Another Word For It Patrick Durusau on Topic Maps and Semantic Diversity

January 13, 2011

Infosomics

Filed under: Examples,Marketing,Topic Maps — Patrick Durusau @ 7:21 pm

Reading The Newsonomics of 2011 news metrics to watch I was reminded that topic maps lack a notion of infosomics.

That is a metric, any metric, to measure the benefit that a user derives from the use of a topic map.

I have heard lots of anecdotal stories but no hard numbers.

Consider the listing of search engines you will find at: Choose the Best Search for Your Information Need.

A useful listing and no doubt similar advice exists for search appliances, but none of which results in any hard numbers.

For example, say I am responsible for tech support for a particular software package. There is a collection of prior tech support requests with answers, manuals and other materials. Not to mention tech support staff who have general support training and training on this product in particular.

What I want to know is what measurable metrics, reduced length of support calls, lack of repeated calls from the same customer (same issue), higher customer satisfaction, I can expect from using a topic map?

The same sort of metrics that I haven’t seen (overlooked?) for any of the search appliances.

The best case scenario would be to have a vendor with multiple help desk operations that were basically equivalent and to set up one office with a topic map solution and the other office uses its current solution. Use automated monitoring to derive the metrics.

I prefer that sort of metric to “…someday we will all be one giant linked graph/topic map/insert your solution” type claims.

The latter being hard to evaluate in any meaningful way.

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