Promoting Best Practice Sharing within Organizations

Angelo Di Iorio and Davide Rossi

Department of Computer Science and Engineering, University of Bologna, Bologna, Italy

Keywords:

Web Automation, Semantic Wikis, Organizational Best Practices.

Abstract:

In recent years we are witnessing the wide adoption of Web 2.0’s social software tools (blogs, microblogs,

wiki, forums, shared calendars, etc.) within organizations complementing (or even replacing) existing enter-

prise applications. This trend is justiﬁed by the improved immediacy with which information can ﬂow among

the members of the organization and by a better support of agile, emergent cooperation models that re-shape

the practices and the processes within organizations, allowing their continuous reﬁnement and alignment with

the organizations’ missions and evolving know-how. One of the problems that arise in this new scenario is that

as more and more practices and processes include interactions with several tools, often not controlled by the

organization itself, it becomes more difﬁcult to manage the knowledge they embody. In this paper we present

an approach to mitigate this problem that plays nicely with the enhanced participation mechanisms triggered

by social software. Our proposal revolves around the use of semantic wiki technologies as knowledge man-

agement tools; speciﬁcally we focus on dealing with practice and process-related knowledge, emerging from

users interactions with Web 2.0 applications, and how this knowledge can effectively be represented, shared

and made persistent.

1 INTRODUCTION

In recent years we are witnessing a trend that sees

Web 2.0-based social software tools complement

(or even replace) enterprise applications within the

IT landscape of several organizations. This phe-

nomenon, often referred to as Enteprise 2.0 (McAfee,

2006), has seen a steady growth and the use of so-

cial software tools is part of the everyday experience

of many not just for personal interest but to carry out

work-related activities as well.

The integration of social software tools within the

enterprise can follow two distinct paths. The ﬁrst path

leads to installing and managing speciﬁc tools within

the organization. For example a wiki and a shared

calendar are installed in the enterprise’s servers and

are accessed as web applications. The second path

leads to the adoption of tools managed by external or-

ganizations using a Software as a Service (Saas) pro-

visioning model. This is the case when, for exam-

ple, Twitter

and Google Calendar

are used rou-

tinely to coordinate the work among members of the

organization. Both solutions present distinct advan-

tages and disadvantages but the Saas-based one opens

new issues to deal with. Among these we can list: se-

curity, privacy, control of information, processes and

practices-related knowledge. In this paper we focus

on this latter issue. The ability to represent, share and

reason on this kind of knowledge is of particular rel-

evance within organizations. As per the knowledge

management (KM) discipline organizations’ knowl-

edge is embodied in persons, practices and processes;

not having control on processes and practices-related

knowledge means ignoring most of the know-how

that supposedly constitutes the main competitive ad-

vantage of an enterprise. This problem pre-dates the

advent of Enterprise 2.0 but is severely ampliﬁed by

it: social software is a strong driver for emergent coor-

dination, it improves people participation and pushes

them to re-shape the practices and the processes,

allowing their continuous reﬁnement and alignment

with their missions and evolving know-how. In this

agile environment, mostly when knowledge-workers

are involved, structured processes show their limits

and evolve into less well-deﬁned entities that we call

organizational best practices. If, on top of that, these

practices include interactions with lots of different IT

tools not managed by the organization, it is clear that

capturing this evolving knowledge is not a trivial task.

In this paper we propose a method and a platform

to describe and share organizational best practices and

the knowledge they embody. The method we propose

375

Di Iorio A. and Rossi D..

Promoting Best Practice Sharing within Organizations.

DOI: 10.5220/0004371403750380

In Proceedings of the 9th International Conference on Web Information Systems and Technologies (WEBIST-2013), pages 375-380

ISBN: 978-989-8565-54-9

 2013 SCITEPRESS (Science and Technology Publications, Lda.)

revolves around the use of a classic Enterprise 2.0

tool: wikis; this allows us to use social software to

deal with social software-related knowledge, easing

the integration of our method with the IT landscape

it is meant for. In order to allow a more structured

representation of this knowledge and ease searching

and automated reasoning we decided to use semantic

wikis. Other research works exist that make use of se-

mantic wikis to manage process-related knowledge (a

brief state of the art is presented in section 2) but the

nature of structured processes is quite different from

that of organizational best practices so these works are

not directly applicable to the context we are focusing

on; also: we explicitly limit our method to practices

enacted by using social software tools or, more gener-

ically, Web 2.0 applications. The platform we present,

that can be used to enact our method, is based on Se-

mantic Media Wiki (SMW) (Kr

otzsch et al., 2006)

and on a web browser extension, WikiRecPlay, used

to ease the creation of the process-related knowledge

and to recommend available best practices to the users

depending on their navigation context.

