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Wicked Problems, Software Process, and Dialog Mapping

Wicked Problems, Software Process, and Dialog Mapping. Dr. Jeff Conklin Director, CogNexus Institute cognexus.org. Background. Research: Software Technology Program at MCC, Austin Software Startup: Corporate Memory Systems, Inc Training & Consulting: GDSS, Inc

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Wicked Problems, Software Process, and Dialog Mapping

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  1. Wicked Problems, Software Process, and Dialog Mapping Dr. Jeff Conklin Director, CogNexus Institute cognexus.org

  2. Background • Research: Software Technology Program at MCC, Austin • Software Startup: Corporate Memory Systems, Inc • Training & Consulting: GDSS, Inc • Training, Facilitation, Research: CogNexus Institute • Thanks to Stan Rifkin © 2001 CogNexus Institute

  3. Collaborative Display • CogNexus is about tools that augment cognition (personal & group) • Effective communication (listening) • Efficient meetings (less repetition) • Group memory – decision rationale • Shared/collaborative display (exercise) © 2001 CogNexus Institute

  4. Collaborative Display • Human Short Term Memory: 7 ± 2 X 555 - 4952 O © 2001 CogNexus Institute

  5. Collaborative Display • Three elements: • Hypertext diagram in shared display • Conceptual structure/grammar • Facilitator/technographer © 2001 CogNexus Institute

  6. It’s About Language • Literacy, fluency in collaboration • The basic elements of design conversations: • Questions • Possible answers (Ideas) • Arguments (for and against Ideas) • Today, you will learn a new language! © 2001 CogNexus Institute

  7. How Humans Really Approach Complex Problems Problem Solution Time © 2001 CogNexus Institute

  8. Early attempts at solutions • Experiments • Prototypes • Hunches • Late efforts to understand the real problem How Humans Really Approach Complex Problems • Problem solving is Opportunity-Driven © 2001 CogNexus Institute

  9. “Wicked Problems” • You don’t understand the problem ‘til you have a solution • Many stakeholders • Changing constraints • $$, time, players • Run out of resources Versus "Tame Problems" © 2001 CogNexus Institute

  10. Study: How Humans Really Work Problem Solution © 2001 CogNexus Institute

  11. All Work Happens in this Box Our Artifact-oriented World Most focus is on the creation of these “artifacts” -- mostly documents of different kinds. © 2001 CogNexus Institute

  12. All Work Happens in Here Our Artifact-Oriented World Not much support for the messy, informal process by which these documents get created, vetted, circulated, etc. © 2001 CogNexus Institute

  13. What Is Process Made of? Conversations Mostly … meetings! • At a lower level: • Issues • Assumptions • Decisions & their Rationale! © 2001 CogNexus Institute

  14. Dialog Mapping • A simple, elegant grammar for problem solving & decision making • Process-oriented – exposes the structure of wicked problem thinking • Based on the Issue-Based Information System (IBIS) concept (1972) © 2001 CogNexus Institute

  15. ? State a problem or issue Offer a possible solution + Support an Idea Object to an Idea Dialog Mapping • Questions • Ideas • Pros • Cons © 2001 CogNexus Institute

  16. + Get what we want Build a new one - Takes longer + External support Buy one Which one to buy? Dialog Mapping What should we do about the tracking system? © 2001 CogNexus Institute

  17. Practice Exercise • Pair up – Pick who is Facilitator, who is Client • Client: Pick a serious problem you’ve been thinking about. Starting describing it. • Facilitator: Start writing down, in IBIS, the key elements: • Questions, Ideas, Pros and Cons • Keep showing your map to the Client, get their OK that you’re getting it right. © 2001 CogNexus Institute

  18. Best Question New Root or Parallel Questions Three Modes of Discourse Make a Case FOR Make a Case AGAINST Cons, Challenging Questions Ideas, Pros

  19. QuestMap™ • Supports IBIS plus Notes, References … • Multi-user shared space • No limit to size or number of maps • Prints maps and outlines • Windows, Win95, Win98, NT © 2001 CogNexus Institute

  20. Basic Stuff to Remember • Practice on simple problems • Focus on finding the questions • Write big and clear enough for everyone to see • Split your attention between the group and the display • … Questions, Ideas, Pros, and Cons! © 2001 CogNexus Institute

  21. Tips for Wicked Problems • Create a shared Dialog Map • Acknowledge each comment by capturing it (build trust) • Validate the map with the participants • Structure into chunks by topic • Bring others up to speed by sharing the map with them © 2001 CogNexus Institute

  22. Summary • Project forces create widespread fragmentation • Shared understanding and commitment create coherence • How to create Shared Understanding: • Listen to and capturing Stakeholder comments • Provide a Shared Display of the conversation (e.g. QuestMap, Word, ...) © 2001 CogNexus Institute

  23. Next Steps • Start using Dialog Mapping informally • Private notes, family decisions • Group meetings, planning sessions • Take the 2-day Dialog Mapping Workshop • Facilitation skills are for everyone! • Buy QuestMap ($89 single user) or get free 30-day trial version • At CogNexus site follow links: Services & Products, Collaborative Technology © 2001 CogNexus Institute

  24. And read the white papers on our web site http://cognexus.org © 2001 CogNexus Institute

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