Which knowledge should be used? 应该采用哪些知识与资料？
Identify the relevant sources, who maintains them, and any limits on their use. 明确相关资料来自哪里、由谁维护， 以及使用时有哪些限制。
- Source scope and ownership 资料范围与维护责任
- Current versions and access permissions 有效版本与访问权限
SOLUTION 02
KNOWLEDGE & DECISION SYSTEMS
Find the knowledge. Explain the decision.
CultureTech helps organizations turn scattered documents and specialist experience into usable knowledge and decision support—with clear sources, clear decision criteria, and review by the right people.
01 / SOURCES
Start with the right material.
Bring the relevant guidance and case information together.
Current service guidance
Approved referenceRequest details
Facts of this casePrevious examples
Useful context; still requires reviewCheck relevance, access permissions, and whether the material is current.
02 / THE QUESTION
Can this request follow the usual service process?
Compare the request with the guidance and identify what needs judgment.
What does the current guidance cover?
What is different about this request?
What still needs to be confirmed?
Check how the guidance applies to the circumstances of the case.
03 / REVIEW
Make the reasoning clear.
Give the reviewer enough information to check the proposed next step.
Sources used
Which guidance and case details support the response?
Reasons and uncertainty
What applies, what differs, and what remains unclear?
Who reviews an exception
Identify the authorized reviewer before proceeding.
Human review where required
ILLUSTRATIVE DESIGN · FICTIONAL CASE
Sources, criteria, and review steps are defined for each engagement.
WHERE KNOWLEDGE GETS STUCK
The gap is often between finding information and knowing what to do.
Documents may be available, but people still need to know which source to trust, how it applies to the case, and when to ask for review.
01 / FIND IT
01 / 找资料
Which source should I use? 到底该以哪份资料为准？
Guidance is spread across folders, messages, and people. It is hard to tell which version is current and approved. 业务指引分散在文件夹、消息记录和不同人员手中， 很难确定哪个版本仍然有效、已经获准使用。
Time goes into searching and checking versions before the work can begin. 工作还没开始，就得花时间找资料、核对版本。
02 / APPLY IT
02 / 用到实际情况
Does this apply to this case? 这些规定适用于当前情况吗？
A document may answer a general question without explaining how to handle a different circumstance or an exception. 文件说明了通常怎么处理，却没有交代情况不同时怎么办， 或遇到例外该如何判断。
People fill in the gaps using experience that has not been recorded or explained. 使用者只能凭经验补上空白， 而这些经验往往没有记录，也没有解释清楚。
03 / CHECK IT
03 / 复核判断
Can someone check the reasoning? 别人能看懂并复核判断依据吗？
An answer is shared, but the sources, assumptions, and reasons behind it are not recorded clearly. 答案给出了，但参考了什么资料、作了哪些假设、 为什么这样判断，都没有清楚记录。
Reviewers have to reconstruct the reasoning, and useful lessons are not captured. 复核人员不得不重新追查判断过程， 有价值的经验也难以积累下来。
THE DESIGN CHALLENGE
设计要解决的问题
Make the source clear, the guidance usable, and the judgment open to review. 让资料有出处、指引用得上、判断可复核。
WHAT WE DESIGN
Define the sources, decision criteria, and review process.
We define which sources people should use, how those sources support a specific task, and how important judgments should be checked. These designs guide implementation and testing.
How should knowledge support the task? 知识如何用于具体工作？
Define how people find and apply knowledge to a task, including decision criteria and exceptions that require human judgment. 设计使用者如何查找和应用知识， 明确判断标准，以及哪些例外情况需要由人作出判断。
- Task steps and decision criteria 工作步骤与判断标准
- Source references and points for human review 资料引用与人工复核节点
How will the results be checked? 如何检验结果是否可靠？
Define test cases, review responsibilities, and acceptance criteria before wider use. 在扩大使用前，明确用哪些案例测试、 由谁复核，以及达到什么标准才算合格。
- Representative cases and acceptance criteria 代表性测试案例与验收标准
- Review responsibilities and issue records 复核责任与问题记录
Deliverables and formats are agreed to suit the scope of each engagement. 具体交付成果及呈现形式，根据项目范围共同商定。
POSSIBLE APPLICATIONS
Start with a task people need help with.
A recurring question, an unusual case, or expertise held by a few people can provide a useful starting point. These examples show how knowledge and decision support could work in practice.
CT /
APPLICATION RECORD
AI & TECHNOLOGY IN THE TASK
Use technology to support the work and show what answers are based on.
Search, AI, and connected tools can help locate relevant material, organize case information, and prepare a response for review. We design how sources are shown, uncertainty is flagged, and questions are referred to the right person.
CT /
EVIDENCE NOTE
依据与责任说明
HUMAN RESPONSIBILITY
人员承担的责任
Find relevant source material. 找到与问题相关的资料。
Search approved material and show the passages that support a response, with links back to their sources. 在获准使用的资料中检索，展示支持答复的具体段落， 并附上原始来源链接。
[S01]
Source title · version · relevant passage
资料名称 · 版本 · 相关段落
Organize facts and compare them against criteria. 整理事实，逐项对照判断标准。
Bring case information together and compare it with the relevant guidance. Keep confirmed facts separate from assumptions. 汇集当前事项的信息，与相关指引进行对照， 并区分已经确认的事实与尚未证实的假设。
CASE FACTS
具体事实
APPLICABLE CRITERIA
适用标准
Flag uncertainty and the need for review. 标明疑点，以及需要复核的地方。
Prepare a draft response with its sources, unresolved questions, and reasons for referral. Keep a record of the reviewer’s decision and any conditions. 准备答复草稿，附上资料来源、待解决的问题与转交复核的原因， 并保留复核人员的决定及相关条件。
Unresolved question → named reviewer
待解决的问题 → 明确的复核负责人
DESIGN REQUIREMENT
设计要求
Permissions, source quality, and accountability are part of the design. 使用权限、资料质量与责任分工，都需要在设计时明确。
Illustrative structure. Technology and review arrangements are selected for the task and tested before wider use. 以上为结构示意。具体技术与复核安排根据任务确定， 并在扩大使用前进行测试。
HOW WE VALIDATE
Check the answer. Check how it was reached.
