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KNOWLEDGE CAPTURING TECHNIQUES

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Title: KNOWLEDGE CAPTURING TECHNIQUES


1
KNOWLEDGE CAPTURING TECHNIQUES
2
Techniques Covered
  • On-site Observation (Action Protocol)
  • Brainstorming (Conventional Electronic)
  • Consensus Decision Making
  • Repertory Grid
  • Nominal Group Technique
  • Delphi Method
  • Concept Mapping
  • Blackboarding

3
On-Site Observation
  • Process of observing, interpreting, and recording
    problem-solving behavior while it takes place
  • More listening than talking
  • Some experts do not like to be observed
  • Fear of giving away expertise is a concern
  • Process can be distracting to others in the
    setting

4
Brainstorming
  • Unstructured approach to generating ideas about a
    problem
  • All possible solutions considered equally
  • Emphasis is on the frequency of responses during
    the session
  • Idea generation, followed by idea evaluation

5
Role of Knowledge Developer in Brainstorming
Session
  • Introduce brainstorming session
  • Give experts a problem to consider
  • Prompt experts to generate ideas
  • Watch for signs of convergence
  • Call for a vote or a consensus to reach agreement

6
Electronic Brainstorming
  • Computer-aided approach to dealing with multiple
    experts
  • Begin with a pre-session plan that identifies
    objectives and structures the agenda
  • Allow two or more experts provide opinions
    through PCs asynchronously
  • Protect shy experts and prevents tagging comments
    to individuals

7
Protocol Analysis
  • Think-aloud method
  • Expert keeps talking, speaking out loud while
    solving a problem
  • Effective source of information on cognitive
    processes
  • Makes expert cognizant of the processes being
    described
  • Similarity / Difference to On-site Observation

8
Consensus Decision Making
  • Clear agreement regarding the best solution to a
    problem
  • As a tool, it follows brainstorming
  • Procedure ensures fairness and standardization in
    the way experts arrive at a consensus
  • Can be tedious and take hours
  • The rigidity of the consensus method can be a
    problem for many experts

9
Nominal Group Technique (NGT)
  • Provides an interface between consensus and
    brainstorming
  • Panel of experts becomes a nominal group whose
    meetings are structured in order to effectively
    pool individual judgment
  • An ideawriting or idea generation technique

10
NGT Procedure
  • Each expert is asked to list pros and cons of the
    problem or alternate solutions
  • A list of all pros and cons are compiled
  • Each expert is given the list and asked to rank
    them on basis of their priorities
  • Knowledge developer lead a discussion on the
    relative ranks in hope of getting possible
    solutions
  • A group discussion is followed to choose the
    best solution from the alternatives

11
NGT (Advantages)
  • Effective in multiple expert knowledge capture,
    especially when minimizing differences in status
    among experts
  • In NGT, each expert has an equal chance to
    express ideas in parallel with other experts in
    the group
  • With discussion proceeds in sequential order, NGT
    can be a more efficient and productive approach
    than brainstorming

12
NGT (Drawbacks)
  • Technique can be time consuming
  • Has been known to promote impatience among
    experts who must listen to discussions with other
    experts
  • With experts sharing expertise, things can jell
    in adopting the best solution
  • NGT is ideal in situations of uncertainty
    regarding the nature of the problem

13
The Repertory Grid
  • Domain expert viewed as a scientist who
    categorizes a problem domain using his or her own
    model
  • Grid used to capture and evaluate the experts
    model
  • Experts see problems based on reasoning that has
    stood test of time
  • A representation of the experts way of looking
    at a particular problem
  • A grid is a scale or a bipolar construct on which
    elements are placed within gradations

14
Job Performance Rating Repertory Grid (Example)
Scale 1 to 3
T1 Dixie T2 John T3 Barry T4 Curt T5 Lester T6 Joa
nne
15
The Repertory Grid (Pros and Cons)
  • Benefit May prompt the expert to think more
    seriously 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, the tool
    is normally used in the early stages of knowledge
    capture

16
Delphi Method
  • A survey of experts
  • A series of questionnaires used to pool experts
    responses in order to solve a difficult problem
  • Each experts contributions shared with rest of
    experts by using results of one questionnaire to
    construct the next questionnaire

17
Delphi Method (Pros and Cons)
  • Pros
  • Anonymous response
  • Controlled feedback
  • Statistical group response
  • Cons
  • Experts often lack necessary knowledge on which
    to base final judgment
  • Poorly designed questionnaire could cause all
    kinds of problems

18
Concept Mapping
  • A network of concepts, consisting of nodes and
    links
  • A node represents a concept and a link represents
    the relationship between concepts. (See next
    slide)
  • An effective way for a group to function without
    losing their individuality

19
Concept MapAn Example
White horse
Beard
At chimneys
On roofs
Birthday
has
rides
Spain
listens
has
climbs
lives in
lives in
SAINT NICOLAS
helper of
BLACK PETER
brings
gives
not same as
Santa Clause
Presents
20
Steps in Concept Mapping
1 Preparation of Project Participants, focus,
schedule
2 Idea Generation (focus for brainstorming)
6 Utilization
STEPS IN CONCEPT MAPPING
3 Idea Structuring (sorting/rating statements)
4 Statement Representation
5 Interpretation (cluster analysis)
21
Blackboarding
  • Assumes all participants are experts with unique
    experience
  • Each expert has equal chance to contribute to the
    solution via the blackboard
  • Process continues until the problem has been
    solved
  • Diverse approaches to problem solving

22
Blackboarding (Characteristics)
  • Participants share a common language for
    interaction
  • Flexible representation of information
  • Efficient storage and location of information
  • Organized participation
  • Iterative approach to problem solving

23
The Interview As a Tool
  • Commonly used in the early stages of tacit
    knowledge capture
  • The voluntary nature of the interview is
    important
  • Interviewing as a tool requires training and
    preparation
  • Convenient tool for evaluating the validity of
    information acquired

24
Sources of Error that Reduce Information
Reliability
  • Experts perceptual slant
  • Experts failure to remember just what happened
  • Experts fear of the unknown
  • Communication problems
  • Role bias

25
Errors Made by the Knowledge Developer
  • Age effect
  • Race effect
  • Gender effect

26
Problems Encountered During the Interview
  • Response bias
  • Inconsistency
  • Communication difficulties
  • Hostile attitude
  • Standardized questions
  • Lengthy questions
  • Long interview
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