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
5-2
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
5-3
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
5-4
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
5-5
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
5-6
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
5-7
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
5-8
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.
5-9
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.
5-10
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.
5-11
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
5-12
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.
5-13
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
5-14
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
5-15
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
5-16
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.
5-17
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
5-18
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
5-19
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
5-20
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
5-21
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
5-22
Chapter 5: Some Knowledge Capturing Techniques
Job Interview Rating Repertory Grid
(Example)
Construct
A. Inexperience
T1
T2
T3
T4
T5
T6
3
3
1
1
1
1
Scale: 1 to 3
B. Academically
Ill-qualified
2
1
2
1
1
3
C. Poor
Appearance
3
2
1
2
1
3
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
5-24
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
5-25
Chapter 5: Some Knowledge Capturing Techniques
Concept Map - A Simple
Example
5-26
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)
4
Representation
3
Idea Structuring
(sorting/rating
statements)
5-27
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.
5-28
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
5-29
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
5-30
Chapter 5: Some Knowledge Capturing Techniques
End of Lecture Five
5-31
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
5-32
Chapter 5: Some Knowledge Capturing Techniques
Voting in each group
5-33