Using Expertise  - The Story So Far Matt Moore Innotecture November 2009
Our purpose <ul><li>Human expertise critical to organisations (if we believe management rhetoric)... </li></ul><ul><li>......
 
Our methods <ul><li>Narrative collection & sense-making (based on Cognitive Edge). </li></ul><ul><ul><li>Blog for collecti...
Narrative
 
Blog <ul><li>http://usingexpertise.blogspot.com/ </li></ul><ul><li>Seeded with stories from previous projects. </li></ul><...
Workshops <ul><li>5 workshops completed so far: </li></ul><ul><ul><li>Melbourne, Australia </li></ul></ul><ul><ul><li>Canb...
Anecdote circle <ul><li>8-20 people per circle, 45-90 mins </li></ul><ul><li>Focusing question – e.g. “Can you remember a ...
Sensemaking <ul><li>Stick stories on the wall - from participants and other sources (e.g. blog). </li></ul><ul><li>Ask par...
 
 
 
 
Role Knowledge Relational Knowledge Experience Technical Knowledge Skill Memory Know-how Templates, procedures, routines, ...
The long tail of expertise 1 2 3 1. Functional expertise 2. Technical expertise 3. Special expertise <ul><li>Risk Factors ...
Survey
Background <ul><li>Web-based (Surveymonkey). </li></ul><ul><li>Promoted through emails lists (e.g. actKM, SI KM Leaders, K...
How critical is expertise/experience to your organisation's survival? 0 = no importance, 5 = critical.
Has a failure to manage or access expertise ever led to an operational failure in your organisation? Please give examples ...
Does your organisation have a risk mitigation strategy to protect against loss of experience/expertise?
Role Knowledge Relational Knowledge Experience Technical Knowledge Skill Memory Know-how Templates, procedures, routines, ...
Which aspects of expertise are valued in your organisation and how strongly? You only need to choose the relevant ones.
Score the importance of the following expertise/experience challenges for a current or previous organisation, 0 = no impor...
Participative research project: “ Using and leveraging expertise in organisations” http://usingexpertise.blogspot.com Orga...
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SI KM Leaders Call - Using Expertise

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SI KM Leaders Call - Using Expertise

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