Closing the Knowledge Gap: A Case Study – How Cisco Unlocks Communications by Tony Frazier, Director of Product Management, Cisco Systems and David Fishman, Marketing, Lucid Imagination.
A bit dated (2010) but I think you will find this interesting reading.
A couple of snippets to tempt you into reading the full post:
Consider this: you’re looking for information and immediately search the documents at your disposal to find the answer. Are you the first person who conducted this search? If you are in a reasonably large organization, given the scope and mix of electronic communications today, there could be more than 10 other employees looking for the same answer. Unearthing documents, one employee at a time, may not be the best way of tapping into that collective intellect and maximizing resources across an organization. Wouldn’t it make more sense to tap into existing discussions taking place across the network—over email, voice and increasingly video communications?
and,
Cisco’s approach to this project centered on vocabulary-based tagging and search. Every organization has the ability to define keywords for their personalized library. Cisco Pulse then tags a user’s activity, content and behavior in electronic communications to match the vocabulary, presenting valuable information that simplifies and accelerates knowledge sharing across an organization. Vocabulary-based tagging makes unlocking the relevant content of electronic communications safe and efficient.
Add a little vocabulary mapping with topic maps, toss and serve!