1. #knowledge-retention
  2. Knowledge Transfer Tool

Knowledge Transfer Tool #knowledge-transfer #knowledge-retention

jeffrey.keefer@...
 

I was asked to develop and use a knowledge transfer tool for a retiring senior staff member who has a lot of specialized knowledge we need to capture before he leaves (and before his replacement gets hired). This is similar to some knowledge audit work I am doing, though I think it requires more of a checklist that will then lead to conversations or at least prework to conversations we will then need to have about all of this.

Does anybody have a standard tool for this that I can borrow as a template and then adapt?


Thank you.


Jeffrey
David Smith <davidlamarsmith@...>
 

Here is my general outline

Planning session with retiree

Determine critical knowledge from retiree viewpoint

Define resources (documents & people) of knowledge

List who seeks support from retiree

Determine plan to collect and store retiree knowledge library

Planning session with people who seek support from retiree

Include retiree peers and organization + include replacement

Determine critical knowledge needed from their viewpoint – Critical Knowledge Form is a guide

Compare knowledge needs with retiree knowledge list and determine knowledge gaps

Build plan to transfer knowledge and fill gaps


David Smith

On Jul 14, 2016, at 2:28 PM, jeffrey.keefer@... [sikmleaders] <sikmleaders@...> wrote:

 

I was asked to develop and use a knowledge transfer tool for a retiring senior staff member who has a lot of specialized knowledge we need to capture before he leaves (and before his replacement gets hired). This is similar to some knowledge audit work I am doing, though I think it requires more of a checklist that will then lead to conversations or at least prework to conversations we will then need to have about all of this.

Does anybody have a standard tool for this that I can borrow as a template and then adapt?


Thank you.


Jeffrey
Russell Van liew
 

Hi Jeffrey,

I don’t have a specific process or a list, but I have used mind mapping tools to walk through the activity and resources around what someone has been doing.  Using a mind map is a starter to understanding all the areas, functions, teams, tools, services, etc.. that someone may use.  This usually prompts more questions and by calling out certain bubbles, I can go back and contact other teams, people or resources to dig deeper if I need to.  Mind map tools also let you highlight, link, connect and note information, which will help in your mapping for others.

When using the tool the conversation usually starts out as a what they do in a day and then expands out as the person is talking.  You start with what ‘usually’ happens and as they are talking other topics come up around what doesn’t happen as often or conversation triggers for knowledge that has been gained over the years.  Start with your center – your employee- then map out from there.  People then tend to start remembering other areas they need to ‘mention’ to you.

Once you have the map “mapped” out – you can then validate again with the employee.  As you validate what you have document you can use a list like what David posted to make sure you have main areas.  Chances are you aren’t going to get everything, but starting with a ‘day in the life’ can lead you down the path of the most important items and using mind map tool can help you capture as you go along.  You then have a nice mapping that you can show other employees who need to work on or understand the process.

Just my thoughts – hope it helps.

I have been using FreeMind to do this.  You may end up with multiple maps, but it really helps to map out an unknown process.

-Russell

 

From: sikmleaders@... [mailto:sikmleaders@...]
Sent: Thursday, July 14, 2016 2:01 PM
To: sikmleaders@...
Subject: Re: [sikmleaders] Knowledge Transfer Tool

 

 

Here is my general outline

 

Planning session with retiree

Determine critical knowledge from retiree viewpoint

Define resources (documents & people) of knowledge

List who seeks support from retiree

Determine plan to collect and store retiree knowledge library

Planning session with people who seek support from retiree

Include retiree peers and organization + include replacement

Determine critical knowledge needed from their viewpoint – Critical Knowledge Form is a guide

Compare knowledge needs with retiree knowledge list and determine knowledge gaps

Build plan to transfer knowledge and fill gaps


David Smith


On Jul 14, 2016, at 2:28 PM, jeffrey.keefer@... [sikmleaders] <sikmleaders@...> wrote:

 

I was asked to develop and use a knowledge transfer tool for a retiring senior staff member who has a lot of specialized knowledge we need to capture before he leaves (and before his replacement gets hired). This is similar to some knowledge audit work I am doing, though I think it requires more of a checklist that will then lead to conversations or at least prework to conversations we will then need to have about all of this.

Does anybody have a standard tool for this that I can borrow as a template and then adapt?

 

Thank you.

 

Jeffrey

 
Wendy Valot <wcvalot@...>
 

Jeffrey, David and All,
 
This is a great conversation stream, and much needed in organizations -- not just for retirees, but for all organizations that are or will be in flux.
 
I wanted to continue this discussion stream with points on two topics: a) knowledge categorization and b) masters classes.
 
a) Knowledge Categorization
To add to David Smith's great insight below -- I would say 'begin with the end in mind' -- i.e.  the template will have the most future value if it includes a way to organize the insight for future use.  With that in mind - my key question would be: 
  • What are the top 5 to 10 job responsibilities for which the expert is accountable? 
  • And then -- within those 5 to 10 accountabilities -- add David's questions.
 
Example:  If the expert's #1 job responsibility focused around developing cost or time estimates, "Estimating" could be the first level of knowledge categorization.  THEN we'd add as requirements on the template:
  • critical knowledge from retiree viewpoint -
  • resources (documents & people) of knowledge {AKA - Knowledge Source}
  • who seeks support from retiree  {Audience}
  • etc.
  • etc.
 
b) Masters Classes
Jeffrey -- I am hoping you have at least a few weeks time with this retiree, because -- as you know -- some of the best knowledge can't be written down or stored.  And David definitely addresses that when with his bullet item of "Build plan to transfer knowledge and fill gaps".   What I've seen work well for tacit transfer = a Masters Class....and maybe you are already planning one.  This class is not about a slide presentation by the expert.  It's about a small group of folks, the future audience for the expert's insight, getting with the expert and seeing how they truly think and solve problems.   Ideally -- the expert helps come up with scenarios in which a problem needs to be solved and there are alternative actions to take...and the audience / participants 'work' with the expert while they reason through to the correct scenario.
 
I hope some or all of this is helpful!   Please let me know if you'd like more insight on either the categorization scheme idea above or the Masters Class info.
 
