Knowledge intensity of work is a function of several factors. Increased knowledge intensity is a function of how much knowledge and understanding a person must possess and apply when required to perform competent work and to be prepared to deal with uncertainties and surprises. It consists of at least four factors:

Level and complexity of knowledge and understanding required to perform regular work. The amount of knowledge needed to deliver competent work under normal conditions is part of determining the degree of knowledge intensity. Requirements for greater knowledge result in higher knowledge intensity, as we should expect.

Level of expertise required for competent handling of workrelated variabilities. The degree of knowledge intensity is influenced by the variety of challenges that a person must be prepared to handle competently. Consider the spectrum of alternative scenarios the private pilot faces when there are uncertain weather conditions and congested airways at her destination.

Severity of consequences of potential work errors. Knowledge intensity increases in high-value situations where the consequences of errors are large. Airline pilots and surgeons, for example, must be prepared to deal competently with wide ranges of issues and problems to avoid serious errors. In addition to executing their normal tasks, they must continuously, and often tacitly, watch out for indications of potential problems or anomalies and know how to handle them to avert disasters. Competent managers —even ditch diggers —face similar challenges.

Swiftness of action. Work that requires quick actions (e.g., fighter pilots engaged in combat) requires that all required knowledge and understanding must be present in the person’s mind. Work that is slower (e.g., insurance underwriting) is less knowledge intensive and can rely on external knowledge from coworkers, computer-based work aids, etc.

At this time, we do not attempt to provide measures of knowledge intensity of work, although that could be of value to set priorities for where and how to invest in knowledge building and management.