3. Capturing know-how

In this case, know-how is captured by interviewing the people who possess it. Capture is an iterative process, with an initial framing of the know-how to be capitalized using :

• an initial interview with the expert;

• two or three interviews with other people who will exploit this know-how.

These initial interviews allow us to better target the elements of know-how to be capitalized on initially and to set the parameters of the media:

• create initial graphic representations of know-how (e.g.: processes, structure of information handled, etc.);

• set the card headings (presented above...) ;

• draw up a list of questions for operational staff, and those to ask the...