si km leaders call - using expertise
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Using Expertise - The Story So Far
Matt MooreInnotecture
November 2009
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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).
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Our methods
Narrative collection & sense-making (based on Cognitive Edge).
i. Blog for collecting & sharing stories.
ii.Workshops with anecdote circles & archetype/issue extraction (outputs available on wiki).
Online survey.
All outputs are publically available under CC.
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Narrative
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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).
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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)
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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.
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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/
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Role Knowledge
Role Knowledge
Relational KnowledgeRelational Knowledge
ExperienceExperience
Technical KnowledgeTechnical
Knowledge
SkillSkill
MemoryMemory
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
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The long tail of expertise
1
23
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
immediatelydetectable
Risk Factors
• Solo, not social• Infrequently applied• Memory-based, highly
contextual• High impact (risk/cost)• Absence not
immediately detectable
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Survey
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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.
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How critical is expertise/experience to your organisation's survival? 0 = no importance, 5 = critical.
2%4%
2%
4%
28%
61%
0
1
2
3
4
5
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Has a failure to manage or access expertise ever led to an operational failure in your organisation? Please give examples where relevant.
29%
2%
29%
40%
No, not that I know ofYes, catastrophic - organisa-tion-wide failureYes, major - significant fi-nancial and/or reputational lossYes, minor - some incon-venience to customers or staff
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Does your organisation have a risk mitigation strategy to protect against loss of experience/expertise?
13%
52%
30%
6%
Don't knowNoPartiallyYes
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Role Knowledge
Role Knowledge
Relational KnowledgeRelational Knowledge
ExperienceExperience
Technical KnowledgeTechnical
Knowledge
SkillSkill
MemoryMemory
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
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Which aspects of expertise are valued in your organisation and how strongly? You only need to choose the relevant ones.
Technical knowledge
Skill in performing specialist tasks
Memory of why things are done certain ways
Experience, ability to improvise
Know-who, strong networks
Role knowledge, know-how for particular jobs
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
LowMediumHigh
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Score the importance of the following expertise/experience challenges for a current or previous organisation, 0 = no importance, and 5 = critical importance
Getting accessBuilding expertise
Retirement lossRestructuring loss
Poaching lossExperts slowing innovation
Environment change
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
543210
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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