KM CAPTURE AND CODIFICATION Refference Kimiz Dalkir Become

KM CAPTURE AND CODIFICATION Refference : Kimiz Dalkir

Become familiar with the basic terminology and concepts related to knowledge capture and codification. q Describe the major techniques used to elicit tacit knowledge from subject matter experts q Define the major roles and responsibilities that come into play during the knowledge capture and codification phase. q Outline the general taxonomic approaches used in classifying knowledge that has been captured. OBJECTIVES q

KM cycle begins knowledge capture and codification explicit knowledge is organized or coded tacit knowledge is captured or elicited KNOWLEDGE CAPTURE distinction needs to be made Typically represents only the tip of the iceberg the creation of new knowledge the capture or identification of existing knowledge

THE KNOWN-UNKNOWN MATRIX

TACIT KNOWLEDGE CAPTURE

Capturing is not only about technology Capturing the knowledge in an organization is not purely about technology � IT plays only a small part in ensuring that information is available to those who need it � The approach needed depends on the kind of business, its culture, and the ways in which people solve problems �

Knowledge capture cannot therefore be a purely mechanistic “add-on” because it has to do with the discovery, organization, and integration of knowledge into the “fabric” of the organization. � Knowledge has to be captured and codified in such a way that it can become a part of the existing knowledge base of the organization. � Every organization has a history, which provides a backdrop to the growth and evolution of the organization �

� The embodiment of the organizational memory is the experience of its employees, combined with the tangible data and knowledge stores in the organization (Walsh and Ungson, 1991). � Knowledge represents intellectual currency which will devalued & ignored if not capture in a proper way › It has to be spent, in order to be valued

� Knowledge is the only sustainable competitive advantage › It had to be protected, cultivated, shared › The key is to transform the individual knowledge to organization knowledge � To compete effectively, how is your organization should be like?

� Organization need to possess any knowledge which has value to them in order to increase its agility & ability � It must possess ; › Learning ability › Skills to apply

TACIT KNOWLEDGE CAPTURE Traditionally, knowledge capture has emphasized the individual’s role in gathering information and creating new knowledge � Learning at the individual level, however, is widely accepted to be a fundamentally social process—something that cannot occur without some form of group interaction �

TACIT KNOWLEDGE CAPTURE � Individual inside the firms play critical role in acquiring firms knowledge � The firms also play significant role for individual knowledge › New knowledge – exploration › Existing knowledge - exploitation

TACIT KNOWLEDGE CAPTURE � Capturing technique using experts system › Gathering know-how from experts so it can perform like one › Using questionnaire, interview, surveys, observations, talk aloud

TACIT CAPTURE in Individual/Group � Transformation of valuable expertise from knower (expert/document) to knowledge repository � Reducing a vast volume of content from diverse domains into a precise, easily useable sets of facts & rules › Reporter, journalist, writers, announcers, . . .

knowledge-based systems/Expert system Knowledge engineer interview the experts � Produce conceptual model of the critical knowledge � Translate the model into computer-executable � The goal is to extract & render explicit procedural knowledge that comprise know-how

TACIT CAPTURE in Individual/Group � Procedural knowledge › How to do things › How the diagnose › How to make decision › How to prescribe � Declarative knowledge, knowing ‘what’ as opposed to knowing “how. ”

The major task of knowledge engineer Analyzing information and knowledge flow. Working with experts to obtain information. Designing and implementing an expert system.

The experts responsibility Explain important knowledge and know-how. Be introspective and patient. Have effective communication skills.

