundamentals of Information Systems, Fourth Edition

35. When to Use Expert Systems (continued)
Develop an expert system if it can do any of the following (continued):
Provide expertise needed at a number of locations at the same time or in a hostile environment that is dangerous to human health
Provide expertise that is expensive or rare
Develop a solution faster than human experts can
Provide expertise needed for training and development to share the wisdom and experience of human experts with a large number of people
Fundamentals of Information Systems, Fourth Edition

36. Components of Expert Systems
Figure 7.8: Components of an Expert System
Fundamentals of Information Systems, Fourth Edition

37. Components of Expert Systems (continued)
Knowledge base: component of an expert system that stores all relevant information, data, rules, cases, and relationships used by the expert system
Some tools and techniques for creating a knowledge base are:
Assembling human experts
Using fuzzy logic: shades of gray; “fuzzy sets”
Using rules: IF-THEN statements
Using cases: modifying solutions to cases in knowledge base
Fundamentals of Information Systems, Fourth Edition

38. Components of Expert Systems (continued)
Figure 7.10: Rules for a Credit Application
Fundamentals of Information Systems, Fourth Edition

39. The Inference Engine
Seeks information and relationships from the knowledge base and provides answers, predictions, and suggestions the way a human expert would
Backward chaining
Starting with conclusions and working backward to supporting facts
Forward chaining
Starting with facts and working forward to solutions
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40. The Explanation Facility
Allows a user or decision maker to understand how the expert system arrived at certain conclusions or results
Example: allow a doctor to determine the logic or rationale of the diagnosis made by a medical expert system
Fundamentals of Information Systems, Fourth Edition

41. The Knowledge Acquisition Facility
Provides convenient and efficient means of capturing and storing all the components of the knowledge base
Acts as an interface between experts and the knowledge base
Acquisition can be manual or a mixture of manual and automated
Knowledge base must be validated and updated frequently
Fundamentals of Information Systems, Fourth Edition

42. The Knowledge Acquisition Facility (continued)
Figure 7.11: Knowledge Acquisition Facility
Fundamentals of Information Systems, Fourth Edition

43. The User Interface
Specialized user interface software is employed for designing, creating, updating, and using expert systems
Main purpose of the user interface is to make the development and use of an expert system easier for users and decision makers
Fundamentals of Information Systems, Fourth Edition

44. Expert Systems Development
Figure 7.12: Steps in the Expert System Development Process
Fundamentals of Information Systems, Fourth Edition

45. Participants in Developing and Using Expert Systems
Domain expert: individual or group who has the expertise or knowledge one is trying to capture in the expert system
Knowledge engineer: individual who has training or experience in the design, development, implementation, and maintenance of an expert system
Knowledge user: individual or group who uses and benefits from the expert system
Fundamentals of Information Systems, Fourth Edition

46. Participants in Developing and Using Expert Systems (continued)
Figure 7.13: Participants in Expert Systems Development and Use
Fundamentals of Information Systems, Fourth Edition

47. Expert Systems Development Tools and Techniques
Traditional programming languages
Special programming languages
LISP, PROLOG
Expert system shells
Expert system shell is a collection of software packages and tools used to design, develop, implement, and maintain expert systems
Off-the-shelf expert system shells
Fundamentals of Information Systems, Fourth Edition

48. Expert Systems Development Tools and Techniques (continued)
Figure 7.14: Expert Systems Development
Fundamentals of Information Systems, Fourth Edition

49. Applications of Expert Systems and Artificial Intelligence
Credit granting and loan analysis
Stock picking
Catching cheats and terrorists
Gambling casinos
Budgeting
Prototype testing programs
Games
Crossword puzzles
Fundamentals of Information Systems, Fourth Edition

50. Applications of Expert System and Artificial Intelligence (continued)
Information management and retrieval
Uses bots
AI and expert systems embedded in products
Antilock braking system, television
Plant layout and manufacturing
Hospitals and medical facilities
Probability of contracting diseases, lab analysis, home diagnosis, appointment scheduling
Help desks and assistance
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51. Applications of Expert System and Artificial Intelligence (continued)
Employee performance evaluation
Virus detection
Uses neural network technology
Repair and maintenance
Telephone networks, aerospace equipment
Shipping and marketing
Warehouse optimization
Restocking, location
Fundamentals of Information Systems, Fourth Edition

52. Virtual Reality
Virtual reality system: enables one or more users to move and react in a computer-simulated environment
Immersive virtual reality: user becomes fully immersed in an artificial, three-dimensional world that is completely generated by a computer
Fundamentals of Information Systems, Fourth Edition

53. Interface Devices Head-mounted display (HMD) CAVE Haptic interface
Screens directed at each eye; position tracker
CAVE
Provides illusion of immersion through projection of stereo images on floors and walls
Haptic interface
Relays sense of touch and other physical sensations
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54. Interface Devices (continued)
Military personnel train in an immersive CAVE system
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55. Forms of Virtual Reality
Immersive virtual reality
Mouse-controlled navigation through a three-dimensional environment on a graphics monitor
Stereo viewing from the monitor via stereo glasses
Stereo projection systems
Telepresence systems
Fundamentals of Information Systems, Fourth Edition

56. Virtual Reality Applications
Experimental “gesture technology”: may have military applications
Medicine: anxiety disorders, pain reduction
Education and training: anatomy, history, military training
Real estate marketing and tourism: virtual walkthroughs
Entertainment: CGI movies and games
Fundamentals of Information Systems, Fourth Edition

57. Other Specialized Systems
Segway: electric scooter
Computer pens
Special-purpose devices that help detect crime
Radio-frequency identification (RFID) tags
Systems used by the military: 3-D holograms
Fundamentals of Information Systems, Fourth Edition

58. Other Specialized Systems (continued)
Game theory: uses information systems to develop competitive strategies
Informatics: combines traditional fields with technology
Radio transceivers
Microsoft’s Smart Personal Objects Technology (SPOT): allows small devices to transmit data over the air
Special-purpose bar codes
Fundamentals of Information Systems, Fourth Edition

59. Summary
Knowledge management system (KMS): organized collection of people, procedures, software, databases and devices used to create, store, share, and use the organization’s knowledge and experience
Communities of practice (COP): group of people dedicated to a common discipline or practice, such as open-source software, auditing, medicine, or engineering
Fundamentals of Information Systems, Fourth Edition

60. Summary (continued)
Artificial intelligence (AI): ability of computers to mimic or duplicate the functions of the human brain
Artificial intelligence systems: people, procedures, hardware, software, data, and knowledge needed to develop computer systems and machines that demonstrate the characteristics of intelligence
Expert system: hardware and software that stores knowledge and makes inferences, similar to a human expert
Fundamentals of Information Systems, Fourth Edition

61. Summary (continued)
Robotics: mechanical or computer devices that perform tasks requiring a high degree of precision or that are tedious or hazardous for humans
Vision systems: hardware and software that permit computers to capture, store, and manipulate visual images and pictures
Natural language processing: allows the computer to understand and react to statements and commands made in a “natural” language, such as English
Fundamentals of Information Systems, Fourth Edition

62. Summary (continued)
Learning systems: combination of software and hardware that allows the computer to change how it functions or reacts to situations based on feedback it receives
Neural network: computer system that can simulate the functioning of a human brain
Virtual reality system: enables one or more users to move and react in a computer-simulated environment
Fundamentals of Information Systems, Fourth Edition