Best regards,
Wendy Valot
  
To: sikmleaders@...
From: sikmleaders@...
Date: Thu, 14 Jul 2016 15:00:47 -0500
Subject: Re: [sikmleaders] Knowledge Transfer Tool
 
Here is my general outline
 
Planning session with retiree
  • Determine critical knowledge from retiree viewpoint
  • Define resources (documents & people) of knowledge
  • List who seeks support from retiree

 

  • Determine plan to collect and store retiree knowledge library
  • Planning session with people who seek support from retiree
  • Include retiree peers and organization + include replacement
  • Determine critical knowledge needed from their viewpoint – Critical Knowledge Form is a guide
  • Compare knowledge needs with retiree knowledge list and determine knowledge gaps
  • Build plan to transfer knowledge and fill gaps

David Smith

On Jul 14, 2016, at 2:28 PM, jeffrey.keefer@... [sikmleaders] <sikmleaders@...> wrote:

 

I was asked to develop and use a knowledge transfer tool for a retiring senior staff member who has a lot of specialized knowledge we need to capture before he leaves (and before his replacement gets hired). This is similar to some knowledge audit work I am doing, though I think it requires more of a checklist that will then lead to conversations or at least prework to conversations we will then need to have about all of this.

Does anybody have a standard tool for this that I can borrow as a template and then adapt?


Thank you.


Jeffrey
David Smith <davidlamarsmith@...>
 

I’ve done videos with retirees and various elicitation sessions and ended with documents and videos that are really not used. Concentrating on the critical knowledge needed by peers and the retiree’s organization at least solves their initial worries.  

Good luck.

David Smith


On Jul 14, 2016, at 4:51 PM, Wendy Valot wcvalot@... [sikmleaders] <sikmleaders@...> wrote:


Jeffrey, David and All,
 
This is a great conversation stream, and much needed in organizations -- not just for retirees, but for all organizations that are or will be in flux.
 
I wanted to continue this discussion stream with points on two topics: a) knowledge categorization and b) masters classes.
 
a) Knowledge Categorization
To add to David Smith's great insight below -- I would say 'begin with the end in mind' -- i.e.  the template will have the most future value if it includes a way to organize the insight for future use.  With that in mind - my key question would be:  
  • What are the top 5 to 10 job responsibilities for which the expert is accountable?  
  • And then -- within those 5 to 10 accountabilities -- add David's questions.
 
Example:  If the expert's #1 job responsibility focused around developing cost or time estimates, "Estimating" could be the first level of knowledge categorization.  THEN we'd add as requirements on the template:
  • critical knowledge from retiree viewpoint - 
  • resources (documents & people) of knowledge {AKA - Knowledge Source}
  • who seeks support from retiree  {Audience}
  • etc.
  • etc.
 
b) Masters Classes
Jeffrey -- I am hoping you have at least a few weeks time with this retiree, because -- as you know -- some of the best knowledge can't be written down or stored.  And David definitely addresses that when with his bullet item of "Build plan to transfer knowledge and fill gaps".   What I've seen work well for tacit transfer = a Masters Class....and maybe you are already planning one.  This class is not about a slide presentation by the expert.  It's about a small group of folks, the future audience for the expert's insight, getting with the expert and seeing how they truly think and solve problems.   Ideally -- the expert helps come up with scenarios in which a problem needs to be solved and there are alternative actions to take...and the audience / participants 'work' with the expert while they reason through to the correct scenario.
 
I hope some or all of this is helpful!   Please let me know if you'd like more insight on either the categorization scheme idea above or the Masters Class info.
 
Best regards,
Wendy Valot
  
To: sikmleaders@...
From: sikmleaders@...
Date: Thu, 14 Jul 2016 15:00:47 -0500
Subject: Re: [sikmleaders] Knowledge Transfer Tool
 
Here is my general outline
 
Planning session with retiree
  • Determine critical knowledge from retiree viewpoint
  • Define resources (documents & people) of knowledge
  • List who seeks support from retiree
 
  • Determine plan to collect and store retiree knowledge library
  • Planning session with people who seek support from retiree
  • Include retiree peers and organization + include replacement
  • Determine critical knowledge needed from their viewpoint – Critical Knowledge Form is a guide
  • Compare knowledge needs with retiree knowledge list and determine knowledge gaps
  • Build plan to transfer knowledge and fill gaps

David Smith

On Jul 14, 2016, at 2:28 PM, jeffrey.keefer@... [sikmleaders] <sikmleaders@...> wrote:

 

I was asked to develop and use a knowledge transfer tool for a retiring senior staff member who has a lot of specialized knowledge we need to capture before he leaves (and before his replacement gets hired). This is similar to some knowledge audit work I am doing, though I think it requires more of a checklist that will then lead to conversations or at least prework to conversations we will then need to have about all of this. 

Does anybody have a standard tool for this that I can borrow as a template and then adapt?


Thank you. 


Jeffrey
Wendy Valot <wcvalot@...>
 

I can't quite tell, David, if you are agreeing with some of the insight I shared or not.
 
To clarify, I wasn't condoning documents or videos, either.....especially if they are not utilized.
 
To clarify:
a) With Knowledge categorization -- it would be critical knowledge.  So we agree there.  I was adding that it should, ideally, be sorted [on line, searchable] in your company or client's existing taxonomy.  For me that it usually by major discipline and roles within that discipline. 
b) With Masters Classes -- again -- it's meant to be live with the benefit of the insight being what it passed along in that session.  I think of it as a type of accelerated apprenticeship.... to give a small group / audience insight into how that expert thinks and makes decisions.
 
I hope that helps!
Wendy Valot
 
To: sikmleaders@...
From: sikmleaders@...
Date: Thu, 14 Jul 2016 19:14:47 -0500
Subject: Re: [sikmleaders] Knowledge Transfer Tool -- for Maximum future value

 
I’ve done videos with retirees and various elicitation sessions and ended with documents and videos that are really not used. Concentrating on the critical knowledge needed by peers and the retiree’s organization at least solves their initial worries.  
 
