4. Objective Knowledge Elicitation Interview Case Study Answers Questions Domain Expert Knowledge Engineer Results Knowledge Expert System

8. Expert End-User Multiple Experts Literature Reports Books Regulations Guidelines

10. Collect Task of acquiring knowledge from the expert Interpret Review/Identify key pieces of knowledge Analyze Gain insight into forming theories on the organization of the knowledge and problem-solving strategies Design Form new understanding of the problem that can aid further investigation

14. Psychological View of Elicitation Problems Unaware of Knowledge Used Unable to Verbalize the Knowledge Provides Irrelevant Knowledge Provides Incomplete Knowledge Provides Incorrect Knowledge Provides Inconsistent Knowledge

16. End-User Provide Overview Define Interface Requirements Define Explanation Requirements Help Define In-Place Operational Requirements Aid System Development Expert Provide Knowledge Aid Interpretation Aid Testing Knowledge Engineer Collect Knowledge Interpret and Analyze Knowledge Design New Session Manage Project

18. The First Team Meeting Remove Fear Remove Skepticism Establish Reasonable Goals Promote Openness To Change Provide Understanding of Expected Effort Convey Importance of Involvement Guidelines for the First Team Meeting(Preparing The Interview) Prepare Agenda Scheduling Materials List Tape Recording Video Recording

19. Beginning the Interview Set Initial Tone Review Agenda Conducting the Interview Following the Agenda Types of Questions Direct Indirect Good Question Design Avoid Multiple Part Questions Avoid Leading Questions Avoid Negative Questions Avoid Universal Questions Avoid the Use of Foreign Terms Avoid Subjective Terms

20. Question Sequence Funnel Sequence Active Listening Interruptions Pros: Clarifying an unknown issue, Requesting more details Cons: disrupt the expert’s train of thought, loss of information Interrupting the expert during a declarative discussion Interrupting the expert during a procedural discussion Ending the Interview Review the key findings Review any outstanding questions that were raised during the interview Discuss the unattended agenda items Discuss the future direction of the discussion Extend appreciation to the team members for their time and information

21. Overview and Example Ask a general question and see where it goes! The Satellite ES Example Guidelines Pose an initial prompt or indirect question Interrupt the session with probe questions to explore significant issues Be cautious with interruptions Gain an understanding of the important concepts and plan future interviews Advantages and Disadvantages  Provides a general understanding of the problem  Helps identify important concepts and objects  Provides insight into general problem solving methods  Allows for spontaneity in the interview

22.  Information collected may be overwhelming, fragmented or shallow  Provides very little factual information  Provides few details on concepts or objects  Provides few details on procedural information

23. Overview and Example Use it when you need specific information The Farm Example Guidelines choose a specific topic Identify new concepts from the discussion Continue this process until enough details are obtained then return to one of the new concepts mentioned earlier and ask for further discussion Gain an understanding of the important concepts and their relationships, rules and strategies from the transcripts Advantages and Disadvantages  Maintains a focus on a given issue  provides detailed information on the issue  Provides insight into declarative knowledge used  Study of one concept can lead to the definition of other unknown related concepts

24.  Provides structural relationship of concepts  Concepts unrelated to the interview’s focus may not be found  You must be secure in your understanding of the important issues to direct the interview  Provides only weak insight into procedural knowledge such as rules or problem solving strategies

25. Recalling Procedural Knowledge Ineffective Long-Term Memory Verbalizing Manual Tasks Verbalizing Compiled Knowledge Lacks Context

27. Directions to Expert Forming the Protocol The Ventilation System Example Guidelines for a Retrospective Case Study Choose a Typical Case Ask the expert to explain how he solved the problem Record the expert’s discussion Highlight important issues Be careful of interruptions Advantages and Disadvantages

28. Directions to Expert Concurrent Protocol Thinking Aloud Example Guidelines for a Retrospective Case Study Advantages and Disadvantages Observational Study of the Familiar Case Example Guidelines Advantages and Disadvantages Observational Study of the Unfamiliar Case Example Guidelines Advantages and Disadvantages

32. Producing the Transcript Interpreting the Transcript Analyzing the Transcript Recording the Knowledge Relating the Knowledge Reviewing the Knowledge Structuring the Knowledge Graphically Cognitive Maps Inference Networks Flowcharts Decision Trees

33. Age Salary Unknown 10K – 100K Job Salary Bonus Salary Age Salary Job Yes, No Research, Design 30K – 60K 50K – 80K 45 65K Yes 24 32K Design 27 40K Research

34. Rule 7 Rule 8 Rule 10 Rule 9 OR AND

35. Blood Disease Diagnosis Obtain Initial Data Can Form Hypoth esis Consult Specialist Ask Questions Related to Hypothesis Hypoth esis Right Run Tests to Confirm Hypothesis Prescribe Remedy Tests Confirm Hypothe sis N Y N Y N Y

36. Terminals Battery Voltage ChargerDistributer Not LooseLoose Tighten Terminals >12<12 OKBAD OK Replace Battery Replace charger Replace Distributer Check Starter