Managing the Inner Workings of Collective Intelligence Approaches for Wicked Problems – An Assessment Model and Evaluation

Ill-defined and complex problems that affect multiple stakeholders with potentially conflicting perspectives are often referred to as wicked problems. The utilization of collective intelligence (CI) via web-based platforms is a promising approach for addressing such wicked problems. The management of these information systems would benefit from evidence-based decision support regarding facilitation and improvement efforts. However, to date, there is no suitable model to guide such efforts. Existing approaches address specific applications or cover certain assessment areas but do not provide a holistic perspective. Meanwhile, research offers substantial insights into best practices for addressing wicked problems and running CI applications. This paper develops an assessment model comprising five central success dimensions for information systems that address wicked problems. Their subdimensions and associated measurement metrics allow for evidence-driven facilitation and improvement of CI applications for wicked problems. Apart from the model’s capability to improve future runs and processes, it also offers the potential to provide immediate insights for facilitation efforts during runtime. The model was validated with a platform dealing with the assessment of risks presented by global climate change. This evaluation generated strong evidence for the model’s applicability and usefulness.