Good luck.
David Smith


On Jul 14, 2016, at 4:51 PM, Wendy Valot wcvalot@... [sikmleaders] <sikmleaders@...> wrote:


Jeffrey, David and All,
 
This is a great conversation stream, and much needed in organizations -- not just for retirees, but for all organizations that are or will be in flux.
 
I wanted to continue this discussion stream with points on two topics: a) knowledge categorization and b) masters classes.
 
a) Knowledge Categorization
To add to David Smith's great insight below -- I would say 'begin with the end in mind' -- i.e.  the template will have the most future value if it includes a way to organize the insight for future use.  With that in mind - my key question would be:  
  • What are the top 5 to 10 job responsibilities for which the expert is accountable?  
  • And then -- within those 5 to 10 accountabilities -- add David's questions.
 
Example:  If the expert's #1 job responsibility focused around developing cost or time estimates, "Estimating" could be the first level of knowledge categorization.  THEN we'd add as requirements on the template:
  • critical knowledge from retiree viewpoint - 
  • resources (documents & people) of knowledge {AKA - Knowledge Source}
  • who seeks support from retiree  {Audience}
  • etc.
  • etc.
 
b) Masters Classes
Jeffrey -- I am hoping you have at least a few weeks time with this retiree, because -- as you know -- some of the best knowledge can't be written down or stored.  And David definitely addresses that when with his bullet item of "Build plan to transfer knowledge and fill gaps".   What I've seen work well for tacit transfer = a Masters Class....and maybe you are already planning one.  This class is not about a slide presentation by the expert.  It's about a small group of folks, the future audience for the expert's insight, getting with the expert and seeing how they truly think and solve problems.   Ideally -- the expert helps come up with scenarios in which a problem needs to be solved and there are alternative actions to take...and the audience / participants 'work' with the expert while they reason through to the correct scenario.
 
I hope some or all of this is helpful!   Please let me know if you'd like more insight on either the categorization scheme idea above or the Masters Class info.
 
Best regards,
Wendy Valot
  
To: sikmleaders@...
From: sikmleaders@...
Date: Thu, 14 Jul 2016 15:00:47 -0500
Subject: Re: [sikmleaders] Knowledge Transfer Tool
 
Here is my general outline
 
Planning session with retiree
  • Determine critical knowledge from retiree viewpoint
  • Define resources (documents & people) of knowledge
  • List who seeks support from retiree
 
  • Determine plan to collect and store retiree knowledge library
  • Planning session with people who seek support from retiree
  • Include retiree peers and organization + include replacement
  • Determine critical knowledge needed from their viewpoint – Critical Knowledge Form is a guide
  • Compare knowledge needs with retiree knowledge list and determine knowledge gaps
  • Build plan to transfer knowledge and fill gaps

David Smith

On Jul 14, 2016, at 2:28 PM, jeffrey.keefer@... [sikmleaders] <sikmleaders@...> wrote:

 

I was asked to develop and use a knowledge transfer tool for a retiring senior staff member who has a lot of specialized knowledge we need to capture before he leaves (and before his replacement gets hired). This is similar to some knowledge audit work I am doing, though I think it requires more of a checklist that will then lead to conversations or at least prework to conversations we will then need to have about all of this. 

Does anybody have a standard tool for this that I can borrow as a template and then adapt?


Thank you. 


Jeffrey
David Smith <davidlamarsmith@...>
 

We are in agreement. I was just providing my experience. The Master Classes is an excellent way to pass knowledge to peers and others who seek knowledge from the retiree. Anything done to save the knowledge for easy retrieval is a plus.

David Smith

On Jul 14, 2016, at 9:28 PM, Wendy Valot wcvalot@... [sikmleaders] <sikmleaders@...> wrote:


I can't quite tell, David, if you are agreeing with some of the insight I shared or not.
 
To clarify, I wasn't condoning documents or videos, either.....especially if they are not utilized.
 
To clarify:
a) With Knowledge categorization -- it would be critical knowledge.  So we agree there.  I was adding that it should, ideally, be sorted [on line, searchable] in your company or client's existing taxonomy.  For me that it usually by major discipline and roles within that discipline.  
b) With Masters Classes -- again -- it's meant to be live with the benefit of the insight being what it passed along in that session.  I think of it as a type of accelerated apprenticeship.... to give a small group / audience insight into how that expert thinks and makes decisions.
 
I hope that helps!
Wendy Valot
 
To: sikmleaders@...
From: sikmleaders@...
Date: Thu, 14 Jul 2016 19:14:47 -0500
Subject: Re: [sikmleaders] Knowledge Transfer Tool -- for Maximum future value

 
I’ve done videos with retirees and various elicitation sessions and ended with documents and videos that are really not used. Concentrating on the critical knowledge needed by peers and the retiree’s organization at least solves their initial worries.  
 
Good luck.
David Smith


On Jul 14, 2016, at 4:51 PM, Wendy Valot wcvalot@... [sikmleaders] <sikmleaders@...> wrote:


Jeffrey, David and All,
 
This is a great conversation stream, and much needed in organizations -- not just for retirees, but for all organizations that are or will be in flux.
 
I wanted to continue this discussion stream with points on two topics: a) knowledge categorization and b) masters classes.
 
a) Knowledge Categorization
To add to David Smith's great insight below -- I would say 'begin with the end in mind' -- i.e.  the template will have the most future value if it includes a way to organize the insight for future use.  With that in mind - my key question would be:  
  • What are the top 5 to 10 job responsibilities for which the expert is accountable?  
  • And then -- within those 5 to 10 accountabilities -- add David's questions.
 
Example:  If the expert's #1 job responsibility focused around developing cost or time estimates, "Estimating" could be the first level of knowledge categorization.  THEN we'd add as requirements on the template:
  • critical knowledge from retiree viewpoint - 
  • resources (documents & people) of knowledge {AKA - Knowledge Source}
  • who seeks support from retiree  {Audience}
  • etc.
  • etc.
 
b) Masters Classes
Jeffrey -- I am hoping you have at least a few weeks time with this retiree, because -- as you know -- some of the best knowledge can't be written down or stored.  And David definitely addresses that when with his bullet item of "Build plan to transfer knowledge and fill gaps".   What I've seen work well for tacit transfer = a Masters Class....and maybe you are already planning one.  This class is not about a slide presentation by the expert.  It's about a small group of folks, the future audience for the expert's insight, getting with the expert and seeing how they truly think and solve problems.   Ideally -- the expert helps come up with scenarios in which a problem needs to be solved and there are alternative actions to take...and the audience / participants 'work' with the expert while they reason through to the correct scenario.
 
