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A Reference Architecture for Mobile Knowledge Management
Dirk Balfanz, Matthias Grimm, and Mohammad-Reza Tazari
(Zentrum für Graphische Datenverarbeitung e.V., Germany
{dirk.balfanz, matthias.grimm, saied.tazari}@zgdv.de)
Abstract: Although mobile knowledge management (mKM) is being perceived as an emerging R&D
field, its concepts and approaches are not well-established, as compared to the general field of
Knowledge Management (KM). In this paper, we try to establish a definition for mKM. Taking into
account building blocks of KM in enterprises and the abstract use cases of mKM systems, we
introduce a reference architecture for mKM systems as a basis for verifying and comparing concepts
and system architectures. Finally, we address the potential suitability of mKM as a prototype model for
mobile, situation-aware information processing in the field of Ambient Intelligence Environments.
Key Words: knowledge management, mobile computing, context awareness, ambient intelligence
1 Introduction
Over many years, research on mobile information systems concentrated heavily on technical issues
like device capabilities, media presentation, and communication networks, leaving human issues aside.
As a result, mobile networks and devices are very powerful today, but their acceptance in business
use is mostly limited to mobile telephoning and transmitting email over 3G networks like UMTS. Only
occasionally do the devices serve as personal information organizers.
Technical achievements like digital cameras in Smartphones and Bluetooth are only rarely used to
organize mobile work. Coherent and user-centric integration of these powerful technologies into work
processes is still lacking. Addressing this deficit, more recent research has focused on situational
assistance. Initial operative systems (Location Based Services) dealt mainly with the location aspect of
the user’s context. However, so far, the broader approach of general context awareness has yet to
make its way to the market of mobile work support.
Knowledge management, by contrast, has quite a history of verified concepts as to how to support the
user in his daily work and how to make knowledge-intensive work in particular more effective. The
user plays the central role and in order to assist him, one of the most important issues in KM systems
is the organization of information. But the well-established KM approaches are lacking an elaborated
approach to focus in particular on mobile work, assisted with modern mobile IT.
We, therefore, chose the KM user-centered approach to the implementation of mobile information
systems and found a promising approach in the interdisciplinary combination of KM and mobile
computing to overcome the shortcomings of both areas. A recently emerging notion in this area is
Mobile Knowledge Management, sometimes referred to as mKM.
This research field tries to combine the specific strengths of both areas by
1. extending knowledge management systems by the anytime, anywhere information access
metaphor and making KM functionality available on ultra portable devices using mobile
connectivity, and
2. extending mobile computing to a user-centered discipline that supports the user actively in
mobile, knowledge-intensive working environments.
In our opinion, the merging of both disciplines in such a joint effort can accomplish two goals, that of
making knowledge management ubiquitous (i.e., moving away from the desktop) and that of making
mobile computing useful (i.e., focusing on the user and assisting him actively). So far, mobile
knowledge management systems (such as [Fagrell et al., 2000]) have been introduced as technical
Dagstuhl Seminar Proceedings 05181
Mobile Computing and Ambient Intelligence: The Challenge of Multimedia
http://drops.dagstuhl.de/opus/volltexte/2005/374
2
implementations of systems that are mainly capable of retrieving task-based or location-based
information on different mobile devices or device categories.
This paper tries to elaborate a holistic approach that identifies the basic functionalities for knowledge
management systems in mobile environments and proposes a reference model for such systems. This
model might help to compare different systems in their conceptual design and in the KM functionality
provided to their users. The model is generic enough to be used in different application domains, but is
specific enough to cover only use cases related to the knowledge management domain. In section 2,
we start out with an analysis of mobile work in general, and what role information plays in mobile
environments.
2 Mobile Knowledge Management
We strive for IT support facilitating knowledge registration, distribution, and usage in spatially
distributed business processes (in short: mobile work). When work is both knowledge-intensive (e.g.
associated with recording a great deal of new information to be shared with other people) and mobile
(i.e., outside the office, often without any pre-planned infrastructure [Kristoffersen et al., 1998]), the
acquisition and sharing of the organizational knowledge becomes challenging. These challenges
pertain to limitations with which mobile workers are confronted. Some of these limitations can be
classified as (cf. [Tazari et al., 2005] and [Kristoffersen et al., 1998])
• technical and infrastructure-conditional limitations of mobile devices and mobile connectivity,
• organizational limitations, such as distance to experts and corporate resources, and
• individual limitations concerning the cognitive load resulting from concurrent tasks, time
pressure, ad-hoc situations, distracting or “manipulated” environments under the strong
influence of the needs and desires of the customer.