We test representative tasks with people who understand the subject. We check whether the sources support the response, whether the guidance fits the case, and whether a reviewer can follow the reasoning.
CT /
VALIDATION CHECKLIST
验证清单
KD / V01
-
01 / SOURCE SUPPORT 01 / 来源依据
Do the sources support the answer? 引用的资料，能否支持这个答案？
Check that the cited material exists, is up to date and applicable, and supports the claims made in the response. 核实引用资料是否真实存在、是否为最新适用版本，以及是否确实支持答复中的说法。
Review: relevance · accuracy · source traceability 核查重点：资料相关性 · 内容准确性 · 来源可追溯性 -
02 / CONTEXT FIT 02 / 情境适用性
Does the guidance fit the situation? 这些建议，是否适合当前情况？
Test typical cases and exceptions. Check whether missing information or different circumstances change what should happen next. 同时测试常见情况与例外情形，检查信息缺失或条件变化时，是否需要调整处理方式。
Review: applicability · missing facts · exceptions 核查重点：适用条件 · 缺失信息 · 例外处理 -
03 / REVIEWABILITY 03 / 判断可复核性
Can the judgment be reviewed? 判断过程，能否供他人核查？
Check whether a reviewer can see the sources, assumptions, unresolved questions, and reasons behind the proposed response. 检查复核人员能否查到所用资料、作出的假设、尚未解决的问题，以及拟议答复背后的理由。
Review: recorded basis · uncertainty · responsibility 核查重点：依据记录 · 不确定事项 · 责任归属
VALIDATION PRINCIPLE
验证原则
Consistent answers alone do not prove that they are correct. 多次得到相同答案，并不代表答案就是正确的。
ASSESSMENT & PILOT
Define one task worth testing.
The assessment examines a specific knowledge or decision task: who needs support, what would improve, which sources are available, and who can review the results. The findings help determine whether a focused pilot is appropriate.
CT /
ASSESSMENT SCOPE
评估范围
KD / A01
What needs to work better? 哪项工作需要改善？
Identify who needs support, the question or decision they face, and what a better result would look like. 明确谁需要支持、他们面临什么问题或判断，以及希望取得怎样的改善。
Bring one example of the task as it happens today. 从一个当前工作中的实际例子开始。Which knowledge can be used? 有哪些资料与经验可用？
Identify the relevant documents and expertise. Check access, permissions, ownership, and how the material is kept current. 梳理相关文件与专业经验，核实资料能否获取、是否获准使用、由谁负责，以及如何维护更新。
Start with a small, relevant set of sources. 先选取一小组与任务直接相关的资料。Who can check the results? 谁能核查结果？
Involve people who understand the task and can assess the answers, explain the criteria, and review exceptions. 邀请熟悉这项工作的人员参与，核查答案、说明判断标准，并复核例外情况。
Clarify who reviews and who has authority to decide. 明确由谁复核，以及谁有权作出最终决定。What happens if the answer is wrong? 如果答案有误，会带来什么影响？
Consider the consequences of an incorrect, incomplete, or outdated response. Define where human review and limits on use are needed. 评估答复错误、信息不全或内容过时可能造成的后果，明确哪些情况必须人工复核，以及需要设置哪些使用限制。
Match the safeguards to the consequences. 根据出错可能造成的影响，设置相应的防护措施。
ASSESSMENT FINDINGS
评估结论
A defined task, the conditions needed to test it, the gaps to address, and a recommended next step. 明确要测试的工作、开展测试所需的条件、需要补齐的不足，以及建议采取的下一步。
WHEN READY TO TEST
具备测试条件时
Run a focused pilot. 开展专项试点。
Design and test support for a limited set of tasks and sources. Review the results with subject specialists before deciding whether to expand. 围绕限定的任务与资料范围，设计并测试知识与决策支持方案，与相关领域的专业人员共同核查结果，再决定是否扩大范围。
CHECK IN PRACTICE
在实际使用中核查
Source support, case relevance, usability, and the review process. 答案是否有据可查、是否适合具体情况、是否便于使用，以及复核流程能否有效运作。
WHEN CONDITIONS ARE NOT YET IN PLACE
条件尚不具备时
Prepare, revise, or pause. 补齐条件、调整范围，或暂缓推进。
Address missing sources, unclear ownership, or gaps in review capacity. Revise the scope or pause if there is not a sound basis to proceed. 先解决资料缺失、责任不清或复核能力不足等问题。如果继续推进的依据仍不充分，就调整范围或暂缓开展。
CLARIFY BEFORE COMMITTING
进一步投入前先明确
What needs to change, who is responsible, and whether further work is worthwhile. 需要改善什么、由谁负责，以及是否值得继续投入。
Each next step is agreed separately. Scope, deliverables, implementation responsibilities, and review arrangements are confirmed before work begins. 每个后续阶段均单独商定，并在开始前确认工作范围、交付成果、实施职责与复核安排。
START WITH ONE EXAMPLE
What is difficult to find, apply, or explain?
Share a question your team keeps asking, a case that is hard to assess, or knowledge that depends on one person. You do not need a complete knowledge base or a chosen platform to start.