I hope some or all of this is helpful!   Please let me know if you'd like more insight on either the categorization scheme idea above or the Masters Class info.
 
Best regards,
Wendy Valot
  
To: sikmleaders@...
From: sikmleaders@...
Date: Thu, 14 Jul 2016 15:00:47 -0500
Subject: Re: [sikmleaders] Knowledge Transfer Tool
 
Here is my general outline
 
Planning session with retiree
  • Determine critical knowledge from retiree viewpoint
  • Define resources (documents & people) of knowledge
  • List who seeks support from retiree
 
  • Determine plan to collect and store retiree knowledge library
  • Planning session with people who seek support from retiree
  • Include retiree peers and organization + include replacement
  • Determine critical knowledge needed from their viewpoint – Critical Knowledge Form is a guide
  • Compare knowledge needs with retiree knowledge list and determine knowledge gaps
  • Build plan to transfer knowledge and fill gaps

David Smith

On Jul 14, 2016, at 2:28 PM, jeffrey.keefer@... [sikmleaders] <sikmleaders@...> wrote:

 

I was asked to develop and use a knowledge transfer tool for a retiring senior staff member who has a lot of specialized knowledge we need to capture before he leaves (and before his replacement gets hired). This is similar to some knowledge audit work I am doing, though I think it requires more of a checklist that will then lead to conversations or at least prework to conversations we will then need to have about all of this. 

Does anybody have a standard tool for this that I can borrow as a template and then adapt?


Thank you. 


Jeffrey
John Hovell <jhovell@...>
 

We have a four step "knowledge transfer" process, happy to share anytime...


On 15 Jul 2016, at 14:09, David Smith davidlamarsmith@... [sikmleaders] <sikmleaders@...> wrote:

 

We are in agreement. I was just providing my experience. The Master Classes is an excellent way to pass knowledge to peers and others who seek knowledge from the retiree. Anything done to save the knowledge for easy retrieval is a plus.


David Smith

On Jul 14, 2016, at 9:28 PM, Wendy Valot wcvalot@... [sikmleaders] <sikmleaders@...> wrote:


I can't quite tell, David, if you are agreeing with some of the insight I shared or not.
 
To clarify, I wasn't condoning documents or videos, either.....especially if they are not utilized.
 
To clarify:
a) With Knowledge categorization -- it would be critical knowledge.  So we agree there.  I was adding that it should, ideally, be sorted [on line, searchable] in your company or client's existing taxonomy.  For me that it usually by major discipline and roles within that discipline.  
b) With Masters Classes -- again -- it's meant to be live with the benefit of the insight being what it passed along in that session.  I think of it as a type of accelerated apprenticeship.... to give a small group / audience insight into how that expert thinks and makes decisions.
 
I hope that helps!
Wendy Valot
 
To: sikmleaders@...
From: sikmleaders@...
Date: Thu, 14 Jul 2016 19:14:47 -0500
Subject: Re: [sikmleaders] Knowledge Transfer Tool -- for Maximum future value

 
I’ve done videos with retirees and various elicitation sessions and ended with documents and videos that are really not used. Concentrating on the critical knowledge needed by peers and the retiree’s organization at least solves their initial worries.  
 
Good luck.
David Smith


On Jul 14, 2016, at 4:51 PM, Wendy Valot wcvalot@... [sikmleaders] <sikmleaders@...> wrote:


Jeffrey, David and All,
 
This is a great conversation stream, and much needed in organizations -- not just for retirees, but for all organizations that are or will be in flux.
 
I wanted to continue this discussion stream with points on two topics: a) knowledge categorization and b) masters classes.
 
a) Knowledge Categorization
To add to David Smith's great insight below -- I would say 'begin with the end in mind' -- i.e.  the template will have the most future value if it includes a way to organize the insight for future use.  With that in mind - my key question would be:  
  • What are the top 5 to 10 job responsibilities for which the expert is accountable?  
  • And then -- within those 5 to 10 accountabilities -- add David's questions.
 
Example:  If the expert's #1 job responsibility focused around developing cost or time estimates, "Estimating" could be the first level of knowledge categorization.  THEN we'd add as requirements on the template:
  • critical knowledge from retiree viewpoint - 
  • resources (documents & people) of knowledge {AKA - Knowledge Source}
  • who seeks support from retiree  {Audience}
  • etc.
  • etc.
 
b) Masters Classes
Jeffrey -- I am hoping you have at least a few weeks time with this retiree, because -- as you know -- some of the best knowledge can't be written down or stored.  And David definitely addresses that when with his bullet item of "Build plan to transfer knowledge and fill gaps".   What I've seen work well for tacit transfer = a Masters Class....and maybe you are already planning one.  This class is not about a slide presentation by the expert.  It's about a small group of folks, the future audience for the expert's insight, getting with the expert and seeing how they truly think and solve problems.   Ideally -- the expert helps come up with scenarios in which a problem needs to be solved and there are alternative actions to take...and the audience / participants 'work' with the expert while they reason through to the correct scenario.
 
I hope some or all of this is helpful!   Please let me know if you'd like more insight on either the categorization scheme idea above or the Masters Class info.
 
