Improving Web Service
SenseMaker® Use Case
Use Case Description
Use Case Details

The National eXtension Initiative is a partnership of the 75 U.S. Land-Grant universities to create an interactive educational environment to deliver high quality, researched-based learning. eXtension connects knowledge consumers with knowledge providers – experts from the universities who know their subject matter inside-out. A major aspect of the initiative includes a system where-by citizens can ask questions and receive answers from university-based faculty. The Ask An Expert system was rolled-out as a part of the initiatives public website in February of 2008. In its first year of operation the system has answered questions from 8530 people. Many of these questions have been converted into FAQs that have subsequently received over 300,000 unique page views. The eXtension initiative has started a project using the SenseMaker® software suite to better understand how people have been served by using the system. The project will collect narratives from people who have used the Ask an Expert service to better understand their perspectives, and to determine how the service can be improved, and scaled to serve larger numbers of people going forward. For more information please contact

  • Client:

    National eXtension Initiative

  • Location:


About the Cynefin Company

The Cynefin Company (formerly known as Cognitive Edge) was founded in 2005 by Dave Snowden. We believe in praxis and focus on building methods, tools and capability that apply the wisdom from Complex Adaptive Systems theory and other scientific disciplines in social systems. We are the world leader in developing management approaches (in society, government and industry) that empower organisations to absorb uncertainty, detect weak signals to enable sense-making in complex systems, act on the rich data, create resilience and, ultimately, thrive in a complex world.

Cognitive Edge Ltd. & Cognitive Edge Pte. trading as The Cynefin Company and The Cynefin Centre.


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