Organizational Development for Knowledge Management at Water ...

Step 1. Select Interview Candidates. Interview candidates are selected to give a variety of
perspectives on the project or process. When developing a thorough learning history, the
selection of interview candidates should include those who initiated, participated in, or were
affected by the project in any way.
Step 2. Conduct Interviews. (See Interviewing) Interviews can be conducted in-person, or by
telephone when in-person interviews are not possible. The interviews generally average about
45 minutes in length and to maintain consistency are conducted by the same interviewers
whenever possible. The interviews are designed to be reflective, to allow the interview
candidate to speak freely without the constraints of over structure. No more than six general
questions are prepared in advance. Additional questions are asked during the interview based
on the responses of the interview candidates to gather more specific information. General
interview questions might include:
What was your role in the initiative?
How would you judge the success of the initiative?
What would you do differently if you could?
What recommendations do you have for other people who might go through a similar
process?
What innovative things were done or could have been done?
Step 3. Record and Transcribe Interviews. Interviews are recorded to ensure the quotes used
in the learning history are accurate. The recorded interviews are transcribed to enable analysis
of interview data.
Step 4. Analyze Data. The interview data is analyzed and sorted to identify like themes and
sub-themes. Quotes are identified to support the major themes from a balance of perspectives.
Step 5. Document Key Themes and Supporting Quotes. In this step, assemble and record
the themes and supporting quotes into the right-hand column of the document. The quotes
should be in no particular order, but designed to provide a picture of the theme from the different
perspectives of the interview candidates. Now develop the left-hand column of each section,
which includes commentary and potential questions for consideration that relate to the adjacent
quotes. The left-hand column commentary does not reflect the questions asked during the
interview process but rather comments, questions, and conclusions posed by the author to the
reader for further reflection.
Step 6. Validate Quotes. In the final step in the process, validate the quotes that are used in
the learning history document with the interview candidates. Although interviews were recorded
and quotes are anonymous, quotes are validated to ensure they were not taken out of context
and truly represent the intent of the speaker. Quotes are sent to each interview candidate for
correction and a signature of approval.
Expected Outcomes:
Allows an organization to learn from its own history.
Makes employees aware of the importance of focused learning on the job by
demonstrating past experiences, successes and mistakes.
See:
Case Example #3 (Hill and Knowlton)
Case Example #6 (SHELL HP)
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