Best regards,
Wendy Valot
  
To: sikmleaders@...
From: sikmleaders@...
Date: Thu, 14 Jul 2016 15:00:47 -0500
Subject: Re: [sikmleaders] Knowledge Transfer Tool
 
Here is my general outline
 
Planning session with retiree
  • Determine critical knowledge from retiree viewpoint
  • Define resources (documents & people) of knowledge
  • List who seeks support from retiree
 
  • Determine plan to collect and store retiree knowledge library
  • Planning session with people who seek support from retiree
  • Include retiree peers and organization + include replacement
  • Determine critical knowledge needed from their viewpoint – Critical Knowledge Form is a guide
  • Compare knowledge needs with retiree knowledge list and determine knowledge gaps
  • Build plan to transfer knowledge and fill gaps

David Smith

On Jul 14, 2016, at 2:28 PM, jeffrey.keefer@... [sikmleaders] <sikmleaders@...> wrote:

 

I was asked to develop and use a knowledge transfer tool for a retiring senior staff member who has a lot of specialized knowledge we need to capture before he leaves (and before his replacement gets hired). This is similar to some knowledge audit work I am doing, though I think it requires more of a checklist that will then lead to conversations or at least prework to conversations we will then need to have about all of this. 

Does anybody have a standard tool for this that I can borrow as a template and then adapt?


Thank you. 


Jeffrey
Douglas Weidner
 

I’ll confirm that John’s four-step process is the most unique and best I’ve seen for the stated objectives, especially the retention of critical K of ‘retiring’ employees, aka ‘Baby Boomers’.

 

It’s such a robust and proven method, we are introducing the concept as a key specialty course in our new KM Competency Area:

 KM460 Series – Intellectual Capital Management.

 

The KM460 Series focuses on Tacit to Tacit, and Tacit to Explicit K Capture, Transfer and Retention.

Kate Pugh of Columbia teaches one of those courses (K Capture) for us.

 

This KM460 area is not to be confused with the more traditional KM Competency Area:

KM450 Series – Knowledge Asset Management, which focuses on Repositories, including specialization in Taxonomy, Information Architecture, and Search, etc.

 

 

We seek additional folks with considerable expertise and proven methods and technologies in this important Intellectual Capital Management Domain.

 

Douglas Weidner, Chief CKM Instructor

Executive Chairman, KM Institute

Home of KMBOK™, KMM™ and the KM Transformation Solution™

 



      

 

 

 

 

 

From: sikmleaders@... [mailto:sikmleaders@...]
Sent: Saturday, July 16, 2016 5:11 PM
To: sikmleaders@...
Subject: Re: [sikmleaders] Knowledge Transfer Tool -- for Maximum future value

 

 

We have a four step "knowledge transfer" process, happy to share anytime...


On 15 Jul 2016, at 14:09, David Smith davidlamarsmith@... [sikmleaders] <sikmleaders@...> wrote:

 

We are in agreement. I was just providing my experience. The Master Classes is an excellent way to pass knowledge to peers and others who seek knowledge from the retiree. Anything done to save the knowledge for easy retrieval is a plus.

 

David Smith

 

On Jul 14, 2016, at 9:28 PM, Wendy Valot wcvalot@... [sikmleaders] <sikmleaders@...> wrote:

 

 

I can't quite tell, David, if you are agreeing with some of the insight I shared or not.
 
To clarify, I wasn't condoning documents or videos, either.....especially if they are not utilized.
 
To clarify:
a) With Knowledge categorization -- it would be critical knowledge.  So we agree there.  I was adding that it should, ideally, be sorted [on line, searchable] in your company or client's existing taxonomy.  For me that it usually by major discipline and roles within that discipline.  
b) With Masters Classes -- again -- it's meant to be live with the benefit of the insight being what it passed along in that session.  I think of it as a type of accelerated apprenticeship.... to give a small group / audience insight into how that expert thinks and makes decisions.
 
I hope that helps!
Wendy Valot
 

To: sikmleaders@...
From: sikmleaders@...
Date: Thu, 14 Jul 2016 19:14:47 -0500
Subject: Re: [sikmleaders] Knowledge Transfer Tool -- for Maximum future value

 

I’ve done videos with retirees and various elicitation sessions and ended with documents and videos that are really not used. Concentrating on the critical knowledge needed by peers and the retiree’s organization at least solves their initial worries.  

 

Good luck.

David Smith

 

 

On Jul 14, 2016, at 4:51 PM, Wendy Valot wcvalot@... [sikmleaders] <sikmleaders@...> wrote:

 

 

Jeffrey, David and All,
 
This is a great conversation stream, and much needed in organizations -- not just for retirees, but for all organizations that are or will be in flux.
 
I wanted to continue this discussion stream with points on two topics: a) knowledge categorization and b) masters classes.
 
a) Knowledge Categorization
To add to David Smith's great insight below -- I would say 'begin with the end in mind' -- i.e.  the template will have the most future value if it includes a way to organize the insight for future use.  With that in mind - my key question would be:  

  • What are the top 5 to 10 job responsibilities for which the expert is accountable?  
  • And then -- within those 5 to 10 accountabilities -- add David's questions.

 
Example:  If the expert's #1 job responsibility focused around developing cost or time estimates, "Estimating" could be the first level of knowledge categorization.  THEN we'd add as requirements on the template:

  • critical knowledge from retiree viewpoint - 

·                   resources (documents & people) of knowledge {AKA - Knowledge Source}

·                   who seeks support from retiree  {Audience}

·                   etc.

·                   etc.

 
b) Masters Classes
Jeffrey -- I am hoping you have at least a few weeks time with this retiree, because -- as you know -- some of the best knowledge can't be written down or stored.  And David definitely addresses that when with his bullet item of "Build plan to transfer knowledge and fill gaps".   What I've seen work well for tacit transfer = a Masters Class....and maybe you are already planning one.  This class is not about a slide presentation by the expert.  It's about a small group of folks, the future audience for the expert's insight, getting with the expert and seeing how they truly think and solve problems.   Ideally -- the expert helps come up with scenarios in which a problem needs to be solved and there are alternative actions to take...and the audience / participants 'work' with the expert while they reason through to the correct scenario.
 
I hope some or all of this is helpful!   Please let me know if you'd like more insight on either the categorization scheme idea above or the Masters Class info.
 
