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Organizational Learning and Organizational Memory                     387



                   Table 11.2
                 The three-tiered approach to knowledge capture and transfer for knowledge continuity

                 Knowledge transfer (KT)
               approaches               Types of knowledge        Tangible by-products

                 Individual structured     Operational             Map of key knowledge
               interviews with expert     Anecdotal                Map of key contacts,
                 KT at individual level     Lessons learned      memberships
                                          Best practices           Glossary of discipline
                                          Where to fi nd knowledge     Interview templates
                                        and experts                Interview transcripts
                                                                   Key tasks and task support
                                                                 systems
                 Facilitated workshops with     Tactical           Workshop notes
               community of practice      Knowledge fl ow facilitators     Knowledge repository design
               members                                           and implementation
                                          Knowledge fl ow blocks
                 KT at group level                                 Map of social interactions
                                          Identifi cation of CoP
                                                                 within CoP and with external
                                                                 stakeholders
                 Storytelling workshops and     Strategic          Map of key intellectual assets
               individual interviews with     consensus regarding key   of the organization
               key executives           intellectual assets        Organizational lexicon of key
                 KT at executive levels     Criteria for evaluation of   concepts
                                        intellectual assets ’  business     Springboard stories
                                        value
                                                                   Historical knowledge
                                                                 (organizational  “ saga ” )

                         Source : Adapted from  Dalkir 2002 .

               at all three levels in order to identify what is fairly easy to transfer, hard to transfer,
               and impossible to transfer from one individual to another, in a retirement or succes-
               sion planning situation.
                    The three-tiered approach to knowledge capture and transfer described here helps
               ensure that critical intellectual assets are identifi ed at the individual, community, and
               organizational levels. By capturing all the individual, community, and organizational
               intellectual assets explicitly in the form of a map, the organization is able to make use
               of this to create and sustain competitive advantage, barriers to entry, and continued
               innovation and learning ( Senge 1999 ). The map of the organization ’ s intellectual
               assets will also make it much easier to identify knowledge areas at risk (imminent
               retirement of an expert, disbanding of a community of practice, lack of tangible by-
               products left behind as an organizational legacy).
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