Intergenerational Knowledge Transfer
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Federal AviationAdministrationIntergenerational
Knowledge Transfer
A case study about the three age groups of air traffic controllers in the FAA
KM@KSUGiora Hadar
May 9, 2013
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DisclaimerThe views expressed are my own and not
those of the U.S. federal government.Links or discussions of specific products do
not constitute endorsement.
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Problem Statement Most controllers have to retire by age 56. Post Strike controllers ― those hired in
the aftermath of the 1981 strike ― will leave the agency by 2014.
The agency is expected to hire 11,500 by 2020 to replace retiring controllers.
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Problem Statement The retirement of the senior controllers
may create a knowledge gap. There may not be enough certified
controllers to train the entry-level controllers through the use of OJT.
The new controllers will be the Millennials, who are heavy users of social media.
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Starting Point FAA management asked me to conduct a
research study on the three generations of controllers in the agency Boomers (born between 1946 and 1964). Gen Xers (born between 1965 and 1980). Millennials (born between 1981 and 1999).
The study was limited to controllers in Terminal Services.
It is co-sponsored by the University of Groningen, the Netherlands Professor René Jorna Professor Luchien Karsten
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The Research Study Examine how entry-level controllers and
senior, more experienced controllers differ in their approach to: Work Life Training
Identify methods to accelerate learning of new hires ― possibly through the use of mobile smart devices.
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What Is Knowledge Sharing? Provide mission-critical knowledge to the
right people at the right time. Collaborate and communicate through
social media.
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Breaking Barriers
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Tap Into Agency People
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Why Is Sharing Knowledge Important? Capture, codify, and transfer mission-
critical knowledge to new hires. Preserve institutional knowledge. Accelerate onboarding of new hires.
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Knowledge Questions Whose knowledge do you use in your
work? Who uses your knowledge in their work? What type of knowledge do you use in
your work?
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The SurveyThe survey was approved by agency
management and the two relevant unions.Paper exercise at the FAA Academy and
three aeronautical schools.Online application in terminal facilities.Participation was strictly voluntary.
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Survey Participants Three aeronautical colleges or universities
Students Faculty
FAA Academy Students Instructors
Controllers at FAA headquarters and 192 terminal facilities around the U.S. Controllers Frontline supervisors Staff specialists Managers
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Survey Sections Communications section
Identifies similarities and differences among age groups in how they communicate with each other and use social media tools.
Task section Determines how different age groups approach
a planning assignment.
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Survey Sections Training section
Shows what controllers think about their classroom and facility-based training.
Demographics section Collects anonymous, personal information
about respondents regarding their age, gender, length of service, and level of education.
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Survey Goals 250 participants from the academic
environment. 300 controllers from the operational
environment. Participants from each of the three age
groups.
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Survey Limitations Survey was developed for this research
study and validated internally by subject matter experts.
Retirement deadline is unique to the FAA and not applicable elsewhere.
Survey results may not be applicable to other populations.
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Challenges Gen Xers ― and even more so the
Millennials ― grew up using mobile smart devices and expect them in the workplace.
How can the agency respond to the different needs and expectations of the new hires?
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Research Questions1. In general, what are the differences in the
way the three age groups communicate in the workplace?
2. What is being transferred from senior, certified controllers to new, younger controllers?
3. What are the differences between the current cadre of controllers (Gen Xers) and the new hires (Millennials) in their use of mobile smart devices for work and in their private lives?
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Research Questions3. What are the implications for the FAA in
introducing mobile smart devices as part of ATC training?
4. What are the advantages and disadvantages for the FAA to use KM to transfer mission-critical knowledge from the retiring senior controllers to the new hires?
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Actual Participants 246 students, university faculty, and
Academy instructors. 208 controllers from the operational
environment and FAA headquarters.
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Independent Age groups Communications
behavior within groups Learning style
Dependent Gaining knowledge
Variables
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Methodology Seven hypotheses were developed.
Four relevant to this research and the FAA. Three of interest to the FAA but tangential to
this research.
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Hypothesis 1Older air traffic controllers prefer fewer
modes of communications and use them less frequently than do younger controllers.
Findings The hypothesis was confirmed. Boomers prefer landline and e-mail. Millennials prefer mobile, texting, social
network, and (surprise finding) face-to-face.
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Hypothesis 2Older air traffic controllers search longer
for and share less information than do younger controllers.
Findings The hypothesis was rejected.
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Hypothesis 3Older air traffic controllers find classroom
instruction, instruction materials, and computer simulation less effective than do younger controllers.
Findings This hypothesis was confirmed.
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Hypothesis 4Older air traffic controllers find laboratory
simulation and online databases less effective than do younger controllers.
Findings This hypothesis was confirmed.
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Hypothesis 5To transfer mission-critical knowledge in
the FAA, older air traffic controllers use KM principles less than do younger controllers.
Findings This hypothesis was neither confirmed nor
rejected. The data analysis shows no impact by the
different age groups on this hypothesis.
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Hypothesis 6Older air traffic controllers catalog and
store information about tasks more than do younger controllers.
Findings This hypothesis was neither confirmed nor
rejected.
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Hypothesis 7Older traffic controllers disseminate
information about tasks less readily than do younger controllers.
Findings This hypothesis was neither confirmed nor
rejected.
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ConclusionsMillennials are more open to new
technologies and embrace mobile smart devices as part of both life and work. They also desire to work in teams and share
their knowledge.Gen Xers show some traits of both
Boomers and Millennials.
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ConclusionsBoomers are the slowest to embrace
technological changes.Caveat: some individuals in each group do
not fit this description.Creating comprehensive knowledge bases
will enable younger controllers to access mission-critical knowledge through the use of best practices and lessons learned.
There is a critical link between ATC training and KM.
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RecommendationsCreate a COP for helping new hires adapt
and learn quickly the needs of the workplace.
Capitalize on the lessons Millennials learned from playing video games. Exploit the unique aspects of serious games that enhance learning to enhance the training of new hires.
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RecommendationsEmbrace social media in the workplace. Implement Twitter-like environment to
allow employees to follow each other to enable proliferation of knowledge sharing.
Establish formal mentoring to enhance leadership skills and give new hires face time with leaders.
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RecommendationsEmbrace soft-skill mentoring to teach
Millennials about the organizational culture.
Introduce cross-generational mentoring to expose the strengths of each generation.
Encourage reverse mentoring to allow Millennials to teach Boomers about their technological savvy.
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Proposed Follow-on Research Investigate augmenting ATC training by
delivering content through the use of serious games on mobile smart devices.
Identify the implications for future ATC training of the preference by Millennials who participated in this study for face-to-face communications (as compare to the general population).
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Questions
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Contact InformationGiora HadarKnowledge [email protected]://www.linkedin.com/in/giorahadar(202) 385-7609