Keeping these limitations in mind, we consider mKM at the definition level in this section and discuss
the IT-related concepts in section 3.
2.1 The Survey
Research into the state-of-the-art of mobile KM has shown that the term mobile KM is used more and
more often, although it is not yet very specific and well-defined. In many cases, it is understood as the
mobile access to established knowledge and document management systems with user interfaces
designed and adapted to small display sizes. This is in contrast to the rather general concept of
Knowledge Management, which addresses different areas of human, organizational and technical
issues.
Nonetheless, there are already some more detailed statements that address the mobility aspect more
specifically. Lehner et al, for instance, see the mobility of knowledge in conjunction with (the chance
for) mobile access to knowledge and information, the mobility of knowledge through the mobility of its
source (e.g. mobile expert), the mobility of knowledge through the mobility of its formation place, and
the change of the place in which knowledge-intensive processes take place [Lehner and Berger, 2002].
This definition, however, concentrates on “mobile knowledge” and disregards the management aspect.
Von Guretzky identifies in [von Guretzky, 2002] the relations between the enterprise and its customers,
employees, and business partners (such as suppliers) as an important issue in mKM from a
stakeholder perspective. In the first category, he suggests satisfying the knowledge needs of the
customers in ad-hoc situations by putting the accordingly prepared information on the portals of the
so-called knowledge brokers – basically, some sort of support for mobile access. For the internal
relation between the enterprise and its employees, von Guretzky sees the value of mKM in the
increased mobility and flexibility of the involved people and the economy of time and cost when
performing tasks. Because the relevant knowledge can be flexibly linked with the operative business
processes, mobile employees can make their decisions on-the-spot when visiting the customer and
record information directly at its point of creation. Finally, he believes that mKM can make for a fast
and cost-effective cross-enterprise connection of knowledge sources and drains [von Guretzky, 2002].
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Assuming that the focus of KM is “the steering of the organizational learning process according to
some normative, strategic, and operative knowledge goals” [Probst et al., 1999], we believe that
supplying subscribed customers with high-quality, up-to-date, and well-structured info about the
provided products and services surely lends itself to the strategic goal of enlarging the market share
(cp. [von Guretzky, 2002]), but it is not a knowledge goal of the enterprise. The technical goals of
providing mobile access to enterprise resources, however, have a common ground regarding the
enterprise relations, both with its mobile customers and with its mobile employees.
On the other hand, a cross-enterprise connection of knowledge sources and drains leading to a
certain level of resource sharing (e.g. sharing info resources and software services) is certainly a
knowledge goal when supporting mobile workers. But in the case of assisting mobile business
partners, such as mobile suppliers, an enterprise certainly follows some strategic goal, but no
knowledge goal. 1 The techniques to support cross-enterprise connections in mobile work will
contribute to the former case, though.
2.2 Our View
Obviously, there is a direct connection between mKM and technical progress in the field of Mobile
Computing, in areas such as mobile networks and mobile and personal devices. Hence, we do not
define mKM as an enhancement to the management discipline “knowledge management”. That is, for
us, the question is about the focus of mKM as a distinguished part of knowledge management in
organizations.
Our understanding of mobile KM has as its focus the seamless integration of mobile work into the
corporate knowledge management control loop, especially where knowledge is associated while
performing tasks, tasks necessitate out-of-office work, and tasks necessitate communication. Thereby,
the most important organizational knowledge goals specific to mobile work can often be classified as
(cf. [Tazari et al., 2005])
• facilitating the registration and sharing of insights without pushing the technique into the
foreground and distracting mobile workers from the actual work,
• exploiting available and accessible resources for optimized task handling, whether they are
remote (at home, in the office, or on the Web) or local (accompanying or at the customer’s
site), and as
• privacy-aware situational support for mobile workers, especially when confronted with ad-hoc
situations.
That is, mKM systems must not only provide mobile access to existing KM systems, but also
contribute to at least some of the above management goals. Taking a glance at the well-established
building blocks” (see Figure 1) of Knowledge Management [Probst et al., 1999], the dedicated areas of
mKM (as indicated with an exclamation mark in Figure 1, as well) can easily be outlined as to:
• knowledge preservation: e.g. on-site, mobile registration of new knowledge,
• knowledge sharing / distribution: e.g. ad-hoc distribution to co-workers and mobile
collaboration, and
• knowledge use: e.g. mobile accessibility of knowledge and situational assistance.
