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

Introduction.

Chapter 1: Knowledge Jam Rationale: Solving Thorny Problems.

What's Not Working?

Blind Spots.

Mismatches.

Knowledge Jails.

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

Chapter 2: Knowledge Jam Basics.

Step 1: Select.

Step 2: Plan.

Step 3: Discover/Capture.

Step 4: Broker.

Step 5: Reuse.

Chapter 3: Discipline 1: Facilitation.

The Facilitator's Mandate.

1. Facilitating the Select Step.

2. Facilitating the Plan Step.

3. Facilitating the Discover/Capture Step.

4. Facilitating the Broker Step.

5. Facilitating the Reuse Step.

Chapter 4: Discipline 2: Conversation.

Posture of Openness.

Pursuit of Diversity.

Practices of Dialogue.

Chapter 5: Discipline 3: Translation.

Brokers' Motivators.

Brokering Basics.

Chapter 6: Bespeckled, Married, and Emancipated.

Boundary-Spanning.

Surfacing Usable Insight.

Putting Knowledge to Work.

Chapter 7: Knowledge Jam Heritage: Prequel to the Three Disciplines.

Intelligence Acquisition.

Organizational Learning.

Sidebar: Structural Dynamics: Strategically Simulating Diversity.

Collaboration Technology.

Chapter 8: Comparing Knowledge Jam to Other Knowledge-Capture Methods.

A Facilitation-Conversation-Translation Scale.

Chapter 9: Building a Knowledge Jam Practice.

Building a Business Case and Selling Knowledge Jam.

Sidebar: The Price Is Right!

Cultivating Knowledge Jam Facilitators.

Measuring and Promoting Success.

Chapter 10: Knowledge Jam for Leading Change and Leveraging Social Media.

Using Knowledge Jam for Leading Change.

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

Knowledge Jam for Business Transformation and Social Media.

Chapter 11: An Invitation.

Why Knowledge Jam (and other forms of Knowledge Elicitation) will take off.

You Have Your Toolkit.

More Than a Business Tool.

Appendices.

A: Knowledge Types.

B: Knowledge Jam Templates.

C: Glossary of Terms.

D: Case Studies.

Institute for Healthcare Improvement (Healthcare Quality Improvement Nonprofit).

Forest Bioproducts Research Institute (New Energy Institute).

E: Knowledge Jam Practice FAQs.

Notes.

Acknowledgments.

The Author.

Index.