It should be noted that, while the main focus of

the paper is on enterprise environments, most of the

concept we are going to develop are applicable to any

structured organization and, with some distinctions,

to generic communities as well.

This paper is structured as follows: in section 2

we present a survey on how (semantic) wikis are used

to represent enterprise knowledge. In section 3 we in-

troduce our model, how we represent organizational

best practices and how we use semantic wikis to or-

ganize and share the related knowledge. Section 4 is

about the platform we implemented and its two main

components: a semantic wiki and a web browser ex-

tension. Conclusions are sketched out in section 5.

2 ENTERPRISE, WIKIS AND

KNOWLEDGE MANAGEMENT

After their explosion in educational and public set-

tings, wikis are increasingly used to create, reﬁne

and share knowledge within enterprises as well. In

(Majchrzak et al., 2006) authors surveyed 168 cor-

porate wikis, proving that these tools are sustainable

even in long-term projects, a result conﬁrmed also by

the analysis of (Kussmaul and Jack, 2009); in (Voigt

et al., 2011) authors discuss issues and beneﬁts of the

adoption of wikis for small and medium-sized enter-

prises (SME) too.

Nonetheless, the unstructured nature of wikis is

still an obstacle to the full automatic processing of

knowledge. Semantic wikis, such as Semantic Media

Wiki, have been introduced to overcome such limita-

tions: even if not yet widespread within enterprises,

they have great potentialities in this context too.

Basically, a semantic wiki is a wiki system en-

abling users to write collaboratively semantic data

about a given domain. Wiki pages, in fact, map con-

cepts of the domain and usually are composed of both

unstructured text and formal assertions, that can be

exploited by reasoners and semantic query engines.

The interesting point for our discussion is that se-

mantic wikis can be used for enterprise modeling too.

Moki (Ghidini et al., 2009) is one of the most relevant

projects in this area. It is a wiki-based environment

designed to let users with different skills working to-

gether and create a sound enterprise model. Different

MoKi users can access and create content at different

degrees of formality, according to their competencies.

MoKi is based on Semantic MediaWiki. It associates

one wiki page to each (simple or complex) element

of the model. The page contains both an informal

description of the element in natural language and a

formally structured part, with assertions about that el-

ement and relationships with other elements.

KnowWE (Baumeister et al., 2007) is another in-

teresting knowledge engineering tool, designed for

supporting decision-making. Basically, it is a seman-

tic wiki that is further extended to parse additional

markup and to process problem-solving instructions.

The system, in fact, includes interfaces for expressing

rules, decision-trees and fault models and an engine

that parses those instructions and automatically eval-

uates solutions.

An application of semantic wikis particularly rele-

vant for this work is the modelling of (enterprise) pro-

cesses. The most relevant proposals were surveyed in

(Dengler et al., 2011). In (Hussain et al., 2009) au-

thors proposed a wiki-aided process to create business

process speciﬁcations. They basically extended the

MediaWiki syntax to allow users (business domain

experts) to describe the requirements of a system in a

semi-structured natural language, that can be exported

into RDF and BPEL.

Wikiing Pro (Dengler and Vrande

c, 2011) and

BP-MoKi (Francescomarino et al., 2011) integrates

Semantic MediaWiki with Oryx

, a graphical editor

that users can exploit to build the model. In particular,

BP-MoKi is a customization of MoKi that also sup-

ports constraints deﬁnition and validation (through an

external validator).

http://code.google.com/p/oryx-editor/

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376

3 CAPTURING AND SHARING

ORGANIZATIONAL BEST

PRACTICES

The main goal of the research we present in this pa-

per is to investigate how to support enterprises in col-

lecting, persisting and sharing knowledge about best-

practices and processes that users carry on by inter-

acting with social software tools.

Considering the successful experiences presented

in the previous section, wikis are good candidates for

these tasks but a challenging issue needs to be faced:

how to model and capture such know-how. In fact,

the dynamic and non-predictable ﬂow of information

characterizing organizational best practices makes it

impossible to use structured, prescriptive approaches.

