Capturing valuable undocumented knowledge: lessons learned at electric utility sites

This paper provides some important lessons learned that a utility might consider as it goes about implementing a new, or expanding an existing, program to capture valuable undocumented knowledge from departing or other potentially unavailable workers. The lessons learned relate to (1) the process that a utility may follow to value, elicit, store, and retrieve valuable undocumented knowledge, and (2) specific methods and tools that may be used to elicit, store, and retrieve the knowledge.