Sub-surface function

"Sub-surface function" is a specialist group of technical experts. Their functional management is strong across geographies and business units. They use discussion forums to share questions and solutions. They have strong leadership and are resourced by employees.

Ombudsman

We had a problem with our Ombudman organization. From a customer perspective, there was no consistency. If you put 10 ombudsmen in a room together, you will get 35 decisions. We encouraged experts in our organizational siloes to talk to each other. We got them in a room together and asked them to discuss what to do in a particular situation. We then put these discussions in our knowledge base. We still have multiple opinions but at least these are now visibl

Expert as a Role Model

You need “deep smarts” to solve problem instantly, help you to consider the relevant and critical areas. My role model is an ex-boss (American), in a complex industry with brand new technology, uncertain environment with small group of people. Trust was very important to him – he would select someone he can trust and work with. He considered what we could do if the plan did not work, what support we could get from Headquarters. He had a very clear communication style. He gave empowerment to his subordinates, and had a great sense of right timing, so he really had “deep smarts”.

Young People Are Not Necessarily Good at Technology

We assume that young people are going to be expert technology users but this is not true. Not all young people use technology well and they often cannot use search engines successfully.

The Hidden Expert

This is a story about how a common secretarial worker became the most expert person. The secretary does all of the filing and the managers are completely dependent on her. She had developed the system and assumed how to transfer to another secretary would be easy. But it will not be an easy knowledge transfer, and the managers are completely out of the loop.

Change in Decision Patterns

I was working in South Africa. We needed to transfer the white managers’ experience to black managers. The program was 6 months long. In the first 3 months, the black managers shadowed the white managers and it was switched around for the next 3 months. Black managers made the decisions and the white managers coached. The problem was that judgments made in the past were not valued today and they had disagreements. So they had to work on a meta level and work out principles.

Young People and New Expertise

Young people are good with electronic gadgets. Why can they use these gadgets easier than older people? Young people can accept new ideas easily. Life experience may not be that important in today’s world

Assessing Expertise through Peer Review

In the Communist party in China, trust is built using peer-review. They bring in a bunch of people to meetings to observe how people operate and make judgments on their expertise and potential based on that.

Experienced But Not Expert

This was an experienced sales person with 25 years of experience who had good and bad habits. He could identify the customers and their roles in the deal-making process, such as price points and relationships between them. But he could not read other internal characteristics they had, such as low esteem.

The Emperors Have No Clothes

Sometimes the Emperor has no clothes. I have seen cases where experts draft complex solutions and show off their expertise, and an outsider notices an obvious flaw. Is the expert always an expert?

More Than a Job Title

Expertise is more than a name. Job titles in organisations don’t describe or indicate expertise, though people assume they do. We need to think more broadly than title.

The Expertise Audit That Wasn't

We wanted to get to know other organizations in the company. We put our top 3 areas of expertise in a table but it turned out that everyone put what they wanted to be instead of what they are.

Memory is linked to context

From a blog post by Shawn Callahan 10/11/08

Remembering experiences is heavily dependent on surroundings. I’m currently helping an energy company learn the lessons from retiring employees. I’m videoing their experiences with the view to facilitating sessions using the footage; it’s not really about capturing knowledge, just sparking new conversation based on what’s captured. My last subject was the company’s network controller. He’d been in the role for 10 years and I interviewed him in his office, which was right next to the control room. The control room looks like a mini version of the one from the movie The China Syndrome. His office has a window looking into the control room and it is festooned with charts and whiteboard diagrams. Everywhere you look are computer screens. He has a large table in the middle of his office, which has been the site of many disaster response war rooms. He was brimming with stories.

The network controller was retiring two weeks after my interview and I asked whether I could interview him again at his home. He was happy to help. A month later we met in his lounge room and the response was noticeably different. The stories weren’t as rich. It was harder for him to recall the events. The surroundings didn’t contain the memories and prompters to help him remember what he knew. Surroundings make a big difference to what people can recall.

http://www.anecdote.com.au/archives/2008/11/ask_a_gardner_w.html

What's My Line?

In the 1950's there was a popular TV show in the US called "What's My Line?". The panel, composed of minor celebrities, would hear a brief description of the interest job or accomplishments of an otherwise little known person. then 3 individuals would appear, each claiming to be the person whose bio had just been read. The panelists would ask them questions for 10 minutes to try to determine which of the 3 was the real person and which 2 were imposters. The panelists would succeed about 2/3 of the time. The lesson for the real world is that we are not so good at detecting fraud as we might like to think. We are easily misled by appearances and our prejudices and preconceptions.

Virtuous Cycle

When I started here, I took over marketing. I did not know much about the company then. The person before me was very organized in what she left behind. I managed to do my work better. Now, I understand importance of leaving organized work behind now.

The Unusual Suspects

My office boy and my secretary are my knowledge guys; they know everything about everything. It is not just the formal experts in the organization who know.

To Catch a Thief…

In police work, we use serious offenders or people who think like criminals. They are best in catching crooks or working out faults or security risks but they often get caught doing bad things.

Sniffing Things Out

At the homeless shelter, you need to be able to discern quickly if people are “dry” before you let them in. You have to differentiate between ex-alcoholics and those who are drunk or on drugs. You need to work out quickly at the doorstep. You don’t want to admit people who are on drugs or drunk as they will affect others.

Expertise is in the eyes of the receiver

In 1986 I took my first tentative steps as a new "knowledge engineer" looking to extract the expert knowledge from Maurie, a veteran Iron Ore Sintering Plant Foreman, who was due to retire in 12 months. He had been doing the job for 35 years and was considered by his "juniors" an out and out "Expert" despite their own 20+ years in their jobs. Armed with the latest Expert Systems tools and techniques I set about capturing the essence of how he went about managing this complex thermodynamic process. I developed a large rule base which I simulated in back shifts with less expert operators. What I found was that my rule base didn't really contain any startling insights or "gems" of wisdom. Virtually all of the more "junior" operators were doing similar things. None the less Maurie was the "acknowledged" expert. Back shifts on a Sinter plant provide ample time for reflection and discussion with backshift operators. The job was not all that hectic. Your expertise was put to the test when things went wrong. What I began to understand was that much of Maurie's expertise was related to the respect he had built up with his peers. He lived close to the plant and knew it like the back of his hand ... even to the extent of where the shovels and brooms were kept. He developed relationships easily and was on a first name basis with the then CEO of the company, who he had "trained" as a young graduate doing the rounds, right down to the most junior staff member. This experience has stayed with me throughout my lengthy KM experience. Perhaps Maurie in the end did not have superior technical knowledge to any of his peers. However his ability to share what he had through the trusted relationships he had built over time, meant that in the eyes of his peers he was a "true expert"

Numbers & Letters

We have a member of our library staff who helps with the shelving. He has been there for 7 years. One day he asked "Do the numbers on come before the letters?" He obviously hadn't taken anything in!