This document discusses a joint research project between Straits Knowledge in Singapore and Innotecture in Sydney to study how organizations manage expertise. The researchers are using narrative collection, workshops, and an online survey to understand challenges around expertise. Over 180 stories have been collected on the project blog. Workshops have been held in several countries. The survey has received 132 responses so far from knowledge management and related fields. Typologies of expertise and challenges in retaining expertise are presented.

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).

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

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/

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