> An [[Empathy mapping|empathy map]] specialised for a knowledge consumer - a person, or an [[AI agent]], trying to use what the organisation already knows. It surfaces, as something *felt*, where the organisation's knowledge fails the people and agents who depend on it. ^definition Run it over one concrete case, twice - once for the **person** who lived it, once for an **[[AI agent|agent]]** doing the same task. The twin pass is the point: they fail on the same missing knowledge, but differently - a person asks twice, an agent hallucinates or stalls. | Quadrant | What it surfaces | |---|---| | **Think** | the question the consumer assumed was already answered somewhere | | **Feel** | the frustration of the gap - asking twice, the agent hedging or refusing | | **Do instead** | how they coped - found one clear source, found several and unsure which, asked a person, rebuilt it, or guessed | | **Lose** | the cost - time spent finding versus doing, and what got decided twice | ^map A person hitting a gap **asks someone**; an agent **cannot** - it hallucinates or stalls. Felt before it is written down, that single contrast is the case for managing knowledge at all: a human limps along by [[Ostension|asking someone]], an agent needs it written. The cases the room reacts to most strongly are the ones worth fixing first - and a natural starting point if you go on to run [[How to Build a Shared Second Brain? - workshop|the Shared Second Brain workshop]].