A large part of companies’ knowledge is not available for all for the only reason people are not conscious of the importance of some details of their experience and that, since others don’t know what these people know, they don’t think of asking them anything…
Hence the importance of not organising knowledge capture on the only base of “forms people have to fill” and pay attention to what can capture conversations which are the only way to make emerge “what we don’t know people know and they dont measure the importance”.
That reminds of this famous Donald Rumsfeld’s sentence. It made me laugh at this time, but perharps it has more sense than I though (even if he didn’t did it in purpose…)
There are known knowns. These are things we know that we know.
There are known unknowns. That is to say, there are things that we know we don’t know.
But there are also unknown unknowns. There are things we don’t know we don’t know.