Organizational Development for Knowledge Management at Water ...

Initially broad: "Tell me about..." "Describe..."
More detail: "Who? What? When? Where? How?"
Very detailed: "Yes" or "No" to verify information
After the Interview
8. Document your findings as soon as possible and follow up with interviewees on areas of
uncertainty.
9. Consider sending interviewees a summary of their comments to confirm what you heard and
how you interpreted their statements.
Interviewing does not always come naturally; it is basically a learned skill. Here are some
useful tips:
People learn best via stories—let them tell their stories. This also helps keep (and
transfer) the context of what they are saying.
Don’t settle for vague answers. For example, if the responder says, ―You need enough
time for planning‖ ask them ―How much time?‖
Dig for causes. For example, ask: ―What was missing that caused this to happen?‖
―What did you put in place to ensure success?‖ ―
Don’t ask closed questions. Give the responder some space to reflect and answer.
Ask expanding questions. For example, ―What made that a success?‖ ―What would be
three pieces of advice for the next person facing this challenge?‖ ―What makes you say
that?‖ ―How did you achieve that?‖ ―Would you do something differently next time?‖
In Case Example #1 (ReVisions), interviews with upper management were used during a
Knowledge Audit to gain a better understanding of the corporate culture. In Case Example #16
(Virginia Department of Transportation), interviews started the knowledge mapping process. An
Interviewing Profiling Tool provides sample questions that might be used in support of a
knowledge audit or knowledge retention effort. In Case Example #15 (US Army TEAM C4ISR),
interviews are used to produce a Key Learnings Document, part of the knowledge capture
process.
Expected Outcomes:
The data, information and understanding needed to meet the reasons for having the
interview.
Interviewees may have a better appreciation for their work and its value to the
organization.
See:
Case Example #1 (ReVisions)
Case Example #15 (US Army TEAM C4ISR)
Case Example #16 (Virginia Department of Transportation)
Tools: Interviewing Profiling Tool
Key Learnings Document
KM Desk Guide
Learning History
Sample KM Plan
C-55
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