A process framework to capture tacit knowledge using storytelling
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1) The document presents a process framework for constructing knowledge stories to capture tacit knowledge through storytelling. 2) It identifies key phases in the knowledge story construction process: knowledge articulation to understand the knowledge source, developing a story sequence, embedding the knowledge into the story, and reviewing the story. 3) Roles involved include the knowledge owner, story constructor, approver or editor, and knowledge user. The framework aims to guide capturing and sharing of tacit knowledge through structured storytelling.
A process framework to capture tacit knowledge using storytelling
- 1. A Process Framework to Capture Tacit Knowledge Using Storytelling Khairul Shafee Kalid and Ahmad Kamil Mahmood Universiti Teknologi PETRONAS, Malaysia, Done by : Abdullah Alhroub Submitted to : Dr. Ahmad Shraideh Knowledge Management International Conference (KMICe) 2012, Johor Bahru, Malaysia, 4 – 6 July 2012 1
- 2. Presentation Outline Introduction Problem Statement Objective Related Work Research Method Findings – Knowledge Story Construction Process Framework Discussion Limitation of Study Conclusion
- 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 experiences and lessons learned (Groce, 2004) • Stories provide a bridge between the tacit and explicit (Gabriel, 2000)
- 5. • 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.
- 6. 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.
- 7. Related Work Source Application Construction Santoro and Brezillon (2005) TellStory Context Framework 5W1H Structured Acosta et al (2004) StoryMapper Concept Maps Each node represent events Katzeff and Ware (2006) The Well Video record Unstructured Other related storytelling literature from literary work Main characters Settings Plot Problem Resolution
- 8. Research Method • Exploratory approach • Group semi-structured interview 5 groups with 4-5 participants in each group Students in Knowledge Management classes
- 9. 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 analysed hermeneutically. • Nvivo8 were used in organizing and analysing the data.
- 10. Knowledge Story Construction Process Framework •Provides purpose of knowledge story •Identify knowledge •Embed knowledge into story the broad processes that help in discovering, capturing, sharing and applying knowledge. •Capturing Knowledge •Source •The term “understanding” and “familiarize” was used
- 11. Knowledge Articulation • Preliminary discussions between participants involve understanding the knowledge source • They attempted to familiarize themselves with the subject of the knowledge and to comprehend the content of the knowledge source.
- 12. •List and organize of ideas and events
- 13. Develop Story Sequence The articulation of knowledge source yields a list of • items, • events or phases. These lists are further organized which results in the flow of the story, story components and structure.
- 14. •Manager •Editor •Colleagues •Wrap knowledge into narrative form.
- 15. Embed Knowledge Knowledge is embedded in story in two ways. • Firstly, knowledge can be wrapped in the form of lessons learned in which the story includes undesirable settings or events that the readers can learn from it. • Secondly, stories provide knowledge with context The knowledge wrapper is responsible in identifying the knowledge and ensures that the knowledge is embedded in the story. a link that connects the purpose of the knowledge source to the story. A knowledge story should have a purpose which needs to be stated in the story
- 16. Review • It is absolute necessary for a knowledge story to be reviewed and edited to ensure that knowledge is embedded in the story • The editor checks the accuracy of the events, grammatical errors and coherency of the story
- 17. Knowledge Story Structure Knowledge Transfer Factors in an IT Organization What should I write about Mr.Abdullah ? Well, I tell you a story about Mr.Abdullah significant contribution in my eyes. I remember Mr.Abdullah just came back from a knowledge management course. When he got back, he introduced changes. . Mr.Abdullah spear headed the knowledge portal project. In this portal, I am able to know who knows what in the department. I know what are the expertise and the skills that each personnel has in the IT department. Overall, I think that Mr.abdullah, 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. •Knowledge Story Title •Begin (Introduction) Settings, context and characters Intent Problems/Conflict. •Begin (Introduction) Settings, context and characters Intent Problems/Conflict. •Ending (Reflective) Lessons learned Solutions Outcome
- 19. 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.
- 20. 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. Knowledge articulation, Develop story sequence, Embed knowledge and Review Knowledge owner, story constructor, approver/editor, knowledge user