Gartner Research

Case Study: 3M Uses Storytelling to Uncover Tacit Knowledge

Published: 07 January 2009

ID: G00162392

Analyst(s): Carol Rozwell

Summary

Storytelling helped 3M record the decision logic of employees who know how to deal with potentially catastrophic outages. The technique enables companies to capture crucial knowledge that isn't in training manuals.

Table Of Contents
  • Overview
  • Introduction
  • The Challenge
  • Approach
  • Results
  • Critical Success Factors
  • Lessons Learned

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