THE WELCH COMPANY
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S U M M A R Y
DIARY: September 30, 2002 10:59 AM Monday;
Cultural drift reverses 2,000 years of work to strengthen accurcy.
2...Information Technology Makes Communication Biggest Risk in Enterprise
.........Information Technology to Improve Accuracy Reduces Knowledge
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0201 - Intel Corporation O-00000704 0201
020101 - Mr. Morris E. Jones; 408 545 9521 O-00000704 0201
Accuracy People Don't Care about Feedback to Refine Understandings Pa
Accuracy Refusal to Review Record Contains Analysis Connections to Co
Com Manager Expertise in Discipline Needs to Know Acronyms
Accuracy Communication Capture Organizational Memory Secretary Takes
Care About SDS Hard to Sell Because Accuracy Communication Capture Or
Com Manager Not Needed because Economy Doing Well Executives Believe
Accuracy Links Alignment Communication Biggest Risk in Enterprise Cou
Com Manager New Work Role Co-evolve Education Training Culture of Kno
Accuracy Stressful Overkill Burdensom Requires Investing Time to Fix
Culture Resists Improvement Usefulness New Way of Working Until Criti
Cultural Inertia of Success Grows Culture Resists Learning Encourages
Resist Improvement Managers Loathe Change Productivity Especially Whe
Accuracy Communication Not Important People Should Relax
Cultural Change Management Practice Work Role in 1930s 1940s Secretar
Accountability Feared Destroy Organizational Memory Knowledge Reposit
Information Technology Tape Recorders Dictation Machines to Increase
New World Order - Information Overload/Highway Implodes Enterprise Co
5819 - ..
5820 - Summary/Objective
582101 - Follow up ref SDS 31 0000, ref SDS 24 0000.
582103 - Received ref DRT 1 0001 from Morris responding to the letter on 020927
582104 - thanking him for help on sending SDS to Gary Johnson. ref SDS 31 5Y4N
582105 - Today, Morris comments on the cultural drift away from accuracy that
582106 - reverses 2,000 years of literacy, beginning in about the 1970s, and
582107 - illustrated by the movie "The Maltese Falcon," also, discussed in the
582108 - letter on 020927. ref SDS 31 W682
582110 - ..
582111 - [On 021007 Gary and Morris corresponded on issue of accuracy
582112 - and good management.
582115 - ..
582116 - Information Technology Makes Communication Biggest Risk in Enterprise
582118 - Morris says in his letter....
582120 - 1. In the old days, no one had computers, and minutes, etc were
582121 - taken in shorthand. Letters were dictated to secretaries, and
582122 - then typed, corrected, etc. Times have changed all that. An
582123 - intermediate step was to have a dictation machine, and then a
582124 - tape recorder. Many companies had file cabinets full of this
582125 - junk. It was seldom used except by trial attorneys taking
582126 - huge amounts of money from companies. ref DRT 1 M86I
582128 - ..
582129 - Morris describes how better information technology for capturing an
582130 - accurate record reduced the desire for accuracy, with consequent
582131 - increase in mistakes that cause loss, conflict, crisis and calamity.
582132 - The attitude that ignores accuracy makes communication the biggest
582133 - risk in enterprise, explained in POIMS. ref OF 2 IE6L Morris'
582134 - analysis today aligns with his report on 990527 that powerful cultural
582135 - forces prevent improving management practices that have not changed
582136 - since the 1960s, ref SDS 12 1233, but appear to have, since the 1930s,
582137 - reversed 2,000 years of effort to strengthen accuracy, as noted in the
582138 - record on 020927. ref SDS 31 W682 This supports the premis of the NWO
582139 - that advance of information technology creates a new world order that
582140 - requires a new kind of technology to enable a culture of knowledge.
582141 - ref OF 7 1675
582143 - ..
582144 - 2. The deep pocket laws have made such record keeping a thing of
582145 - the past. The new mantra is no evidence or anything that
582146 - could be used against us.
582148 - ..
