The transfer and management of knowledge will continue to bedevil organizations for decades
to come. While technology poses a number of barriers, the successful collection of wisdom and
insights from veteran workers, and the transfer of this knowledge to the emerging generations,
may well set forth the most insurmountable of obstacles due to the human interactions required.
to come. While technology poses a number of barriers, the successful collection of wisdom and
insights from veteran workers, and the transfer of this knowledge to the emerging generations,
may well set forth the most insurmountable of obstacles due to the human interactions required.
What follows are five trends believed to represent the most formidable of these barriers. Consider
the questions at the end of each topic to assess how it may impact your actions and the actions
of those around you.
the questions at the end of each topic to assess how it may impact your actions and the actions
of those around you.
Perception of the value and relevance of knowledge
The value of knowledge must be measured in different ways. Skills may be essential to daily
operations, but the vision and insights gathered over years of experience set organizational
strategy – not to mention helping to avoid crises when they appear. But how will those in the
emerging generations perceive the value of knowledge they may not comprehend or appreciate
at the time?
operations, but the vision and insights gathered over years of experience set organizational
strategy – not to mention helping to avoid crises when they appear. But how will those in the
emerging generations perceive the value of knowledge they may not comprehend or appreciate
at the time?
Using the case of technology as their guide, some have made the leap that if a certain body
of knowledge is not available in a digital form, it must be no longer relevant. In other cases this
knowledge may not appear meaningful, as application of it is not necessarily immediate. It will be
incumbent upon organizations to convince younger workers of the value of knowledge while
delivering it in a way that demonstrates relevancy.
Questions to consider: What steps does your organization need to take to convince young users
of the relevance and applicability of a particular base of knowledge? What kinds of information
within your environment will prove particularly challenging to transfer and manage?
of the relevance and applicability of a particular base of knowledge? What kinds of information
within your environment will prove particularly challenging to transfer and manage?
The impact of convenience on critical thinking
Technology has always been a mixed blessing. Society appears to be migrating towards a
model of menu-driven thinking that replaces traditional problem solving approaches with
choice-oriented applications.
model of menu-driven thinking that replaces traditional problem solving approaches with
choice-oriented applications.
On one level, this kind of technology can enhance the delivery of training and instruction by
offering applications that appeal to young minds by addressing their expectation of
entertainment and stimulation. At the same time, it can be argued the nuances of critical
thinking are lost on those who develop a reliance on menu-driven options to make decisions.
Yes, simulations and games may offer solutions to this challenge, but the technology and true
integration of this approach is in its infancy.
offering applications that appeal to young minds by addressing their expectation of
entertainment and stimulation. At the same time, it can be argued the nuances of critical
thinking are lost on those who develop a reliance on menu-driven options to make decisions.
Yes, simulations and games may offer solutions to this challenge, but the technology and true
integration of this approach is in its infancy.
Questions to consider: What knowledge bases within your organization are amenable to being
managed using a technological platform? What knowledge bases will prove difficult because of
their nature of problem-solving orientation? What steps can you take to address the challenges
of both?
managed using a technological platform? What knowledge bases will prove difficult because of
their nature of problem-solving orientation? What steps can you take to address the challenges
of both?
The influence of impatience and nonstop stimulation
The emerging generations are products of a 24/7/365 multimedia environment that leaves many
uncomfortable with silence. The nature of knowledge transfer, especially within non-technical
realms, is based largely on patient information gathering and processing. A classic example of
this is the passing of wisdom and insights from a veteran to an emerging leader. The methodology
for this typically consists of story telling, discussion and repeated exposure to the environment.
realms, is based largely on patient information gathering and processing. A classic example of
this is the passing of wisdom and insights from a veteran to an emerging leader. The methodology
for this typically consists of story telling, discussion and repeated exposure to the environment.
For the impatient young learner, this may be a struggle, especially if the mentor is less than
effective at investing in the value of what the protégé has to offer. These relationships cannot be
forced, but contain the transfer of knowledge critical to organizational health over time.
effective at investing in the value of what the protégé has to offer. These relationships cannot be
forced, but contain the transfer of knowledge critical to organizational health over time.
