Developing and Deploying Knowledge on a Global Scale

Reuters is a worldwide company focused on supplying financial and news information to its more than 40,000 subscribers around the world. To enhance the quality and consistency of its customer-support organization, Reuters embarked on a global knowledge development and reuse project. The resulting system is in operational use in North America, Europe, and Asia. The system supports 38 Reuter products worldwide. This article presents a case study of Reuter experience in putting a global knowledge organization in place, building knowledge bases at multiple distributed sites, deploying these knowledge bases in multiple sites around the world, and maintaining and enhancing knowledge bases within a global organizational framework.