No, that's not 'federated' knowledge management, but rather 'federal' knowledge management. Knowledge Management - as a concept - definitely has its up and down days in industry, but is still alive and well and thriving as both a concept and practice within the U.S. federal government -- most notably in the Army Knowledge Online and Navy Knowledge Online services.
Today, in Government Computer News (GCN,) -- ATG pitches new app as federal knowledge management tool, Joab Jackson writes:
...Portal provider Art Technology Group Inc. is promoting its new customer service software as a tool for managing agency data in-house. "When you look at systems such as the Navy Knowledge Online or Army Knowledge Online, they have a pretty significant number of internal users," said Leslie David, a solutions architect who works in the Cambridge, Mass., company's government practice.
ATG yesterday introduced the initial version of its Adaptive Customer Assistance software. The Web application directs users to written answers from questions they enter into the app's search engine. If answers don't exist at present, the software alerts customer service representatives.
Although ATG is marketing this product to companies as a way to cut the costs of phone-based customer service, the company is also targeting government agencies. The app can provide more accurate information to internal employees and to workers at other agencies, David said. "Every agency has knowledge out there. Everyone is trying to figure out how to get the right information into the right people's hands," she said. "Up until now, AKO, NKO, even the Federal Aviation Administration have all been Web-enabling all their content. They are not targeting it toward anyone, just making it available. Now they need to organize and target."...
K-Collector Topics: Customer Service Knowledge Management Productivity Writing