Tuesday, 22 May 2018

How bullet points kill knowledge.

Bullet points may have their place in helping punctuate meetings, but are no way to capture knowledge. 


image from wikimedia commons
Discussion and dialogue are still the most effective ways of transferring knowledge from person to person. Although"we know more than we can tell", we can still tell enough of what we know to transfer useful understanding and insight to someone else when they are standing in front of us, asking questions, and taking an active part in trying to understand. That's why techniques such as Peer AssistKnowledge HandoverKnowledge Exchange and so on are so powerful.

However the nature of the human memory is that as soon as we hear something we start to forget it.

Notes from the meeting are crucial, even for the people who attended. Traditionally, facilitators of such events stand up the front of the room and write bullet points on a flip-chart. However when a good discussion gets going, there is no way that you can write bullet points quickly enough, and in enough detail, to capture the details, the subtleties and the context of what is being discussed. And most importantly, bullet points don't capture the stories, and we learn best from stories.

Bullet points may be useful aides-memoire for those who were part of the discussion, but even then they are only useful for a very short time, and are totally useless for anyone who could not attend.

You can do a better job sat at the table, taking shorthand, but for the best results, you need to audio-record the meeting.

Then, what do you do with the recording?

  • Option 1 - transcribe it yourself. This is time consuming, but accurate. My favourite approach is to use voice recognition software trained to my own voice, and dictate into the computer while simultaneously listening to the recording (slowed down to about half speed).  The transcription can be used as the basis for a Knowledge Asset containing advice, good practice, stories and examples.
  • Option 2 - use a transcription service. This is quicker, but the transcription service will not understand any of the technical terms. You need to send them an entire glossary. This transcription can be also used as the basis for a Knowledge Asset.
  • Option 3 - edit the audio or video recording into a podcast or videocast. This can be useful, but a recording of an active conversation (rather than an interview) is actually very difficult to follow unless it is very well edited, and few people will sit through a recording of an entire meeting.
  • Option 4 - my preferred option - use options 1 or 2, and then in addition, get people to video-record a series of small summaries of the main points (rather like a big brother diary room).

Any one of these is infinitely better than bullet points on a flip chart.

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