An approach to the acquisition of expert knowledge

Abstract

This article presents the approach to the acquisition of expert knowledge and includes the following stages: (1) observation-verbal reporting, (2) obtainment of a record of the observation, (3) protocol analysis, (4) formal record of expert knowledge. The first part of the article discusses each element of our approach based on a real-time case study. Next, the structure and exemplar functionalities of the proposed information system for the acquisition of expert knowledge are presented. Our information system supporting the acquisition of expert knowledge, as presented here, is based on the example of service department workers but may be used in other areas where the procedures for performing any given activity are definable.