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Net-centric tacit knowledge management

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SIKM
SIKM

The document discusses a research project aimed at developing a system called MIKE (Most Important Knowledge and Expertise) to automatically capture tacit knowledge and expertise within an organization. The project seeks to embed such a system in everyday workflows to increase visibility of tacit knowledge assets. It outlines the major research objectives and projected outcomes. A pilot project was designed involving personnel records, field trip reports, and emails from a federal agency to test MIKE's design principles in an enterprise environment.

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Semantic Skills & Knowledge Management Net-Centric Approach to Tacit Knowledge Management Michael 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 1
Semantic Skills & Knowledge Management 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 Most Important Knowledge and Expertise MIKE SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 2
Semantic Skills & Knowledge Management Major 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? SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 3
Semantic Skills & Knowledge Management Projected Outcomes The Tacit Knowledge Capture Process must…. • 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. SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 4
Semantic Framing the Discussion Skills & Knowledge Management • 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 SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 5
Semantic Skills & Knowledge Management 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 6 SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 6
Semantic Skills & Knowledge Management Enterprise Environment Context Sensitive Customer /Vendor Space Feedback Enterprise Team Customer Satisfaction CSSS Support Services Causal Analysis Predictive Intelligence Strategy Formation MIKE Pilot Leadership Context Patterns/ Risk Metrics Context – Specific Performance Learning Business Shared Expertise Engineers Process Management ERP Organization MIKE Analysis Context Filters Proxy KM Legacy Knowledge Sources Performance Readiness TechNet Metadata OJT Intelligence KM Library Legacy Information / Knowledge Resources Autobundle Autotag Enterprise Intelligence Org. Health Metrics Content Disaggregation Performance Pattern Analysis Policy/ Event/Transaction Management Operational Change Learning Requirements Readiness Support School – OJT Courses SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 7
Semantic Skills & Knowledge Management Ontology Driven Structure MIKE is self-populating - self-correcting – self learning SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 8
Semantic Skills & Knowledge Management Backroom Web 3.0 Integrated Net-Centric and Semantic Environment Most Important Knowledge and Expertise MIKE Data Collection Semantic Analysis Data Alignment Data Presentation Net-Centric Event Management Dashboard /Content 1 2 3 Email Blog, Wiki Associations/ Semantic/ MIKE IM, etc. Sensor Context Taxonomic Affiliation NLP Appliance Small Worlds Analytics Adjustment Dashboard Other Content Engine Sources 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.” SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 9
Semantic Skills & Knowledge Management Welcome to MIKE. The ATO-ATCF Network of Tacit Knowledge Resources for Individuals and Teams Most Important Knowledge and Expertise Network 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 10
Semantic Skills & Knowledge My Profile Page Management This is the profile others will see. Role, Specialty, Team, Recent Skills, Contact, Favorite Experience Websites My ATCF-PSG Role My Top Verbs Higher / Lower Order Thinking Capability Team Top Verbs Recent Solutions I My System, Sub Contributed Specialty, Parts Expertise SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 11
Semantic Skills & Knowledge Management My Technical Associates Network Page (Shared interest/expertise with others) Team Expertise Network Node Graphic FAA Associates Shared Attributes SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 12
Semantic Skills & Knowledge My Expertise Page Management Search My Expertise Personal and Team Expertise Graphics Dynamic Themes / Patterns (email, wiki, blog, documents, etc.) System, Specialty, Parts SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 13
Semantic Skills & Knowledge Management My Experience Page Search My Experience If something was sent or used Personal and Team Experience Graphics Date, Airport, City, State, System Advised or Visited SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 14
Semantic Skills & Knowledge Management My Solutions Page Search My Solutions My Solutions Library Personal and Team Solutions Graphics View Charts/Video Problem SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 15
Semantic Skills & Knowledge Management Contextual Environment Second line engineers research Net-centric and other content, e.g., 4. MIKE Records of Assistance, Electronic artifacts Tech Reports, Handbooks, etc. 3. are “processed” and added to MIKE Second line engineers collaborate electronically EK with embedded TK with other engineers who use TK & EK to assist Second line 5. MIKE Data are shared to solve engineers new problems; solutions are then 2. use TK to added to MIKE as new TK formulate a solution Second line engineers receive a Vendors Field Technicians / 1. request for assistance Engineers SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 16
Semantic Skills & Knowledge Management Feeding Legacy Applications SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 17
Semantic Major Outcomes / Results Skills & Knowledge Management Demonstrated easy harvesting of net-centric data and allowed for: • 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. SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 18
Semantic Conclusion and Outlook Skills & Knowledge Management • 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. SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 19
Semantic Skills & Knowledge Have questions / need more info? Management Michael.brown@skillsnet.com Mjkruger@aol.com SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 20

