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2011 44th Hawaii International Conference on System Sciences (2011)
Kauai, HI
Jan. 4, 2011 to Jan. 7, 2011
ISSN: 1530-1605
ISBN: 978-1-4244-9618-1
pp: 1-10
Irregular and unpredictable events are increasingly important design elements of several of the latest business intelligence technologies, such as complex event processing (CEP), business performance management (BPM), and the real-time enterprise (RTE). Theories of individual and organizational learning from irregular events - exceptions, interruptions, surprises, accidents, and so on - tend to conform to one of two contradictory patterns. I draw these theories together to understand the complementary processes by which learners derive knowledge and insight from irregular events. I identify contingency factors that bias learners toward one of the two cognitive modes - incorporation of multiple events into a generalized understanding, or expansion of individual events into rich analytical conversations - and propose "exception design" levers by which BPM dashboard implementers can adjust these factors and influence the way users create knowledge in business intelligence. A pilot experiment lends some support to the hypothesis that frequency and ambivalence are designable aspects of exceptions that affect learning. The author seeks feedback and suggestions for a more effective research design.
competitive intelligence, knowledge management

J. W. Clark, "Exceptions and Other Rare and Irregular Events: Two Modes of Learning in Business Intelligence (Research in Progress)," 2011 44th Hawaii International Conference on System Sciences(HICSS), Kauai, Hawaii USA, 2011, pp. 1-10.
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