In most cases, in fact, users reﬁne their activities in-

crementally and improve the process at each itera-

tion but the global process is not encoded anywhere.

The visibility of each user is “local” but the interplay

of their activities generates distributed and emergent

processes. Our goal is to capture this kind of interac-

tions as well as their related knowledge.

We are seeking a more ﬂexible approach that, on

the one hand, is able to capture such knowledge and

to make it representable, documented and processable

and, on the other, it is not difﬁcult to be deployed

to the ﬁnal users. Our solution basically consists in

capturing interaction paths with social software by di-

rectly monitoring browser’s activities and using a se-

mantic wiki as back-end to store, organize, search and

share such know-how. In order to present it, we dis-

cuss separately how to (1) model, (2) share and persist

and (3) search/recommend such know-how.

1 - Processes as Event-based Parametric Synchro-

nizable Interaction Sequences. in order to embrace

a broader deﬁnition of process that is also able to cap-

ture organizational best-practices as described so far,

we model them as the interplay of sequences of ac-

tivities carried out by single actors. These activities

take the form of interactions with web applications,

sequences composed by (parametric) interaction steps

and synchronization steps.

Each interaction step is associated to an event oc-

curring on a web page. Clicking on a link, ﬁlling

a form, selecting a menu option, copying&pasting a

piece of content, refreshing an iframe are only a few

examples of such events.

The fact that interaction steps can be parametric

is another very important aspect. It is useful, in fact,

not only that sequences are repeatable (so that can be

shared within the enterprise) but also that users can

repeat them with different input values.

Finally, synchronization steps are used in order

to model cooperation and distributed activities. This

means that interaction sequences can be suspended

until a given event occurs, or another step is com-

pleted (even belonging to another process) or a time-

out expires.

Consider, for instance, a wiki page describing the

requirements of a project that, in order to be approved,

need to be checked by three different people in a team.

The approval process can be implemented by using a

page associated to the requirements’ one and by re-

quiring reviewers to publish reviews as distinct sec-

tions of that page. The sequence for the approval pro-

cess includes a step that halts the sequence waiting

for the three reviews to be posted. Each reviewer will

then follow his/her own process to ﬁll the proper sec-

tion in the review page. When all sections will be

ﬁlled, the synchronization step will resume and the

main sequence can be resumed.

A detailed discussion of this coordination model

is out of the scope of this paper, but can be found in

(Rossi, 2012). It should be clear, however, how so-

phisticated interplay among activities can be modeled

easily with this approach.

2 - Using Wikis to Share and Persist Sequences. af-

ter making explicit the best practices-related knowl-

edge, we need to persist it and make it promptly

accessible. The easy way in which users can read

and write content, the sophisticated surﬁng capabil-

ities (backlinks, indexes, recent changes and special

pages) and the versioning/tracking features pointed us

to wikis, supported by the promising results of previ-

ous research in this ﬁeld. We propose to store each

sequence in a wiki page following syntactical guide-

lines to write information about each step, its associ-

ated event and its execution. From a technical point

of view, this is not an issue.

A relevant feature of our proposal is the possi-

bility of intermixing structured descriptions of se-

quences with text, allowing users to enrich pages with

contextual information that others can exploit to bet-

ter understand and share knowledge. This, however,

opens challenging issues with respect to the coexis-

tence of structured and semi-structured information.

Since wiki pages can be freely edited, in fact, users

could ‘corrupt’ the descriptions of sequences mak-

ing them not in line with their textual counterparts.

Apart from non-technical considerations (i.e. wikis

are meant to be writable and their open editing model

is a strength instead of a risk, leveraging on the com-

munity enthusiasm and skills), researchers have pro-

posed different solutions to mitigate this issue such

as using templates, automatically generating forms

and implementing validation post-processors. For in-

PromotingBestPracticeSharingwithinOrganizations

377

stance, Light-Constraints wiki is a framework to deal

with constraints and validation rules on wiki content,

that does not alter the wiki open editing philosophy

(Di Iorio and Zacchiroli, 2006). It basically consists

of encoding constraints as validator functions that can

be associated to pages and used to check whether the

constraints have been respected, when viewing or sav-

ing those pages. While it would still be possible for

users to de-synchronize the formal representation of a

sequence with its textual (and graphical) description,

the use of validators should prevent this from happen-

ing in most cases.