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Net-centric tacit knowledge management

  • 1. Semantic Skills & Knowledge Management Net-Centric Approach to Tacit Knowledge Management Michael 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 1
  • 2. Semantic Skills & Knowledge Management 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 Most Important Knowledge and Expertise MIKE SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 2
  • 3. Semantic Skills & Knowledge Management Major 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? SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 3
  • 4. Semantic Skills & Knowledge Management Projected Outcomes The Tacit Knowledge Capture Process must…. • 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. SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 4
  • 5. Semantic Framing the Discussion Skills & Knowledge Management • 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 SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 5
  • 6. Semantic Skills & Knowledge Management 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 6 SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 6
  • 7. Semantic Skills & Knowledge Management Enterprise Environment Context Sensitive Customer /Vendor Space Feedback Enterprise Team Customer Satisfaction CSSS Support Services Causal Analysis Predictive Intelligence Strategy Formation MIKE Pilot Leadership Context Patterns/ Risk Metrics Context – Specific Performance Learning Business Shared Expertise Engineers Process Management ERP Organization MIKE Analysis Context Filters Proxy KM Legacy Knowledge Sources Performance Readiness TechNet Metadata OJT Intelligence KM Library Legacy Information / Knowledge Resources Autobundle Autotag Enterprise Intelligence Org. Health Metrics Content Disaggregation Performance Pattern Analysis Policy/ Event/Transaction Management Operational Change Learning Requirements Readiness Support School – OJT Courses SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 7
  • 8. Semantic Skills & Knowledge Management Ontology Driven Structure MIKE is self-populating - self-correcting – self learning SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 8
  • 9. Semantic Skills & Knowledge Management Backroom Web 3.0 Integrated Net-Centric and Semantic Environment Most Important Knowledge and Expertise MIKE Data Collection Semantic Analysis Data Alignment Data Presentation Net-Centric Event Management Dashboard /Content 1 2 3 Email Blog, Wiki Associations/ Semantic/ MIKE IM, etc. Sensor Context Taxonomic Affiliation NLP Appliance Small Worlds Analytics Adjustment Dashboard Other Content Engine Sources 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.” SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 9
  • 10. Semantic Skills & Knowledge Management Welcome to MIKE. The ATO-ATCF Network of Tacit Knowledge Resources for Individuals and Teams Most Important Knowledge and Expertise Network 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 10
  • 11. Semantic Skills & Knowledge My Profile Page Management This is the profile others will see. Role, Specialty, Team, Recent Skills, Contact, Favorite Experience Websites My ATCF-PSG Role My Top Verbs Higher / Lower Order Thinking Capability Team Top Verbs Recent Solutions I My System, Sub Contributed Specialty, Parts Expertise SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 11
  • 12. Semantic Skills & Knowledge Management My Technical Associates Network Page (Shared interest/expertise with others) Team Expertise Network Node Graphic FAA Associates Shared Attributes SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 12
  • 13. Semantic Skills & Knowledge My Expertise Page Management Search My Expertise Personal and Team Expertise Graphics Dynamic Themes / Patterns (email, wiki, blog, documents, etc.) System, Specialty, Parts SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 13
  • 14. Semantic Skills & Knowledge Management My Experience Page Search My Experience If something was sent or used Personal and Team Experience Graphics Date, Airport, City, State, System Advised or Visited SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 14
  • 15. Semantic Skills & Knowledge Management My Solutions Page Search My Solutions My Solutions Library Personal and Team Solutions Graphics View Charts/Video Problem SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 15
  • 16. Semantic Skills & Knowledge Management Contextual Environment Second line engineers research Net-centric and other content, e.g., 4. MIKE Records of Assistance, Electronic artifacts Tech Reports, Handbooks, etc. 3. are “processed” and added to MIKE Second line engineers collaborate electronically EK with embedded TK with other engineers who use TK & EK to assist Second line 5. MIKE Data are shared to solve engineers new problems; solutions are then 2. use TK to added to MIKE as new TK formulate a solution Second line engineers receive a Vendors Field Technicians / 1. request for assistance Engineers SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 16
  • 17. Semantic Skills & Knowledge Management Feeding Legacy Applications SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 17
  • 18. Semantic Major Outcomes / Results Skills & Knowledge Management Demonstrated easy harvesting of net-centric data and allowed for: • 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. SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 18
  • 19. Semantic Conclusion and Outlook Skills & Knowledge Management • 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. SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 19
  • 20. Semantic Skills & Knowledge Have questions / need more info? Management Michael.brown@skillsnet.com Mjkruger@aol.com SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 20