Typical use cases within these building blocks are:
• Knowledge Development:
to capture information, to author / register knowledge, to rank / evaluate knowledge, to
prepare knowledge for later mobile use
• Knowledge Sharing / Distribution:
to share knowledge, to perform mobile collaboration, to communicate
1 Von Guretzky rightly classifies mobile customer relationship management (m-CRM) and mobile enterprise resource planning
(m-ERP) in the category of relations between the enterprise and its mobile employees, which supports our assumption about
the substance of management goals in relation to customers and suppliers.
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• Knowledge Use:
to retrieve & present knowledge, to get situational assistance, to post-process (report) the
captured knowledge
Bold elements relate to those use cases, whose support with mobile IT in mKM we consider
mandatory. Others might be optional in different usage domains or cover important non-mobile phases
in knowledge work, e.g. work preparation and post-processing.
feedback
knowledge goals
knowledge
identification
knowledge
measurement
knowledge
preservation
knowledge
development knowledge
distribution/sharing
knowledge
acquisition knowledge
use
operative components
!
!
!
Figure 1: building blocks of Knowledge Management [Probst et al., 1999]
2.3 Prerequisites: Context Awareness and Media Management
Considering the above-mentioned knowledge goals and use cases in mobile knowledge work, a
prerequisite for fulfilling them is context awareness (see also [Tazari et al., 2005]). By context, we
mean the user context in terms of all the temporal, personal, organizational, environmental, and even
global conditions surrounding the user. This is the situational view to the context as it is investigated in
Mobile Computing, Ubiquitous/Pervasive Computing as well as Ambient Intelligence. We believe that
the user context is a excellent supplement to the idea of usage context, which is normally related to
the resources that are known to be in use, such as open files and running programs, and the
informational context resulting from the relationships among information items.
While analyzing and exploiting the user’s context in the office environment is very difficult, mobile
knowledge management seems to be a promising research area. One of the major characteristics
within mobile environments is the change of the user’s location and thus, the change of the location-
related context, because mobile work is inherently correlated to its location2. If, for instance, the user is
a member of the sales force and meets a customer, s/he will most likely want to deal with information
concerning the customer. A construction manager who meets a contractor at a specific place on-site
most likely wants to delegate or communicate issues relating to that specific place and to the specific
role of that contractor. A very interesting conclusion of these considerations is the inverse case, when
mobile workers try to document their insights, the user context can be utilized as automatic metadata
to annotate the registered information and bring it into context.
Thus, when capturing information, the mobile context (creation context) might be captured, as well,
and can be used to structure / augment the captured media: context metadata is added; relations
between different (new and pre-existing) media elements, tasks and events are established. In the
2 As stated in [Kristoffersen et al., 1998], “Mobile work comes into play only when work cannot be conducted locally, in other
words, the complete context for the task cannot be established before one is ‘on location’.”
5
case of retrieval the usage context is exploited to filter the context-augmented information for usage
relevance.
Media management is of specific interest in mobile KM, as particularly in mobile situations, a diversity
of media is captured, due to the simple physical constraints. As opposed to office work, it is much
easier to capture an image, record a voice note or draft a sketch than write down a descriptive text.
This holds true even if no IT is involved. Thus, well-established mobile business processes, such as,
for example, site inspections, suffer today (without specific IT support) from heterogeneous, location-
related sets of media, captured in different non-digital and digital formats (paper sketches, voice notes
on tape, digital images in cameras), which can hardly be consistently re-integrated into one descriptive
digital “information object” afterwards (see example in Figure 2).
Figure 2: example process site inspection
The most important goal of context-aware information processing in the above-mentioned sense is,
therefore, to support consistent media capturing and to enable situational media retrieval. For
knowledge acquisition, this does mean facilitation of the simultaneous capturing of media and their
interrelations in context, or their relations to other knowledge objects, respectively. In the case of
knowledge retrieval, the current user and usage context is to be evaluated for extracting the relevant
interrelated information parts / media elements.
3 mKM Concepts and Reference Model
3.1 The Key Concept
As pointed out in section 2.3, the key concept of mobile KM is context-aware information processing.
This means that the system has certain knowledge about the user’s current situation while assisting
the user in the tasks he is performing with his portable computing device. This concept has also been
presented in existing approaches to non-mobile KM (see e.g. [Ludger van Elst, 2001], [Abecker et al.,
2000]). Thus, some of the most important features of Knowledge Management systems are to support
knowledge workers in the creation, capturing, organization, linking and searching of knowledge ([Maier,
2004]).
In a slight variation of the widespread understanding of knowledge being information in a specific
context, our operative understanding of knowledge for mKM is: information generated or needed
within the specific context of an action (here: working action) a person is performing or is going to
perform (Figure 3, left side).
