This research examines a collaborative solution to a common problem, that of providing help to distributed users. The Answer Garden 2 system provides a secondgeneration architecture for organizational and community memory applications. After describing the need for Answer Garden 2’s functionality, we describe the architecture of the system and two underlying systems, the Cafe ConstructionKit and Collaborative Refinery. We also present detailed descriptions of the collaborative help and collaborative refining facilities in the Answer Garden 2 system.

Introduction In application areas like personal information agents and intelligent tutoring systems, user models typically maintain sophisticated representations of personal interest profiles and knowledge / skill levels. These representations can be utilized for e#ective information retrieval and filtering as well as for personalized information presentation. Information delivery services within organizational memories mainly address the same goals, but prevalently derive actual information needs from the concrete business task at hand (e.g., see [3] ). To this end, business process models are extended by task and role specific information needs. Usually, it is not taken into account which employee actually deals with a given task. Apparently, intelligent information services in a business environment should combine both, the personal and the business process perspective. In this paper, we present the Frodo architecture for business process oriented Knowledge Management whi

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