July 7, 2007 3:46 AM
Normative metadata for services
Web users have diverse requirements and seek different information. In order to do this they form different phrases and try to get the best result from a search application. The search query that is composed with the same meaning as the question generally seeks the best result. To support these diverse requirements most text search engines have been built with the basic algorithm as: best match for the query pattern in the web content. Semantic technologies aim to provide accurate and fast objective results that will not only enhance customer satisfaction but also provide better business opportunities. A customer has to find an appropriate search application that can lead him/her to the best business solution available for his/her requirement. Once the business solution has been found then the online customer interface of the business must be able to answer the customer queries.
What are customer requirements?
The normative metadata is the solution to standardize these requirements so that comparative search can be conducted in a competitive "open market". While normative metadata definition does not stop web service providers from introducing proprietary metadata, the former is a method to participate and play in the larger framework supported by semantic technologies. Normative metadata for different businesses may be formed based on the product/service characteristics and customer requirements. This normative metadata may be used directly or mapped to internal database structure of the business to maintain service records and business information.
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Example: A traveler has many questions that must be answered before a travel agency is chosen. The apprehension is about spending a day reading articles to find the most appropriate information source and then the waiting period to get answers from the customer representatives. There is a hidden wealth of metadata terms related to travel business that can be found in this article, such as: family vacation, adventure, cheap hotel, discount ticket, couple only resort, travel directions, hotel check-in and check-out, etc. |
Conclusion: Normative metadata terms for service businesses can be collected from the customer requirements and online customer interface. Service records, customer feedback and popular search terms are some of the possible information sources for normative metdata definition.
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