Capture Knowledge

Bagi organisasi yang ingin menerapkan manajemen pengetahuan dalam organisasinya perlu menyadari pertama, bahwa pengetahuan ada pada orang dan bukan pada sistem, meskipun sistem punya data dan informasi yang dapat membantu proses pengetahuan. Kedua, penciptaan pengetahuan merupakan proses sosial, tercipta melalui interaksi antara individu-individu dalam kehidupan sehari-hari mereka.

Techniques Covered

1. On-site Observation (Action Protocol)

2. Brainstorming (Conventional & Electronic)

3. Consensus Decision Making

4. Nominal Group Technique

5. Repertory Grid

6. Delphi Method

7. Concept Mapping

8. Blackboarding

1. On-site Observation (Action Protocol)

* 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

2. Brainstorming (Conventional & Electronic)

* 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

o 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

o 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

# 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

3. 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

4. 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

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

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

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

5.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 expert’s 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

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

6. Delphi Method

A survey of experts

A series of questionnaires used to pool experts’ responses in order to solve a difficult problem

Each expert’s contributions shared with rest of experts by using results of one questionnaire to construct the next questionnaire

Delphi Method (Pros and Cons)

Pros

Anonymous response

Controlled feedback

Statistical group response

Cons

7. 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

8. 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