THE WELCH COMPANY
440 Davis Court #1602
San Francisco, CA 94111-2496
415 781 5700
S U M M A R Y
DIARY: July 8, 2000 07:32 AM Saturday;
Called Morris about user benefits of SDS that makes it attractive.
2...Customer Demand/Needs for Better Management Tools
3...Installing W2K, Networking, DSL
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0201 - Intel Corporation 408 765 8080
020101 - Mr. Morris E. Jones; Business Unit Manager =408 545 9521
020102 - firstname.lastname@example.org
020103 - Cable Network Operation
0202 - Pacific Gas & Electric Company 415 973 1014 fax 8426
020201 - Mr. Bill DeHart, PMP
020202 - Project Manager =415 973 1014
020203 - email@example.com
020204 - Project Management
Alliances, Klausner, Sandy, 000608
Morris, Meeting with Sandy
Rod, Meeting with Sandy
Morris, Sandy on CoreTalk Business Planning
Rod, Sandy on CoreTalk Business Planning
1207 - ..
1208 - Summary/Objective
120901 - Follow up ref SDS 70 0000, ref SDS 68 0000.
120903 - Discussed customer needs and technical improvements to SDS that yield
120904 - immediate rewards to hold new users. Called Bill for his perspective.
120905 - He feels SDS is a better initial service than a product; the service
120906 - then sells the product. ref SDS 0 7834 We will try to have a
120907 - conference call with Morris this evening after 2000, on Bill's ideas
120908 - about marketing SDS. He is installing w2k today to solve problems
120909 - with w98 that have begun to occur on his computer. He asked about
120910 - configuring DSL with a LAN. ref SDS 0 0784
120912 - Submitted ref DIT 1 0001 to Bill with copy to Morris confirming plan
120913 - to have conference call after 2000.
120915 - [On 000709 discussed ideas with Morris and Bill. ref SDS 71 2419
1212 - Discussion
121301 - ..
121302 - Customer Demand/Needs for Better Management Tools
121304 - Follow up
121306 - Initially, asked Morris what is missing in his work practice that he
121307 - feels is needed to make him more productive, following up our
121308 - discussion on Thursday.
121310 - Morris said he is satisfied with Outlook and Word, and so doesn't
121311 - feel anything is missing?
121313 - We recalled our discussion on Thursday, when he related that Craig
121314 - Barrett, Intels CEO, calls or interacts with Morris rarely; but, when
121315 - he does, Morris would like to be able to review prior understandings.
121316 - Morris seemed to indicate on Thursday, that he is unable to do this
121317 - effectively with his current tools.
121319 - We further recalled this morning, Morris' explanation on Thursday that
121320 - when he is called about matters from Chips and Technologies, he can no
121321 - longer remember enough details to be useful.
121323 - Morris said there is an issue of how much would be stored, because
121324 - details from Chips and Technology comprise many GBs, and his notebook
121325 - computer has limited capacity.
121327 - I explained human memory guides conduct, discussion, thinking,
121328 - planning and correspondence, such as email. Memory innately uses the
121329 - full range of a person's experience, as chunks of sequential
121330 - information, organized by the context of human needs, also, called
121331 - "objectives." Near term sequences of naturally connected information,
121332 - such as the arrangement of a room, a vista from the backyard, a song,
121333 - a face, can be constructed in the mind consistently. Connections of
121334 - longer sequences, such as Fred said xyz on Friday, yesterday, he did
121335 - xyzk, the contract examined a month ago, says vyxk, and in the meeting
121336 - today the boss directed wxyk, are more difficult to remember correctly
121337 - because the memory process mostly occurs subconsciously due to limited
121338 - span of attention. Over a lifetime, people accumulate a lot of
121339 - experience, but at any one moment, the conscous span of attention can
121340 - only accomodate a tiny fraction of what we know. Experience, also,
121341 - "history," gets fragmented in the mind, just as it does on a hard
121342 - disk, with the result that much of what is "remembered" about matters
121343 - that are not naturally connected, is incorrect, especially so for
121344 - sequences of cause and effect over extended time spans, an hour, day,
121345 - week, month, year, etc. Most of this kind of information cannot be
121346 - assembled at all; we simply forget.
