Developing and Deploying Knowledge on a Global Scale

To enhance the quality and consistency of its customer- support organization, Reuters embarked on a global knowledge development and reuse project. 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. This project is the first to address issues in multicountry knowledge development and maintenance and multicountry knowledge deployment.