Lecture # 07 "Other Knowledge Capture Techniques"

When an organization adopts a knowledge management system the system will capture knowledge so that it can benefit the organization , in order to do that there are different techniques which are as follows:

·        On-Site Observation:

Onsite Observation is the knowledge of working world of experts, Now it may be visual or live interaction. The knowledge developer must listen instead of advising the experts because he/she distract the expert and not follow the normal procedure this is the con of Onsite Observation. If knowledge developer is not interrupted the expert so expert proceed their most effective and realistic form

·        Brainstorming:

      Brainstorming is an unstructured approach to generate ideas about a problem for a creative solution. E.g.: group discussions, meetings.

·        Role of Knowledge Developer in Brainstorming Session:

• Introduce and coordinate the brain-storming session
• Give experts a problem to consider
• Prompt experts to generate ideas
• Watch for signs of convergence
• Call for a vote to reach agreement

·        Electronic Brainstorming:

In the modern area the group meeting is conducted for brainstorming by using the computers on some point. This improve the communication between the group members all members easily feedback their ideas.

·      Protocol Analysis:

Sometimes the experts may or may not be able to deliver the knowledge to satisfy knowledge seeker, then the best method is to adopt the alternative ways Example:

Synchronization of theory and practical sessions.

·        Consensus Procedure:

It is a process used by group seeking to generate widespread levels of participating and agreement.

·        Decision Making:

Involves making a choice from available or generated alternatives. E.g.: In a meeting, the consensus of all the members of the committee don‘t come to the same conclusion, because of differences, but commitment of the members to the implementation of the solutions is assured.

·        Nominal Group Technique (NGT):

NGT is an ideal writing technique.

Example: Car pool : four people using one car due to economic crisis.

  Ø  NGT (Advantages):

·            Minimize differences.

·            Every individual share his/her ideas.

·            Controlled the idea better than brainstorming.

  Ø  NGT (Drawbacks):

            ·            Time consuming.

            ·            Impatience.

            ·            Difficulty adopting the best idea.

·        Delphi Method:

A forecasting method based on the results of questionnaires sent to a panel of experts . Several questionnaires are sent out , and the anonymous responses are aggregated and shared with the group after each round.

Survey of Experts:

Get the feedback , Then again conduct more surveys and get the result.

·        The Repertory Grid:

Eliciting personal ideas. It is  a tool used for knowledge capture.

·        Concept Mapping:

It is unique tool to represent the knowledge in graphs . This tool helps in designing complex structures to design large websites. It consists of nodes and links. Nodes represent a concept and a link represents the relationship between the concepts . Example: Semantic  net: Collection of nodes linked together form a net.

·        Black boarding :

Bringing a group of experts together in a room to solve a problem using the blackboard  as their work-space. The essence of this technique is the independence of expertise in an atmosphere that discourage compliance or intimidation.

(Groupware):

• Each expert has equal chance to contribute to the solution via the blackboard.

(Characteristics):

• Common language for interaction
• Diverse to problem solving.

 (Components):

• Continuously monitoring software.
•  Control mechanism
• A global memory structure.

Lecture # 06 "Capturing Tacit Knowledge"

Knowledge capture is a process by which the expert’s thoughts & experiences are captured. A knowledge developer collaborates with an expert to convert expertise into a coded program. Three important steps of knowledge capturing are:

·                     Use a suitable method to draw out information from the expert.

·                     Understand the information and conclude the expert’s knowledge and reasoning process.

·                     Use the interpretation to build rules that symbolize expert’s solutions.

One should improve the knowledge capture process by focusing on how experts come up to a problem. Look ahead of the facts or the heuristics. Re-evaluate how well the problem domain is understood and how precise the problem is replicated.

The qualifications of an expert include:

·                     Knowing when to follow ideas, and when to make exceptions.

·                     Intelligent to perceive the big image.

·                     Hold good communication skills.

·                     Can bear pressure.

·                     Capable to imagine artistically.

The advantages of using a single expert includes:

·                     Perfect when constructing a straightforward KM system.

·                     A crisis in a limited area.

·                     Easier to organize gatherings.

·                     Disagreements are easier to resolve.

·                     Shares more confidentiality than does multiple experts.

The disadvantages of using a single expert are:

·                     Sometimes expert’s knowledge is not easy to capture.

·                     Single expert provides only a single line of reasoning.

·                     Expert knowledge is sometimes dispersed.

·                     Single expert more likely to change scheduled meetings than experts in a team.

One can develop a relationship with experts by creating the right impression, understanding the expert’s style and deciding where to hold the session. Experts use analogies to explain events. Reliable knowledge capture requires understanding and interpreting expert’s verbal description of information. Interview is a tool that is used for evaluating the validity of information acquired. Various types of interviews are:

·                     Structured

·                     Semi-structured

·                     Unstructured

 A successful interview includes:

·                     Locate the stage and create understanding.

·                     Appropriately phrase the query.

·                     Queries building is essential.

·                     Pay attention closely and evade opinions.

·                     Assess meeting results.

The sources of errors that reduce Information Reliability:

·                     Expert’s perceptual view

·                     Expert’s failure to remember just what happened

·                     Expert’s fear of the unknown

·                     Communication problems

The problems encountered during the Interview:

·                     Response bias

·                     Inconsistency

·                     Communication difficulties

·                     Hostile attitude

·                     Standardized questions

·                     Lengthy questions

·                     Long interview