1 wicked problems, software process, and dialog mapping dr. jeff conklin director, cognexus...

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Wicked Problems, Software Wicked Problems, Software Process, and Dialog Process, and Dialog

MappingMapping

Dr. Jeff ConklinDr. Jeff Conklin

Director, CogNexus InstituteDirector, CogNexus Institute

cognexuscognexus.org.org

© 2001 CogNexus Institute

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BackgroundBackground

Research: Software Technology Research: Software Technology Program at MCC, AustinProgram at MCC, Austin

Software Startup: Corporate Software Startup: Corporate Memory Systems, IncMemory Systems, Inc

Training & Consulting: GDSS, IncTraining & Consulting: GDSS, Inc Training, Facilitation, Research: Training, Facilitation, Research:

CogNexus InstituteCogNexus Institute Thanks to Stan RifkinThanks to Stan Rifkin


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Collaborative DisplayCollaborative Display

CogNexus is about tools that CogNexus is about tools that augment cognition (personal & augment cognition (personal & group)group)

Effective communication (listening)Effective communication (listening) Efficient meetings (less repetition)Efficient meetings (less repetition) Group memory – decision rationaleGroup memory – decision rationale Shared/collaborative display Shared/collaborative display

(exercise)(exercise)


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Human Short Term Memory: 7 Human Short Term Memory: 7 ± 2± 2

555 - 4952555 - 4952XX

OO


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Three elements:Three elements:

– Hypertext diagram in shared displayHypertext diagram in shared display

– Conceptual structure/grammarConceptual structure/grammar

– Facilitator/technographerFacilitator/technographer


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It’s About LanguageIt’s About Language

Literacy, fluency in collaborationLiteracy, fluency in collaboration The basic elements of design The basic elements of design

conversations:conversations:– QuestionsQuestions– Possible answers (Ideas)Possible answers (Ideas)– Arguments (for and against Ideas)Arguments (for and against Ideas)

Today, you will learn a new Today, you will learn a new language!language!


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How Humans Really How Humans Really Approach Complex ProblemsApproach Complex Problems

TimeTime


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• Problem solving is Opportunity-Driven

• Early attempts at solutions• Experiments• Prototypes• Hunches

• Late efforts to understand the real problem

How Humans Really How Humans Really Approach Approach

Complex ProblemsComplex Problems


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““Wicked Problems”Wicked Problems” You don’t You don’t

understand the understand the

problem ‘til you have problem ‘til you have

a solutiona solution

Many stakeholdersMany stakeholders

Changing constraintsChanging constraints– $$, time, players$$, time, players

Run out of resourcesRun out of resources


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Study: How Humans Really Study: How Humans Really WorkWork


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Our Artifact-oriented Our Artifact-oriented WorldWorld

All Work Happens in this BoxAll Work Happens in this Box

Most focus is on Most focus is on the creation of the creation of these “artifacts” these “artifacts” -- mostly -- mostly documentsdocuments of of different kinds.different kinds.


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Our Artifact-Oriented Our Artifact-Oriented WorldWorld

All Work Happens in HereAll Work Happens in Here

Not much support for Not much support for the messy, informal the messy, informal processprocess by which these by which these documents get documents get created, vetted, created, vetted, circulated, etc.circulated, etc.


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What Is Process Made of?What Is Process Made of? ConversationsConversations

Mostly … Mostly … meetings!meetings!

At a lower level:At a lower level: IssuesIssues AssumptionsAssumptions Decisions & their Decisions & their Rationale!Rationale!


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DDialogialog M Mappingapping

A simple, elegant grammar for A simple, elegant grammar for

problem solving & decision makingproblem solving & decision making

Process-oriented – exposes the Process-oriented – exposes the

structurestructure of wicked problem thinking of wicked problem thinking

Based on the Issue-Based Information Based on the Issue-Based Information

System (IBIS) concept (1972)System (IBIS) concept (1972)


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QuestionsQuestions

IdeasIdeas

ProsPros

ConsCons

State a problem State a problem or issueor issue

Offer a possible Offer a possible solutionsolution

Support an IdeaSupport an Idea

Object to an IdeaObject to an Idea


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What should we do about the tracking system?

Build a new one

Buy one

Which one to buy?

Get what we want+

External support+

Takes longer-


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Practice ExercisePractice Exercise

Pair up – Pick who is Facilitator, who is Pair up – Pick who is Facilitator, who is ClientClient

Client: Pick a serious problem you’ve been Client: Pick a serious problem you’ve been thinking about. Starting describing it.thinking about. Starting describing it.

Facilitator: Start writing down, in IBIS, the Facilitator: Start writing down, in IBIS, the key elements:key elements:– Questions, Ideas, Pros and ConsQuestions, Ideas, Pros and Cons

Keep showing your map to the Client, get Keep showing your map to the Client, get their OK that you’re getting it right.their OK that you’re getting it right.

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Three Modes of DiscourseThree Modes of Discourse

Make aMake aCaseCaseFORFOR

Make aMake aCaseCase

AGAINSTAGAINST

BestBestQuestionQuestion

Ideas, Ideas, ProsPros

Cons,Cons,Challenging Challenging QuestionsQuestions

New Root or New Root or Parallel Parallel

QuestionsQuestions


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QuestMap™QuestMap™ Supports IBIS plus Supports IBIS plus

Notes, References Notes, References ……

Multi-user shared Multi-user shared spacespace

No limit to size or No limit to size or number of mapsnumber of maps

Prints maps and Prints maps and outlinesoutlines

Windows, Win95, Windows, Win95, Win98, NTWin98, NT


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Basic Stuff to RememberBasic Stuff to Remember

Practice on simple problemsPractice on simple problems Focus on finding the questionsFocus on finding the questions Write big and clear enough for Write big and clear enough for

everyone to seeeveryone to see Split your attention between the Split your attention between the

group and the displaygroup and the display … … Questions, Ideas, Pros, and Cons!Questions, Ideas, Pros, and Cons!


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Tips for Wicked ProblemsTips for Wicked Problems

Create a shared Dialog MapCreate a shared Dialog Map Acknowledge each comment by Acknowledge each comment by

capturing it (build trust)capturing it (build trust) Validate the map with the Validate the map with the

participantsparticipants Structure into chunks by topicStructure into chunks by topic Bring others up to speed by sharing Bring others up to speed by sharing

the map with themthe map with them


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SummarySummary Project forces create Project forces create

widespread fragmentationwidespread fragmentation Shared understanding and Shared understanding and

commitment create commitment create coherencecoherence

How to create How to create Shared UnderstandingShared Understanding::– Listen to and capturing Stakeholder commentsListen to and capturing Stakeholder comments– Provide a Shared Display of the conversation Provide a Shared Display of the conversation

(e.g. QuestMap, Word, ...)(e.g. QuestMap, Word, ...)


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Next Steps Next Steps Start using Dialog Mapping informallyStart using Dialog Mapping informally

– Private notes, family decisionsPrivate notes, family decisions– Group meetings, planning sessionsGroup meetings, planning sessions

Take the 2-day Dialog Mapping WorkshopTake the 2-day Dialog Mapping Workshop– Facilitation skills are for everyone!Facilitation skills are for everyone!

Buy QuestMap ($89 single user) or get Buy QuestMap ($89 single user) or get free 30-day trial versionfree 30-day trial version– At CogNexus site follow links: Services & At CogNexus site follow links: Services &

Products, Collaborative TechnologyProducts, Collaborative Technology


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http://cognexus.org

And read the white papers on And read the white papers on our web siteour web site

1 wicked problems, software process, and dialog mapping dr. jeff conklin director, cognexus...

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