Knowledge Management and mediated communication : Traceability and Structure of professional emails
Université de technologie de Troyes
Even if intangible capital represents an increasingly important part of the value of our enterprises, it’s not always possible to store, trace or capture knowledge and expertise, for instance in middle sized projects. Email it still widely used in professional projects especially among geographically distributed teams. In this study we present a novel approach to detect zones inside business emails where elements of knowledge are likely to be found. We define an enhanced context taking into account not only the email content and metadata but also the competencies of the users and their roles. Also linguistic pragmatic analysis is added to usual natural language processing techniques. After describing our model and method KTR, we apply it to a real life corpus and evaluate the results based on machine learning, filtering and information retrieval algorithms.