Expert Location at a Chemical Research Site

Management summary In 1998-99, an Expert Locator system was designed and built at DSM-Gist, commissioned by the DSP (downstream processing) platform. In order to get some insight in the users' perception of the system, a series of interviews was conducted 15 months after the system became operational. This Expert Locator is a simple kind of knowledge management system. Users enter their areas of expertise into the system and can query the system for other users with a particular expertise. In addition, it offers a platform for discussion. Knowledge management systems have a low success rate, and the fact that the system is well established and still in use one and a half year after it became operational is a success per se. Yet the position of the system is somewhat fragile, as it has not established itself as an indispensable part of the information structure at DSM-Gist. If the system is to survive, it should be used in DSM-Gist on a larger scale and a few technical adaptations are needed. Whether it is the best solution to enhance the profile of this system or to replace it by other expertise location functionality is beyond the scope of this report. Yet DSM is well advised to review its strategy about expertise location. The insights gained by using the Expert Locator for an extended period could be a valuable asset for defining such a strategy.