Tacit Knowledge Sharing for Emerging Practices
- 1. Developing Emergent Practices throughTacit Knowledge Sharing Presented at: The United States Coast Guard Human Performance Technology Conference September 15, 2011 - Williamsburg, Virginia Ms. Janet Cichelli Serco, Inc. LinkedIn: janet-cichelli
- 2. Today’s Increasingly ComplexWork Environment The ability to figure things out, especially wicked problems, is now a key competency. Wicked problems differ from very hard problems. Developing a new weapon system is a hard problem, but it's not wicked, because the goal is pretty straightforward. • Righting a troubled economy • Deepwater Horizon Oil Spill • Haiti, Katrina --Now, that’s wicked
- 3. Knowledge • Knowledge iswhat people use to make decisions, such as whether to Explicit Knowledge correct a navigation course, or which action to take next. Tacit Knowledge • Knowledge may reside in people’s heads (expertise), information systems (data), or documents (information) • Knowledge can be created (innovation), moved (shared), or destroyed.
- 4. Knowledge Management • Knowledgecan be managed directly, e.g., by embedding knowledge tools and techniques in the work environment • Knowledge can be managed indirectly, by fostering an environment where knowledge activities (e.g., creation and sharing) are encouraged.
- 5. Most Tasks Involvea Combination of Data, Information & Expertise
- 6. The Human ElementIncreases as Knowledge Becomes More Complex
- 7. The Work &Problem Domain Complex Complicated A way to look at our work environments, in terms of the nature of the problems or tasks we face. Chaotic Simple * Content from jarche.com is protected under a Creative Commons Attribution-NonCommercial License
- 8. Simple Problems Some problems are Simple Complex Complicated Subject to simple cause and effect. Predictable: I do this and that always happens. Chaotic Simple
- 9. Complicated Problems Some problems are Complicated Complex Complicated • Requires a body of knowledge • Specialists invest in this body of knowledge. • Trainers seek to transfer this body of knowledge. • This can sometimes be Chaotic Simple limiting – get so invested in the Complicated that we can get ―stuck.‖
- 10. Complex Problems The newcannot be known. New problems tend to be Complex or Chaotic. Complex Complicated • We can only know the cause and effect after the event. • Practices emerge via trial and error, and interaction . with the changing environment and the problem. • We must engage the problem and learn by Chaotic Simple probing. • Requires different approach to training for defined Methods to solve simple and complicated problems problems and measurable will not work with complex ones outcomes.
- 11. The Work &Problem Domain Complex Complicated Emergent Good Practice Practice Novel Best Practice Practice Chaotic Simple
- 12. Training Challenges Training looks backwards, at what Complex Complicated worked in the past (good & best practices), and Emergent Good creates a controlled Practice Practice environment to develop knowledge and skills. Novel Best Training Practice Practice Chaotic Simple
- 13. To Address Complexity,Organizations Need to Support Emergent Work Practices This means having an environment to support • collaboration, • conversation, • synthesis, • pattern recognition, • and creative tension all within a secure and trusting environment.
- 14. The Power ofSocial Media is Its Potential to Support Emergent Work Practices Tools and social networks: • Enable conversation and collaboration • Has greatest value in sharing tacit knowledge • Can directly support emergent work practices How social media tools get used is itself an emergent practice.
- 15. Methods for SupportingEmergent Practices Social Media integrated with Serious Games • Identify expert performer patterns • Convert tacit knowledge to explicit knowledge • Continuously improve training Social Media integrated with Enterprise Portal Applications • Real-time conversation & collaboration • Fostering of communities of practice (CoP) • Provides for communication, synthesis, and creative tension
- 16. Methods for SupportingEmergent Practices Social Media integrated with Serious Games • Identify expert performer patterns Crowdsourcing • Convert tacit knowledge to explicit knowledge • Continuously improve training Social Media integrated with Enterprise Portal Applications • Real-time conversation & collaboration • Fostering of communities of practice (CoP) • Provides for communication, synthesis, and creative tension
- 17. What is Crowdsourcing? Crowdsourcingis • a social networking method that leverages the collective experience and intelligence of a group. • the act of outsourcing tasks, traditionally performed by an employee or contractor, to an undefined, large group of people or community (a "crowd"), through an open call (www.wikipedia.com).