With this task-oriented view on knowledge, the core building blocks of mKM can be arranged in a
cube-like form as given in Figure 3 (right side). It is referencing the three notions of context,
information and action in adjunct planes. The model is structured in different abstraction layers from
top to bottom, as well as in planes showing system use cases from front to back and planes that
illustrate different cases of context application from top to bottom.
Although having three planes, the cube is not meant to be a 3-dimensional space – the edges
represent the dependencies between knowledge action, information handling and situational
technologies; thus, “Concept Cube” is put in quotes.
The planes of the “Concept Cube”:
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1. System use cases (top): What operational support does an mKM system enable?
This plane references the “action” dimension. It describes the specific support a user of an mKM
system gets within his mobile knowledge work. The building blocks of this layer are based on the key
concepts elements: Context-Aware (CA) knowledge capturing and CA knowledge retrieval. These
elements incorporate aspects that focus on mobile computing technology like device-specific
presentation and sharing across different platforms.
2. Context awareness (right):
This plane models how context management is used to derive different action-specific contexts as
creation context or current context to finally form the situational assistance (situation management).
Whereas situation management is needed in the use case layer to enable situational assistance, the
action-specific contexts are used to inter-relate and semantically pre-structure information objects
(front). The context models combine aspects from KM (e.g. task, workflow, process) and mobile
computing (e.g. device, location, connectivity).
3. “Data layers” (front): How is information modeled as “information in context” to be usable within the
system use cases?
The combination of information and semantic description is crucial in every KM system and not
specific to, but indispensable in mobile KM. The squares that are modelled and instantiated in the
semantic layer refer to documents on the local machine, web pages on the Internet, and databases of
customer information, to name only a few possible sources. Using ontologies, these items can be
interrelated in a computer-understandable way, which is essential for a knowledge management
system. The circles represent situational elements, such as tasks, locations, or people, that are very
crucial to mobile knowledge management. The relations between situational elements and documents
specify in which situation information has been recorded, or at which location certain information is of
importance for the user.
Information Context
Action
Know-
ledge
Data oriented layers
Increasing semantics →
System usecases
Increasingsemantics→
ContextAwareness
Data oriented layers
Increasing semantics →
System usecases
Increasingsemantics→
ContextAwareness
Figure 3: mKM knowledge concept (left) and “Concept Cube” of mKM building blocks (right)
3.2 The Reference Architecture
Unfolding and detailing the “Concept Cube” with respect to the mKM use cases within section 2.2
leads finally to the mKM Reference Architecture as shown in Figure 3.
The shaded components in bold letters indicate the indispensable system elements (in reference to
the mandatory use cases): context / situation management with facilitation of different context types
for context-aware authoring and retrieval / presentation, and last, but not least, knowledge sharing. We
believe that for an active assistance in mobile work settings, systems must implement each of these
functional blocks and need a context and domain model, which must be adjusted from case to case.
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The components in italic letters refer to process steps, that are not mobile, preparation of knowledge
for mobile use, post-processing as knowledge evaluation and reporting), but very important in mobile
work processes, and helpful, but not necessarily indispensable mobile assistance functionality (mobile
collaboration on work-related information, situational assistance with situation-related information push
to the user). These components are not meant to be exhaustive and are added exemplarily. They take
into account the lessons learned in implementing a specific mKM solution within the area of mobile
Facility Management (FM). Mobile FM business processes are on a conceptual level very similar to
broad classes of other mobile work domains (e.g. maintenance, sales field forces etc.) and therefore
represent a blueprint to some extent. Nevertheless, other domains might require more or other
extensions like, for example, context-aware mobile authoring of “best practice solutions”.
information
capture
information
capture
context-aware
presentation
context-aware
presentation
reporting
reporting
rank / evaluate
knowledge
rank / evaluate
knowledge
prepare
usage
prepare
usage
context
management
context
management
context
capture
context
capture
current context
usage context
creation context
trigger context
context-aware
authoring
context-aware
authoring
context-aware
assistance
context-aware
assistance
collaborate
collaborate
share
share situation
analysis
situation
analysis
context-aware
retrieval
context-aware
retrieval
shared
information
space
shared
information
space
Figure 3: Reference Architecture for mobile Knowledge Management
3.3 Examples of Usage
The reference architecture presented allows the core functionality of mKM systems to be matched to
conceptual or implemented architectures of mobile applications. It enables to identify if and how the
application might be in itself a part of a KM loop, what might be missing for integration and finally if
additional application-specific knowledge aspects are to be addressed. Three short examples of such
system comparisons shall be provided with the help of the reference architecture.