3 - Searching and Recommending on Semantic

Wikis. Semantic wikis have pushed forward the

potentialities offered by wikis such as text-based

searchers, recent changes lists, backlinks, indexes,

and so on. They enable users to write collaboratively

semantic data about a given domain. Wiki pages, in

fact, intermix unstructured text and formal assertions,

that users can write quite easily by exploiting ad hoc

interfaces and/or natural-language syntaxes. These

assertions can be exploited by reasoners and seman-

tic query engines, and provide a rich knowledge base

to the ﬁnal users. Our framework relies on a seman-

tic wiki and users are allowed to annotate wiki pages:

by annotating pages associated to sequences, they en-

rich sequences with a network of information that can

used as basis for knowledge representation and diffu-

sion. Semantic descriptions of sequences can be ex-

ploited to search sequences related to the current one,

to search sequences of a given author, to mine data on

sequences and so on. Sophisticated recommendation

tools can be built on top of such information. The list

of semantic properties that can be set on a sequence

is completely open. Users might decide to charac-

terize them by their scope, by their application do-

main, by their reliability, stability and so on. Some of

these properties can also be generated automatically,

derived from the information about versions and page

history (i.e. frequency of modiﬁcations, size of modi-

ﬁcations, authorship, etc.) and integrated in the over-

all knowledge-base. The interesting point is that the

community of users could agree on a set of proper-

ties useful for characterizing sequences, supported by

the open editing model of wikis, and reﬁne that set

incrementally. Finally, note that semantic data could

also be integrated with other information collected on

wiki pages, in order to build a richer knowledge-base.

Some wiki modules, for instance, allow users to rate

pages (that can be useful to measure the popularity of

sequences), or to manage users’ proﬁles (that can be

useful to measure the reputation of an author) or to tag

pages (useful to create a folksonomic characterization

of sequences).

4 A PLATFORM TO SUPPORT

ORGANIZATIONAL BEST

PRACTICES

Here we present a software platform able to sup-

port the approach described in the previous section;

this platform includes two main components: a se-

mantic wiki, and a web browser extension. In our

current implementation of the platform we are us-

ing Semantic Media Wiki and WikiRecPlay respec-

tively. SMW provides support for sharing interaction

sequences (each sequence is represented in a separate

wiki page), for making them persistent and for search-

ing them; WikiRecPlay provides support for recom-

mending potentially relevant sequences to the users

from those stored in the wiki, for extracting sequences

from users browsing sessions and for automated re-

play of sequences available in the wiki.

The page describing a sequence contains all the

details needed to acquire the knowledge about how

to replay the sequence and describes each interaction

and synchronization steps that it includes. Speciﬁ-

cally, the wiki page contains both a human-readable

and a machine-processable representation of the se-

quence. The human-readable representation contains

all the details about the elements of the web page

shown to the users that they have to interact with

(form ﬁelds to be ﬁlled, buttons to be clicked and so

on) and how the browser contents changes in relation

to these interactions. The machine-processable rep-

resentation is used to formally describe all the details

of a sequence; it is included both for semantic dis-

ambiguation purposes as well as a potential input to

automatically replay the sequence.

Consistently producing sequence pages can be

perceived as a daunting task for most users (and prob-

ably it is), this is why WikiRecPlay can be used to

automate it. WikiRecPlay is a web browser extension

(currently available for Firefox) that (among other

things) records the interaction of the users with the

web page they are visiting. At any point in time users

can review their browsing session and decide that a

certain sub-session constitutes a sequence. They can

then mark the ﬁrst and the last step, the data ﬁelds that

have to be considered parametric and insert synchro-

nization steps where needed (these are the steps that

pause the reply of a sequence until a given event oc-

curs). Basic semantic metadata can be speciﬁed at this

point; further semantic information can be entered

later by directly editing the corresponding page in the

wiki. It is also possible to mark which step descrip-

tion has to contain a screenshot of the web page that is

shown when the step has to be executed. Once this is

done the sequence can be automatically uploaded to

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the wiki (using wiki APIs), creating a new wiki page

that is structured in the correct way, this page also

contains all the automatically generated screenshots

for all the steps and includes the relevant semantic

meta-data. The wiki page also includes a machine-

processable description of the steps. This description

can be replayed by WikiRecPlay on the behalf of the

user (who is in charge to eventually deﬁne the actual

values to be used for parametric ﬁelds). The page thus

created is automatically opened in a new tab in the

browser and users can edit it in order to add context,

comments, links and so on. The same applies to other

users that, once created, can make the information on

the page evolve. This can foster collaboration around

sequences and motivate users to use and reﬁne them

in a mutual loop that leverage the circulation of such

enterprise know-how.