121348 - However, the mind does not tolerate forgetting.
121350 - It needs knowledge of cause and effect in order to take action that
121351 - sustains life and avoids harm, and it is genetically driven to live.
121352 - Therefore, the mind always remembers something by pulling together
121353 - bits and pieces, i.e. fragments of sequential information, that seem
121354 - related at the moment, in order to form a plan that guides action,
121355 - including talking and listening. Assembling memory fragments ranges
121356 - from fairly accurate to innacurate, yet the mind feels satisified,
121357 - because inaccuracy is hidden from the conscious span of attention.
121358 - Colleagues are, also, bound by fragmented memory, and so may, or may
121359 - not, recognize error; but, often social pressure and/or lack of
121360 - expertise prevents giving an effective alert.
121362 - These dynamics prevent most erroneous memory from being discovered
121363 - until actions, days, weeks, months, years later, produce conflict in
121364 - the form of costly mistakes.
121366 - Occassionally, the mind recognizes conflict, and feels confused about
121367 - accuracy. Additionally, colleagues may in fact be moved to question a
121368 - representation, based on conflicting memory or authority, such as the
121369 - language in a contract, or the record of a meeting, call, a letter.
121370 - These occassions present opportunities to verify accuracy in advance
121371 - of taking action, so that future mistakes are avoided.
121373 - The operation of a modern civilization entails enterprise that depends
121374 - on decisions that require accurate memory of cause and effect about
121375 - events that occur over extended time periods that exceed human span of
121376 - attention, e.g., hours, days, weeks, months, years. Alphabet
121377 - technology evolved as a means to aid human memory. The writing of
121378 - history that analyses human events to isolate key chronologies of
121379 - cause and effect, augments human memory, also, called "intelligence,"
121380 - "knowledge," and "understanding." Alphabet technology to aid human
121381 - memory began to flourish with the development of the printing press,
121382 - paper and ink, that made it cheaper to distribute advantages of
121383 - extended memory, and preserve work product from using the alphabet,
121384 - commonly called "writing."
121386 - Generally, the pace of modern life and social pressures produce an
121387 - environment that diminishes effective reflection, commonly called
121388 - "analysis" that guides action. The so called "Information Highway"
121389 - and "information overload," identified by the frustration of
121390 - exclaiming...
121393 - I don't have time to think
121396 - ..., cited at a PMI event on 960910, ref SDS 13 3479, point to this
121397 - problem which presents a growing need, and therefore an opportunity
121398 - which SDS can exploit better than other technologies because the
121399 - design of SDS more closely aligns with the architecture of human
121400 - memory, human reasoning, human thought.
121402 - Morris proposed that this need is already being exploited by PIM
121403 - programs and personal organizers. He said memory aids like the Palm
121404 - Pilot, Act, the Wizard, the Newton, Gold Mine, Outlook and Word, have
121405 - saturated the market. He related that these programs have a lot of
121406 - functions to do a lot of things people don't use very much, showing
121407 - there is nothing more that can be done to improve human memory. He
121408 - cited hundreds of $millions of dollars invested to sell these
121409 - capabilities, which makes it hard for new capability to get noticed.
121411 - We considered that the demand for these aids establishes demand for
121412 - better memory, but does not satisfy the demand for better
121413 - "intelligence."
121415 - SDS is a way to maintain and more accurately use the full range of
121416 - connections of cause and effect in the mind, than is possible with
121417 - current technology, which is a direct solution to meaning drift. This
121418 - reduces mistakes people make drawing on their experience in doing
121419 - daily work, but don't realize mistakes are being made that effect
121420 - future results, due to limited span of attention. We summarize this
121421 - benefit as "alignment," "traceability to orginal sources," and an
121422 - "audit trail."
121424 - Hidden mistakes are occassionally discovered in time to avoid loss,
121425 - conflict and stress, when people recognize they are "confused," using
121426 - present practice, is set out in the record on 991101 explaining
121427 - "meaning drift." ref SDS 28 0857 SDS makes it possible to regularly
121428 - discover a broader range of pending mistakes, and adjust course
121429 - before damage occurs.
121431 - Morris feels this can be accomplished as well, or well enough, with
121432 - Outlook and Word. I mentioned that our review of his record this
121433 - past Thursday did not show where any alignment has been performed.
