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KM CH 5 Class

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18 views

KM CH 5 Class

Uploaded by

vhyungyeontan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPTX, PDF, TXT or read online on Scribd
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Knowledge Management

Chapter 5
Capturing Tacit Knowledge
Farjana Parvin Chowdhury
What is Knowledge Capture
Knowledge capture is a process by which the expert’s
thoughts and experiences are captured.
-Mind automation
 Three steps of knowledge capture
1. Using an appropriate tool to elicit information from the
expert
2. Interpreting the information and inferring the expert’s
underlying knowledge and reasoning process.
3. Using the interpretation to build the rules that represent
the expert’s thought processes or solutions
 It can be done in many ways. No single way is best for
knowledge capture.
Attributes of Experts
 Uses Episodic memory
 See the big picture
 Possesses good communication skills
 Tolerates stress
 Thinks creatively
 Exhibits self-confidence
 Maintains credibility
 Operates within a schema-driven orientation
 Uses chunked knowledge
Attributes of Experts
 Generates motivation and enthusiasm
 Shares expertise willingly
 Emulates a good teacher’s habits
Levels of expertise

1. Highly expert
2. Moderately expert
3. New experts

 The more expert the person is the longer that person will
take to communicate an answer.
Capturing single vs multiple experts’ tacit
knowledge

Advantages of using a single expert


 When building a simple KM system
 A problem in a restricted domain
 A single expert facilitates the logistics aspect of coordinating
arrangements
 Problem-related or personal conflicts are easier to resolve
 More confidentiality
Capturing single vs multiple experts’ tacit
knowledge

Drawbacks of using a single expert


 Sometimes the expert’s knowledge is not easy to capture
 A single line of reasoning
 Single experts are more likely to change scheduled meetings that
experts who are part of a team
 Expert knowledge is sometimes dispersed
Capturing single vs multiple experts’ tacit
knowledge

Advantages of using a multiple experts


 Complex problem domain
 Stimulates interactions that often produce synthesis of experience
 Listening to a variety of views allows the knowledge developers to
consider alternative ways of representing the knowledge
 Formal meetings are frequently a better environment for generating
thoughtful contributions.
Capturing single vs multiple experts’ tacit
knowledge

Drawbacks of using a multiple experts


 Coordinating meetings schedules for three or more experts can be a
challenge
 Disagreements frequently occur among experts
 The greater the number of people involved, the harder it may be to
retain confidentiality
 Requires more than one knowledge developer
 Leads to ‘process loss’ in determining a solution.
Developing a relationships with experts

 Creating the right impression


 Understanding the expert’s style
 Preparing for the session
 Deciding where to hold the sessions
 Approaching multiple experts
 The individual approach
 The approach using primary and secondary experts
 The small groups approach
Fuzzy Reasoning and the quality of
knowledge capture
 Analogies and uncertainties in information
 Understanding experience
 The language problem
Interview as a tool
 Advantages
 Flexibility to explore unknown areas
 Opportunity for evaluating validity of information
acquired
 Effective for eliciting information about complex subjects
and for probing sentiments
 Many people enjoy being interviewed

 Drawbacks
 Cost
 Time
Types of interviews

1. Unstructured
2. Structured
 Multiple-choice questions
 Dichotomous question
 Ranking scale questions
Guide to a successful interview

 Setting the stage and establishing rapport


 Phrasing questions
 Listening closely and avoiding arguments
 Evaluating session outcomes
Problems encountered during the
interview
 Response Bias
 Inconsistency
 Communication difficulties
 Hostile attitude
 Standardized questions
Rapid prototyping in interviews

 Benefits and drawbacks


END OF CLASS

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