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SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
SI KM Leaders Call - Using Expertise
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SI KM Leaders Call - Using Expertise

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  • 1. Using Expertise - The Story So Far Matt Moore Innotecture November 2009
  • 2. Our purpose
    • Human expertise critical to organisations (if we believe management rhetoric)...
    • ...and yet very little research carried out on how organisations manage this expertise (or fail to).
    • Joint project between Straits Knowledge in Singapore (Patrick Lambe & Edgar Tan) & Innotecture in Sydney (Matt Moore).
  • 3.  
  • 4. Our methods
    • Narrative collection & sense-making (based on Cognitive Edge).
      • Blog for collecting & sharing stories.
      • Workshops with anecdote circles & archetype/issue extraction (outputs available on wiki).
    • Online survey.
    • All outputs are publically available under CC.
  • 5. Narrative
  • 6.  
  • 7. Blog
    • http://usingexpertise.blogspot.com/
    • Seeded with stories from previous projects.
    • Responses from all over the world (Singapore, USA, Australia, UK, India).
    • Supplemented with anecdotes collected in workshops.
    • 180+ stories so far.
    • Some commenting.
    • Press interest (Australian Financial Review).
  • 8. Workshops
    • 5 workshops completed so far:
      • Melbourne, Australia
      • Canberra, Australia
      • Sydney, Australia
      • Dubai,
      • Washington DC, USA
    • 15-40 participants per workshop
    • Happy to do more (just pay for travel)‏
  • 9. Anecdote circle
    • 8-20 people per circle, 45-90 mins
    • Focusing question – e.g. “Can you remember a time when you saw expertise being valued – or not?”
    • Guide participants away from generalised opinions or facts – otherwise sit back and let them talk.
    • Starts slowly but difficult to stop.
  • 10. Sensemaking
    • Stick stories on the wall - from participants and other sources (e.g. blog).
    • Ask participants to identify characters & incidents -then apply adjectives.
    • Remove adjectives & ideas then mix.
    • Create archetypes & challenge statements.
    • http://usingexpertise.wikispaces.com/
  • 11.  
  • 12.  
  • 13.  
  • 14.  
  • 15. Role Knowledge Relational Knowledge Experience Technical Knowledge Skill Memory Know-how Templates, procedures, routines, practice, OJT Know-who Directories, introductions,networking, trust-building Can-do Training, coaching, practice Remember-why Documentation habits, storytelling, team-based working Can Diagnose and Decide Repeated and improving practice, career planning, placements, OJT, mentoring, shadowing, cognitive task analysis Know-what Training, study, qualifications What do we need to retain? Source: Patrick Lambe
  • 16. The long tail of expertise 1 2 3 1. Functional expertise 2. Technical expertise 3. Special expertise
    • Risk Factors
    • Solo, not social
    • Infrequently applied
    • Memory-based, highly contextual
    • High impact (risk/cost)‏
    • Absence not immediately detectable
  • 17. Survey
  • 18. Background
    • Web-based (Surveymonkey).
    • Promoted through emails lists (e.g. actKM, SI KM Leaders, KM4Dev).
    • 132 responses so far.
    • Australia & US heavily represented.
    • Significant responses from those in non-commercial (government, development, NFPs), services firms (consulting & law) and education.
    • Respondants predominantly KM, IM, L&D, HR or IT.
  • 19. How critical is expertise/experience to your organisation's survival? 0 = no importance, 5 = critical.
  • 20. Has a failure to manage or access expertise ever led to an operational failure in your organisation? Please give examples where relevant.
  • 21. Does your organisation have a risk mitigation strategy to protect against loss of experience/expertise?
  • 22. Role Knowledge Relational Knowledge Experience Technical Knowledge Skill Memory Know-how Templates, procedures, routines, practice, OJT Know-who Directories, introductions,networking, trust-building Can-do Training, coaching, practice Remember-why Documentation habits, storytelling, team-based working Can Diagnose and Decide Repeated and improving practice, career planning, placements, OJT, mentoring, shadowing, cognitive task analysis Know-what Training, study, qualifications What do we need to retain? Source: Patrick Lambe
  • 23. Which aspects of expertise are valued in your organisation and how strongly? You only need to choose the relevant ones.
  • 24. Score the importance of the following expertise/experience challenges for a current or previous organisation, 0 = no importance, and 5 = critical importance
  • 25. Participative research project: “ Using and leveraging expertise in organisations” http://usingexpertise.blogspot.com Organised by Patrick Lambe Straits Knowledge www.straitsknowledge.com and Matt Moore of Innotecture http://innotecture.wordpress.com Take our “Managing Expertise” Survey! http://tinyurl.com/expertisesurvey

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