Capture and transfer the knowledge embodied in a professional act

Expert knowledge in the professional world is difficult to capture because of its largely tacit nature (difficult to verbalize). We detail here a set of methods and techniques (dual digital video capture with subjective and external perspective; situated goal-oriented verbalization protocol; self-confrontation and reconstruction interviews) that help recover the know-how by cooperation between analyst and expert. The protocol aims to: (1) reconstruct the intentions of the experts, their mental models; and (2) produce training video material for novices to learn and internalize the practice. Based on this protocol we have realized a multimedia platform for the representation and transmission of professional know-how. This approach takes the perspective of knowledge management (organizational approach, attention to training), adopts an ergonomic posture (sympathy for the actor, detailed field observation), and uses theories and methods from cognitive psychology and digital ethnography. The major theoretical frameworks mobilized are those of activity theory and perceived quality.