(1) mobile tourist guide: A specific mobile tourist guide application, for example, may provide
contextual information to some degree: photos and descriptive textual information are geo-referenced
in order to retrieve relevant information for the user at his current location. Perhaps a user model also
allows preferences and information categories the user is interested in to be specified. But: actions are
limited to retrieval and presentation. According to the reference model, neither knowledge capture nor
sharing is supported. In fact, this is a situation-aware information system rather than being part of
some tourist mKM system.
(2) site inspection support: A mobile workforce application supporting engineers in doing site-
inspections for maintenance objectives has to follow the specific workflow of these business
processes. In general, these processes need a preparation phase for planning the objects to be
maintained / inspected / repaired, the site-inspection itself and a post-processing for reporting and
subcontracting / delegating unsolved tasks. Supporting mobile IT systems need facilitation of
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information retrieval in a specific working context (e.g. up-to-date information about the object
inspected) for information capturing (to document the problem or / and its solution) and sharing, as
well (e.g. for sub-task delegation). In summary, all core mKM core functionalities are needed and, in
addition, workflow-specific extensions as knowledge preparation, reporting and delegation support
may be needed. Thus, such solutions already fulfill all constraints of being an mKM solution.
(3) trade fair information system: Trade fair information systems often have mobile front ends, enabling
context-related (location-based, user preferences) access to exhibitor information. Some even
integrate simple “workflow” components, in which the customer can plan his tour of enterprises to be
visited. It is quite common for enterprises to coordinate a fair visit with several members to cover a
specific topic area. These groups could gain valuable assistance by using an mKM solution.
Comparing the trade fair information system as described above to our mKM architecture, group-
specific mobile information capture and upload would need to be added to the already existing central
data storage for facilitation of mKM. Some kind of report / export component would also be a useful
extension. The integration of such an mKM component into some legacy enterprise KM loop would
even make this component mandatory to interface both processes.
4 mKM and Ambient Intelligence
Ambient Intelligence (AmI) was first sketched by the European Commission’s Information
Technologies Advisory Group (ISTAG). Taking the ISTAG vision statement [ISTAG, 2003], an Ambient
Intelligent (AmI) Environment will imply a seamless environment of computing, advanced networking
technology and specific interfaces, where humans shall be the center. Thus, the environment should
be aware of specific characteristics of human presence and personalities, adapt to user needs, be
capable of multimodal interaction, i.e., shall respond to spoken or gestured indications and perform
any kind of supporting services in relation to the current context and situation of humans present. The
objective of Ambient Intelligence is to assist people in interacting with their current environment within
the scope of compound activities, using ubiquitous information infrastructures. This definition of AmI
can be considered in many respects an extension of the concept of situation-aware mobile assistance
through the addition of ubiquitous information devices.
With this strong focus on humans, i.e., most of all, the integral approach of intelligent recognition of a
person’s situation and desires, such an environment would match the mKM approach perfectly (i.e.,
for instance, the automated context capture). In the future, Ambient Intelligent Environments might
evolve into an optimal “host” for sophisticated mobile knowledge support.
The European Commission has also pointed out dedicated clusters of research in line with the AmI
vision. One of these is “Metacontent services developments to improve information handling,
knowledge management and community memory, involving techniques, such as smart tagging
systems, semantic web technologies, and search technologies.” [ISTAG, 2001]. A future field of
research for the work presented in this paper, therefore, will be to foster mKM approaches within the
ongoing refinement of the AmI vision for the mutual benefit of both mKM and AmI.
5 Conclusion
With the growing number of systems that enhance knowledge-intensive work in mobile environments,
it is becoming increasingly difficult to find their specific focus, their approach, and the differences
among them. In this paper, we presented a definition of mKM along with a related mKM concept and
reference architecture. Utilization of these resources can help to distinguish between mobile
approaches and to conceptualize the differences. Furthermore, the reference architecture can
facilitate the integration of existing or planned mobile IT support into enterprise KM loops within a
variety of domains.
Finally, this reference might also be of substantial help in leveraging the fast-evolving vision of
Ambient Intelligence for real world application in knowledge intensive settings.
9
6 Acknowledgments
The research presented has been performed within the framework of the MUMMY project (Mobile
knowledge management - using multimedia-rich portals for context-aware information processing with
pocket-sized computers in facility management and at the construction site) and is funded by
Information Society DG of the European Commission (IST-2001-37365). See http://www.mummy-
project.org/.
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