2. 1 Wicked Problems, Software Process, and Dialog Mapping Dr. Jeff Conklin Director, CogNexus Institute cognexus.org

3. © 2001 CogNexus Institute 2 Background n Research: Software Technology Program at MCC, Austin n Software Startup: Corporate Memory Systems, Inc n Training & Consulting: GDSS, Inc n Training, Facilitation, Research: CogNexus Institute n Thanks to Stan Rifkin

4. © 2001 CogNexus Institute 3 Collaborative Display n CogNexus is about tools that augment cognition (personal & group) n Effective communication (listening) n Efficient meetings (less repetition) n Group memory – decision rationale n Shared/collaborative display (exercise)

5. © 2001 CogNexus Institute 4 Collaborative Display n Human Short Term Memory: 7 ± 2 555 - 4952 X O

6. © 2001 CogNexus Institute 5 Collaborative Display nThree elements: – Hypertext diagram in shared display – Conceptual structure/grammar – Facilitator/technographer

7. © 2001 CogNexus Institute 6 It’s About Language n Literacy, fluency in collaboration n The basic elements of design conversations: –Questions –Possible answers (Ideas) –Arguments (for and against Ideas) n Today, you will learn a new language!

8. © 2001 CogNexus Institute 7 How Humans Really Approach Complex Problems Time

9. © 2001 CogNexus Institute 8 Problem solving is Opportunity-Driven Early attempts at solutions Experiments Prototypes Hunches Late efforts to understand the real problem How Humans Really Approach Complex Problems

10. © 2001 CogNexus Institute 9 “Wicked Problems” n You don’t understand the problem ‘til you have a solution n Many stakeholders n Changing constraints –$$, time, players n Run out of resources

11. © 2001 CogNexus Institute 10 Study: How Humans Really Work

12. © 2001 CogNexus Institute 11 Our Artifact-oriented World All Work Happens in this Box Most focus is on the creation of these “artifacts” -- mostly documents of different kinds.

13. © 2001 CogNexus Institute 12 Our Artifact-Oriented World All Work Happens in Here Not much support for the messy, informal process by which these documents get created, vetted, circulated, etc.

14. © 2001 CogNexus Institute 13 What Is Process Made of? n Conversations Mostly … meetings! n At a lower level: n Issues n Assumptions n Decisions & their Rationale!

15. © 2001 CogNexus Institute 14 Dialog Mapping n A simple, elegant grammar for problem solving & decision making n Process-oriented – exposes the structure of wicked problem thinking n Based on the Issue-Based Information System (IBIS) concept (1972)

16. © 2001 CogNexus Institute 15 Dialog Mapping n Questions n Ideas n Pros n Cons State a problem or issue Offer a possible solution Support an Idea Object to an Idea

17. © 2001 CogNexus Institute 16 Dialog Mapping 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 -

18. © 2001 CogNexus Institute 17 Practice Exercise nPair up – Pick who is Facilitator, who is Client nClient: Pick a serious problem you’ve been thinking about. Starting describing it. nFacilitator: Start writing down, in IBIS, the key elements: –Questions, Ideas, Pros and Cons nKeep showing your map to the Client, get their OK that you’re getting it right.

19. 18 Three Modes of Discourse Make a CaseFOR CaseAGAINST BestQuestion Ideas, Pros Cons, Challenging Questions New Root or Parallel Questions

20. © 2001 CogNexus Institute 19 QuestMap™ n Supports IBIS plus Notes, References … n Multi-user shared space n No limit to size or number of maps n Prints maps and outlines n Windows, Win95, Win98, NT

21. © 2001 CogNexus Institute 20 Basic Stuff to Remember n Practice on simple problems n Focus on finding the questions n Write big and clear enough for everyone to see n Split your attention between the group and the display n … Questions, Ideas, Pros, and Cons!

22. © 2001 CogNexus Institute 21 Tips for Wicked Problems n Create a shared Dialog Map n Acknowledge each comment by capturing it (build trust) n Validate the map with the participants n Structure into chunks by topic n Bring others up to speed by sharing the map with them

23. © 2001 CogNexus Institute 22 Summary n Project forces create widespread fragmentation n Shared understanding and commitment create coherence nHow to create Shared Understanding: –Listen to and capturing Stakeholder comments –Provide a Shared Display of the conversation (e.g. QuestMap, Word,...)

24. © 2001 CogNexus Institute 23 Next Steps nStart using Dialog Mapping informally –Private notes, family decisions –Group meetings, planning sessions nTake the 2-day Dialog Mapping Workshop –Facilitation skills are for everyone! nBuy QuestMap ($89 single user) or get free 30- day trial version –At CogNexus site follow links: Services & Products, Collaborative Technology

25. © 2001 CogNexus Institute 24 http://cognexus.org n And read the white papers on our web site