Best regards,
Wendy Valot
  

To: sikmleaders@...
From: sikmleaders@...
Date: Thu, 14 Jul 2016 15:00:47 -0500
Subject: Re: [sikmleaders] Knowledge Transfer Tool
 

Here is my general outline

 

Planning session with retiree

·                   Determine critical knowledge from retiree viewpoint

·                   Define resources (documents & people) of knowledge

·                   List who seeks support from retiree

 

·                   Determine plan to collect and store retiree knowledge library

·                   Planning session with people who seek support from retiree

·                   Include retiree peers and organization + include replacement

·                   Determine critical knowledge needed from their viewpoint – Critical Knowledge Form is a guide

·                   Compare knowledge needs with retiree knowledge list and determine knowledge gaps

·                   Build plan to transfer knowledge and fill gaps


David Smith


On Jul 14, 2016, at 2:28 PM, jeffrey.keefer@... [sikmleaders] <sikmleaders@...> wrote:

 

 

I was asked to develop and use a knowledge transfer tool for a retiring senior staff member who has a lot of specialized knowledge we need to capture before he leaves (and before his replacement gets hired). This is similar to some knowledge audit work I am doing, though I think it requires more of a checklist that will then lead to conversations or at least prework to conversations we will then need to have about all of this. 

Does anybody have a standard tool for this that I can borrow as a template and then adapt?

 

Thank you. 

 

Jeffrey

 



 

 

 

 

 

 
Bill Kaplan
 
Edited

Dear Colleagues

 

Many years ago, Jeff Stemke, who was at Chevron at the time, developed a targeted methodology for Knowledge Transfer from Experts.

 

I have attached it here.  I have used this approach often, have found this approach to be very effective, and have shared it broadly among my clients. (Thank you Jeff!)

Expert+Knowledge+Transfer.pdf

Hope you find this useful. Jeff’s approach is systematic, disciplined, and an effective plan for targeted knowledge transfer.  Further, it is effective whether you are dealing with any type of workforce attrition or turnover, not limited to a retiring workforce.

 

Bill

 

 

 

  

 

Learn more about the solutions and value we provide at www.workingknowledge-csp.com

 

 
tman9999@...
 

Hello Doug - I led the development and implementation of the aging workforce knowledge loss mitigation program for a major public electric and gas utility here in California a few years ago. This work focused on various operating units within the utility including their nuclear plant engineering, tax accounting, regulatory, legal, hydro plants and switching operations control centers. 

The result was a suite of tools that provided a variety of approaches to knowledge transfer, depending on the nature of the work being done and the level of risk to the business that losing that knowledge represented. 

I presented on it a few years ago in Washington DC at a conference. Happy to discuss further with you if you're interested. 

Best,

Tom Short
Tom Short Consulting


---In sikmleaders@..., <douglas.weidner@...> wrote :

We seek additional folks with considerable expertise and proven methods and technologies in this important Intellectual Capital Management Domain.

 

Douglas Weidner, Chief CKM Instructor

Executive Chairman, KM Institute

Home of KMBOK™, KMM™ and the KM Transformation Solution™
Jeff Stemke <jstemke@...>
 

Bill: glad you are finding the approach useful.

One seemingly obvious lesson I've learned in the first step (identify critical knowledge):

Most managers and experts get bogged down trying to articulate what the expert "knows." As we understand, this can cover a broad scope and is often intangible. 

A better question is "what are the expert's key roles or tasks." These are much more visible and amenable to task analysis. Of course some of the expert's work will be based on tacit experience, but this becomes easier to articulate when you focus on specific tasks (troubleshooting, design,etc.)

Another benefit is that you can easily observe the learner performing the task and judge their capabilities. This gives you and the organization confidence that successful knowledge transfer has occurred.

--Jeff
katepugh@...
 

Hello, SIKM Team:

We have been teaching the knowledge jam -- a scaffolded, facilitated, conversation-based approach to knowledge-transfer/creation in the Columbia IKNS program. 

Here are some reasources:

Super short - summarized here:
Book on knowledge jam:
Cheers!
Kate 

Katrina Pugh
President, AlignConsulting 
Editor of Smarter Innovation (chapter abstracts) (Ark Group, 2014)
Author of Sharing Hidden Know-How (Jossey-Bass/Wiley, 2011)
katepugh@...
www.alignconsultinginc.com
617 967 3910 (m)


-----Original Message-----
From: tman9999@... [sikmleaders]
To: sikmleaders
Sent: Mon, Jul 18, 2016 10:55 am
Subject: [sikmleaders] Re: Knowledge Transfer Tool

 
Hello Doug - I led the development and implementation of the aging workforce knowledge loss mitigation program for a major public electric and gas utility here in California a few years ago. This work focused on various operating units within the utility including their nuclear plant engineering, tax accounting, regulatory, legal, hydro plants and switching operations control centers. 

The result was a suite of tools that provided a variety of approaches to knowledge transfer, depending on the nature of the work being done and the level of risk to the business that losing that knowledge represented. 

I presented on it a few years ago in Washington DC at a conference. Happy to discuss further with you if you're interested. 

Best,

Tom Short
Tom Short Consulting


---In sikmleaders@..., wrote :

We seek additional folks with considerable expertise and proven methods and technologies in this important Intellectual Capital Management Domain.
 
Douglas Weidner, Chief CKM Instructor
Executive Chairman, KM Institute
Home of KMBOK™, KMM™ and the KM Transformation Solution™
Douglas Weidner
 

I’ll vouch for Kate’s K Jam technique and successful delivery with the KM Institute.

 

It is a successful course in the KM Institute’s Certification Program – Certified Knowledge Specialist.

 

 

Douglas Weidner, Chief CKM Instructor

Executive Chairman, KM Institute

Home of KMBOK™, KMM™ and the KM Transformation Solution™

 



      

 

 

 

 

From: sikmleaders@... [mailto:sikmleaders@...]
Sent: Monday, July 18, 2016 12:38 PM
To: sikmleaders@...
Subject: Re: [sikmleaders] Re: Knowledge Transfer Tool

 

 

Hello, SIKM Team:

 

We have been teaching the knowledge jam -- a scaffolded, facilitated, conversation-based approach to knowledge-transfer/creation in the Columbia IKNS program. 

 

Here are some reasources:

 

Super short - summarized here:

Book on knowledge jam:

Cheers!