121434 - Morris feels it could be done, if he felt there were enough mistakes
121435 - to justify the effort using Outlook and Word.
121437 - We recalled that mistakes in knowledge work, such as engineering,
121438 - medical practice, research, and general management, that are disclosed
121439 - by alignment, are hidden from the conscious span of attention.
121441 - Morris is concerned that this benefit cannot be grasped by new users
121442 - to hold them long enough to discover or realize the benefit. If you
121443 - don't hold a new user, you lose a customer, and cannot grow a customer
121444 - base by word of mouth, if SDS is abandoned before benefits are
121445 - recognized in sufficient degree to continue use.
121447 - I read through the list of possible immediate rewards, which we talked
121448 - about at the train station Thursday night when Morris dropped off for
121449 - the ride back to San Francisco....
121451 - 1. "Intelligence" from automatically connecting an experiential
121452 - record that enhances human reasoning based on chronology that
121453 - shows the sequence of cause and effect. This provides context,
121454 - which Morris mentioned recently is missing from conventional
121455 - practice using Outlook, Word and other tools.
121457 - 2. Anytime, anywhere "intelligence" delivered on the Internet.
121458 - Morris discounted this as an attractive feature based on
121459 - experience porting Word files to the web with relative ease. I
121460 - think a distinction people may grasp and appreciate is the
121461 - natural connectedness between the diary, which emulates human
121462 - thinking that occurs chronologically, and physical objects like
121463 - a letter, article, book, etc.
121465 - 3. Scheduled tasks bring a lot of support from prior related
121466 - activity, including subjects, functions, docs, and from a few to
121467 - over a hundred prior related tasks. This supports preparation
121468 - and planning to perform daily work, which is missing from
121469 - conventional tools like Outlook and Word.
121471 - 4. Organic Subject Index is a major advance, but remains an enigma
121472 - on the marketing front, because it is not a trivial thing to
121473 - maintain. It actually grows almost daily. There are some good
121474 - rules or procedures for doing this, but it takes experience to
121475 - grasp it. I asked some time ago that we look together at how to
121476 - normalize this part of SDS. One idea that that may help is to
121477 - create an epistomology that follows classical education
121478 - structure. This would provide a familiar set of baseline
121479 - subjects, below which people can customize the environment. The
121480 - problem is that without some initial support, subjects do not
121481 - reach their potential, and can easily become a mess. This needs
121482 - more thought.
121484 - 5. Links between SDS records, between a diary and external
121485 - documents, and between different documents is a strong feature
121486 - people would likely recognize and appreciate, as a big advantage
121487 - of SDS beyond what can be accomplished by Outlook and Word, or
121488 - any other environment that does provide the SDS design.
121490 - As we discussed, many links are created automatically, when a
121491 - new task is created in the schedule, which emulates the mind's
121492 - innate process of linking to prior related stuff, when new
121493 - information is encountered. Linking in SDS serves another
121494 - function of checking and maintaining alignment. These are
121495 - custom links, a user creates to position information both
121496 - backward and forward in Knowledge Space, as explained in the
121497 - record on 960620. ref SDS 11 3516
121499 - 6. Document log is easy to fill out using contacts, and it
121500 - identifies responses pending. It may be attractive to some
121501 - users because it not only provides access to documents, but also
121502 - to SDS records where documents are created, which gives the
121503 - context in which a document was issued or received, backward and
121504 - forward in time. This is not available from other sources.
121505 - Since a document cannot be issued without creating an SDS
121506 - record, document management is strengthened. This email is an
121507 - exception. I will incorporate this later.
121510 - We considered technical changes in SDS that would yield an immedicate
121511 - reward to hold a new user.
121513 - I mentioned Bill DeHart's experience at PG&E, where he was attracted
121514 - to SDS. He was able to use SDS long enough to discover that the
121515 - actual reward and benefit was probably different from his initial
121516 - expectation. This actual experience getting a service, led to a
121517 - desire to use SDS. He then had a long period to experiment with using
121518 - SDS, and actually gained some expertise. About 18 months after taking
121519 - early retirement, Bill was hired back at PG&E to support a new
121520 - business unit. He tried to discuss getting SDS reviewed as a service
121521 - to support his project management, but was unsuccessful, because the
121522 - budget could not afford the service.
