Sharing Hidden Know-How: How Managers Solve Thorny Problems With the Knowledge Jam

Foreword by Nancy M. Dixon ix

Introduction xiii

Chapter One: Knowledge Jam Rationale: Solving Thorny Problems 1

What’s Not Working? 3

Blind Spots 6

Mismatches 9

Knowledge Jails 11

Sidebar: Contrasting the Effects of Non-Participative Versus Collective Capture 14

Chapter Two: Knowledge Jam Basics 19

Step 1: Select 22

Step 2: Plan 24

Step 3: Discover/Capture 25

Step 4: Broker 27

Step 5: Reuse 29

Chapter Three: Discipline 1: Facilitation 31

The Facilitator’s Mandate 33

1. Facilitating the Select Step 34

2. Facilitating the Plan Step 38

3. Facilitating the Discover/Capture Step 49

4. Facilitating the Broker Step 64

5. Facilitating the Reuse Step 65

Chapter Four: Discipline 2: Conversation 67

Posture of Openness 69

Pursuit of Diversity 74

Practices of Dialogue 80

Chapter Five: Discipline 3: Translation 89

Brokers’ Motivators 91

Brokering Basics 94

Chapter Six: Bespeckled, Married, and Emancipated 107

Boundary-Spanning 108

Surfacing Usable Insight 109

Putting Knowledge to Work 111

Chapter Seven: Knowledge Jam Heritage: Prequel to the Three Disciplines 115

Intelligence Acquisition 116

Organizational Learning 121

Sidebar: Structural Dynamics: Strategically Simulating Diversity 128

Collaboration Technology 135

Chapter Eight: Comparing Knowledge Jam to Other Knowledge-Capture Methods 141

A Facilitation-Conversation-Translation Scale 142

Chapter Nine: Building a Knowledge Jam Practice 157

Building a Business Case and Selling Knowledge Jam 159

Sidebar: The Price is Right! 174

Cultivating Knowledge Jam Facilitators 177

Measuring and Promoting Success 180

Chapter Ten: Knowledge Jam for Leading Change and Leveraging Social Media 183

Using Knowledge Jam for Leading Change 185

Sidebar: Jamming in the Boardroom—Shared Insight in Action 188

Knowledge Jam for Business Transformation and Social Media 190

Chapter Eleven: An Invitation 199

Why Knowledge Jam (and Other Forms of Knowledge Elicitation) Will Take Off 200

You Have Your Toolkit 201

More Than a Business Tool 203

Appendices 205

A: Knowledge Types 205

B: Knowledge Jam Templates 209

C: Glossary of Terms 215

D: Case Studies 219

Institute for Healthcare Improvement (Healthcare Quality Improvement Non-Profit) 219

Forest Bioproducts Research Institute (New Energy Institute) 222

E: Knowledge Jam Practice FAQs 225

Notes 233

Acknowledgments 239

The Author 241

Index 243