Tacit Knowledge Interview Script & Checklist

Welcome & Purpose

Use this script and checklist to run focused, humane interviews that convert tacit expertise into usable artifacts. The goal is not to transcribe everything, but to capture decisions, heuristics, triggers, exceptions, and where to find related artifacts so others can reliably perform the work, learn faster, and avoid repeating mistakes.

Before the Interview (Preparation)

• Define the scope: one capability, process, role, or regular decision (example: "how to diagnose Machine X vibration faults").
• Outcome for this session: list 2–4 deliverables (e.g., decision heuristics, demo video clip, 1-page playbook, reference artifacts).
• Invite: send context, estimated duration, and the primary questions in advance so the expert can prepare examples.
• Materials to bring: recording device, laptop/tablet for notes, quick checklist, permission/consent form, camera for short demos (if allowed).
• Timebox: aim for 45–60 minutes for a single focused topic. Reserve a follow-up if needed.

Consent & Context Script (Use verbatim or adapt)

Begin by setting the purpose and getting explicit consent. Keep it brief and respectful.

"Thank you for doing this. The goal is to capture the practical steps and decision-making you use day-to-day so others can learn from your experience. With your permission, I'll record audio (and short video for demos if you agree). We will store the recording and written notes in our knowledge base and tag them with your name and role. You can review any final materials before they are published. Do you consent to proceed with recording and storing these materials for internal learning purposes?"

If the interviewee declines recording: take more detailed notes, ask for follow-up clarifications by email, and document why recording was refused in the metadata.

Note: adapt consent language to comply with local privacy, union, or legal requirements. When in doubt, consult legal or HR.

Opening Questions (Set context quickly)

1. Can you briefly describe your role and the scope of work we’re focusing on today?
2. What are the top 2–3 outcomes you’re responsible for in this area?
3. When things go wrong, what are the most common symptoms you see?

'Show Me' Walkthrough Prompts

Ask the expert to walk you through a real example—concrete, recent, preferably with artifacts or a quick demo.

• "Show me a recent situation where you made this decision. What led up to it?"
• "Take me through the sequence step-by-step as if you were doing it now."
• "Point to the key controls, screens, or physical parts you check first."
• Record or capture a short demo (30–90 seconds) of the critical action if permitted.

Decision Heuristics — Capture Format

Use this repeatable structure so heuristics are actionable and scannable.

1. Heuristic Title: short name (e.g., "Vibration spike -> Loose coupling check").
2. Trigger / When to apply: observable condition or measurement (e.g., vibration > 3.5 mm/s or sudden temp rise).
3. Action / Do this: concrete step(s) to perform, in sequence.
4. Rationale: why this works or why it matters (short explanation).
5. Quick checks: what you look for to confirm success.
6. Exceptions & tradeoffs: situations where this heuristic doesn't apply or has risks.
7. Confidence & source: how certain is this (expert judgement, measured, rule-of-thumb), and who provided it.
8. Artifacts to attach: photos, diagrams, log file names, SOP references, or links.

Example (filled):

Title: "Temp drift after startup" — Trigger: oven temp drifts +15°C within 10 minutes. Action: switch to manual heater control, check airflow damper sequence, inspect thermocouple mount. Rationale: startup airflow timing sometimes lags. Exceptions: skip if ambient > 35°C. Artifacts: startup log (LOG_STARTUP_2026*.csv), photo of sensor mount.

Tradeoffs, Exceptions & Edge Cases

Ask targeted questions to surface boundary conditions and tricky exceptions.

• When would you deliberately ignore the usual rule? Why?
• What are the top three false positives or false negatives you see?
• Have you seen times when following the heuristic made things worse? What happened?
• What preconditions must be true for this approach to work?

Critical Contacts & Artifacts

Capture where to go for help and what to reference.

• People: name, role, how to reach (internal alias/email/extension), and when to escalate to them.
• Artifacts: SOP names, file paths, log names, inspection checklists, configuration IDs, database tables, software versions, drawings.
• Where to store: suggested folder or knowledge-base tag for the final artifacts and recording.

Rapid Demo Prompts

Short directives to capture a demo clip or image that illustrates the most important action:

• "Show the first three things you check when alarm X appears."
• "Demonstrate the adjustment you make and the control you use."
• "Point the camera to the connector/valve/screen and say the exact label you use."

Note-Taking Template (Copy this into your notes)

Designed to be copied into a wiki page or document.

Tagging, Prioritization, and Retrieval Guidance

Make captured notes discoverable and actionable later:

• Tags: role, equipment ID, symptom (e.g., "vibration"), location, process step, confidence level (high/medium/low), and artifact type (video/photo/playbook).
• Priority: mark as Critical if the heuristic prevents safety incidents or major production loss; otherwise use High/Medium/Low.
• Searchable fields: include trigger words and exact file names referenced (e.g., LOG_STARTUP_2026) in the first paragraph of the note for better indexing.

Audio vs Text Guidance

• Record audio when you want verbatim phrasing, nuance, or to capture flow-of-work stories. Prefer recording for walkthroughs and demos.
• Record video or photos for spatial actions (valve orientation, connector positions, panel lights) but keep clips short and focused.
• Use text for distilled heuristics and the one-page playbook—transcriptions should be summarized, not published raw.
• Transcription & quality: automated transcription is helpful, but always review and correct important technical terms and names. Tag uncertain words for follow-up verification.

Final Transfer Actions — Checklist

Complete these steps before closing the loop.

1. Confirm recording and notes are stored in the agreed folder with correct tags.
2. Attach or link referenced artifacts (logs, photos, drawings).
3. Summarize 3–5 bullet heuristics at the top of the note (so a reader sees them first).
4. Send draft to the interviewee for quick verification and signature on consent if required.
5. Assign follow-up actions with owners and due dates (e.g., create SOP update, schedule training demo).
6. Set visibility: who can view, who can edit, and who should be notified about the new resource.
7. Log the capture event in your knowledge inventory (date, topic, owner, priority).

Common Pitfalls & Tips

• Don't try to capture everything. Prioritize decisions and artifacts that repeatedly reduce errors or speed onboarding.
• Beware of overly general statements. Ask for the last time they used the approach and for a concrete example.
• Validate unknown terms—record the local word, then standardize it in the notes.
• Keep the tone collaborative; experts are more candid when they feel respected and that the output will be useful, not punitive.

Appendix — Quick Interview Checklist (One-page)

• [ ] Scope defined & invite sent
• [ ] Consent obtained (recording ok?)
• [ ] Key outcome stated
• [ ] 'Show me' walkthrough recorded or noted
• [ ] 3–5 heuristics captured in format (Trigger / Action / Exception / Artifact)
• [ ] Critical contacts & artifacts listed
• [ ] 1–3 demo clips or photos captured (if allowed)
• [ ] Notes stored, tagged, and shared for validation

Closing note

This template is designed to be copied into your knowledge base and adapted to local policy and legal requirements. Favor clarity, short heuristics, and attach the smallest useful demo clip rather than long unedited recordings. Over time, these concise, validated captures become the building blocks of organizational wisdom.