Knowledge Capture Process

Originally published on December 19, 2016

14th in a series of 50 Knowledge Management Components (Slide 22 in KM 102)

Capture: collecting documents, presentations, spreadsheets, records, processes, software source, images, audio, video, and other files which can be used for innovation, reuse, and learning

Gartner defines knowledge capture as “one of the five activities of the knowledge management process framework. Knowledge capture makes tacit knowledge explicit, i.e., it turns knowledge that is resident in the mind of the individual into an explicit representation available to the enterprise.”

Dave Snowden asserts, “If you ask (people) to give you your knowledge on the basis that you may need it in the future, then you will never receive it.” This suggests that it is difficult to capture knowledge. And even if you do capture it, there is no guarantee that it will be reused.

Many KM programs emphasize capture too much — collecting lots of documents, but not being able to effectively reuse them. It is reasonable to question the value of devoting significant energy to document collection in advance of a need.

Taking these caveats into consideration, it is nonetheless useful to establish processes for capturing knowledge for later reuse. As long as you don’t get carried away with attempting to capture all documents, a capture process can be helpful in providing a supply of reusable content. There is still value in capturing some information in easily-retrievable repositories.

An example of a capture process is storing information on every project undertaken by an organization in a project repository. This allows members of the organization to search the database to find out if there is knowledge from previous projects which can be applied to new ones.

This can be used in multiple ways. Sometimes you need to answer the question “have you ever done this before” when proposing a new project to a customer. Or you want to review lessons learned from prior work. Reusing documents such as proposals, statements of work, project plans, and designs is another benefit of knowledge capture.

Not all of the documents created by previous projects may have been captured, but if the names of the project team members are available, then it is possible to contact them to request other relevant documents. And it can be helpful to discuss their experiences, insights, and suggestions before embarking on similar efforts.

A project repository can have a fairly simple entry form for information about the project. It might include the project name, a unique identifier, customer, industry, country, solution, a brief description of the project, and a list of the team members. This may be all the information that is required, with the option to associate other documents that are project related.

Another example is a white paper capture process for tips, rules of thumb, insights, or nuggets of knowledge. These can be categorized by the type of subject, and people can subscribe to and read the white papers based on their interests. If someone has solved a particular problem or has come up with a concept which they think other people might benefit from knowing, a capture process for easily publishing their knowledge can lead to sharing and reuse.

Without such a process, it’s possible that those who are known for their good ideas may be repeatedly contacted by others seeking the benefit of their experience and expertise. After the fifth or sixth time of explaining the same information over and over again, those being contacted will appreciate a way for them to capture that information so that it is in one place that everybody can access.

Collection and Supply

Capturing explicit knowledge requires collection processes and repositories, which involve attempting to codify and encapsulate knowledge in writing or some other form of stored data. Explicit knowledge is formal knowledge that can be conveyed from one person to another in systematic ways. Examples include books, documents, white papers, databases, policy manuals, email messages, spreadsheets, methodologies, multimedia, and other types of files.

Collection provides the supply side of knowledge. There must be a supply of knowledge in order for it to be reused. Supply-side knowledge management includes collecting documents and files, capturing information and work products, and storing these forms of explicit knowledge in repositories. Tacit knowledge can also be captured and converted to explicit knowledge by recording conversations and presentations, writing down what people do and say, and collecting stories.

Examples of supply include project databases, skills inventories, and document repositories. The content which is captured represents the raw materials. These can then be analyzed, codified, disseminated, queried, searched for, retrieved, and reused.

Even if every possible document and knowledge object is captured and stored, there is no resultant benefit unless there is significant reuse of all that content. Be sure to keep supply and demand approaches in balance.

Examples of Capture Methods

Here are five KM methodologies that can be used to capture knowledge.

