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SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 1
Semantic
Skills &
Knowledge
Management
Net-Centric Approach to
Tacit Knowledge ManagementMichael Brown
SkillsNET Corporation
Michael Kruger
Federal Aviation Agency
Visibility into Embedded Knowledge & Expertise Assets
SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 2
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Skills &
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Most Important Knowledge and Expertise
MIKE
Today’s Objective
Overview of Ground Breaking KM Research
Identifying and Harvesting Hidden Knowledge and Employee Expertise
System to Auto Populate Knowledge & Expertise Assets
Introducing
SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 3
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Skills &
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ManagementMajor Research Objectives
1. Is it possible to capture operational and tacit
knowledge via net-centric event and content analysis?
2. Could such a process become ubiquitously imbedded
in every day workflow routines?
3. Would such a system increase visibility into Tacit
Knowledge and expertise data?
4. Could such a system be integrated into enterprise
architecture?
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• Automatically collect the organizational memory or tacit knowledge of current experts.
• Create an enterprise repository of tacit knowledge to sustain the current expert knowledge base, adding to it as it grows.
• Capture and populate informal practices and processes that are not captured in traditional Knowledge/CoPs.
• Bridge the gaps in unstructured business data between one or among many Knowledge/CoPs, enabling the enterprise to consolidate information for better knowledge fusion.
• Serve as a universal sharing mechanism that enables a supportive culture for knowledge sharing, and a culture that embraces “sharing knowledge is power” will help organizations to truly maximize their intellectual capital.
Projected Outcomes
The Tacit Knowledge Capture Process must….
SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 5
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Skills &
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ManagementFraming the Discussion
• Today’s organization are experiencing a convergence:
• Emerging technologies affecting work practices – Virtualization of work
• A maturing workforce – Retiring and/or moving on to second careers– Walking out the door with years of experience
• Hiring of Tech-savvy employees– High comfort and skill; technology is natural
• New Internet capabilities– Web 2.0 (social web) / Web 3.0 (semantic web)
• The Leadership mandate:
Maximize the enterprise’s intellectual capital via tacit knowledge management to optimize capability and competitiveness
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6
Pilot Project Design
• Literature and best
practices review to
support MIKE design
principles
• AJW-22 Personnel
Roster to identify
study participants
• 23 Field Trip
reports in several
formats (DOC, PDF,
etc.)
• 7,154 Record of
Assistance records
starting 10/2006 and
ending 6/2009
• 2,000 emails
SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 7
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Skills &
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Engineers
Proxy KM
Enterprise Intelligence
Org. Health Metrics
Performance Pattern Analysis
Event/Transaction Management
Context Patterns/
Risk Metrics
Business
Process
Management
CSSS
Context
Sensitive
Feedback
Causal Analysis Predictive Intelligence Strategy Formation
MIKE
KMIntelligence
ERP
Leadership
Performance Readiness
OJTMetadata
Library
School – OJT Courses
Content Disaggregation
AutotagAutobundle
Readiness Support
Policy/
Operational Change
Customer /Vendor Space
Enterprise Team
Context – Specific
Performance
Learning
Learning
Requirements
Legacy
Knowledge
Sources
Organization
Analysis
Customer Satisfaction
Support Services
Legacy Information /
Knowledge Resources
Shared Expertise
Context
Filters
TechNet
MIKE
Pilot
Enterprise Environment
SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 8
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Skills &
Knowledge
ManagementOntology Driven Structure
MIKE is self-populating - self-correcting – self learning
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Skills &
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Management
Sensor
Appliance
Associations/
Affiliation
Engine
Semantic/
NLP
Small Worlds
Context
Analytics
MIKE
Dashboard
Net-Centric
Event Management
/Content
Other Content
Sources
Taxonomic
Adjustment
Data Collection
1 32Dashboard
Semantic Analysis Data Alignment Data Presentation
Blog, Wiki
IM, etc.
Reports
Diagrams
Records
“We didn’t hire smart people so we could tell them what to do;
we hired them to tell us what to do.”
Integrated Net-Centric and Semantic Environment
Backroom Web 3.0
Most Important
Knowledge and
Expertise
MIKE
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Most Important Knowledge and Expertise Network
Welcome to MIKE. The ATO-ATCF Network of Tacit Knowledge Resources for Individuals and Teams
A Semantic Web solution to capture knowledge and expertise in reports, emails, and technical documents
SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 11
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Management This is the profile others will see.
Role, Specialty, Team,
Skills, Contact, Favorite
Websites
Recent
Experience
Recent
Solutions I
Contributed
My ATCF-PSG Role
My Top VerbsHigher / Lower
Order Thinking
Capability
Team Top Verbs
My System, Sub
Specialty, Parts
Expertise
My Profile Page
SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 12
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Skills &
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Management My Technical Associates Network Page
(Shared interest/expertise with others)
Team Expertise
Network Node
Graphic
FAA Associates
Shared Attributes
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My Expertise Page
Personal and
Team Expertise
Graphics
Search My Expertise
System, Specialty, Parts
Dynamic Themes / Patterns (email, wiki, blog, documents, etc.)
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Skills &
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Management My Experience Page
Personal and
Team Experience
Graphics
Search My Experience
If something was sent or used
Advised or Visited
Date, Airport, City, State, System
SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 15
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Skills &
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Management My Solutions Page
Personal and
Team Solutions
Graphics
Problem
My Solutions LibrarySearch My Solutions
View Charts/Video
SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 16
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Second line engineers
collaborate electronically
with other engineers who
use TK & EK to assist
Second line
engineers
receive a
request for
assistance
Second line
engineers
use TK to
formulate a
solution
Electronic artifacts
are “processed” and
added to MIKE
MIKE Data are shared to solve
new problems; solutions are then
added to MIKE as new TK
M I K E
EK with embedded TK
2.
3.
4.
5.
1.Vendors Field Technicians /
Engineers
Second line engineers
research Net-centric
and other content, e.g.,
Records of Assistance,
Tech Reports,
Handbooks, etc.
Contextual Environment
SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 17
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Skills &
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ManagementFeeding Legacy Applications
SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 18
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Skills &
Knowledge
ManagementMajor Outcomes / Results
• Extraction of data from social business, expertise and trust networks.
• Event-based filtering and navigation of e-mail, blog, wiki discussions.
• Uncovering hidden tacit knowledge in explicit knowledge artifacts.
• Filtering and navigation of VoIP telephony transactions.
Demonstrated easy harvesting of net-centric data and allowed for:
SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 19
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ManagementConclusion and Outlook
• Given the forces of change, more effective capturing and sharing
of TK across the enterprise is essential for maximizing
organizational performance and competitiveness; MIKE
technology can facilitate this.
• The work culture is migrating toward a Virtual Organization (VO)
operational environment; MIKE technology can help organizations
manage that imminent change.
• Tacit knowledge and sharing patterns can be captured, presented
and optimized without disruption to employees’ daily routine.
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Have questions / need more info?
Michael.brown@skillsnet.com
Mjkruger@aol.com