3 approaches to knowledge acquisition which have to use simultaneously (Parsave, 1998); Interviewing Experts Learning by being Told Learning by Observation

Interviewing experts � Structure interview › Interviewer must have strong communication & conceptual skills, and also know the subject › Using open & close question

4 techniques Paraphrasing, restating of the perceived meaning of the speaker’s message using own words � Clarifying, lets the expert know that the message was not immediately understandable � Summarizing, helps the interviewer compile discrete pieces of information and form a knowledge acquisition session into a meaningful whole � Reflecting feelings, mirrors back to the speaker the feelings that seem to have been communicated �

Stories are another excellent vehicle for both capturing and coding tacit knowledge. � Telling of a happening or a connected series of happenings, whether true or fictitious (Denning, 2001) � An organizational story can be defined as a detailed narrative of past management actions, employee interactions, or other key events that have occurred and that have been communicated informally � knowledge-sharing stories need to be authentic, believable, and compelling �

Learning by being Told Interviewees express & refine their knowledge � Knowledge engineer clarify & validate � Tools ; � › Task analysis (job specifications & descriptions) › Process & protocol analysis (the way knower apply their knowledge) › Simulation (model, software, maps, practices)

Learning by observations � Two expertise › Motor-based (operating, conducting) › Cognitive expertise (conceptual, analysis) � Present the problem, scenario, case to solved by the experts › Knowledge can’t be observed, behaviours & expertise can � Using tools such audio & video could increase the successfulness of the process

Other Methods of Tacit Knowledge Capture � � � Ad hoc sessions. Road maps. Learning histories. Action learning. E-learning. Learning from others through business guest speakers and benchmarking against best practices.

the key steps involved in knowledge acquisition at the individual and group level Key aspect Key concept & relationship Validate content into more readily disseminate

Tacit Knowledge Capture at the Organizational Level Organizational knowledge acquisition is a qualitatively different process from that which occurs at individual and group levels � Whereas at the group level we are primarily concerned with identifying and coding valuable knowledge, � which is mostly tacit in nature, organizational knowledge capture takes place on a more macro level. �

4 Major organizational knowledge acquisition (Malhotra, 2000) � Grafting › Migrations of knowledge between firms (merger, acquisition, alliances) � Vicarious learning › One firm observing other firm’s demo of techniques & procedures

4 Major organizational knowledge acquisition (Malhotra, 2000) � Experiential learning › Knowledge acquisition within the firm by doing & practicing it, based on repetition of experiences › Refinement & improvement the process (single loop) � Inferential process › Learning within the firm thru interpretation of event, states, changes, outcomes › Deductive & experimental learning, establish causal links between actions & outcomes › Double loop - changing assumptions & frameworks

EXPLICIT KNOWLEDGE CODIFICATION

CODIFICATION Converting knowledge into a tangible, explicit form (documents) so it can be communicated widely & less cost � The issue of codification quality ; � › › › Accuracy Understandability Accessibility Currency Credibility

Why codification? � Easily understood, � maintained, � improved

CODIFICATION TECHNIQUES Cognitive maps 2. Decision tree 3. Knowledge taxonomies 4. Task analysis 1.

CODIFICATION TECHNIQUES � Cognitive maps › Representation of the ‘mental model’ of a person knowledge › Provide good form of codified knowledge › Process of human mind to make sense of their complex environment › Allow expert to construct knowledge model

CODIFICATION TECHNIQUES � Decision tree › Ussualy in the form of flowchart, compact & efficient �Support with alternate paths indicating the impact of different decision

Knowledge taxonomies Concept viewed as building block of knowledge & expertise � Identify key concept � Graphically presented that it reflect organization concept in particular field � Explain the dependency of hierarchical concept � The higher the concept, the more general �

The construction of a taxonomy � identifying, � defining, � comparing, and � grouping elements

Knowledge taxonomies � Sorting techniques ; › Manual, automated › Sorting card, cluster analysis (method of producing classification from data that initially unclassified

� When creating a knowledge taxonomy of the organization, it is vitally important to identify content owners. � This helps ensure that content will always be kept up to date. � The organization will also have a clear idea of which staff members are holders of specialized knowledge.

Information about information � � � knowledge taxonomy (sometimes called a knowledge map) should also make use of metadata, tagging on “information about information” for example, tagging content with content owners, “best before” dates, classification information such as key words, business-specific information such as intended audience, and vertical industry addressed

Thank’s

Midterm Exam Hint 1 – Data, Information, Knowledge, Wisdom 2 – Scope of KM 3 – KM Cycle 4 – KM Model 5 – Knowledge capture an codification