1 Wicked Problems, Software Process, and Dialog Mapping Dr. Jeff Conklin Director, CogNexus...
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Transcript of 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
© 2001 CogNexus Institute
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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)
© 2001 CogNexus Institute
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Collaborative DisplayCollaborative Display
Human Short Term Memory: 7 Human Short Term Memory: 7 ± 2± 2
555 - 4952555 - 4952XX
OO
© 2001 CogNexus Institute
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Collaborative DisplayCollaborative Display
Three elements:Three elements:
– Hypertext diagram in shared displayHypertext diagram in shared display
– Conceptual structure/grammarConceptual structure/grammar
– Facilitator/technographerFacilitator/technographer
© 2001 CogNexus Institute
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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!
© 2001 CogNexus Institute
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How Humans Really How Humans Really Approach Complex ProblemsApproach Complex Problems
TimeTime
© 2001 CogNexus Institute
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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
© 2001 CogNexus Institute
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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
© 2001 CogNexus Institute
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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.
© 2001 CogNexus Institute
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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.
© 2001 CogNexus Institute
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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!
© 2001 CogNexus Institute
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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)
© 2001 CogNexus Institute
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DDialogialog M Mappingapping
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
© 2001 CogNexus Institute
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DDialogialog M Mappingapping
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-
© 2001 CogNexus Institute
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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
© 2001 CogNexus Institute
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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
© 2001 CogNexus Institute
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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!
© 2001 CogNexus Institute
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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
© 2001 CogNexus Institute
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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, ...)
© 2001 CogNexus Institute
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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