The Windmill Method for Setting up Support for Resolving Sparse Incidents in Communication Networks (extended abstract)

This paper introduces the Windmill method for constructing situation sensitive communication support systems for organizations consisting of a network of autonomous professionals involved in standard duties encountering occasional incidents of a time-critical nature for which they have to call for help. The Windmill method is based on statistical data filtering techniques for ranking incidents and available communication resources among which human personnel according to their expected frequency, availability, location, skills and experience. It is especially useful for domains in which the human workforce changes over time and incidents are relatively sparse with respect to location and frequency of occurrence. communication networks; recommender technology; incident management; Professional Task Setting with Incidents; instance-