Re: October 2020 SIKM Call: Matt Moore - More Than A Feeling: Knowledge Management & Emotion #monthly-call #emotions

Robert L. Bogue

Matt  -


Re: Emotion/Design – Yea, I’ve seen some of IDEO’s work and the Kelley brother’s writing.  However, I’m still not sold on the connection – other than as explained below.  I think aesthetics and emotion aren’t the same.  I agree “design thinking as sold” is sort of like McDonald’s “arch” brand a few years ago that was supposed to appeal to adults and more refined tastes… it was still mass produced – and had to be.  As a result the quality bar couldn’t be maintained.  I tend to think that large organizations try to ensure consistency and therefore can’t maintain quality.  Sort of like Harrison Burgeron by Kurt Vonnegut.


Re: Consumption – In information architecture and intranet design people want to optimize for the creator experience.  We want to make it easy for people to store things in the system.  However, this is necessarily in opposition to making it best for the consumer.  For instance, yesterday, I had a customer (who is good at this by the way) dump users who were looking for corporate branding resources into a file system.  The experience when they would land there is “um, where am I?” so I had to coach him that a bit of work on a landing page that pointed to the same assets would be valuable.  It’s a mindset shift to think about how do I make this easier for others.




Robert L. Bogue

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From: <> On Behalf Of Matt Moore via
Sent: Tuesday, October 20, 2020 1:24 PM
Subject: Re: [SIKM] October 19 SIKM Call: Matt Moore - More Than A Feeling: Knowledge Management & Emotion #emotions #monthlycall


Hi Robert,


Good to keep the conversation going.


1. Emotion & Design


I would definitely recommend the Don Norman book (and also Patrick Jordan’s work on pleasurable design). If you look at the work of IDEO, a lot of their focus on empathy is actually about trying communicate and comprehend emotional states. And mood boards are very much a thing in design.


I think part of the issue might be that “design thinking” as sold (esp. by the big, trad consultancies rather than the specialist design shops) is actually often a caricature of design practices - and leaves out some of the icky emotional stuff as not being business-y enough.


2. Consumption. Maybe? Would you care to say more about that?


3. Removal of emotional context in explicit knowledge


I think I broadly agree - altho I would say that we try to remove emotion from it (“emotion laundering” if you will). You often find traces of emotion in there. And in laundering, you might actually change some of the nature of the knowledge itself. And I think this is often done without weighing of the costs / benefits of doing so.

4. Fukuyama - I thought “Trust” was an interesting book (and he is a more interesting writer than often given for). I tried to use it to explain to Oracle execs why Microsoft would hit us hard in the database markets about 15 years ago - but that’s another story.




Matt Moore

+61 423 784 504

On Oct 20, 2020, at 11:01 PM, Robert L. Bogue <rbogue@...> wrote:

Matt, I too am sorry to have missed the live conversation but was able to watch the recording today.  I had a few thoughts.


  1. I liked the introduction of design thinking into the discussion but it caused me to be curious about the relationship between aesthetics and emotion.  I don’t typically think about design thinking as an aspect of emotion – though I know that V.S. Ramachandran speaks of how sculptures include exaggerated proportions to elicit emotions.
  2. I was further intrigued by the state of KM and whether we give greater consideration than the general public to the consumption of information / knowledge rather than it’s storage.  In my work with information architecture this is a recurring theme that I have to work with clients on… “How is this for the person consuming it?”
  3. I was also pondering the idea that what we store in a system is explicit knowledge and therefore context-less.  However, emotions are necessarily context-connected.  I wonder if the nature of converting knowledge into a KM system necessarily reduces the amount of emotion in it.  (Your comment about academic journals and emotion was humorous to me because I find academic writing very painful.)


Patrick, with regard to your final point, I was triggered to think about Francis Fukuyam’s work in Trust: Human Nature and the Reconstitution of Social Order ( In it he explains how trust is experienced differently in different cultures.  Basically the trust (and commitment) is focused in different areas between self, family, and state.  I recognize the relationship between personal experiences and culture and how these might influence emotions, however, I wonder what degree of influence they might have.  Do you have a sense for how much of a person’s emotion might be driven by culture?


Good discussions.





Robert L. Bogue

O: (317) 844-5310  M: (317) 506-4977 Blog:

Want to be confident about your change management efforts?

Are you burned out? can help you get out of it (for free)


From: <> On Behalf Of Patrick Lambe via
Sent: Tuesday, October 20, 2020 2:28 AM
Subject: Re: [SIKM] October 19 SiKM Call: Matt Moore - More Than A Feeling: Knowledge Management & Emotion #emotions #monthlycall


Really enjoyed the recording Matt, sorry to have missed the live session. 


I was thinking about some interesting directions this topic might develop in after reviewing your session:


1. On the David Hume quote that reason is the slave of the passions, I would be interested in a discussion of the role of metacognition (understanding how we think) in helping us manage (or better a better word might be influence) our emotions (and reasoning) - which to me sits somewhere between emotional intelligence and Gary Klein’s work in naturalistic decision making and cognitive task analysis. I think this is connected with your discussion of “emotional labour” and is actually a more expressive concept than "emotional intelligence”. We do have to work on ourselves to become better at influencing our own emotions as well as others, and moderating some of the negative effects of poorly managed emotions (in self and others). I think the notion of metacognition offers some tools towards this.


2. Your Hornung et al 2020 word cloud slide suggested to me that the KM community (as represented in the research literature) shows a lot more coalescence around positive emotions (meaning several positive concepts turned up a lot), whereas for negative emotions, there were far fewer common emotions and a much wider diversity of individualistic emotional expressions. I’m tempted to think that this is because we are not good at discussing our failures in public, so we are isolated in failure and only publicly united in success. I wonder what other folks think about this.


3. You touched briefly on some of the connections between emotion and culture (how culture influences emotions). I think the relationship between the two is reflexive and two-way (meaning that particular emotions or moods can also come to dominate culture) and I think it would be really interesting to explore different scales of emotional influence (personal, team and organisational) and how they interact with culture. I’m not suggesting we can easily have that discussion here, but you commented that the research on emotions in KM is limited, and could do with more attention - I thought this was a potentially productive area to explore.


Thanks again for opening up this discussion.




Patrick Lambe
Straits Knowledge

phone:                                                    +65 98528511

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On 20 Oct 2020, at 6:46 AM, Matt Moore <matt@...> wrote:


Hi all,

Many thanks to those who participated.

Video recording is here:
(I'll be adding references and other links)



On Mon, Oct 19, 2020 at 11:24 PM Stan Garfield <
stangarfield@...> wrote:

Reminder: New day and time. This is a reminder of today's monthly call from 5-6 pm EDT.

This month's call will be held on a special day and time. Our speaker, Matt Moore, would like to include fellow Australians. So the call will start at 5:00 pm US EDT on Monday, October 19, 2020, which is 8:00 am on Tuesday, October 20 in Sydney.

Matt's topic will be More Than A Feeling: Knowledge Management & Emotion. The call will held be in Zoom, not using our usual dial-in numbers.

Here is the Zoom link.
Here are additional details.
Here is a related thread.

Our lives are full of emotion but emotions are rarely talked about in knowledge management. In this session Matt will discuss:

Different theories of emotion and what they mean for organizations
How knowledge and information professionals can manage their own emotions and respond to those of others
How to design products and programs that account for emotion

SIKM Leaders Community Monthly Call

When: Monday, October 19, 2020, 5:00-6:00 PM Eastern Daylight Time
Community Site
Previous Calls
Future Calls

Matt Moore
M. +61 (0) 423 784 504


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