Kate 

 

Katrina Pugh

President, AlignConsulting 

Editor of Smarter Innovation (chapter abstracts) (Ark Group, 2014)

Author of Sharing Hidden Know-How (Jossey-Bass/Wiley, 2011)

katepugh@...

www.alignconsultinginc.com
617 967 3910 (m)

 

-----Original Message-----
From: tman9999@... [sikmleaders] <sikmleaders@...>
To: sikmleaders <sikmleaders@...>
Sent: Mon, Jul 18, 2016 10:55 am
Subject: [sikmleaders] Re: Knowledge Transfer Tool

 

Hello Doug - I led the development and implementation of the aging workforce knowledge loss mitigation program for a major public electric and gas utility here in California a few years ago. This work focused on various operating units within the utility including their nuclear plant engineering, tax accounting, regulatory, legal, hydro plants and switching operations control centers. 

 

The result was a suite of tools that provided a variety of approaches to knowledge transfer, depending on the nature of the work being done and the level of risk to the business that losing that knowledge represented. 

 

I presented on it a few years ago in Washington DC at a conference. Happy to discuss further with you if you're interested. 

 

Best,

 

Tom Short

Tom Short Consulting



---In sikmleaders@..., <douglas.weidner@...> wrote :

 

We seek additional folks with considerable expertise and proven methods and technologies in this important Intellectual Capital Management Domain.

 

Douglas Weidner, Chief CKM Instructor

Executive Chairman, KM Institute

Home of KMBOK™, KMM™ and the KM Transformation Solution™
Douglas Weidner
 

Tom,

 

Let’s chat offline.

Douglas.weidner@...

 

From: sikmleaders@... [mailto:sikmleaders@...]
Sent: Monday, July 18, 2016 10:55 AM
To: sikmleaders@...
Subject: [sikmleaders] Re: Knowledge Transfer Tool

 

 

Hello Doug - I led the development and implementation of the aging workforce knowledge loss mitigation program for a major public electric and gas utility here in California a few years ago. This work focused on various operating units within the utility including their nuclear plant engineering, tax accounting, regulatory, legal, hydro plants and switching operations control centers. 

 

The result was a suite of tools that provided a variety of approaches to knowledge transfer, depending on the nature of the work being done and the level of risk to the business that losing that knowledge represented. 

 

I presented on it a few years ago in Washington DC at a conference. Happy to discuss further with you if you're interested. 

 

Best,

 

Tom Short

Tom Short Consulting



---In sikmleaders@..., <douglas.weidner@...> wrote :

 

We seek additional folks with considerable expertise and proven methods and technologies in this important Intellectual Capital Management Domain.

 

Douglas Weidner, Chief CKM Instructor

Executive Chairman, KM Institute

Home of KMBOK™, KMM™ and the KM Transformation Solution™
Bill Kaplan
 

Hey Jeff

 

Your “better question” is right on.  I addressed just this in a Linked response yesterday on knowledge transfer when there is no time to bring the new person up to speed…focusing on the key roles and tasks of the departing expert AND on what are the critical problems or challenges that the replacement will have to deal with when the expert leaves.

 

Good to hear from you

 

Bill

 

From: sikmleaders@... [mailto:sikmleaders@...]
Sent: Monday, July 18, 2016 12:04
To: sikmleaders@...
Subject: [sikmleaders] Re: Knowledge Transfer Tool -- for Maximum future value

 

 

Bill: glad you are finding the approach useful.

 

One seemingly obvious lesson I've learned in the first step (identify critical knowledge):

 

Most managers and experts get bogged down trying to articulate what the expert "knows." As we understand, this can cover a broad scope and is often intangible. 

 

A better question is "what are the expert's key roles or tasks." These are much more visible and amenable to task analysis. Of course some of the expert's work will be based on tacit experience, but this becomes easier to articulate when you focus on specific tasks (troubleshooting, design,etc.)

 

Another benefit is that you can easily observe the learner performing the task and judge their capabilities. This gives you and the organization confidence that successful knowledge transfer has occurred.

 

--Jeff
Jeffrey Keefer <jeffrey.keefer@...>
 

David, this is a helpful outline.

 

How do you begin the conversation about “critical knowledge” with the retiree, given that that language is not common in practice outside a KM context?

 

  

Jeffrey Keefer, Ph.D.

Director of Training and Knowledge Management

The Trust for Public Land

Creating Parks and Protecting Land for People

 

666 Broadway, 9th Floor

New York, NY 10012

Office: 212-574-6882

Cell: 917-837-2788

 

www.tpl.org

jeffrey.keefer@...

 

From: sikmleaders@... [mailto:sikmleaders@...]
Sent: Thursday, July 14, 2016 4:01 PM
To: sikmleaders@...
Subject: Re: [sikmleaders] Knowledge Transfer Tool

 

 

Here is my general outline

 

Planning session with retiree

Determine critical knowledge from retiree viewpoint

Define resources (documents & people) of knowledge

List who seeks support from retiree

Determine plan to collect and store retiree knowledge library

Planning session with people who seek support from retiree

Include retiree peers and organization + include replacement

Determine critical knowledge needed from their viewpoint – Critical Knowledge Form is a guide

Compare knowledge needs with retiree knowledge list and determine knowledge gaps

Build plan to transfer knowledge and fill gaps


David Smith


On Jul 14, 2016, at 2:28 PM, jeffrey.keefer@... [sikmleaders] <sikmleaders@...> wrote:

 

I was asked to develop and use a knowledge transfer tool for a retiring senior staff member who has a lot of specialized knowledge we need to capture before he leaves (and before his replacement gets hired). This is similar to some knowledge audit work I am doing, though I think it requires more of a checklist that will then lead to conversations or at least prework to conversations we will then need to have about all of this.

Does anybody have a standard tool for this that I can borrow as a template and then adapt?

 

Thank you.

 

Jeffrey

 
Jeffrey Keefer <jeffrey.keefer@...>
 

Thanks for this suggestion, Russell. I have recently purchased two mind mapping tools (each one had a useful feature the other did not, so voila!) and had not considered this as a strategy to begin the process.

 

Thinking about knowledge transfer as a brainstorming / mapping activity,

 

  

Jeffrey Keefer, Ph.D.

Director of Training and Knowledge Management

The Trust for Public Land

Creating Parks and Protecting Land for People

 

666 Broadway, 9th Floor

New York, NY 10012

Office: 212-574-6882

Cell: 917-837-2788

 

www.tpl.org

jeffrey.keefer@...

 

From: sikmleaders@... [mailto:sikmleaders@...]
Sent: Thursday, July 14, 2016 5:34 PM
To: sikmleaders@...
Subject: RE: [sikmleaders] Knowledge Transfer Tool

 

 

Hi Jeffrey,

I don’t have a specific process or a list, but I have used mind mapping tools to walk through the activity and resources around what someone has been doing.  Using a mind map is a starter to understanding all the areas, functions, teams, tools, services, etc.. that someone may use.  This usually prompts more questions and by calling out certain bubbles, I can go back and contact other teams, people or resources to dig deeper if I need to.  Mind map tools also let you highlight, link, connect and note information, which will help in your mapping for others.

When using the tool the conversation usually starts out as a what they do in a day and then expands out as the person is talking.  You start with what ‘usually’ happens and as they are talking other topics come up around what doesn’t happen as often or conversation triggers for knowledge that has been gained over the years.  Start with your center – your employee- then map out from there.  People then tend to start remembering other areas they need to ‘mention’ to you.

Once you have the map “mapped” out – you can then validate again with the employee.  As you validate what you have document you can use a list like what David posted to make sure you have main areas.  Chances are you aren’t going to get everything, but starting with a ‘day in the life’ can lead you down the path of the most important items and using mind map tool can help you capture as you go along.  You then have a nice mapping that you can show other employees who need to work on or understand the process.

Just my thoughts – hope it helps.

I have been using FreeMind to do this.  You may end up with multiple maps, but it really helps to map out an unknown process.

-Russell

 

From: sikmleaders@... [mailto:sikmleaders@...]
Sent: Thursday, July 14, 2016 2:01 PM
To: sikmleaders@...
Subject: Re: [sikmleaders] Knowledge Transfer Tool

 

 

Here is my general outline

 

Planning session with retiree

Determine critical knowledge from retiree viewpoint

Define resources (documents & people) of knowledge

List who seeks support from retiree

Determine plan to collect and store retiree knowledge library

Planning session with people who seek support from retiree

Include retiree peers and organization + include replacement

Determine critical knowledge needed from their viewpoint – Critical Knowledge Form is a guide

Compare knowledge needs with retiree knowledge list and determine knowledge gaps

Build plan to transfer knowledge and fill gaps


David Smith


On Jul 14, 2016, at 2:28 PM, jeffrey.keefer@... [sikmleaders] <sikmleaders@...> wrote:

 

I was asked to develop and use a knowledge transfer tool for a retiring senior staff member who has a lot of specialized knowledge we need to capture before he leaves (and before his replacement gets hired). This is similar to some knowledge audit work I am doing, though I think it requires more of a checklist that will then lead to conversations or at least prework to conversations we will then need to have about all of this.

Does anybody have a standard tool for this that I can borrow as a template and then adapt?

 

Thank you.

 

Jeffrey

 
Jeffrey Keefer <jeffrey.keefer@...>
 

Bill, thank you for sharing this Expert Knowledge Transfer deck via Jeff Stemke. Helpful way to frame this discussion and the steps involved.

 

 

 

  

Jeffrey Keefer, Ph.D.

Director of Training and Knowledge Management

The Trust for Public Land

Creating Parks and Protecting Land for People

 

666 Broadway, 9th Floor

New York, NY 10012

Office: 212-574-6882

Cell: 917-837-2788

 

www.tpl.org

jeffrey.keefer@...

 

From: sikmleaders@... [mailto:sikmleaders@...]
Sent: Sunday, July 17, 2016 1:36 PM
To: sikmleaders@...
Subject: RE: [sikmleaders] Knowledge Transfer Tool -- for Maximum future value [1 Attachment]

 

 

[Attachment(s) from bill@... included below]

Dear Colleagues

 

Many years ago, Jeff Stemke, who was at Chevron at the time, developed a targeted methodology for Knowledge Transfer from Experts.

 

I have attached it here.  I have used this approach often, have found this approach to be very effective, and have shared it broadly among my clients. (Thank you Jeff!)

 

Hope you find this useful. Jeff’s approach is systematic, disciplined, and an effective plan for targeted knowledge transfer.  Further, it is effective whether you are dealing with any type of workforce attrition or turnover, not limited to a retiring workforce.

 

Bill

 

 

 

  

 

Learn more about the solutions and value we provide at www.workingknowledge-csp.com

 

 
Jeffrey Keefer <jeffrey.keefer@...>
 

Thanks, Jeff, for your interpretation of a way to frame critical knowledge. I like the notion of “what are the expert's key roles or tasks” as a better way to frame this, with the notion that “key roles” can mean various things and through an ensuing discussion of it we learn about how the retiree-in-waiting will conceive of his work.

 

  

Jeffrey Keefer, Ph.D.

Director of Training and Knowledge Management

The Trust for Public Land

Creating Parks and Protecting Land for People

 

666 Broadway, 9th Floor

New York, NY 10012

Office: 212-574-6882

Cell: 917-837-2788

 

www.tpl.org

jeffrey.keefer@...

 

From: sikmleaders@... [mailto:sikmleaders@...]
Sent: Monday, July 18, 2016 12:04 PM
To: sikmleaders@...
Subject: [sikmleaders] Re: Knowledge Transfer Tool -- for Maximum future value

 

 

Bill: glad you are finding the approach useful.

 

One seemingly obvious lesson I've learned in the first step (identify critical knowledge):

 

Most managers and experts get bogged down trying to articulate what the expert "knows." As we understand, this can cover a broad scope and is often intangible. 

 

A better question is "what are the expert's key roles or tasks." These are much more visible and amenable to task analysis. Of course some of the expert's work will be based on tacit experience, but this becomes easier to articulate when you focus on specific tasks (troubleshooting, design,etc.)

 

Another benefit is that you can easily observe the learner performing the task and judge their capabilities. This gives you and the organization confidence that successful knowledge transfer has occurred.

 

--Jeff
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