582149 - Morris describes here an excuse for laziness to avoid the effort of
582150 - accurate communication, per Jack Park's letter on 010908. ref SDS 18
582151 - UV4H On 950204 Morris related that professional advice supporting SDS
582152 - methodology to understand and follow up communication accurately seems
582153 - like unnecessary overkill. ref SDS 5 5932 On 991021 review of the
582154 - Challenger Space Shuttle explosion that killed seven (7) astronaughts
582155 - showed that efforts to avoid accountability for mistakes by destroying
582156 - the record winds up increasing damages and increasing accountability.
582157 - ref SDS 13 2695
582159 - ..
582160 - [On 030201 Columbia Space Shuttle explodes killing another crew
582161 - of seven (7) people. ref SDS 32 0001
582163 - ..
582164 - [On 030304 failed communication led to loss of Columbia.
582165 - ref SDS 33 0001
582167 - ..
582168 - [On 030708 Jerry Nord recognizes that 21st century management
582169 - needs support to avoid problems of information overload; proposes
582170 - enhancing role at CSG for a Technical Advisor. ref SDS 34 GD3G
582172 - ..
582173 - [On 030821 group manager on aerospace project wants a "history
582174 - button" to facilitate productive meetings based on shared
582175 - organizational memory. ref SDS 35 0P9K
582177 - ..
582178 - Submitted ref DIT 1 0001 responding to Morris' letter, ref DRT 1 0001,
582179 - per above. ref SDS 0 5T5I
582181 - 1. I liked the explanation in your letter today about
582182 - transformation over the past 30 years from reliance on human
582183 - intelligence that expands knowledge, to, instead, using
582184 - technology that stifles knowledge by storing information
582185 - beyond the reach of intelligence, where it is ignored until a
582186 - dispute occurs that forces examination of the record.
582187 - ref SDS 0 5T5I This change, from using intelligence to
582188 - convert information into knowledge, to storing information
582189 - beyond the reach of intelligence, explains current work
582190 - practices that ignore accuracy because critical details are
582191 - beyond reach, as related a month ago on 020820. ref SDS 24
582192 - V66I The letter a few days ago on 020927, demonstrates how
582193 - these ominous trends toward ignoring accuracy reverse over two
582194 - (2) millennia of a cultural imperative to understand and
582195 - follow up communication accurately. ref SDS 31 W657 You
582196 - recognized, for example, on 890809 that people pay a price for
582197 - failing to pay the cost of good management that requires
582198 - accurate understanding and timely follow up, ref SDS 1 126J,
582199 - summarized by the common sense notion of "listening."
582200 - ref SDS 1 CJ9J
582202 - ..
582203 - 2. Your letter today shines a light on the dark secret of
582204 - technology that compounds meaning drift, explained in POIMS,
582205 - ref OF 2 049O, to cause error, loss, conflict, crisis and
582206 - calamity, ref DIT 1 LE8I, because, as you say today,
582207 - ref SDS 0 5T5I, information is stored in computers and
582208 - elsewhere that is beyond the reach of intelligence needed for
582209 - understanding and follow up, which you noted previously in our
582210 - call on 960406. ref SDS 7 4249 This loss of intelligence can
582211 - only be repaired by once again giving priority to accurate
582212 - understanding through transformation from information to a
582213 - culture of knowledge, as explained in POIMS. ref OF 2 K84L
582214 - Peter Drucker says largely the same thing in his article
582215 - reviewed on 991025 that calls for using technology to
582216 - routinize good management based on cognitive science.
582217 - ref SDS 14 0785
582219 - ..
582220 - 3. Consider, for example, that in order for the tradition of
582221 - dictation to have formed, either by an aide, such as a scribe
582222 - or secretary, or using technology, like a tape recorder or a
582223 - computer, there must have been a perceived need for an
582224 - accurate record, ref DIT 1 4X6K, as shown by the case study
582225 - citing the movie "The Maltese Falcon" in the letter on 020927.