121524 - I suggested we ask Bill based on his experience if he has any ideas
121525 - on a technical improvement that could made to SDS which would yield a
121526 - reward to hold new users.
121530 - ..
1218 - 0824 called Bill
121901 - All the kids are visiting this weekend.
121903 - I explained the discussion with Morris about improvements in SDS that
121904 - would yield a reward to hold new users, per above? ref SDS 0 4125
121906 - Bill indicated based on his experience that he feels SDS should be
121907 - initially delivered as a service, rather than a product, which aligns
121908 - with experience marketing SDS, related in the meeting with Morris on
121909 - Thursday, 000706.
121911 - I explained analysis on Thursday indicated a service cannot make a big
121912 - impact. We need a way to spread use of SDS widely, like the alphabet,
121913 - in order to add "intelligence" to management. Analysis on 991108
121914 - showed that the "Alphabetic Mind" advanced civilization. ref SDS 29
121915 - 5628 We need to put SDS into the hands of a lot of people in order to
121916 - make another major advance for civilization, and to sell enough stuff
121917 - to make a living.
121919 - The service model adds a new work role, a new kind of worker who uses
121920 - special tools (SDS), expertise and procedures (Communication Metrics)
121921 - to manage daily working information (explained on 000327, ref SDS 39
121922 - 3971), similar to the way an accountant manages finances. Another
121923 - analogy is an architect who positions physical objects in dimenstional
121924 - space. The Communication Manager positions information in Knowledge
121925 - Space, per analysis on 960620 for the Asimilar Conference. ref SDS 11
121926 - 3516
121928 - Bill feels it is difficult to help people grasp the cost/benefits of
121929 - adding a work role for "intelligence," prospectively.
121931 - Bill is using Outlook and Word to support his daily management
121932 - practice.
121934 - I asked if he was able to offer $200K to produce analysis like this
121935 - record in SDS, but the contract is to use Outlook and Word because
121936 - PG&E wants compatibility with tools everybody is using, rather than
121937 - using SDS. Does Bill think that would be possible, i.e., can we use
121938 - Outlook and Word to accomplish Communication Metrics, based on Bill's
121939 - experience having been exposed to both sets of tools?
121941 - Bill said SDS is a different kind of platform with a different purpose
121942 - from Outlook and Word, so he feels only SDS can support Communication
121943 - Metrics.
121944 - ..
121945 - I related the discussion with Morris where we identified tools
121946 - in Outlook for a Calendar, Contacts, a place to make Notes, and
121947 - another place to keep a Journal. Plus, Morris showed the other day
121948 - that he can make links in Word pretty easily.
121950 - Bill said he does not use all the features in Outlook and Word. He
121951 - did not know you can make custome links with only a few clicks in
121952 - Word. He still feels that SDS is different.
121953 - ..
121954 - I asked what's the difference?
121956 - He said SDS provides a natural way of organizing information that is
121957 - missing in other methods; sort of a place for everything, and
121958 - everything in its place. He's not sure; but feels there is a big
121959 - difference.
121961 - [On 000709 Bill cited "organization" again to explain the
121962 - advantage of SDS. ref SDS 71 0784
121964 - I asked if he thinks a service could be used to sell the SDS product,
121965 - based on his experience at PG&E?
121967 - Bill feels if SDS was being used at PG&E, it would attract a lot of
121968 - people who want to use SDS, because people soon discover a wide range
121969 - of benefits (rewards) they do not expect, and then want to be able to
121970 - generate those rewards themselves. They want direct control of the
121971 - record.
121973 - So, the question becomes how to deliver the service at a price people
121974 - feel they can afford long enough for the business practices of SDS to
121975 - take root, so sales will occur. It actually turns out that the
121976 - Communication Metrics service returns many times the cost in savings,
121977 - but those savings are not a felt need, because businesses are
121978 - comfortable buying off the losses with sunshine profits. Therefore,
121979 - prospective savings are difficult to sell, because it comes from
121980 - reducing daily bumbling, and people are unwilling to admit this is a
121981 - source of savings. They cannot present this as a budget arguement.
