- Identify the experts
- Describe the expertise of the expert
- Provide an expert matching mechanism
- Enable users to communicate with the experts
- Provide a feedback mechanism
- Manage the process
The problem I run into is getting the description of the expertise. If you rely on the users to supply their own expertise, you end up mostly with missing information and exaggerations.
Automated systems, like Microsoft's Knowledge Network, seem to work better for the oddball items. The automation has trouble distinguishing among the types of expertise within the organization. It is much easier for me to find some one with information on "arms dealing" than it is to find the best person to talk about "securities litigation."
My ideal expertise system would start with an automated system, that layers in the persons marketing bio, and a manual control on top to enhance and clarify the expertise. I just have not seen a system that does this.