582226 - ref SDS 31 W682 The cultural imperative to get an accurate
582227 - record extends over 2,000 years using alphabet technology to
582228 - replace poetry, speech, and exaggeration in fables and
582229 - allegory for making information memorable, i.e., to improve
582230 - accuracy of innate human memory. ref SDS 15 2000 As reported
582231 - on 991108, the ability to use literacy for an accurate record
582232 - that enables analysis to plan future action was an explosive
582233 - change in the culture that lifted civilization. and
582234 - ref SDS 15 5628
582236 - [On 030708 Jerry Nord recognizes that 21st century
582237 - management needs support to avoid problems of information
582238 - overload; proposes enhancing role at CSG for a Technical
582239 - Advisor. ref SDS 34 GD3G
582241 - ..
582242 - 4. One can imagine that when the record was taken down by a
582243 - stenographer, this required investing time for someone to
582244 - review the record, first, when it was transcribed, and later
582245 - when it was reviewed by participants to verify accuracy and
582246 - identify action items. Even if formal review did not occur
582247 - often due to ignorance, fear and denial that becomes a
582248 - slippery slope to laziness, per your letter today, ref SDS 0
582249 - OG6H, the process of transcribing in the first instance would
582250 - have disclosed particular issues that resulted in notice for
582251 - further attention. Even this weak process expands span of
582252 - attention to strengthen accuracy of understanding relative to
582253 - present practice. ref DIT 1 A45O
582256 - ..
582257 - Information Technology to Improve Accuracy Reduces Knowledge
582259 - 5. Substituting high technology, like a dictation machine, or
582260 - tape recorder, seems like an improvement to get an accurate
582261 - record that reduces cost by eliminating the need for labor to
582262 - capture the record. Savings in labor cost, ref DIT 1 5X7M,
582263 - however, are illusory because eliminating steps that apply the
582264 - power of mental metrics for review prevent expanding span of
582265 - attention, which is the weak link in management, as explained
582266 - in POIMS. ref OF 3 0307 Failure to invest time for
582267 - deliberative analysis, also explained in POIMS, ref OF 3 2300,
582268 - prevents discovering details that seem small and
582269 - inconsequential "during the heat of battle," but actually
582270 - present opportunities that require follow up to save time and
582271 - money when viewed from a different context. Recall, for
582272 - example, our visit on 921127 when you complained that little,
582273 - inconsequential details later become major problems?
582274 - ref SDS 3 0674 This underscores your point today that when a
582275 - tape recording is stored away, there is no immediate access.
582276 - ref SDS 0 5T5I There is no review that otherwise enables
582277 - concurrent discovery and timely notice to avoid problems, and
582278 - so the record becomes only a threat that others will discover
582279 - something was overlooked due to lack of diligence in
582280 - proactively expanding span of attention, as occurs when a
582281 - record is examined by a human mind during transcription and
582282 - subsequent review, ref DIT 1 5X7M, as we discussed on 950204
582283 - when you asked about mental "metrics" for communication.
582284 - ref SDS 5 HE6J
582286 - ..
582287 - 6. Of course, as you noted on 010924, effective management
582288 - requires more than merely an accurate record. ref SDS 20 L46F
582289 - Perhaps limitations of the old-style process that omitted
582290 - making connections to expressly reveal cause and effect by
582291 - constructing an audit trail with links showing traceability to
582292 - original sources, as used in the Bible and in the law, began
582293 - to seem too slow and stodgy in relation to the way technology
582294 - seems to speed up everything else. ref DIT 1 A55P Impatience
582295 - and frustration combined with competition to reduce cost are
582296 - powerful forces to abandon familiar practices from past eras
582297 - for ensuring accurate communications, as shown in the movies
582298 - cited on 020927, ref SDS 31 EL7G Another factor is ignorance
582299 - about cognitive science that explains how mental metrics
582300 - calculate cause and effect by connecting new information with
582301 - relevant experience. Cognitive science only began to be
582302 - formalized in the 1950s with publication of George Miller's
582303 - seminal treatise on limitations of human memory, citing the
582304 - rule of seven (7), reviewed on 990303. ref SDS 11 5328 In our
582305 - call on 011129, you mentioned having worked on a military
582306 - project years ago that applied research on limited span of
582307 - attention to limit the number guages an airplane pilot can
582308 - accurately manage under duress in combat. ref SDS 21 FE64
582310 - ..
