OTHER KNOWLEDGE CAPTURE TECHNIQUES Lecture Five (Chapter 5, Notes; Chapter 6, Textbook)

OTHER KNOWLEDGE CAPTURE TECHNIQUES

Lecture Five

(Chapter 5, Notes;

Chapter 6, Textbook)

Chapter 5: Some Knowledge Capturing Techniques

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Review of Lecture 4The Knowledge Capture Process

Single vs. Multiple Experts (Pros and Cons)

Interview As Knowledge Capture Tool

Sources of Errors and Problems in Interview


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Other TechniquesOn-site Observation (Action Protocol)Brainstorming (Conventional & Electronic) Consensus Decision MakingNominal Group TechniqueDelphi MethodRepertory GridConcept MappingBlackboarding


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On-Site ObservationProcess of observing,

interpreting, and recording expert’s problem-solving behaviour as it takes place

Places the knowledge developer closer to the actual steps and procedures used by the experts


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On-Site Observation (cont)Problems: Some experts do not like to be

observed

Reactions from peers during observation can be distracting

Accuracy or completeness of captured knowledge weakened by time gaptime gap between between observation and recordingobservation and recording


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Brainstorming An unstructured, consensus-

based approach to generating ideas about a problem

Suitable for multiple experts

All possible solutions considered equally

Goal is to foster the frequency of responses during the session

Conclude by idea evaluation


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Role of Knowledge Developer in Brainstorming Session Introduce and coordinate the

brainstorming session

Give experts a problem to consider

Prompt experts to generate ideas

Watch for signs of convergence

Call for a vote to reach agreement


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Electronic Brainstorming Computer-aided approach to

brainstorming Promote instant exchange of

ideas between experts Require a pre-session plan to

identify objectives and structures the agenda

Anonymity reduces effects of shyness, etc.

Shorter meeting with concise recommendations


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Electronic Brainstorming (Ex.) An example of a software supporting E-

brainstorming A session can present a number of

electronic sheets to collect ideas from the participants.


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Electronic Brainstorming (Ex.) Participants enter ideas in one sheet while

reading ideas that have already been entered. Knowledge developer provides guidance on

exactly how this activity will function.


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Protocol AnalysisThink-aloud approachExpert verbalizes while going through

a problem solutionProtocols are recorded and analyzedKnowledge developer does not

interfere in the solving processStructuring of recorded information

occurs when knowledge developer analyzes the protocols.


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Consensus Decision MakingConsensus is a process for group

decision-making Input of all participants are

gathered and synthesized to arrive at a final decision, that is acceptable to all

Through consensus, not only achieve better solutions, but also promote community and trust

As a tool, it follows brainstorming


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Consensus Procedure (Steps 1-4) A proposal for resolution is put forwardAmend and modify proposal through

discussionThose participants who disagree with the

proposal have the responsibility to put forward alternative proposals

The one who put forward the proposal, with help of facilitator, can choose to withdraw proposal if seems to be dead end.


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When a proposal seems to be well understood and no new changes asked for, the facilitator confirm any objections

If no objections, the facilitator can call for consensus

If there are still no objections, then after a moment of silence, you have the decision

If consensus appears to have reached, the facilitator repeats the decision so everyone is clear

Consensus Procedure (Steps 5-8)


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Nominal Group Technique (NGT)

An idea writing technique A structured variation of small

group discussion method Prevents the domination by a

single expert Encourages the more passive

experts to participate Results in a set of prioritized

solutions or recommendations

NWRI-USA 2003


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NGT (Steps 1-4) Divide the people present into small groups

of 5 or 6 members, sitting around a table State an open-ended question (“What are

some ways we could encourage people to car pool?”)

Have each Person spend several minutes in silence individually brainstorming all possible ideas and write these ideas down

Have each group, collect the ideas by sharing them in a round-robin fashion, while recording them on a flipchart


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NGT (Steps 5-7) Have each Person evaluate the ideas and

anonymously vote for the best ones (e.g., best idea gets 8 points, next best 7 points, third best 6 points, etc)

Share votes within the group and tabulate. A group report is prepared showing the ideas having most points.

Allow time for brief group presentations on their solutions.


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NGT (Advantages)

Effective in minimizing differences in status among multiple experts

Each expert has an equal chance to express ideas in parallel with other experts in the group(s)

With the discussion proceeds in controlled order, it can be more efficient and productive than brainstorming


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NGT (Drawbacks) Technique can be time consuming

Could promote impatience among experts who must listen to discussions with other experts

With multiple experts sharing expertise, a cause of difficulty in adopting the best solution


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Delphi Method A survey of experts

A series of questionnaires developed to pool experts’ responses in solving a difficult problem

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


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Delphi Method (Pros and Cons)Pros Anonymous response Controlled feedback Statistical group response

Cons Poorly designed questionnaire can be

ineffective in capturing the complexity of the problem domain

Experts may lack complete knowledge to base their answers


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The Repertory Grid An expert conceptualizes the problem using

his or her own model Grid used to facilitate the capture and

evaluation of the expert’s model A representation of the experts’ reasoning

about a particular problem A grid can be a scale or a bipolar construct

on which elements are placed within gradations


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ConstructT1 T2 T3 T4 T5 T6

A. Inexperience 3 3 1 1 1 1

B. Academically

Ill-qualified2 1 2 1 1 3

C. Poor

Appearance3 2 1 2 1 3

D. Not punctual 2 3 2 3 1 1

E. Introverted 2 3 2 2 1 1

DixieJohnBarryCurtLesterJoanne

Scale: 1 to 3

Job Interview Rating Repertory Grid (Example)


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The Repertory Grid (Pros and Cons)

Benefit: may prompt the expert to think more concretely 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


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Concept MappingA network of concepts, consisting of

nodes and linksA node represents a concept and a link

represents the relationship between concepts.

An effective approach for: design a complex structure (Web sites) generate or communicate ideas (e.g.,

during brainstorming) diagnose misunderstanding


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Concept Map - A Simple Example


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Steps in Concept Mapping

STEPS INCONCEPTMAPPING

1 Preparation of ProjectParticipants, focus, schedule

2Idea Generation(focus for brainstorming)

3Idea Structuring(sorting/rating statements)

4Representation

5Interpretation(cluster analysis)

6Utilization


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Concept Map on PathogensA pathogen, commonly known as germ, is a biological agent that causes disease to its host.


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Blackboarding (Groupware) Participants are

assumed 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

Join Information Technologies 2003


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Blackboarding (Characteristics)Participants share a common protocol

for interaction

Organized participation

Iterative approach to problem solving

Flexible representation of information

Efficient storage and location of information


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End of Lecture Five


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Three important steps Use an appropriate tool or

technique to elicit information from the expert

Interpret the information and infer the expert’s knowledge and reasoning process

Use the interpretation to build rules that represent expert’s solutions


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Voting in each group

Documents

OTHER KNOWLEDGE CAPTURE TECHNIQUES Lecture Five (Chapter 5, Notes; Chapter 6, Textbook)