capturing knowldge

7/29/2019 capturing knowldge

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The Knowledge Capture Process

How To Identify Experts

Single vs. Multiple Experts (Pros and Cons) Interview As Knowledge Capture Tool

Sources of Errors and Problems in Interview

Other data capturing techniques


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A process by which theexperts thoughts andexperiences are captured

A knowledge developercollaborates with an expertto convert expertise into acoded program

In simple terms,we want toknow how experts knowwhat they know


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Use an appropriate tool ortechnique to elicitinformation from the expert

Interpret the informationand infer the expertsknowledge and reasoningprocess

Use the interpretation tobuild rules that representexperts solutions


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Advantages: Ideal when building a

simple KM system A problem in a restricted

domain Easier to coordinatemeetings Conflicts are easier to

resolve Shares more

confidentiality than doesmultiple experts


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Disadvantages:

Sometimes experts knowledge is noteasy to capture

Single expert provides only a singleline of reasoning

Expert knowledge is sometimesdispersed

Single expert more likely to changescheduled meetings than experts in ateam


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Advantages: Complex problem domains

benefit from expertise of morethan one expert

Working with multiple expertsstimulates interaction

Allow alternative ways ofrepresenting knowledge

Formal meetings often a better

environment for generatingthoughtful contributions


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Disadvantages:

Scheduling difficulties

Disagreements often occur

among experts Confidentiality issues

Requires more than one knowledgedeveloper

Overlapping mental processes canlead to process loss


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Commonly used in theearly stages of tacitknowledge capture

Thevoluntary nature ofthe interview is important


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Interviewing as a toolrequires training andpreparation

Convenient tool forevaluating the validity ofinformation acquired


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Structured: Questions and responses aredefinitive. Used when specific information issought

Semi-structured: Predefined questions are askedbut allow expert some freedom in expressing theanswers

Unstructured: Neither the questions nor their

responses specified in advance. Used whenexploring an issue


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Multiple-choice questions offer specific choices,faster tabulation, and less bias by the way

answers are ordered

Dichotomous (yes/no) questions are a specialtype of multiple-choice question

Ranking scale questions ask expert to arrangeitems in a list in order of their important orpreference


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Age effect

Race effect

Gender effect


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Response bias

Inconsistency

Communication difficulties Hostile attitude

Lengthy questions

Long interview


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On-site Observation (Action Protocol)

Brainstorming (Conventional & Electronic)

Consensus Decision Making

Nominal Group Technique

Delphi Method

Repertory Grid

Concept Mapping Blackboarding


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Process of observing, interpreting,and recording experts problem-solving behaviour as it takes place

Places the knowledge developercloser to the actual steps andprocedures used by the experts


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Problems: Some experts do not like to be

observed

Reactions from peers duringobservation can be distracting

Accuracy or completeness ofcaptured knowledge weakenedbytime gapbetweenobservation and recording


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An unstructured, consensus-based approach to generatingideas about a problem

Suitable for multiple experts

All possible solutions consideredequally

Goal is to foster the frequency ofresponses during the session

Conclude by idea evaluation


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Introduce and coordinate the brainstorming session

Give experts a problem to consider

Prompt experts to generate ideas

Watch for signs of convergence

Call for a vote to reach agreement


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Computer-aided approach tobrainstorming

Promote instant exchange ofideas between experts

Anonymity reduces effects ofshyness, etc.

Shorter meeting with concise

recommendations


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An example of a software supporting E-brainstorming

A session can present a number of electronicsheets to collect ideas from the participants.


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5-

Participants enter ideas in one sheet whilereading ideas that have already been entered.

Knowledge developer provides guidance onexactly how this activity will function.


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Think-aloud approach

Expert verbalizes while going through a problemsolution

Protocols are recorded and analyzed Knowledge developer does not interfere in the

solving process

Structuring of recorded information occurs when

knowledge developer analyzes the protocols.


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Consensus is a process for group decision-making

Input of all participants are gathered andsynthesized to arrive at a final decision,

that is acceptable to all Through consensus, not only achieve better

solutions, but also promote communityand trust

As a tool, it follows brainstorming


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A proposal for resolution is put forward

Amend and modify proposal through discussion

Those participants who disagree with the proposal havethe responsibility to put forward alternative proposals

The one who put forward the proposal, with help offacilitator, can choose to withdraw proposal if seems tobe dead end.


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When a proposal seems to be well understood and nonew changes asked for, the facilitator confirm anyobjections

If no objections, the facilitator can call for consensus

If there are still no objections, then after a moment ofsilence, you have the decision

If consensus appears to have reached, the facilitatorrepeats the decision so everyone is clear


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An idea writing technique

A structured variation of small

group discussion method Prevents the domination by a

single expert

Encourages the more passiveexperts to participate

NWRI-USA 2003


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Divide the people present into small groups of5 or 6 members, sitting around a table

State an open-ended question (What are some

ways we could encourage people to car pool?) Have each Person spend several minutes in

silence individually brainstorming all possibleideas and write these ideas down

Have each group, collect the ideas by sharingthem in a round-robin fashion, while recordingthem on a flipchart


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Have each Person evaluate the ideas andanonymously vote for the best ones (e.g., bestidea gets 8 points, next best 7 points, third best6 points, etc)

Share votes within the group and tabulate. Agroup report is prepared showing the ideashaving most points.

Allow time for brief group presentations ontheir solutions.


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Effective in minimizing differences in statusamong multiple experts

Each expert has an equal chance to expressideas in parallel with other experts in thegroup(s)

With the discussion proceeds in controlledorder, it can be more efficient and productivethan brainstorming


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Technique can be time consuming

Could promote impatience among experts who

must listen to discussions with other experts

With multiple experts sharing expertise, a causeof difficulty in adopting the best solution


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A survey of experts

A series of questionnairesdeveloped to pool experts

responses in solving a difficultproblem

Each experts contributionsshared with rest of experts byusing results of onequestionnaire to construct thenext questionnaire


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ProsAnonymous response

Controlled feedback

Cons Poorly designed questionnaire can be

ineffective in capturing the complexity of theproblem domain


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An expert conceptualizes the problem using hisor her own model

Grid used to facilitate the capture and

evaluation of the experts modelA representation of the experts reasoning

about a particular problem

A grid can be a scale or a bipolar construct onwhich elements are placed within gradations


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Construct T1 T2 T3 T4 T5 T6

A. Inexperience 3 3 1 1 1 1

B. Academically

Ill-qualified

2 1 2 1 1 3

C. Poor

Appearance3 2 1 2 1 3

D. Not punctual 2 3 2 3 1 1

E. Introverted2 3 2 2 1 1

Dixie

John

Barry

Curt

Lester

Joanne

Scale: 1 to 3

Job Interview Rating Repertory Grid

(Example)


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Benefit: may prompt the expert to thinkmore concretely about the problem and how

to solve it. Drawback: difficult to manage when large

grids are accompanied by complex details

Because of complexity and manageability, thetool is normally used in the early stages ofknowledge capture


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A network of concepts, consisting of nodes andlinks

A node represents a concept and a link representsthe relationship between concepts.

An effective approach to: design a complex structure (Web sites)

generate or communicate ideas (e.g., duringbrainstorming)


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Participants are assumedexperts with uniqueexperience

Each expert has equalchance to contribute tothe solution via theblackboard

Process continues untilthe problem has beensolved

Join Information Technologies 2003


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Participants share a common protocol forinteraction

Organized participation

Iterative approach to problem solving

Efficient storage and location of information


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Reference Book: KM by Awad and Ghaziri

Documents

capturing knowldge