582311 - As the pace of daily life increases, lack of technology that
582312 - makes adding intelligence to information fast, easy and fun,
582313 - means that accurate communication takes more time and effort,
582314 - leading to the common lament....
582316 - I don't have time think!
582318 - ...cited in POIMS, ref OF 2 0557, and in NWO, ref OF 9 CZ4F,
582319 - as discussed with Morris on 011129. ref SDS 21 FE7R
582321 - ..
582322 - When good management takes too much diligence to keep up with
582323 - faster information technology, then good management begins to
582324 - seem beyond reach, and so creates an overwhelming tendency to
582325 - escape responsibility through denial, ref DIT 1 CX9L, by
582326 - calling good management unnecessary overkill, as you indicate
582327 - today, ref SDS 0 5T5I, and discussed earlier on 950204.
582328 - ref SDS 5 5932
582330 - ..
582331 - 7. Yet, today, when there is far more to remember than ever
582332 - before, how can the need for accuracy have declined, as argued
582333 - so strongly by some in recent days and weeks, shown by review
582334 - on 020924? ref SDS 29 KT8F Indeed, fear of accountability for
582335 - truth "attacking deep pockets," which you mention today,
582336 - ref SDS 0 OG6H, may begin to dissipate in a race to the
582337 - bottom, ref DIT 1 A56T, as earnings and stock prices decline,
582338 - reported on 020204. ref SDS 23 0001 Clearly cultural change
582339 - that turns away from accuracy is an awfully slippery slope to
582340 - continual bumbling that escalates into a critical mass of
582341 - widening collapse, as occurred at Enron, reported on 020204.
582342 - ref SDS 22 0001 Events on 010911 further remind of the
582343 - devestating cost people pay when denial prevents paying the
582344 - price of good management. ref SDS 19 YNGH These dots along
582345 - the vast timeline of history remind of Tom Munnecke's
582346 - observation on 020916 that the only way to improve health care
582347 - is for the entire system to collapse. ref SDS 26 KE5N
582348 - Hopefully, Tom's calculations are off a few decimial places,
582349 - but as Vice President of SAIC, one of the nations premier
582350 - research institutions, his views cannot be dismissed as mere
582351 - alarmist chatter. Perhaps we are just going through a phase,
582352 - a fad, where it has become fashionable for executives to
582353 - appear more capable than human cognition permits under the
582354 - story of the "Emperor Who Wore No Cloths," reviewed for a
582355 - professional event on 951011 where IBM presented empty plans
582356 - for improving productivity with new technology. ref SDS 6 6811
582358 - ..
582359 - 8. Perhaps one day, before complete collapse, someone will stand
582360 - up at a meeting, and rather than yell and holler using
582361 - confrontation applied at Intel meetings, described on 970123,
582362 - ref SDS 9 1111, will, instead, say to Craig Barret, the CEO,
582363 - or to Andy Grove, the Chairman of the Board, "Let's take a
582364 - look at the record," as shown in the Typical Day Scenario
582365 - using SDS, ref OF 6 4679, and then provide some links, like
582366 - Hansel and Gretle used, that enable people to find their way
582367 - back home, ref DIT 1 A57T, through the forest of daily
582368 - information, by linking relevant contextual history to
582369 - objectives, requirements and commitments, similar to the way
582370 - people discover truth and enlightenment at church, explained
582371 - in NWO, ref OF 9 4425, and in the court house. ref OF 8 1443
582372 - Of course, this takes leadership with a broader vision and
582373 - courage to stand up for accuracy against the gathering tide of
582374 - feel management, which you defined on 911123. ref SDS 2 1331
582375 - Grove's talk of diligence and courage may make Intel a good
582376 - place to stand up and start lead the way out of the darkness
582377 - of ignorance, fear and denial, and into a light toward a
582378 - cultural of knowledge, as reviewed on 980307. ref SDS 10 4485
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