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
Consensus
Nominal
Delphi

(Conventional & Electronic)

Decision Making

Group Technique

Method

Repertory
Concept

Grid

Mapping

Blackboarding
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Chapter 5: Some Knowledge Capturing Techniques

On-Site Observation
Process

of observing,
interpreting, and recording
experts 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, consensusbased 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
Watch
Call

experts to generate ideas

for signs of convergence

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 Ebrainstorming

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
single expert
Encourages the more passive
experts to participate
Results in a set of prioritized
solutions or recommendations

NWRI-USA 2003

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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 experts 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 experts 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
A. Inexperience

T1

T2

T3

T4

T5

T6

Scale: 1 to 3

B. Academically
Ill-qualified

C. Poor
Appearance

D. Not punctual

E. Introverted

Dixie
John
Barry
Curt
Lester
Joanne

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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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Chapter 5: Some Knowledge Capturing Techniques

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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Chapter 5: Some Knowledge Capturing Techniques

Concept Map - A Simple

Example

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Chapter 5: Some Knowledge Capturing Techniques

Steps in Concept Mapping

1 Preparation of Project
Participants, focus, schedule
2
Idea Generation
(focus for brainstorming)

6
Utilization
STEPS IN
CONCEPT
MAPPING

5
Interpretation
(cluster analysis)

Representation

3
Idea Structuring
(sorting/rating
statements)

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Chapter 5: Some Knowledge Capturing Techniques

Concept Map on Pathogens

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

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Chapter 5: Some Knowledge Capturing Techniques

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
the problem has been
solved

Join Information Technologies 2003

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Chapter 5: Some Knowledge Capturing Techniques

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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Chapter 5: Some Knowledge Capturing Techniques

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 experts
knowledge and reasoning
process

Use the interpretation to

build rules that represent
experts solutions
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Chapter 5: Some Knowledge Capturing Techniques

Voting in each group

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