Knowledge Worker Information Processing - an Overview

The goal behind this series of posts about knowledge working and knowledge workers is to understand something of the audience that most of the efforts of organizational learning and development professionals are targeted at; the knowledge workers (KWs) themselves. Today, I'm will wrap up the series by concluding my analysis of the William P. Sheridan's How to Think like a Knowledge Worker (2008).

I believe that knowledge working is intimately bound within the organizational context: knowledge workers use their skills and experience to innovate solutions to real-world problems. One of the primary conditions of knowledge working is the social aspect – knowledge workers typically collaborate with their peers, whether they are individuals with similar skill assets, such as application development teams working in an agile software development environment, or in project teams which require knowledge workers from different disciplines (technical architects, business analysts, and product consultants, for example) to cooperate in the implementation of the solutions on a customer site.

Figure 1. Human Knowledge Mindmap (after Sheridan)

In this context, Sheridan uses the Human Knowledge MindMap (see Figure 1. to converge the skills and knowledge of domain experts to look at the internal processes a knowledge worker uses to codify and utilize information in a fashion to what Donald Schon calls reflection-in-action.

We can say that the purpose of the mindmap is to enable KWs to "think effectively" (p.13). Most peoples’ thinking, is not clear, focused, or systematic enough to perform knowledge work competently. The purpose of the Human Knowledge MindMap is one approach that enables users to do this. Whether during learning, or on a job, effective thinking consists of a set of components as characterized in the mindmap.

Table 1 Knowledge worker thought processes

Sheridan suggests that to carry out this activity, the worker should do the following:

• Pick a situation, problem, challenge, decision or choice of interest or concern (on whatever basis you regard as appropriate).

Then proceed with the following steps:

• Identify which aspects are of most interest or concern to you.
• Prioritize (rank) your interests or concerns.
• Using the Human Knowledge MindMap as a visual guide, apply the relevant concepts to the most important (prioritized) aspects of your interest or concern (limit it to the top three aspects on your list to begin with).
• If you don’t recall whether or nor a particular concept is relevant, refresh your memory by re-reading the one-page outline.
• From this point apply the methodology as outlined above (this may, in addition to other things, require reading more materials to acquire the necessary depth of understanding in the issues you are trying to deal with).

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References:

Sheridan, W.P. How to Think like a Knowledge Worker:A guide to the mindset needed to perform competent knowledge work. United Nations Public Administration Network, New York. [Internet] Available from: http://unpan1.un.org/intradoc/groups/public/documents/unpan/unpan031277.pdf [Accessed 24 August 2008]

Thinking like a Knowledge Worker

Return again to a topic I looked at recently, here's some insights to thinking like a knowledge worker I discovered while undertaking my research on the subject. The concepts explored here are investigated in much more depth in a paper called How to Think like a Knowledge Worker by William P. Sheridan. I'd love to go into the level of detail that the author does, but to invoke the spirit of Star Trek's Dr. McCoy "For God's sake Jim, - I'm a blog, not a research paper."

"I'm a Doctor, not a blog..."

Moving on...

In his paper, Sheridan asserts that

Knowledge consists of concepts available to process information and guide action. Knowledge Management refers to "smart use of know-how." In a knowledge economy more and more tasks involved "think work."Thinking involves the separation of relevant information from irrelevant information. Therefore, "think work" is a component of "knowledge work," specifically the information processing part - the other part is just the "informed action" part.

(2008 p.5)

The author asserts that by assembling a "Human Knowledge Mindmap" (see Figure 1) we can develop a method to ensure the quality of knowledge worker outputs. He cites the example of W. Edwards Deming's methodology for quality control in industrial economies being "shunned" in the US, but being a key component in the growth of the Japanese automobile industry in the middle- to late 20th century as an example of how ignoring such approaches is done at organization's peril.

The central ideas of Sheridan's approach are Conceptual Pragmatism and Cognitive Economy.

If your question is "How do I know?" then [your answer] will involve some combination of empiricism, rationalism and constructivism. Such cognitive amalgamations do what makes "knowing" possible.

(p.9)

Figure 1. Human Knowledge Mindmap (after Sheridan)

We can say that there are three factors that characterize knowledge:

1. Empiricism (observable facts)
2. Rationalism (thinking things through)
3. Constructivism (formulating new ideas)

While we all undertake all three of these approaches, most people emphasize one of the trio; these "habits of emphasis" lead to partial or at best inadequate learning and knowing.

More...

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References:

Sheridan, W.P. How to Think like a Knowledge Worker:A guide to the mindset needed to perform competent knowledge work. United Nations Public Administration Network, New York. [Internet] Available from: http://unpan1.un.org/intradoc/groups/public/documents/unpan/unpan031277.pdf [Accessed 24 August 2008]