121983 - Bill still feels that service is the best way to market SDS: first a
121984 - service, then transition an organization to adopt the technology
121985 - company wide.
121987 - I asked if he would be available to have a conference call with Morris
121988 - later today to discuss these ideas. Bill said sometime after 2000.
121992 - ..
121993 - Installing W2K, Networking, DSL
121995 - Bill asked about w2k. Since Jim is visiting today for the family
121996 - gathering, Bill is thinking about letting Jim go ahead and install
121997 - w2k.
121999 - Bill related having recently encountered an increased rate of crashes
122000 - with w98, which has led him to think more strongly about upgrading to
122001 - w2k, as occurred to me on 000212, ref SDS 34 0001, and led me to
122002 - upgrade to w2k for the desktop. ref SDS 37 4978
122004 - [On 000717 sent letter offering to install w2k on Bill's computer.
122005 - ref SDS 72 5551
122007 - On 000310 upgraded the desktop to w2k, and later installed w2k clean
122008 - for the Toshiba notebook on 000518.
122010 - Mentioned there are a few issues about installing w2k clean on a
122011 - system and partitioning the disk into c - i, as I did with the Toshiba
122012 - notebook on 000518. ref SDS 47 0001
122014 - Bill asked about installing DSL with a LAN?
122016 - I explained that my desktop system uses separate network cards, with
122017 - TCP/IP for DSL, and Netbuie for the LAN, as explained in the record on
122018 - 000422. ref SDS 41 5740
122020 - The notebook, however, uses the same network card for both DSL and
122021 - LAN, as shown in the record on 000518. ref SDS 47 5395
122023 - Bill asked how this configuration is switched?
122025 - I explained that using a single network card on the notebook, I
122026 - simply change the plug to the network card.
122028 - I forgot to mention there is a confguration that permits using a
122029 - different kind of cable to connect from the router to the hub, but
122030 - this still requires switching the connections to the network card for
122031 - a single network card system.
1223 - 0906 called Morris
122401 - I will call him this evening after 2000. Morris a conference call
122402 - capability with his PBX system at the house he can use to conference
122403 - call with Bill and I.
1227 - 2113 called Morris
122801 - He said Jarrod is talking to his fiance on the other line. Morris
122802 - needs both lines to have a conference call.
122804 - Morris did not get the letter to Bill, ref DIT 1 0001, per above.
122805 - ref SDS 0 0001 So, I took a few minutes and read through this record
122806 - showing the discussion with Bill, above, ref SDS 0 7834, which was
122807 - linked to ref DIT 1 0001.
122809 - This took about 10 minutes. Jarrod was still talking on the other
122810 - line, so I suggested that Morris go ask Jarrod how long the call will
122811 - last. Morris left the phone, and while he was gone, the line crashed
122812 - somehow.
1231 - 2133 called Bill
123201 - Bill did not get around to installing Windows 2000 today afterall.
123203 - [On 000717 sent letter offering to install w2k on Bill's computer.
123204 - ref SDS 72 5551
123206 - Family matters precluded him from reviewing the letter, ref DIT 1
123207 - 0001, today. He did not use the computer all day.
123209 - I explained the situation with Morris trying to get the second line
123210 - to place the conference call.
123212 - Bill said that given the lateness of the hour, he would prefer to have
123213 - this call tomorrow. He suggested about 1100.
123215 - I explained that Morris usually goes to church on Sundays about that
123216 - time, and gets back about 1400.
123218 - Bill suggested we have the call about 1500.
1235 - 2144 called Morris
123601 - He asked what happened to me; when he got back from talking to Jarrod,
123602 - the line was dropped?
123604 - I explained the line crashed, so I called Bill.
123606 - Morris said Jarrod is still using the phone.
123608 - I advised that Bill wants to have the conference call tomorrow on
123609 - moving civilization, and we tentatively set 1500.
123611 - Morris said 1500 is not good, because he has to teach several Sunday
123612 - School classes tomorrow, as a result of Teri being away in Utah.
123613 - Evidently he is taking her class, as well as his own. He expects to
123614 - get home tomorrow about 1600, they they will have dinner.
123616 - Discussion suggested we can try to have the call about 1900 - 2000.
123618 - I will let Bill know.
Distribution. . . . See "CONTACTS"