- 18. Crowdsourcing Emergent Practicesfor Fighting Somali Pirates Somalia has complex economic, social, and political problems The complexity and uncertainty make it difficult to arrive at simple solutions. The diversity of interests and perspectives will confound future solutions, military or otherwise. MMOWGLI (Massive Multiplayer Online WarGame Leveraging the Internet) marks the first major effort by the American military to help "crowdsource" new ideas and different opinions to look at hard problems.
- 19. First: The Challengeis Presented
- 20. Next: Play YourIdeas Each card is a ―micro-strategy‖—140 characters of your best thinking about how to meet this challenge.
- 21. Micro-Strategies Build upto Breakthrough Strategies Scan ideas from others and respond with ideas that build on theirs.
- 22. Crowdsourcing Spurs “Out-of-the-Box”Thinking Encourages ―novel combinations and complex interactions of ideas‖ on anti- piracy strategy that ―otherwise might not emerge from more traditional wargame approaches.‖
- 23. Methods for SupportingEmergent Practices Social Media integrated with Serious Games • Identify expert performer patterns • Convert tacit knowledge to explicit knowledge • Continuously improve training Social Media integrated with Enterprise Portal Applications • Real-time conversation & collaboration • Fostering of communities of practice (CoP) • Provides for communication, synthesis, and creative tension
- 24. Methods for SupportingEmergent Practices Social Media integrated with Serious Games • Identify expert performer patterns • Convert tacit knowledge to explicit knowledge • Continuously improve training Social Media integrated with Enterprise Portal Applications • Real-time conversation & collaboration Micro-Blogging • Fostering of communities of practice (CoP) • Provides for communication, synthesis, and creative tension
- 25. What is Micro-Blogging? Micro-bloggingis • A form of blogging that allows users to write brief text updates (usually less than 140 characters) and publish them. • Can be viewed by anyone or by a restricted group chosen by the user.
- 26. What Micro-Blogging LooksLike Twitter Yammer
- 27. Integrating Micro-Blogging withCoPs Embed Micro-Blogging tools on an enterprise portal to make conversation, groups and profiles social, real time, and mobile. • Integrate content with context • Support conversation and experiential learning • Spawn ad hoc conversations and groups • Enable communication from remote locations • Support photo uploads, ratings, polls, comments • Mobile availability and continuity
- 28. Support Mobile Availability& Continuity Always-Carried, Always-On Access via iPhone/iPad – Blackberry - Android • Anytime, anywhere access • Support and knowledge- sharing at the point of need • Potential for location-based learning • Supports/enhances two-way interaction • Reach-back to experts & support
- 29. Enabling Conversation andPerformance Example: Incident Response Capability: Alert and mobilize an entire workforce, across all communication channels. Ensure safety, awareness, and accurate information sharing. • Create Crisis Comms Group • Launch Group with Events, use for planning activities • Crowd-source ideas, coordinate • Create, align, and publish across Groups and Communities
- 30. Bringing Together Learning& Work The integration of learning and work is no longer just an ideal. It is a necessity in today’s complex world.
- 31. In Summary • New work problems are increasingly complex • Less about trying to determine a lock-step process toward a predictable outcome • More about supporting and influencing possibilities • Falls squarely into the Human Performance domain • Requires tacit knowledge that cannot be documented as best practice • Social media tools and methods can support 31 emergent practices
- 32. Questions? Conversation. Janet Cichelli Practice Manager, Advanced Learning & KM Serco North America 240-778-1223 janet.cichelli@serco-na.com