  1. Exit Interview is a tool used to capture the knowledge of departing employees. Many firms conduct exit interviews, but these are usually focused purely on personnel factors. Exit Interviews can be part of a KM strategy and have knowledge capture as their focus.
  2. Knowledge Harvesting is a tool used to capture the knowledge of experts and make it available to others. Knowledge Harvesting converts expertise into knowledge assets. The organization can be protected from expensive personnel losses and defections, and from the unavailability of expertise when and where needed. A Retention Interview can be used for this.
  3. Knowledge Jam is a process for bringing out know-how via a facilitated conversation between knowers and seekers, with a built-in step to circulate or translate what was learned. Knowledge Jam helps to surface tacit knowledge, and puts it to work using the disciplines of facilitation, conversation, and translation.
  4. Knowledge Modeling, also known as Knowledge Capture and Modeling (KCM), is a process of creating a computer-interpretable model of knowledge or standard specifications about a kind of process, facility, or product. It is a cross-disciplinary approach to capture and model knowledge into a reusable format for purpose of preserving, improving, sharing, substituting, aggregating and reapplying it.
  5. Retrospect is a structured and facilitated knowledge capture meeting at the end of a project, involving as many of the project team as possible. It is a quick and effective way of capturing knowledge before team disbands. If a member from the next team to undertake a similar business challenge participates in the discussion, a retrospect for one team can serve as a peer assist for the next one.

Case Study: Knowledge Capture at HP

One of the three goals in the HP Engagement Knowledge Management program was capture, which meant capturing the content and experience from customer bids and projects. This included such things as project summaries, lessons learned, proven practices, white papers, bid documents, and project deliverables.

The formal goal was: Capture content and experience from all customer bids and projects (project profiles, lessons learned reports, bid/project documents, solution collateral/service kit content, knowledge briefs). It was measured by the number of new project profiles in the Project Profile Repository, divided by the number of new projects.

To help achieve the goal, HP embedded knowledge capture into the customer engagement process. The HP Customer Engagement Road Map was the process required to be followed from opportunity creation to delivery. It was the basis of the Engagement Knowledge Map on the HP Knowledge Network homepage. It displayed a grid of steps and resources necessary to carry out a client engagement.

Across the top of the grid were five categories: opportunity creation, opportunity evaluation, development and bid, negotiate and close, and delivery. People followed the roadmap because it was integrated into the process.

Knowledge Capture & Reuse (KCR) was an official process and policy which specified when knowledge is to be captured and reused. Project Startup included the required submission of a Project Profile to the Project Profile Repository (PPR). The Project Closeout process included a requirement to capture project lessons learned.

Initially, there was a problem with capturing project profiles. The quality of the information submitted was often poor, with missing or inaccurate data. HP assigned the people who supported the knowledge help desk an additional task: review all project profile submissions, and approve only those that met a minimum quality test. Those submissions which failed this test were followed up to ensure good data. HP measured and reported on the quality, and after a year, the quality was nearly 100% and the process was working perfectly.

Resources

  1. Knowledge Management Processes: Knowledge Capture by Sirje Virkus
  2. Don’t Just Capture Knowledge — Put It to Work by Kate Pugh and Nancy Dixon
  3. Effective Means to Capture Tacit Knowledge — video interview with Nancy Dixon by Rudolf D’Souza
  4. Leveraging Collective Knowledge: NASA’s Constellation Program by Nancy Dixon
  5. Knowledge Capture for Action — KMI class taught by Kate Pugh
  6. Knowledge doesn’t have to be captured to be managed by Nick Milton
  7. Other posts on capture by Nick Milton
  8. Can Knowledge Be Collected? Lessons From The Health Sector by Steve Denning
  9. Lessons Learned: Capturing Knowledge-Soup, is it a waste of time? by David Griffiths
  10. It starts with capturing knowledge by Harold Jarche
  11. Making The Business Case For Enterprise Social Networks by Charlene Li
  12. Capturing Knowledge: Adding Value to an Organization by Al Simard
  13. Knowledge Capture Posts by Paul Corney
  14. Knowledge Capture Resources by Whittier Consulting Group
  15. Right Questions to Capture Knowledge by Theresia Olsson Neve
  16. Tacit Knowledge: Capture, Sharing, And Unwritten Assumptions by John K.C. Kingston
  17. Knowledge Capture & Retention by Kent Greenes
  18. Harvesting your most valuable resource by Kent Greenes
  19. 10-Step Guide to Knowledge Capture by Kent Greenes
  20. Knowledge Capture 1-Pager by Kent Greenes
  21. Effective Ways to Capture Knowledge by Chris Bednar
  22. Knowledge Capture & Transfer by Raytheon
  23. Knowledge Capture and Transfer by CACI
  24. Knowledge Capture by Pearson
  25. Knowledge Capture and Representation by Iknow LLC