OTHER KNOWLEDGE

CAPTURE TECHNIQUES

Lecture Five
(Chapter 5, Notes;
Chapter 6, Textbook)
Chapter 5: Some Knowledge Capturing Techniques

Review of Lecture 4
 The Knowledge Capture Process
 Single vs. Multiple Experts (Pros and
Cons)
 Interview As Knowledge Capture Tool
 Sources of Errors and Problems in
Interview

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Chapter 5: Some Knowledge Capturing Techniques

Other Techniques
 On-site Observation (Action Protocol)
 Brainstorming (Conventional & Electronic)
 Consensus Decision Making
 Nominal Group Technique
 Delphi Method
 Repertory Grid
 Concept Mapping
 Blackboarding
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Chapter 5: Some Knowledge Capturing Techniques

On-Site Observation
 Process of observing,
interpreting, and recording
expert’s problem-solving
behaviour as it takes place

 Places the knowledge

developer closer to the
actual steps and procedures
used by the experts
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Chapter 5: Some Knowledge Capturing Techniques

On-Site Observation (cont)

Problems:
 Some experts do not like to be
observed

 Reactions from peers during

observation can be distracting

 Accuracy or completeness of
captured knowledge weakened
by time gap between
observation and recording

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Chapter 5: Some Knowledge Capturing Techniques

Brainstorming
 An unstructured, consensus-
based approach to generating
ideas about a problem
 Suitable for multiple experts
 All possible solutions
considered equally
 Goal is to foster the frequency
of responses during the session
 Conclude by idea evaluation
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Chapter 5: Some Knowledge Capturing Techniques

Role of Knowledge Developer

in Brainstorming Session
 Introduce and coordinate the
brainstorming session
 Give experts a problem to consider
 Prompt experts to generate ideas
 Watch for signs of convergence
 Call for a vote to reach agreement

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Chapter 5: Some Knowledge Capturing Techniques

Electronic Brainstorming
 Computer-aided approach to
brainstorming
 Promote instant exchange of
ideas between experts
 Require a pre-session plan to
identify objectives and
structures the agenda
 Anonymity reduces effects of
shyness, etc.
 Shorter meeting with concise
recommendations
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Chapter 5: Some Knowledge Capturing Techniques

Electronic Brainstorming (Ex.)

 An example of a software supporting E-
brainstorming
 A session can present a number of
electronic sheets to collect ideas from the
participants.

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Chapter 5: Some Knowledge Capturing Techniques

Electronic Brainstorming (Ex.)

 Participants enter ideas in one sheet while
reading ideas that have already been entered.
 Knowledge developer provides guidance on
exactly how this activity will function.

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Chapter 5: Some Knowledge Capturing Techniques

Protocol Analysis
 Think-aloud approach
 Expert verbalizes while going through a
problem solution
 Protocols are recorded and analyzed
 Knowledge developer does not
interfere in the solving process
 Structuring of recorded information
occurs when knowledge developer
analyzes the protocols.
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 Chapter 5: Some Knowledge Capturing Techniques

Consensus Decision Making

 Consensus is a process for group
decision-making
 Input of all participants are
gathered and synthesized to
arrive at a final decision, that is
acceptable to all
 Through consensus, not only
achieve better solutions, but also
promote community and trust
 As a tool, it follows brainstorming
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 Chapter 5: Some Knowledge Capturing Techniques

Consensus Procedure (Steps 1-4)

A proposal for resolution is put forward
 Amend and modify proposal through
discussion
 Those participants who disagree with the
proposal have the responsibility to put
forward alternative proposals
 The one who put forward the proposal, with
help of facilitator, can choose to withdraw
proposal if seems to be dead end.

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 Chapter 5: Some Knowledge Capturing Techniques

Consensus Procedure (Steps 5-8)

 When a proposal seems to be well
understood and no new changes asked for,
the facilitator confirm any objections
 If no objections, the facilitator can call for
consensus
 If there are still no objections, then after a
moment of silence, you have the decision
 If consensus appears to have reached, the
facilitator repeats the decision so everyone
is clear
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Chapter 5: Some Knowledge Capturing Techniques

Nominal Group Technique

(NGT)
 An idea writing technique
 A structured variation of small
group discussion method
 Prevents the domination by a
NWRI-USA  2003
single expert
 Encourages the more passive
experts to participate
 Results in a set of prioritized
solutions or recommendations
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Chapter 5: Some Knowledge Capturing Techniques

NGT (Steps 1-4)

 Divide the people present into small groups
of 5 or 6 members, sitting around a table
 State an open-ended question (“What are
some ways we could encourage people to
car pool?”)
 Have each Person spend several minutes in
silence individually brainstorming all possible
ideas and write these ideas down
 Have each group, collect the ideas by
sharing them in a round-robin fashion, while
recording them on a flipchart
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Chapter 5: Some Knowledge Capturing Techniques

NGT (Steps 5-7)

 Have each Person evaluate the ideas and
anonymously vote for the best ones (e.g.,
best idea gets 8 points, next best 7 points,
third best 6 points, etc)
 Share votes within the group and tabulate. A
group report is prepared showing the ideas
having most points.
 Allow time for brief group presentations on
their solutions.

