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Knowledge Capture and Codifi cation 113

Learning by Observation There are at least two types of discernible expertise: skill or
motor based (e.g., operating a piece of machinery, riding a bike) and cognitive exper-
tise (e.g., making a medical diagnosis). Expertise is a demonstration of the application
of knowledge. The learning-by-observation approach involves presenting the expert
with a sample problem, scenario, or case study that the expert then solves. Although
we cannot observe someone ’ s knowledge, we can observe and identify expertise. The
key is to use audio or video to record what the expert knows. People think of video
mainly as a presentation device. However, experience has shown again and again that
video recordings of informal and unrehearsed expert demonstrations form a perma-
nent record of task knowledge — one that can be mined repeatedly. However, one
should always accommodate the particular expert or interviewee at all times — many
individuals end up feeling much less comfortable if they know they are being recorded.
The happy medium is to bring along recording equipment but allow the subject the
choice and hand over the controls to them — so they can mute whenever they wish
to “ speak off the record. ” For physical demonstrations, inexpensive digital camcorders
are recommended. For software demonstrations, screen capture movie software that
records the action directly from the desktop is recommended. Together, simple equip-
ment and simple techniques can capture an amazing range of information and
demonstrations.

Other Methods of Tacit Knowledge Capture A number of other techniques may be
used to capture tacit knowledge from individuals and from groups, including:
• Ad hoc sessions
• Road maps
• Learning histories
• Action learning
• E-learning
• Learning from others through business guest speakers and benchmarking against
best practices
Ad hoc sessions are a means of rapidly mobilizing a community of practice or
informal professional network to a member ’ s call for help. These are usually brain-
storming sessions of no more than thirty minutes and can take place as face-to-face
meetings or make use of technologies such as instant messaging, e-mail, teleconfer-
ence, and chat rooms.
Road maps are more formal in nature. They tend to be facilitated problem-solving
meetings that are scheduled, convened, and that follow an agenda. The objective is