1. Semantic
Skills &
Knowledge
Management
Net-Centric Approach to
Tacit Knowledge Management
Michael Brown
SkillsNET Corporation
Michael Kruger
Federal Aviation Agency
Visibility into Embedded Knowledge & Expertise Assets
SkillsNET Corporation SIKM Leaders Community Conference Copyright 2011 Net-Centric Tacit Knowledge Management 1

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Skills &
Knowledge
Management
Today’s Objective
Overview of Ground Breaking KM Research
Identifying and Harvesting Hidden Knowledge and Employee Expertise
System to Auto Populate Knowledge & Expertise Assets
Introducing
Most Important Knowledge and Expertise
MIKE
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Skills &
Knowledge
Management
Major Research Objectives
1. Is it possible to capture operational and tacit
knowledge via net-centric event and content analysis?
2. Could such a process become ubiquitously imbedded
in every day workflow routines?
3. Would such a system increase visibility into Tacit
Knowledge and expertise data?
4. Could such a system be integrated into enterprise
architecture?
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Skills &
Knowledge
Management
Projected Outcomes
The Tacit Knowledge Capture Process must….
• Automatically collect the organizational memory or tacit
knowledge of current experts.
• Create an enterprise repository of tacit knowledge to sustain
the current expert knowledge base, adding to it as it grows.
• Capture and populate informal practices and processes that are
not captured in traditional Knowledge/CoPs.
• Bridge the gaps in unstructured business data between one or
among many Knowledge/CoPs, enabling the enterprise to
consolidate information for better knowledge fusion.
• Serve as a universal sharing mechanism that enables a
supportive culture for knowledge sharing, and a culture that
embraces “sharing knowledge is power” will help
organizations to truly maximize their intellectual capital.
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Framing the Discussion
Skills &
Knowledge
Management
• Today’s organization are experiencing a convergence:
• Emerging technologies affecting work practices
– Virtualization of work
• A maturing workforce
– Retiring and/or moving on to second careers
– Walking out the door with years of experience
• Hiring of Tech-savvy employees
– High comfort and skill; technology is natural
• New Internet capabilities
– Web 2.0 (social web) / Web 3.0 (semantic web)
• The Leadership mandate:
Maximize the enterprise’s intellectual capital via tacit
knowledge management to optimize capability and
competitiveness
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Skills &
Knowledge
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Pilot Project Design
• Literature and best
practices review to
support MIKE design
principles
• AJW-22 Personnel
Roster to identify
study participants
• 23 Field Trip
reports in several
formats (DOC, PDF,
etc.)
• 7,154 Record of
Assistance records
starting 10/2006 and
ending 6/2009
• 2,000 emails
6
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Skills &
Knowledge
Management
Enterprise Environment
Context
Sensitive
Customer /Vendor Space Feedback
Enterprise Team Customer Satisfaction CSSS
Support Services
Causal Analysis Predictive Intelligence Strategy Formation
MIKE
Pilot
Leadership Context Patterns/
Risk Metrics Context – Specific
Performance
Learning
Business Shared Expertise
Engineers
Process
Management
ERP Organization
MIKE Analysis
Context
Filters
Proxy KM
Legacy
Knowledge
Sources Performance Readiness
TechNet
Metadata
OJT
Intelligence KM Library
Legacy Information /
Knowledge Resources
Autobundle Autotag
Enterprise Intelligence
Org. Health Metrics Content Disaggregation
Performance Pattern Analysis Policy/
Event/Transaction Management Operational Change
Learning
Requirements Readiness Support
School – OJT Courses
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Skills &
Knowledge
Management
Ontology Driven Structure
MIKE is self-populating - self-correcting – self learning
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Skills &
Knowledge
Management
Backroom Web 3.0
Integrated Net-Centric and Semantic Environment Most Important
Knowledge and
Expertise
MIKE
Data Collection Semantic Analysis Data Alignment Data Presentation
Net-Centric
Event Management Dashboard
/Content
1 2 3
Email
Blog, Wiki
Associations/ Semantic/ MIKE
IM, etc. Sensor Context Taxonomic
Affiliation NLP
Appliance
Small Worlds
Analytics Adjustment Dashboard
Other Content Engine
Sources
Reports
Diagrams
Records
“We didn’t hire smart people so we could tell them what to do;
we hired them to tell us what to do.”
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Skills &
Knowledge
Management
Welcome to MIKE. The ATO-ATCF Network of Tacit Knowledge Resources for Individuals and Teams
Most Important Knowledge and Expertise Network
A Semantic Web solution to capture knowledge and expertise in reports, emails, and technical documents
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Skills &
Knowledge
My Profile Page
Management This is the profile others will see.
Role, Specialty, Team, Recent
Skills, Contact, Favorite Experience
Websites
My ATCF-PSG Role
My Top Verbs
Higher / Lower
Order Thinking
Capability
Team Top Verbs Recent
Solutions I
My System, Sub Contributed
Specialty, Parts
Expertise
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Skills &
Knowledge
Management My Technical Associates Network Page
(Shared interest/expertise with others)
Team Expertise
Network Node
Graphic
FAA Associates
Shared Attributes
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Skills &
Knowledge
My Expertise Page
Management
Search My Expertise
Personal and
Team Expertise
Graphics
Dynamic Themes / Patterns (email, wiki, blog, documents, etc.)
System, Specialty, Parts
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Skills &
Knowledge
Management My Experience Page
Search My Experience
If something was sent or used
Personal and
Team Experience
Graphics
Date, Airport, City, State, System
Advised or Visited
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15. Semantic
Skills &
Knowledge
Management My Solutions Page
Search My Solutions My Solutions Library
Personal and
Team Solutions
Graphics
View Charts/Video
Problem
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Skills &
Knowledge
Management
Contextual Environment
Second line engineers
research Net-centric
and other content, e.g.,
4. MIKE
Records of Assistance, Electronic artifacts
Tech Reports,
Handbooks, etc. 3. are “processed” and
added to MIKE
Second line engineers
collaborate electronically EK with embedded TK
with other engineers who
use TK & EK to assist
Second line 5. MIKE Data are shared to solve
engineers new problems; solutions are then
2. use TK to added to MIKE as new TK
formulate a
solution
Second line
engineers
receive a
Vendors Field Technicians /
1. request for
assistance
Engineers
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Skills &
Knowledge
Management
Feeding Legacy Applications
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Major Outcomes / Results
Skills &
Knowledge
Management
Demonstrated easy harvesting of net-centric data and allowed for:
• Extraction of data from social business, expertise and trust networks.
• Event-based filtering and navigation of e-mail, blog, wiki discussions.
• Uncovering hidden tacit knowledge in explicit knowledge artifacts.
• Filtering and navigation of VoIP telephony transactions.
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Conclusion and Outlook
Skills &
Knowledge
Management
• Given the forces of change, more effective capturing and sharing
of TK across the enterprise is essential for maximizing
organizational performance and competitiveness; MIKE
technology can facilitate this.
• The work culture is migrating toward a Virtual Organization (VO)
operational environment; MIKE technology can help organizations
manage that imminent change.
• Tacit knowledge and sharing patterns can be captured, presented
and optimized without disruption to employees’ daily routine.
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Skills &
Knowledge Have questions / need more info?
Management
Michael.brown@skillsnet.com
Mjkruger@aol.com
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