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Chapter 5: Some Knowledge Capturing Techniques

NGT (Advantages)
 Effective in minimizing differences in status
among multiple experts

 Each expert has an equal chance to

express ideas in parallel with other experts
in the group(s)

 With the discussion proceeds in controlled

order, it can be more efficient and
productive than brainstorming

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Chapter 5: Some Knowledge Capturing Techniques

NGT (Drawbacks)
 Technique can be time consuming

 Could promote impatience among experts

who must listen to discussions with other
experts

 With multiple experts sharing expertise, a

cause of difficulty in adopting the best
solution

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Chapter 5: Some Knowledge Capturing Techniques

Delphi Method
 A survey of experts
 A series of questionnaires
developed to pool experts’
responses in solving a
difficult problem
 Each expert’s contributions
shared with rest of experts
by using results of one
questionnaire to construct
the next questionnaire
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Chapter 5: Some Knowledge Capturing Techniques

Delphi Method (Pros and Cons)

Pros
 Anonymous response
 Controlled feedback
 Statistical group response

Cons
 Poorly designed questionnaire can be
ineffective in capturing the complexity of the
problem domain
 Experts may lack complete knowledge to
base their answers
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Chapter 5: Some Knowledge Capturing Techniques

The Repertory Grid

 An expert conceptualizes the problem using
his or her own model
 Grid used to facilitate the capture and
evaluation of the expert’s model
 A representation of the experts’ reasoning
about a particular problem
 A grid can be a scale or a bipolar construct
on which elements are placed within
gradations

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Chapter 5: Some Knowledge Capturing Techniques

Job Interview Rating Repertory Grid

(Example)
Construct
T1 T2 T3 T4 T5 T6

A. Inexperience 3 3 1 1 1 1
B. Academically Scale: 1 to 3
2 1 2 1 1 3
Ill-qualified
C. Poor
3 2 1 2 1 3
Appearance
D. Not punctual 2 3 2 3 1 1
E. Introverted 2 3 2 2 1 1

Dixie
John
Barry
Curt
Lester
Joanne 5-23
Chapter 5: Some Knowledge Capturing Techniques

The Repertory Grid

(Pros and Cons)
 Benefit: may prompt the expert to think
more concretely about the problem and
how to solve it.
 Drawback: difficult to manage when large
grids are accompanied by complex details
 Because of complexity and manageability,
the tool is normally used in the early
stages of knowledge capture
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Concept Mapping
A network of concepts, consisting of
nodes and links
 A node represents a concept and a link
represents the relationship between
concepts.
 An effective approach for:
 design a complex structure (Web sites)
 generate or communicate ideas (e.g.,
during brainstorming)
 diagnose misunderstanding
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Concept Map - A Simple

Example

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Steps in Concept Mapping

1 Preparation of Project
Participants, focus, schedule

2
Idea Generation
6
(focus for brainstorming)
Utilization

STEPS IN
CONCEPT
MAPPING 3
Idea Structuring
(sorting/rating
5 4
statements)
Interpretation Representation
(cluster analysis)

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Concept Map on Pathogens

A pathogen, commonly known as germ,
is a biological agent that causes
disease to its host.

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Blackboarding (Groupware)
 Participants are
assumed experts with
unique experience
 Each expert has equal
chance to contribute to
the solution via the
blackboard
 Process continues until
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the problem has been
solved

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Blackboarding (Characteristics)
 Participants share a common protocol
for interaction
 Organized participation
 Iterative approach to problem solving
 Flexible representation of information
 Efficient storage and location of
information

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End of Lecture Five

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Chapter 5: Some Knowledge Capturing Techniques

Three important steps

 Use an appropriate tool or
technique to elicit
information from the expert

 Interpret the information

and infer the expert’s
knowledge and reasoning
process

 Use the interpretation to

build rules that represent
expert’s solutions
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Chapter 5: Some Knowledge Capturing Techniques

Voting in each group

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