KnowledgeMail finds answers in the trash
E-mail systems highlight a unique problem information-based cultures have: information saturation. It's often the case that more than half the e-missives in a person's inbox are irrelevant to the recipient. Yet at the same time, it cannot be said that more than half the e-mails written are irrelevant. On the surface this may seem paradoxical, but the gap is caused by the problem of distribution. Put simply, getting the right information in the right person's hands at the right time is a difficult task.
As it stands today, e-mail systems contain a wealth of badly distributed information. For example, a message could hold the key for a salesperson to find product experts to be part of a proposal team for an upcoming show, but that salesperson never got it because the sender didn't think that person cared. Ideally, employees would be able to access every tidbit of information that ever passed through your system, whenever they wanted it and regardless of whom it was originally sent to.
We believe Tacit Knowledge Systems has come up with a very good solution with KnowledgeMaiil 2.0. This fascinating product mines e-mail messages and electronic documents for key phrases and concepts and then builds a searchable database. Users can learn which colleagues have similar interests or information required for specific projects. Additionally, the same database assists help desk agents and others target e-mail requests to those most likely to hold answers.
Further, KnowledgeMail would be a capable complement to Plumtree Software's Plumtree Corporate Portal and Lotus K-Station (with plug-ins for both systems) because knowledge management portals do a fine job of amassing information from other types of databases, but typically not from e-mail.
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