How can technical advice on operating experience feedback be managed efficiently in an organization that has never used knowledge engineering techniques and methods? This article explains how an industrial company in the nuclear and defense sectors adopted such an approach, adapted to its "TA KM" organizational context and falls within the ISO30401 framework, to build a complete system with a "SARBACANES" application to support its business processes and perpetuate its know-how and expertise in a knowledge base. Over and above the classic transfer of knowledge between experts and business specialists, SARBACANES also reveals the ability of this type of engineering to deliver multi-functional operation. Modeling was accelerated by the use of a tool adapted to this type of operation: the Ardans Knowledge Maker platform.

We follow knowledge engineering techniques and observe the expert when he analyses a social discussion forum. Then a number of models are defined. These models emphasises the process followed by the expert and a number of criteria used in his analysis. Results can be used as guides that help to understand and annotate discussion forum. We aim at modelling other pragmatics analysis in order to complete the base of guides; criteria, process, etc. of discussion analysis KEYWORDS: