Most learning in today's hypertextual world is no longer sequential, but fragmented, leaving "black holes" in our knowledge As UA designers and architects, we need to develop our content so that users can augment what they know, and fill in the gaps of what they don't, without repeating what they already know. This presentation explores a cognitive model and methodology to help us design information for this world of “standalone chunks” that comes from a “new” user interaction model, and a new type of user/learner. Some aspects were developed in an interactive session at UA Europe 2014. This presentation extends my earlier "Quantum Funnel" presentation, also on this Slideshare site.

1. RAY
GALLON
C U L T U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
A Dive Into the Quantum Funnel
Filling
the
Black
Holes
of
Knowledge
Transformation
The
Society

2. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
Two Funnels – Two Learning Models

3. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
Missing Pieces
Knowledge
Autonomy
Neus
Lorenzo,
The
Transformation
Society

4. RAY
GALLON
C U LT U R E C O M
http://upload.wikimedia.org/wikipedia/commons/5/5e/BH_LMC.png http://wallse.net/search/t/e3/b3b.jpg
Presentation
The Black Holes of Knowledge!
What Are Yours?
@RayGallon
©
2014
Ray
Gallon
http://upload.wikimedia.org/wikipedia/commons/c/cd/Black_Hole_Milkyway.jpg
Image
by
Mark
Van
Norden
http://farm9.staticflickr.com/8342/8275081235_35eb0091a9_z.jpg

5. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
What We Used to Use

6. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
What We Use Today

7. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
How it’s Different
Predetermined
Static
Structure
Flexible,
Emergent
Structure,
based
on
Contingent
Need

8. RAY
GALLON
C U LT U R E C O M
Presentation
REFLECT
ON
AND
EVALUATE
THE
FORM
OF
THE
MESSAGE
REFLECT
ON
AND
EVALUATE
THE
CONTENT
APPLY
AND
USE
THE
INFORMATION
RETRIEVE
EXPLICIT
INFORMATION
@RayGallon
©
2014
Ray
Gallon
OPPORTUNITY, PRACTICE
COGNITIVE-­‐SYMBOLIC
COMPLEXITY
+
CONTENT
THE
OF
RICHNESS
+
-
The Cognitive Spiral
Adapted from a scheme by Dr. Neus Lorenzo, The Transformation Society
INTERPRET
EXPLICIT
INFORMATION
MASTERY:
If
you’re
here
you
can’t
get
it
wrong

9. RAY
GALLON
C U LT U R E C O M
Presentation
Pay Being
seated Eat
Choose
@RayGallon
©
2014
Ray
Gallon
Active Learning: Learning by Doing
Roger
C.
Schank’s
Schema
-­‐
We
remember
independent,
self-­‐
contained
scripts,
or
Memory
Organization
Packets
(MOP’s)
Restaurant Airplane Clothing
Shop
Pay Being
seated Eat
Choose
Romantic
Conversation
Pay
Choose
Fasten
Seatbelt
Try
on
MOP’s
are
composed
of
scenes,
which
can
be
generalized
from
one
MOP
to
another
Serve
wine
REF:
http://cogprints.org/637/1/LearnbyDoing_Schank.html

10. RAY
GALLON
C U LT U R E C O M
If
we
learn
about
“paying”
in
a
restaurant...
Are
we
learning
something
specific
to
the
MOP
“Restaurant?”
Are
we
learning
something
generalizable
to
multiple
MOP’s
-­‐
i.e.
a
scene
called
“paying?”
Are
we
learning
something
about
some
more
abstract
MOP
that
has
nothing
to
do
with
the
current
MOP
or
scene
(e.g.
“economy”)?
Presentation
@RayGallon
©
2014
Ray
Gallon
Questions

11. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
Active Learning: Learning by Doing
Networks
of
Scenes
Pay
Network
Restaurant Airplane Clothing
Shop
Pay Being
seated Eat
Choose
Pay Being
seated Eat
Choose
Pay
Choose
Fasten
Seatbelt
Try
on
MOP’s
are
composed
of
scenes,
which
can
be
generalized
from
one
MOP
to
another
Serve
wine
REF:
http://cogprints.org/637/1/LearnbyDoing_Schank.html
Choose
Network
Eat
Network

12. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
Networks of Networks
understandings
Exchanging
of
of
networks
expands
communicate
scenes
our
to
ability
mutually
to
them
beginners
http://socialpsychologyeye.files.wordpress.com/2011/04/strange_group.jpg

13. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
Exper t customers are
less prone to
making errors

14. RAY
GALLON
C U LT U R E C O M
Presentation
REFLECT
ON
AND
EVALUATE
THE
FORM
OF
THE
MESSAGE
REFLECT
ON
AND
EVALUATE
THE
CONTENT
APPLY
AND
USE
THE
INFORMATION
RETRIEVE
EXPLICIT
INFORMATION
@RayGallon
©
2014
Ray
Gallon
OPPORTUNITY, PRACTICE
COGNITIVE-­‐SYMBOLIC
COMPLEXITY
+
CONTENT
THE
OF
RICHNESS
+
-
The Cognitive Spiral
Adapted from a scheme by Dr. Neus Lorenzo, The Transformation Society
INTERPRET
EXPLICIT
INFORMATION
If
you’re
here
you
can’t
get
it
wrong:
EXPERT!

15. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
Build Cognitive Demand
to Build Expert Users
Any
Ideas?

16. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
Build Cognitive Demand
to Build Expert Users
Some
Ideas
Provide
information
users
can
generalize
from
Ask
questions
that
stimulate
curiosity
Use
social
media
to
build
stakeholder
communities
Gamify
mutual
encouragement
Base
on
experience
and
need…

17. RAY
GALLON
C U LT U R E C O M
Picture: Greg Scullin. http://www.weeklytimesnow.com.au/article/2013/03/20/563539_business-news.html
What Kind of Mastery?
The
Gardener
Knows
the
Flower
Because
He
is
an
Expert
in
his
Field
Presentation
@RayGallon
©
2014
Ray
Gallon

18. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
The bee knows the flower
from experience and need
h"p://es.slideshare.net/gretacalinda/natures-­‐beauty

19. RAY
GALLON
C U LT U R E C O M
Presentation
Criteria Selection
Complexity
Cognition
Communication
@RayGallon
©
2014
Ray
Gallon
The Linguistic Competency Funnel
Integrated Learning
Quantity
Quality
Literal Content
C2 Mastery
B1 Threshold
A2 Basic
A1 Beginner
Community
C1 Functional
B2 Advanced
Interfaces, hardware, software,
user assistance, hands-on and
conceptual combined
In moving from contingent need to
confusion, we still learn more.
COMPLEXITY ≠ CHAOS!
Quantity of information > contingent
need
!l
earner gets confused,
sense of chaos
!
Can’t keep track of it all
Neus
Lorenzo,
The
Transformation
Society

20. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
The OECD Has Added
Collaborative Problem-Solving To
Its Pisa Tests Of Basic
Competencies For 2015 And
Beyond

21. Components of Collaborative Problem-Solving
RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
PISA 2015
Ref:
http://www.agenciaeducacion.cl/wp-­‐content/uploads/2013/04/Presentacion-­‐Looi-­‐Chee-­‐Kit.pdf

22. RAY
GALLON
C U LT U R E C O M
Presentation
D3 Team Feedback and adaptation
organisation
Monitoring/evaluating results
D2 Action
C3 Team
organisation Planning and
Enacting plans
Identify tasks
C2 Action
B2 Action
A3 Team organisation Understanding roles
Choose type of collaborative
interaction
@RayGallon
©
2014
Ray
Gallon
The Collaborative Mastery Funnel
Integrated Learning
Quantity
Quality
Discovering team’s
abilities
A2 Action
A1 Understanding
Exploring and
Understanding
Common ground
B1 Understanding
Describe team roles
(rules of engagement)
B3 Team
organisation
Representing
and Formulating
Communicating about tasks
C1 Understanding
Mutual engagement
per rules
Executing
Monitoring/repairing
shared understanding
D1 Understanding
Monitoring and
Reflecting
Neus
Lorenzo,
The
Transformation
Society

23. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
Cognitive Bases: Connectivism - Learning is
More Important than Knowing
Knowledge
is
activated
in
the
world
as
much
as
in
the
head
of
an
individual.
It
exists
through
people
participating
in
activities.
Learning
=
process
of
creating
connections
and
elaborating
a
network:
Organisation,
information,
data,
feelings
images.
Learning
is
more
critical
than
knowing.
Perceiving
connections
between
fields,
ideas
and
concepts
is
a
core
skill.
Currency
(accurate,
up-­‐to-­‐date
knowledge)
is
the
intent
of
learning
activities
-­‐
requires
nurturing
the
networks Source:
http://en.wikipedia.org/wiki/Connectivism
Essential Knowledge Components:
Know how
Know what
Know where
Know when
Implied:
Know how to be
Know how to be with others

24. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
Learn from Users:
Data Mine the Questions
The
top
level
of
user
feedback
integration
is
simply
to
integrate
questions.
Questions
tell
you
what
a
person
wants
to
know,
but
also
what
s/he
already
knows.
Example:
in
a
webinar,
someone
asked,
It
strikes
me
that
there's
similarities
with
the
Lean
methodology:
particularly
Kanban,
progressive
disclosure,
the
Neme's
Why?
questioning
and
a
focus
on
interruptions.
Is
this
something
Ray
has
looked
at?
If
so,
does
he
think
there
are
similarities?

25. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
What the Question Tells Us1/2
The
questioner
has
already
looked
at
the
ideas
of
Lean
Information
Flow,
and
has
some
understanding
of
them.
S/he
attended
the
first
webinar
in
the
series,
where
I
talked
about
progressive
disclosure.
Her/his
understanding
of
the
ideas
presented
in
session
2
are
functioning
near
the
top
of
the
cognitive
spiral,
as
he
s/has
been
able
to
integrate
them,
reflect
and
evaluate
them,
and
frame
a
question
that
goes
beyond
what
is
specifically
discussed
in
the
session.

26. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
What the Question Tells Us 2/2
In
asking
the
question,
the
participant
is
also
sharing
his/her
observation
with
the
community
–
those
attending
the
session,
and
those
who
will
watch
the
recording.
Community
members
might
be
motivated
to
look
into
Lean
Information
Flow
and
make
their
own
conclusions.
If
we
had
an
appropriate
forum,
they
also
might
be
motivated
to
express
their
conclusions
to
the
community.

27. RAY
GALLON
C U LT U R E C O M
enter Search
Presentation
search
bubble”)
@RayGallon
©
2014
Ray
Gallon
What Structures an Online Search?
Search
terms
you
engine
algorithms
-­‐
Page
rank,
ontologies
(semantic
web),
etc.
Geolocation
(you
get
google.fr
instead
of
google.com...)
data
Personal
by
collected
the
(“the
engine
search

28. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
User Assistance has
to be Googleable!
And needs to come up first…
“Finding is the new Do ing”
–Ian Ba rker
This means…

29. RAY
GALLON
C U LT U R E C O M
How Do We Fill the Gaps in UA?
Presentation
(Structures)
Level
2
-­‐
external,
contextual
Level
1
-­‐
internal,
contextual
@RayGallon
©
2014
Ray
Gallon
Level
3
-­‐
interactive,
contextual

30. RAY
GALLON
C U LT U R E C O M
How Do We Fill the Gaps in Training?
MOOC’s
Presentation
Sequential,
instructor-­‐led
classes
Still
has
merit
for
specific
skill
acquisition
Even
so,
trainees
will
have
different
knowledge
Instructors
must
plan
for
individual
work
-­‐
use
flipped
classroom
eLearning,
mLearning
-­‐
allow
for
personal,
and
self-­‐guided
skills
acquisition,
engage
the
learner:
Learner
becomes
content
creator
and
author
of
his/her
own
learning
experience
Demand
collaboration
and
lead
to
the
discovery
of
creative
collective
solutions
Can
lead
to
the
development
of
ongoing
learning
networks
Anchor
learning
through
real-­‐world
application
@RayGallon
©
2014
Ray
Gallon
http://www.learningreview.com/mobile-social-learning/3412-m-learning-en-accion

31. RAY
GALLON
C U LT U R E C O M
Presentation
@RayGallon
©
2014
Ray
Gallon
Mooc’s
Massive Open Online Course
Social
learning:
Mutual
exchange
of
knowledge
&
expertise
Instructor
is
a
moderator
and
guide
Limited
in
time
Self
organizing
–
users
fill
their
own
particular
gaps
Social networking
Formal structure
Multimedia

32. RAY
GALLON
C U LT U R E C O M
Presentation
X
h"p://cdn.mactrast.com/wp-­‐content/uploads/2011/09/Rotary-­‐iPhone.png@RayGallon
©
2014
Ray
Gallon
Curators, Not Gate Keepers

33. RAY
GALLON
C U LT U R E C O M
Presentation
The Curator as Story-Teller
@RayGallon
©
2014
Ray
Gallon
Knowledge Autonomy
Neus
Lorenzo,
The
Transformation
Society

34. RAY
GALLON
C U LT U R E C O M
Owner/Consultant,
Culturecom
–
specialist
in
business
process
improvement
through
communication
Research
collaborator
and
principal,
The
Transformation
Society,
a
new
research
and
training
institute
in
Barcelona,
Spain
Presentation
@RayGallon
©
2014
Ray
Gallon
I’m Ray Gallon - The Humanist Nerd
20
years
in
technical
communication
with
major
companies
such
as
G.E.
Healthcare,
IBM,
etc.
Member,
board
of
directors,
Society
for
Technical
Communication
(STC)
Past
president,
STC
France
Award-­‐winning
radio
producer
and
journalist
–
CBC,
NPR,
France
Culture,
etc.
and
former
programme
manager,
WNYC-­‐FM,
New
York
Public
Radio

35. Portions of this presentation based on research by the Transformation
Presentation
@RayGallon
©
2014
Ray
Gallon
Thank
Email:
infodesign@culturecom.net
Google
Plus:
+Ray
Gallon
Twitter:
@RayGallon
LinkedIn:
Ray
Gallon
RAY
GALLON
C U L T U R E C O M
Pass
me
your
business
card:
Let’s
talk!
Society Research group.
Member, Board of Directors