Figure 1 depicts a page of the wiki representing

a sequence. The sequence is part of a practice re-

lated to the approval of a document used for inter-

nal documentation purposes. In this practice a user

assuming the role of editor assigns reviews tasks to

other members of the organization. When the reviews

are completed, if they are positive, the document is

accepted and a tweet is produced on Twitter (which

could trigger other practices related to the manage-

ment of the document). The ﬁgure shows the screen-

shot of the wiki page, used to describe the sequence in

both machine-readable and human-readable format.

It shows semantic properties as a factbox in the bot-

tom part and, in the body, contains three screenshots

corresponding to the three main steps of the sequence

(one of which is external, performed on Twitter).

Figure 2 shows a dialog of WikiRecPlay, the web

browser extension used to extract sequences from the

user surﬁng session. Once the sequence has been de-

ﬁned it is automatically uploaded as a new page into

the wiki. The created page is then opened in a new

browser tab and can be further reﬁned.

Another relevant feature of WikiRecPlay is the in-

tegrated recommender module that, by analyzing the

data stored in the wiki, it is able to suggest available

sequences that can be of interested to the user. We

think that this could easily become the more appar-

ent feature, with respect to the point of view of the

end user, of the whole system. The current imple-

mentation is far from reﬁned and just uses the cur-

rent URL to search for sequences that start from the

same location and present them to the users sorted by

their score. We are planning to leverage the semantic

knowledge and information extracted by mining us-

age data patterns to dramatically improve the existing

recommender module.

The success of the approach we presented (as with

Figure 1: A sequence in the wiki.

Figure 2: Recording a sequence with WikiRecPlay.

most wiki-based environments) depends tightly from

the ability to assure users buy-in. In this speciﬁc con-

text this means: how to make users contribute to the

wiki and store sequences into wiki pages? The prob-

lem is complex and still open: working on users’ mo-

tivations, pushing the culture of collaboration, provid-

ing users simpliﬁed authoring tools are all pieces of

the solution. In our speciﬁc case the relatively com-

plex structure of a page representing a sequence could

be an additional limiting factor. Two of the function-

alities provided by WikiRecPlay are, as a matter of

fact, not mandated by the approach presented in the

previous section but are, rather, dictated by our desire

to solve the user buy-in problem: these are (i) the abil-

ity to automate sequence replaying and (ii) the sup-

port to create sequence pages from actual web surﬁng

sessions: (i) provides a direct reward to users when

they share a sequence in the wiki in which the se-

quence, once stored in the wiki, becomes playable;

(ii) eases the authoring tasks lowering a classic entry

barrier that usually affect wiki-based solutions.

5 CONCLUSIONS

Other web browser extensions that are able to record

and reply the interactions of a single user with a web

PromotingBestPracticeSharingwithinOrganizations

379

application have been presented in the past, the most

notable one being CoScripter(Leshed et al., 2008).

While also CoScripter makes use of social software

tools to share the interaction sequences, the similari-

ties between the two approaches end there. In our ap-

proach a best practice is not determined by the inter-

action of a single actor with a web application but it is

(possibly) the result of the interplay between several

actors’ interactions. We also have a more reﬁned way

to semantically enrich the information related to the

best practices and we provide a more general knowl-

edge framework of which what we presented is just a

part.

The maturity of the project is another difference

between CoScripter and our work. We have not tested

yet our proof-of-concept implementation with a large

community, while CoScripter has been successfully

adopted by thousands and thousands of users. A full

evaluation of our approach cannot prescind from such

a real-world analysis. Thus, this will be the next step

of our research. We are planning to deploy our solu-

tion in an enterprise context; at the same time we plan

to open the access to the software tools to the broad

public in order to create other feedback channels.

Interesting results could be also obtained by mon-

itoring users’ interactions with the social software

tools and with WikiRecPlay we can collect a signif-

icant amount of data that can be mined in order to ex-

tract further knowledge. These and other interesting

research ideas - such as improving the recommender

system, integrating proﬁles and sophisticated visual-

izations processes embodied by sequences - can en-

rich the approach we proposed in this paper.

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