Questions to consider: How can you best coach veteran managers and leaders to work with
emerging professionals in transferring their base of knowledge and wisdom effectively? How can
you convince emerging workers of the value of story-telling, interviews and reflection as an
effective menu for learning and embracing a non-technical knowledge base?
emerging professionals in transferring their base of knowledge and wisdom effectively? How can
you convince emerging workers of the value of story-telling, interviews and reflection as an
effective menu for learning and embracing a non-technical knowledge base?
Rejection of veteran’s knowledge
Many have assumed young workers will reject the knowledge of experienced contributors out of
hand. But this is not so much an outright rejection as a search for relevance. While experience is
hailed as buttressing knowledge, it can also bedevil the transfer of critical information by
hand. But this is not so much an outright rejection as a search for relevance. While experience is
hailed as buttressing knowledge, it can also bedevil the transfer of critical information by
obscuring it with non-essential data, insights and stories. After all, the older we become, the more
we tend to use the past as a reference point for the present.
we tend to use the past as a reference point for the present.
Emerging workers have little patience for enduring the embellished tales of the 30-year veteran.
This is not new. It has been exacerbated by the impatience and over-stimulation mentioned above.
This is not new. It has been exacerbated by the impatience and over-stimulation mentioned above.
If knowledge is to be transferred successfully, both parties must work collaboratively. Veteran
workers must distill their experiences and wisdom down to the essentials. Emerging workers must
accept the fact that the nuances of this transfer will take considerable time and effort, with those
currently possessing the knowledge.
workers must distill their experiences and wisdom down to the essentials. Emerging workers must
accept the fact that the nuances of this transfer will take considerable time and effort, with those
currently possessing the knowledge.
Questions to consider: How can you encourage workplace veterans to share their knowledge and
insights in ways that are most appealing to the emerging generations? How can you encourage
insights in ways that are most appealing to the emerging generations? How can you encourage
young workers to embrace the relevance of the knowledge they are learning and to work
collaboratively with veteran contributors to facilitate the process?
collaboratively with veteran contributors to facilitate the process?
Expectations of continuous learning
The emerging generations have concluded that knowledge and skills equal versatility. This
versatility will, they believe, enhance their ability to remain consistently employed in a
meaningful way. They willingly embrace opportunities to develop new proficiencies and learn
new disciplines. For this reason alone, most eagerly search for novel experiences and know-
ledge bases to conquer. The acquisition of these skills and knowledge bases, however, should
not be equated with topical mastery.
versatility will, they believe, enhance their ability to remain consistently employed in a
meaningful way. They willingly embrace opportunities to develop new proficiencies and learn
new disciplines. For this reason alone, most eagerly search for novel experiences and know-
ledge bases to conquer. The acquisition of these skills and knowledge bases, however, should
not be equated with topical mastery.
Veteran workers are sometimes put off by the youthful desire of some young professionals
because they see little evidence of an ability to apply these newly-acquired skills within the
environment. Given a choice between working with a 20-year veteran who has a high school
diploma and a newly minted MBA, veterans will tend to embrace the person with the years
of experience.
because they see little evidence of an ability to apply these newly-acquired skills within the
environment. Given a choice between working with a 20-year veteran who has a high school
diploma and a newly minted MBA, veterans will tend to embrace the person with the years
of experience.
Organizations will need to manage the transfer of knowledge to those most willing to embrace
mastery of a topic over time effectively. This will require a system that effectively addresses
several issues:
mastery of a topic over time effectively. This will require a system that effectively addresses
several issues:
1. Reluctance on the part of older workers to share knowledge that some equate with
job security
2. Skepticism on the part of emerging workers that the knowledge is relevant to them,
not just within the organization, but in a broader context
3. The desire to learn using delivery methods that young workers embrace, such as
simulations and Web 2.0 applications
4. Encouraging the patience, reflection and endurance required for emerging workers to
master the bases of knowledge contained within their areas of responsibility
Questions to consider: How can you and your organization successfully address the issues
identified above? What resources will be required to do so? What obstacles can you anticipate
in addressing these issues?
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identified above? What resources will be required to do so? What obstacles can you anticipate
in addressing these issues?
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