Wicked Problems Software Process and Dialog Mapping Dr

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

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

Collaborative Display Cog. Nexus 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) n 3 © 2001 Cog. Nexus Institute

Collaborative Display n Human Short Term Memory: 7 ± 2 X 555 - 4952

Collaborative Display n Three elements: – Hypertext diagram in shared display – Conceptual structure/grammar

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

How Humans Really Approach Complex Problems Time 7 © 2001 Cog. Nexus Institute

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

“Wicked Problems” n You don’t understand the problem ‘til you have a solution n

Study: How Humans Really Work 10 © 2001 Cog. Nexus Institute

Our Artifact-Oriented World All Work Happens in this Box Most focus is on the

Our Artifact-Oriented World All Work Happens in Here Not much support for the messy,

What is Process made of? Conversations Mostly … meetings! n At a lower level:

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) 14 © 2001 Cog. Nexus Institute

Dialog Mapping n Questions State a problem or issue n Ideas Offer a possible

Dialog Mapping + Get what we want Build a new one What should we

Quest. Map™ n n n Supports IBIS plus Notes, References … Multi-user shared space

Basic Stuff to Remember 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! n 18 © 2001 Cog. Nexus Institute

Tips for Wicked Problems 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 n 19 © 2001 Cog. Nexus Institute

Summary n n n 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. Quest. Map, Word, . . . ) 20 © 2001 Cog. Nexus Institute

Next Steps n Start using Dialog Mapping informally – Private notes, family decisions – Group meetings, planning sessions n Take the 2 -day Dialog Mapping Workshop – Facilitation skills are for everyone! n Buy Quest. Map ($89 single user) or get free 30 day trial version – At Cog. Nexus site follow links: Services & Products, Collaborative Technology 21 © 2001 Cog. Nexus Institute

n And read the white papers on our web site http: //cognexus. org 22

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