Using group support systems for developing a knowledge-based explanation facility

Group Support Systems (GSS) have been shown to improve the satisfaction and performance of multi-user decision making processes. This study describes how they can be used to acquire knowledge from multiple domain experts for building the explanation facilities of expert systems. In this study, a manual iterative Delphi approach was initially used to acquire knowledge from five experts to build the explanation facility of a financial analysis expert system. Next, GSS tools were utilized to repeat the acquisition of explanatory knowledge in a computer supported cooperative work environment. Comparative analysis suggests that the use of the parallel communication and group memory GSS tools enable process gains, such as getting more complete information, synergy, simulation, and learning, to be realized. Moreover, the fact that the domain experts worked together instead of separately reduced production blocking and cognitive inertia since they could build upon each other's comments. Significant reductions in the time required by experts and the knowledge engineer/facilitator suggests that GSS represent an efficient and effective approach for supporting the acquisition of explanatory knowledge from multiple experts.