A Process Framework to Capture Tacit Knowledge Using Storytelling Khairul Shafee Kalid and Ahmad Kamil Mahmood Universiti Teknologi PETRONAS KMICE 2012 Johor Bahru
Transcript
1. A Process Framework to Capture TacitKnowledge Using
StorytellingKhairul Shafee Kalid and Ahmad KamilMahmoodUniversiti
Teknologi PETRONAS KMICE 2012 Johor Bahru
2. Presentation OutlineIntroductionProblem
StatementObjectiveRelated WorkResearch MethodFindings Knowledge
Story Construction Process FrameworkDiscussionLimitation of
StudyConclusion
3. Introduction One of the main challenges of KM is to capture
tacit knowledge (Linde, 2001) Tacit knowledge is defined as
personal knowledge embedded in individual experience. One of the
way to capture and communicate tacit knowledge is storytelling.
Storytelling is defined as orally communicating ideas, beliefs,
personal experiencec and lessons learned (Groce, 2004) Stories
provide a bridge between the tacit and explicit (Gabriel,
2000)
4. Problem Statement Storytelling is a powerful mean to share
knowledge (Denning, 2000) Some of the challenges of storytelling
are: Lack of understanding on what storytelling is and how it can
be used in the organization (Iofredda and Angelo, 2008) The
more-experienced might have difficulties in transferring their
tacit knowledge to less-experienced colleagues (Awad and Ghaziri,
2010) Lack of emphasis on how knowledge story is constructed.
5. Objective To understand the process of constructing
knowledge story. To identify the roles and phases involved in
constructing a knowledge story. To develop a process framework that
guides KM people to construct knowledge stories.
6. Related Work Source Application ConstructionSantoro and
Brezillon (2005) TellStory Context Framework 5W1H StructuredAcosta
et al (2004) StoryMapper Concept Maps Each node represent
eventsKatzeff and Ware (2006) The Well Video record
UnstructuredOther related storytelling Main charactersliterature
from literary work Settings Plot Problem Resolution
7. Research Method Exploratory appraoch Group semi-structured
interview 5 groups with 4-5 participants in each group Students in
Knowledge Management classes.
8. Research Methods Data are collected from the interview
sessions and the knowledge story that has been written. The
interview questions generally revolves around their approach in
constructing the story. Interview sessions were transcribed and
analyzed hermeneutically. Nvivo8 were used in organizing and
analyzing the data.
9. Knowledge Story Construction Process Framework Provides
purpose of knowledge Identify knowledgestory Embed knowledge into
story The term understanding and familiarize was used Capturing
Knowledge Source
10. Knowledge Story ConstructionProcess Framework List and
organize of ideas and events
11. Knowledge Story ConstructionProcess Framework Manager
Editor Colleagues Wrap knowledge into narrative form.
12. Knowledge Story Structure Knowledge Story Title Knowledge
Transfer Factors in an IT Organization Begin
(Introduction)Settings, context and characters What should I write
about En Ahmad? Well, I tell you a story about En AhmadsIntent
significant contribution in my eyes. I remember En Ahmad just came
back from a knowledge management course. When he got back, he
introduced changes.Problems/Conflict. . . Middle (Knowledge) . En
Ahmad spear headed the knowledge portal project. In this portal, I
am able to Authors journey know who knows what in the department. I
know what are the expertise and the Visualization of concept skills
that each personnel has in the IT department. Simplification of
concept Solutions to problem Contextual information Overall, I
think that En Ahmad, has done a lot in terms of promoting knowledge
transfer in the organization. Even though he is retired, but his
contributions will always be remembered.Ending (Reflective)Lessons
learnedSolutionsOutcome
13. Discussion Experiential knowledge Convey conflict,
failures, lessons learned and contextual information Enhance
awareness and change mental model Easier to construct Procedural
knowledge Provides contextual information to the phases
Constructing the story can be challenging Declarative knowledge
Simplify complex concepts Constructing the story is quite
challenging. Requires understanding on the subject.
14. Limitation of the Study The knowledge stories constructed
are written-based therefore the process framework could be biased
towards written knowledge story. The participants of this study are
students. Thus the story is not really organizational type. The
type of knowledge that was storytized in this study are
experiential, declarative and procedural.
15. Conclusion This process framework guides KM personnel to
construct stories that are used in the context of KM. The findings
of this exploratory study has identified the roles and the phases.
Knoweldge articulation, Develop story sequence, Embed knowledge and
Review Knowledge owner, story constructor, approver/editor,
knowledge user